Awarded to Scalar Consulting Ltd

Start date: Monday 4 December 2017
Value: £68,750
Company size: SME
UK Export Finance (UKEF)

Digital Service Delivery Implementation

2 Incomplete applications

2 SME, 0 large

15 Completed applications

12 SME, 3 large

Important dates

Friday 3 November 2017
Deadline for asking questions
Tuesday 7 November 2017 at 11:59pm GMT
Closing date for applications
Friday 10 November 2017 at 11:59pm GMT


Specialist role
Service manager
Summary of the work
UK Export Finance is looking for a digital specialist with experience in setting up and implementing service delivery operating models, online support systems and teams for the new Operations Division, aligned to Government Digital Services (GDS) Service Standards.
Latest start date
Monday 27 November 2017
Expected contract length
3 - 6 months, 2 weeks' notice for termination of contract
Organisation the work is for
UK Export Finance (UKEF)
Maximum day rate
£600 (exclusive of VAT)

About the work

Early market engagement
Who the specialist will work with
The specialist will report to the Head of UKEF Operations, and will work closely with the Operational Service Delivery Manager. They will also be required to work with project leads on the Digital Portal, Workflow and Bank Delegation Projects.

They will also work with key staff within the Business Group (BG), particularly the BG Senior Operations Manager, the Head of Short Term Business Underwriting and Head of Post Implementation Management.
What the specialist will work on
The specialist will be part of the Operational Service Delivery Team. They will be responsible for defining the model and requirements for this team including defining and drafting the governance, process definitions, data management information requirements and the roles of the required team.

The specialist will ensure the service is aligned to the GDS Service Standards. Implementation of a Salesforce Support module and the operating model will also be required to be undertaken.

The specialist will support the Operations Service Delivery Manager in setting up the team and service.

Work setup

Address where the work will take place
UKEF Offices, 1 Horse Guards Road, London, SW1A 2HQ.

It may be required that the specialist works at other locations as and when needed.
Working arrangements
A typical working day is 9am-5pm, however working outside of these hours may be required due to business/project need. The role is based in London.
Security clearance
The role will require Government Counter Terrorism Security Standard Clearance (known as CTC). UKEF would facilitate the process should this level or above not already be held by the successful supplier.

Additional information

Additional terms and conditions
This will fall outside of IR35 regulations.

Travel and subsistence expenses to and from UKEF Offices and to other locations in London or the Greater London Area will not be paid.

Should the Buyer require the specialist to travel outside of the Greater London area for the role, expenses will be agreed as they arise.

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 of design of online digital service delivery operating models, most particularly in Financial Institutions or Government
  • Experience of implementation of online digital service delivery operating models, most particurlary in Financial Institutions or Government
  • Experience of building services aligned to GDS Service Standards
  • Experience of managing digital services aligned to GDS Service Standards
  • Designing and implementing a customer support system
  • Experience of working on large/complex projects and programmes
  • Experience in using agile methodology
  • Strong understanding of the importance of user needs
  • Experience of interacting with stakeholders at different levels, including delivering written communications on detailed and complex subject matter
  • Strong interpersonal skills, with the ability to express issues clearly and succinctly in both oral and written communication, to confidently engage with stakeholders and colleagues
  • Strong organisational, planning and prioritisation skills, with ability to think strategically
  • Being commercially and politically aware to consider and understand the wider impacts of all decisions and advice
  • Have an understanding of assisted digital and accessibility within service management
Nice-to-have skills and experience
  • Knowledge and experience of K2 workflow
  • Knowledge of Fidelity ACBS
  • Knowledge and experience of Salesforce
  • Experience of taking services through Service Assessments

How suppliers will be evaluated

How many specialists to evaluate
Cultural fit criteria
  • Demonstrate ability to work in a fast-moving and ambitious Department
  • Be Digital by Default
  • Be able to cope with a significant increase in transactions
  • Be able to demonstrate ability to continuously improve customer service
  • Work closely with other functions within UKEF such as Information Technology (ITD); Change, Innovation & Delivery (CID); and Business Group (BG)
Assessment methods
  • Work history
  • Reference
  • Interview
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Does this role fall inside or outside of IR35?
This role falls outside of IR35 regulations