Awarded to Deloitte LLP

Start date: Wednesday 28 February 2018
Value: £23,500,000
Company size: large
The Home Office

Digital Customer Journey - Access UK

8 Incomplete applications

6 SME, 2 large

16 Completed applications

1 SME, 15 large

Important dates

Friday 6 October 2017
Deadline for asking questions
Friday 13 October 2017 at 11:59pm GMT
Closing date for applications
Friday 20 October 2017 at 11:59pm GMT


Summary of the work
The Home Office requires a supplier to provide an AGILE development service to:
•Develop and enhance digital platforms in SCALA and other languages/toolkits
•Create reusable patterns and modules for custom development
•Conduct user research, business analysis, design and interaction design
•Technical delivery management
•Transfer knowledge and skills to Civil Servants
Latest start date
Friday 22 December 2017
Expected contract length
2 years
Organisation the work is for
The Home Office
Budget range
Up to £23.7M maximum over 24 x months.

About the work

Why the work is being done
The Immigration IT Portfolio is delivering around 70 projects which impact over 20,000 Home Office staff and millions of customers worldwide. We are looking for an AGILE partner to deliver a range of internal and public facing digital immigration services from discovery to live. In the medium-term, we plan to build an in-house capability in Yorkshire, and are looking for a partner to transition the service and knowledge to this function, providing knowledge, skills and experience to help build internal capability. Specific roles and skills required are detailed in the GDS Service Manual (
Problem to be solved
The Home Office is currently delivering digital immigration services to customers with a mixed delivery team. The medium-term plan is to build an in-house AGILE 'Digital Hub' development capability, located in Sheffield. Until this internal capability is established, the Home Office has a need to access AGILE development teams to continue building, testing and iterating customer-facing services, and then transition these skills and knowledge to the internal capability.
Who the users are and what they need to do
Visitors from overseas who want to visit, study, work or live in the UK. Staff who need to make decisions, share information or process applications.
Early market engagement
Not applicable
Any work that’s already been done
Some digital immigration services are live via the GOV.UK website, however there is still a lot of development work and enhancements to deliver. The new partner will work with the incumbent partner to transition knowledge and experience of the work that has been completed to date; once the internal capability has been stood-up, the delivery partner will need to transition the skills and experience to Civil Servants.
Existing team
The existing team is comprised of multi-disciplinary agile delivery teams - between 2 - 6 according to delivery requirements, made up of product/service managers, business analysts, developers and design professionals.
Current phase
Not applicable

Work setup

Address where the work will take place
Primary location will be Metro Point, Sydenham Road, Croydon and Marsham Street, London.

Once the permanent Home Office capability is stood-up, transition/knowledge transfer will be required, and this is currently planned to be located in Sheffield. This opportunity may require travel to other Home Office locations on request. Travel expenses are not payable within the M25.
Working arrangements
The Supplier will provide AGILE delivery resources (e.g. SCRUM teams and other roles) to project delivery teams across the Home Office (primarilly in the Immigration portfolio). Each Statement of Work will cover that particular project and have associated outcomes and deliverables, and will be for a fixed price for fixed scope. The teams will be expected to work alongside the project teams where appropriate to deliver against the agreed deliverables.

In order to maximise value and delivery output, the Home Office is keen to leverage near and off-shore delivery capability, where appropriate and subject to the department's IT security standards
Security clearance
Service Provider personnel need to be compliant with BPSS as a minimum, and CTC clearance if working in Home Office buildings. Depending on the nature of the role, if escalated and/or privileged access is necessary then there may be a requirement for SC clearance.

Additional information

Additional terms and conditions

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
  • Experience in building services to meet the Digital by Default Service Standard
  • Deploying Agile development teams of to work alongside agile delivery teams in government, and understanding how those roles work together
  • Experience in conducting user research, designing and developing working Digital services
  • Experience in designing services that meet both user needs and business objectives
  • Experience in delivering digital solutions that meet Level AA of the W3C WCAG 2.0 accessibility standards
  • Experience in successfully and collaboratively working, coaching and sharing knowledge with Public Sector client teams, particularly those with limited agile development experience
Nice-to-have skills and experience
  • Demonstrable experience of working in multi-team agile delivery programmes
  • Experience in working in government in within a similar context
  • Experience in building customer or staff facing digital services in the immigration field
  • The ability to flex resources by SFIA experience and base location to deliver cost/quality/throughput benefits to clients

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Demonstrate understanding/ability to deliver digital products/services to government Digital Service standards
  • Demonstrate approach to knowledge and skills transfer
  • Ability to scale up to full team and flex resource when needed, and from a range of locations (e.g. On-shore, near-shore, off-shore)
  • Illustrate core team skills/strengths, including CVs of key personnel
  • Value for money
  • Demonstrate understanding of the challenges of implementing user centred design in a government agile environment
  • Domain knowledge of Home Office business requirements and issues
Cultural fit criteria
  • Approach to service readiness
  • Approach to stakeholder management
  • Approach to developing a "One Team" approach
  • Approach to the development of client capability
  • Commitment to Social Value (e.g. Workforce diversity, anti-bribery and corruption, Modern Slavery Act, Environmental policies; Job creation, local community and marginalised community employment and apprenticeship opportunities
Payment approach
Fixed price
Assessment methods
  • Written proposal
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Please could you clarify what proportion split of onshore/nearshore/offshore resources you would accept in delivery of this requirement?
We do not have a specific limit on the on/near/off-shore resourcing mix, and are open to different models that balance quality/cost/team cohesion considerations within the overall split of 60% Technical/quality, 35% commercial, 5% cultural fit evaluation weightings.

We would however highlight the security clearance requirements in the tender (BPSS minimum to work with Home Office data and CTC as a minimum for working on Home Office sites).
2. Is it the intention to continue using SCALA?
The vast majority of the IPT coding to date has been using SCALA as the principle programming language, and we see an ongoing requirement for the use of SCALA, however this may change over the life time of the IPT programme and contract to include other programming languages such as Java.
3. The essential and nice to have criteria make no reference to Scala development. Where should we provide evidence of our previous Scala development experience and what will be the weighting for this evidence?
We would anticipate that previous experience of developing using Scala could be demonstrated against the following criteria:
-Experience in building services to meet the Digital by Default standard
-Experience of conducting User Research, designing and developing working Digital Services”

or the “nice to have” criteria:
-Experience of working in government within a similar context”
-Experience in building customer or staff facing digital services in the immigration field”

-Demonstrable experience of working in multi-team agile delivery programmes

In terms of evaluation, the “Essential” criteria are evenly weighted for this stage of the competition, and the “Nice to Have” criteria are differentiators
4. You mention that "The new partner will work with the incumbent partner to transition knowledge and experience of the work that has been completed to date". Does this mean that the incumbent partner is not expected to be part of this procurement?
The incumbent is a Digital Marketplace supplier, and as with all Digital Marketplace suppliers, they have the opportunity to submit a proposal, which would be evaluated according to the standard evaluation process.
5. Please explain the existing DevOps tools/processes that are in place for supporting the application development teams?
The Immigration Portfolio provides platform CI technologies (built using TerraForm scripts) that each individual teams configure for their services specific route to live. CI pipelines use Jenkins, SonarCube, Burpsuite for continuous build and test (on top of the unit/integration testing)
6. Is there any requirement for WebOps/DevOps process automation design, build and run for this project?
The current CI pipeline is automated, however the HO welcome any suggestions for improvement from a quality of product and speed of delivery perspective.
7. Please provide details of the infrastructure architecture that the service will be hosted on
The service is hosted within an AWS cloud infrastructure. On top of this the Access UK Application Service (which comprises several highly resilient micro services) has been containerised using Docker and Kubernates. This combination of abstraction layers provide auto scaling, resilience and recovery and High Availability to the application layer.
8. Will the service be running on a private cloud or public cloud?
Public cloud.

The service is hosted within an AWS cloud infrastructure. On top of this the Access UK Application Service (which comprises several highly resilient micro services) has been containerised using Docker and Kubernates. Currently Access UK only has services within our external facing VPC, however going forward it will also have services within the Internal VPC as well. The External VPC is internet facing. The Internal VPC isn’t
9. Is there any requirement to migrate existing applications/service to a new environment?
Currently Access UK resides in UKCloud. There is a live migration project due to complete in November to fully move Access UK to AWS.
10. Is this contract outside of IR35?
This contract will probably be deemed outside the intermediaries legislation (IR35) due to the fact it is for services and outcomes, with substitution by consent clauses as per the DOS Order Form Ts and Cs, but could be affected by factors outside HO control. HO assumes no liability and will grant no guarantee of status.
11. How will the Fixed Price payment approach be calculated, contracted and implemented?
We currently pay a fixed price for delivery of a fixed number of user Stories delivered per month, with a 'cap and collar' arrangement to account for different levels of user story complexity and a reasonable percentage of under and over-delivery. We are open to other approaches, but the key principle is that any re-work required due to supplier defects is at the suppliers cost
12. Please could you define what you mean by an ‘agile delivery team’ versus an ‘agile development team’ in the essential skill/experience ‘Deploying Agile development teams of to work alongside agile delivery teams in government, and understanding how those roles work together’?
Within the IPT Programme, there are several Agile development teams, who are operating in a pure agile way, wrapped by an agile delivery team that operate at the boundary of agile and more traditional approaches. Delivery teams are focused on the bigger outcomes e.g. Tier 2 release(s), while the development teams are focused on lower level features.
13. In relation to the Nice to Have question (Experience in building customer or staff facing digital services in the immigration field) – Is it a high priority for the supplier to have built applications within Immigration? Would IPT consider applications development experience from other areas of the Home Office as relevant and credible experience for this requirement?
The "Must Have" criteria are the minimum set of requirements we have from the supplier for this opportunity, and the "nice to have" criteria are the differentiators.

If you have application development experience from another area of the Home Office, then we believe this would also be relevant under the other "nice to have" criterion of "Experience in working in government in within a similar context".

As per the standard DOS evaluation approach, the Home Office will score and moderate responses from the first stage, and will progress to the ITT stage with up to 6 x suppliers.