1. CLARIFICATION OF BUDGET FIGURE
The DOS advert states a budget figure of £4.5-5m - please note this is an ANNUALISED figure. We anticipate that the total value of the contract will be £9-£10m over 24 x months (£4.95-£5m p.a.)
2. 3. Please clarify the date from which this service is required, being cognisant of the Christmas/New Year period and the need to mobilise/on-board a significantly sized team.
We Anticipate EVALUATING expression of interests (first stage) responses during the first working week of January 2018. This will be followed by short-listing, and the issue of ITT to down-selected bidders. We would anticipate appointing a preferred bidder by the end of February 2018, and envisage a 3 x month ramp-up and transition period. Initial resources are therefore likely to be required FROM March 2018, ramping up to a full team by the end of May 2018
3. The opportunity is called “IPT L2/L3 Live service support” but in the text only ever refers to provision of L3 application support and associated service management – is this correct?
The scope of the service is to provide Level 3 application support (inclusive of a small amount of development work - "small changes/fixes".
The reason the opportunity is called "L2/L3" is to set the L3 requirement in context. The Home Office has a Level 2 provider in place, and part of the requirement is to improve the maturity of the ITIL processes, including at the boundary of L3 and L2 support. The winning bidder will need to work with the L2 provider's Continuous Improvement Programme to drive service improvement
4. Please clarify the date from which this service is required, being cognisant of the Christmas/New Year period and the need to mobilise/on-board a significantly sized team.
See above for clarification on anticipated start dates.
5. What level of commitment will the current development partners make towards enabling knowledge transfer to the L3 supplier (and thence onward to the L2 via shift left)?
All Programme partners have signed up to a collaboration charter, which embeds the principles of "One Team". This is supported by a Home Office governance structure that is designed to manage a multi-supplier environment.
In terms of the incumbent, The Home Office will work with them and the winning supplier to develop a detailed exit and knowledge transfer plan, although we would anticipate that the winning supplier will have a tried and tested transition approach to support this work.
6. Is there any TUPE liability likely from the current Agile/DevOps team, or can the Authority confirm that all existing team members have roles beyond this scope of work?
The Home Office is not aware of any TUPE liability associated with this contract. The incumbent provides the staff, and the contract is term limited to 2 x years. However, the Home Office will clarify any TUPE considerations with the incumbent ahead of contract award.
7. The specification states a number of annual business volumes: -In-Country BRP - 40,000 -ARC - 48,000 -out-of-country BRP - 370,000 -ICFN Legacy card service (being decommissioned) - 326,000 a. Please confirm what types of transactions these volumes relate to. b. Can the Authority provide a breakdown of the service volumes for the work in scope (events, incidents, problems, changes, releases, etc)?
The Home Office will request a report to be run to provide top-level ITIL/Service Management stats. Once this has been completed, we will publish details on how this can be accessed by Bidders (likely to be via email request to a central mailbox)
8. This type of application support requirement can usually benefit from a leveraged “factory” approach rather than a dedicated team, using shared resources to maximise the breadth of available skills, maximise efficiency and minimise costs. Is this something the Authority is willing to consider?
The only caveat is regarding the Home Office security requirements - SC clearance is required for any partner working on live systems containing live data.
9. What service operations and management technologies/tools are in place today (eg for event/incident management, infrastructure management etc), what are being implemented and what additional tools are expected under this contract?
Service Now is the Home Office's primary ITIL service management tool. We use JIRA for workflow and ticket management. We will provide more information regarding infrastructure toolsets shortly.
10. Is it expected that this is an onsite service provision, or is remote service delivery acceptable?
Although the Home Office is content with remote delivery conceptually, service delivery location requirements are primarily driven by Home Office Security requirements. All supplier personnel need to have BPSS (or equivalent) to work for the Home Office. CTC clearance (minimum) is required to access Home Office systems; SC Clearance is required to work on Live Home Office systems (in an IT support sense), although there may be certain processes that do not require full SC clearance, and the Home Office is happy to work with the provider to identify such processes/roles.
11. Can you confirm the expected volume of incidents to be handled monthly or annually on each of the systems?
See answer to Q.7. - we will revert
12. Can you provide a breakdown of the incident stats by resolver groups (i.e. L2/L3)
We have investigated the stats that are currently available, and unfortunately these are only summarised at an L2 resolution level at this stage. We are working on the data sets, and will look to provide these to bidders who are selected to proceed from the EOI to ITT stage. We apologise that we have been unable to provide these at this time.
13. Can you confirm the technologies that are in scope for 3LS in relation to the Shared Service Bus, In -Country fulfilment and ARC for both the infrastructure and application platforms? 2. Is the scope of L3 support cover for the infrastructure as well as the application? Or is the infrastructure already supported by the Digital Services Platform team and 3LS would liaise with them to resolve issues?
ANSWER 1 of 2
skills, role and tech
- Oracle SOA Suite 11, BPM, BPEL, Java, SOAP, REST, XML, XSD, WSDL, XSL, Alfresco, Oracle PL/SQL
- ETL (Talend + Active EON + Oracle PL/SQL)
JBoss Fuse Developer
- JBoss Fuse
- Xml transformation
- Active MQ
- Test Automation
- Manual Testing
- SOAP UI
14. Support Roles and technology (continued)
ANSWER 2 of 2
- Oracle DB
- Dev Ops
- Weblogic/Oracle SOA admin
- Unix / Unix Shell scripting
- Alfresco Admin
- Active Eon
- JBoss Fuse Admin
- Oracle DB
The infrastructure is looked after by the current L3 team and EBSA.