Awarded to John White PM Ltd

Start date: Monday 7 August 2017
Value: £83,220
Company size: SME
NEL Commissioning Support Unit

Health and Justice Transformation Programme - ITSM

3 Incomplete applications

1 SME, 2 large

4 Completed applications

4 SME, 0 large

Important dates

Monday 26 June 2017
Deadline for asking questions
Monday 3 July 2017 at 11:59pm GMT
Closing date for applications
Monday 10 July 2017 at 11:59pm GMT


Summary of the work
In places of Custody, there is a programme to ensure that detainees receive equity of care whilst being temporarily detained. To aid this approach, any healthcare professional within this setting, should have the support of an IT Service Desk.
Latest start date
Monday 7 August 2017
Expected contract length
Four months
Organisation the work is for
NEL Commissioning Support Unit
Budget range
£69,350.00 including VAT

About the work

Why the work is being done
To ensure detainees in places of detention receive the same medical help and treatment as a person outside of detention In addition to this, to ensure continuity of care for any detainee in the criminal justice system. To aid this approach, any healthcare professional within this setting, should have the support of a Service Desk.
Problem to be solved
Partner required to support the programme team with the following services:
1. Supporting the Programmes Outcomes
2. Supporting Governance throughout the programme
3. Supporting the design and implementation of an ITiL based Service Desk
4. Data Gathering to ensure all service user are engaged and their requirement documented and defined with appropriate assurance and sign off
Who the users are and what they need to do
There are approx. 150 places of detention e.g. Prisons. There are various healthcare provider, both private and public sector providing care in the temporary estate.
Early market engagement
Any work that’s already been done
Work has started in early 2016 and the successful partner will be fully briefed on the work completed so far and the programme of work to be completed
Existing team
The existing programme is a blend of FTEs complemented by contract staff and specialist companies.
Current phase

Work setup

Address where the work will take place
Working arrangements
Based at NEL CSU London offices in Hackney
Security clearance
1. All staff engaged on the programme must be security cleared to HMPSS SC level

Additional information

Additional terms and conditions
Standard contract with detailed operational work packages

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Essential skills and experience
  • 1. Have demonstrable success in delivery of ITSM projects within the last 12 months, using industry-standard methodologies, processes and procedures within Health and Justice including prisons and Police custody.
  • 2. Demonstrable experience of matrix-managing a multi-disciplinary project team within the last 12 months
  • 3. Have demonstrable experience in reporting, planning, risk, dependency, financial and change management aspects of a ITSM project within the last 12 months
  • 4. Demonstrable expertise in the transition of projects into a live service environment within the last 12 months
  • 5. Experience of working in places of detention delivering ITSM solutions and services
Nice-to-have skills and experience
1. Experience and knowledge of working in Courts and Tribunal settings

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • 1. Demonstrated and evidenced experience of all Essential skills and experience as detailed in your case study
  • 2. Willingness to align with the current programme approach
  • 3. Team structure, organisational make-up and quality of submitted CVs
  • 4. Value for money of the proposed solution. Innovation (any alternative proposals to deliver the services or to improve the quality of the services delivered).
  • 5. Nice-to-have skills and experience
  • 6. Service quality - how do they ensure they are providing the right people for the job, how do they assure quality of delivery during the work package
  • 7. Breadth of services provision - ability to flex levels, numbers, and skillsets of resources provided, to remain aligned to NEL CSU needs as the work progresses
  • 8. Technical and project management approach/solutions
Cultural fit criteria
  • 1. Need to Collaborate with various senior key stakeholders across multiple organisations.
  • 2. Need to demonstrate a flexible approach
  • 3. Need to operate in a workplace with mixed skills and experience
  • 4. Need to demonstrate an honest and transparent approach
  • 5. Need to demonstrate positive behaviours and a can-do attitude
  • 6. The approach will require discipline and capable of working across organisational boundaries in a very demanding, high-output environment.
Payment approach
Capped time and materials
Assessment methods
Written proposal
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Can you confirm that the underlying requirement here is for detailed design of a Service Desk service for healthcare professionals in places of custody? We believe that this design should include detailed end state design, transition approach, costs and detailed requirements which can be referenced in the design (i.e. requirements traceability). Please confirm our understanding of the requirement is correct
Your understanding is correct, yes. Please be aware that work is already underway on this project so any proposals need to be flexible enough to absorb and build on the work that has already happened to ensure the best possible outcome.
2. You state that it is essential that the supplier must be able to demonstrate similar projects "within Health and Justice including prisons and Police custody." Could you please clarify that the experience must be in Health & Justice? We do not fulfil this specific criteria but we do feel we have relevant valuable experience to bring about a successful outcome for you here
We would like to see responses from teams that have experience developing, implementing and/or providing IT service desk or service management services within the secure and detained estate. Due to the particular challenges of providing services to healthcare staff working within these environments, I can clarify that specific experience within health and justice is essential.
3. How are suppliers expected to respond to this? We are aware of the nice to have and essential skills, however there is indication of submitting a proposal. Any advice would be greatly appreciated.
Please complete the boxes to describe how you meet the essential and nice to have criteria. From our perspective, your answers form your proposal to us about what you can provide - this is the proposal we refer to. Apologies if that wasn't clear.
4. It is assessed from reviewing the proposed requirements and timeline, that the proposed budget is too low. Would the Authority consider a response that was higher in cost than the proposed budget? If so, by how much?
In light of a review of our requirements for this lot, and the calibre of service we wish to purchase, the available budget for this lot has been increased from the initial figure of £69,350 to £115,584 as a maximum.