Care Quality Commission

To provide Development of new digital services

Incomplete applications

Incomplete applications
11 SME, 3 large

Completed applications

Completed applications
4 SME, 10 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Tuesday 28 November 2017
Deadline for asking questions Tuesday 5 December 2017 at 11:59pm GMT
Closing date for applications Tuesday 12 December 2017 at 11:59pm GMT


Opportunity attribute name Opportunity attribute value
Summary of the work CQC is embarking on a Digital Transformation to streamline and improve interactions with providers .This is to transform communication channels, improve registration, monitoring and inspection services. This initial work will enable the delivery of new services, refinement of development and service model. Further work to this will follow.
Latest start date Thursday 1 February 2018
Expected contract length 1+1 Years
Location London
Organisation the work is for Care Quality Commission
Budget range £3,000,000

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done CQC has an organisation-wide strategy for transformation, taking a more information led approach to regulation to improve both efficiency and effectiveness.
Objectives are to reduce burden on providers by streamlining the processes for requesting and sharing information used in the regulatory process (registration, monitoring, inspect and rate and enforcement); improving the journeys for information exchange, review and display; playing back known information to reduce duplicate requests; sharing information between system partners and building a set of reusable services.
The result is a greatly improved digital interaction with customers (service users, health and social care service providers, wider government body’s ).
Problem to be solved This procurement is intended to provide support for the following areas of development which collectively transform the user experience when interacting with the CQC as a provider, a partner, a service user or member of the public:
(i) Alpha & Beta work for initial phases of the CQC Registration Transformation Programme
(ii) Alpha & Beta work to extend information exchange and information display services,
(iii) Discovery, Alpha and Beta work to extend and modify internal and external facing services used to share such information
(iv) Integration work to ensure that new services interoperate with existing legacy systems,
Who the users are and what they need to do User fall into the following broad categories:
- Citizens
- Providers
- Internal Users
- Other Government bodies

Each of these user groups wishes to interact with CQC either to provide information or to use information in respect of regulated services being provided in England.

Users wish to experience a significantly improved set of frictionless, low burden user journeys.
Early market engagement We intend to hold a supplier event during stage 1 of this process. Details of such an event will be published through the clarification question process.
Any work that’s already been done CQC has already undertaken the following elements of work:
- Adult Social Care Provider Information Exchange (Private Beta phase)
- Share your experience (citizens sharing information about Complaints, concerns, whistle blowing and safe guarding; currently in Alpha phase)
- Intranet move from SharePoint 2007 across to Drupal 8 (currently in Discovery)
- Registration (currently in Discovery)
- Information Exchange for Primary Medical Services, GPs (Currently in Discovery)
Existing team Cross functional teams with business ownership and Product Management in some but not all areas. Some internal development staff (application development, BI development, scrum master), limited user research capacity. External supplier support for both legacy systems and for new developments working in blended teams for specific outcomes.
Current phase Discovery

Work setup

Work setup
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Address where the work will take place The supplier will be expected to work closely with the CQC delivery team. This will be at one of the following locations:
• 151 Buckingham Palace Road, London SW1W 9SZ
• St Paul's House, 23 Park Square South, Leeds. LS1 2ND
• National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne. NE1 4PA.
For some parts of the work the supplier will need to be physically located in one these offices e.g. for data and infrastructure access.
Working arrangements Members of the supplier team should be on-site as required to support an agile delivery. The delivery team will host agile ceremonies (stand-ups, show-&-tell review, retrospective and sprint planning) which will be mandatory for the supplier staff/team, and stakeholder workshops where possible.
Travel expenses will not be reimbursed - these should be accounted for in the pricing model.
Security clearance CQC Information Governance Toolkit / IG training may be required.
Suppliers may be required to sign specific CQC data sharing agreement Ts&Cs to protect data disclosure (NDAs, etc.).
Suppliers will NOT be provided with patient-level or identifiable information, but prior experience in handling sensitive data would be desirable.

Additional information

Additional information
Opportunity attribute name Opportunity attribute value
Additional terms and conditions Digital Outcomes and Specialists 2 call-off contract

Skills and experience

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

Skills and experience
Opportunity attribute name Opportunity attribute value
Essential skills and experience
  • Applications Development (including web dev using Drupal 8)
  • Build Master
  • Quality Assurance
  • Agile delivery Management (including scrum master and product management)
  • Configuration and release management
  • Tooling for CI /CD pipelines (e.g. Github, Bitbucket, Docker, Kubernetes, Jenkins, Postman)
  • Infrastructure (including IaaS and PaaS for AWS and Azure)
  • Integration with Legacy systems (including Siebel CRM 8.2, Oracle Business Intelligence)
  • Integration using ESB's (specifically Mulesoft)
  • Knowledge and experience of wider CRM products (such as Microsoft, Oracle and Salesforce)
  • Transition and Process Design (user driven services, coaching and support for internal team)
  • Design of products and services (User research and experience, Solutions architecture, business analysis)
  • Benefits Management for delivered services and products
  • Service Management (Operational live service support in dev Ops)
  • Working in a multi-supplier mixed environment (rainbow team)
Nice-to-have skills and experience
  • An understanding of healthcare data and the potential for data linkage between any new system and existing data systems
  • Experience with legacy estate technologies such as (Siebel CRM version 8.2.15; Oracle OBIEE; Oracle Endeca; Oracle HR, Oracle Finance, CACI Cygnum; .NET applications)

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 5
Proposal criteria
  • Approach and methodology
  • Estimated team size and skills required to deliver work
  • How the development work will integrate with other phases of work and teams
  • How the proposed approach offers value for money to CQC
  • A proven track-record in developing with the core technologies detailed below, forming the core of CQC’s technology roadmap
  • A strong understanding of micro-services and experience in their application – taking an API first approach to design and delivery
  • Excellent understanding and experience with agile delivery, continuous integration and continuous deployment and their collective application to underpinning a devOps delivery culture
  • Strong automation skills in testing, release and configuration management
  • A metrics driven approach to iterative development, putting measurement at the heart of backlog development and iterations
  • A strong ethos regarding user centred design and a proven track-record of establishing transformative services on the basis of a user-centred approach
  • Experience of design, and management, of digital and legacy systems integration
  • Proven experience of knowledge sharing and skills transfer with in-house teams so as to build sustainable capability
  • Excellent data management skills, conforming information exchange to NHS and other appropriate standards
Cultural fit criteria
  • Work as a team with our organisation and other suppliers
  • Share knowledge and experience with other team members
  • Can work with clients with low technical expertise
Payment approach Capped time and materials
Assessment methods
  • Written proposal
  • Case study
  • Work history
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. Please can you advise when will the supplier event or teleconference (outlined in Early market engagement) will be held? Thank you for your question, we are expecting to hold the supplier webinar on Wednesday 6th December, either between 11:00-12:00 or 12:00-13:00.
2. Can you provide information on how to register for the webinar We have arranged a Skype meeting from 11:00 - 12:00 on Wednesday 06/12/2017.
Please follow the link below or dial in details
Join by phone
UK: +44 207 4849 444 (United Kingdom (UK))
Conference ID: 5104600
3. Can you please clarify if there are any dependencies that the projects listed within this scope will have on the migration from SharePoint 2007 to Drupal ? We currently use SharePoint 2007 for our Intranet and it's content. This is already within scope of other work currently being done and we don't envisage it affecting the larger areas of work
4. We note that Build Master has been listed so can you explain what role this serves within the project and if any alternative approaches have been be considered? The Build Master role is expected to retain overall responsibility for automation of build pipes and release management to remove manual intervention and the possibility of divergence between environments during the build phase. Evidenced experience of using Continuous Integration and Continuous Deployment approaches are expected from any successful supplier.
5. Could you explain why you have separated the requirements into 2 separate opportunities - what is the rationale behind how you've split them pls? This aligns with CQC's digital phases of work and how we will be delivering the expected outcomes.
6. Can you please confirm that question 2 of 'Essential Skills and Experience" relates to our experience of the Build Master product This is not about the Build Master product but instead about the role of some one who is acting as the "controller of builds" it is someone who is orchestrating the builds of products as multiple services start to use the same technologies.
7. Are you able to assign a Product Owner who will have the authority to make most decisions on the work We are early (and therefore not mature) on our digital / agile journey and have had a mixed experience so far of getting our business partners to allow this to happen per the true agile approach. We would always aim to empower the Product Owner to make decisions and then provide senior management support from the digital team to unblock any business issues.
8. Are you looking to appoint one provider to cover everything or a number of more specialised agencies We will appoint one supplier from the outcome of this tender
9. Do you expect the incumbent agency to be submitting a proposal This is an open engagement, which allows for the existing agency to be able to apply to work with us through these opportunities.
10. Drupal 8 experience for application development is an essential skill. Is Drupal 8 confirmed as the chosen platform for this project Drupal 8 is the chosen platform as a content management framework for CQC. This provides us with key functionality for web facing content and to be able to configure for unique processes to CQC, however, not all processes are a best fit for this (we wouldn't anticipate creating a CRM system from the ground up using Drupal for example)
11. Are you looking for infrastructure and hosting definition or do you have these environments in place already Infrastrcuture and hosting is already covered off in our architecture.
12. Where is your data currently held We have a breadth of data held in different systems. Please refer first off to the architecture documentation from the market engagement presentation (at the back of the slides). Broadly we have data held in legacy systems hosted using existing arrangements with partner organisations on CQC "owned" infrastructure and platforms. In addition the latest digital work is hosted on a Microsoft Azure platform
13. Are you willing to use an agile methodology for all phases of the work Yes - where we have to be careful is how we orchestrate with legacy systems. We have seen that the agile methodology and approach needs to be accommodating of the legacy systems and their cycle times.
14. Do you currently have knowledge of the number of external/legacy systems that need integration points (and what is that number?), or will this only come out of discovery? We do have knowledge - please see the shared presentation from the market engagement and the slides at the back for more information
15. What is the scope of the Oracle work, simply integrating the web technologies with the backend Oracle-managed data - or do you require actual development on Oracle? If the latter, given the differences between open source digital platforms and Oracle platforms, would you consider procuring these from separate suppliers to get best of class, each playing to their strengths We require understanding of the Oracle technologies at play. The digital technologies being used to develop solutions is the focus, however, the processes and data collected will likely need to be shared with existing Oracle solutions and databases.
16. You mention solution must integrate and replace legacy systems. Is legacy replacement part of the current DOS scope No. The digital solutions developed will stop work arounds or poor old processes that have been put into legacy systems eroneously to date. It is not the remit of these to replace legacy systems. It is expected that through this approach the legacy system are taken back to core functionality and can then be updated with newer technology.
17. And can you share replacement roadmaps in terms of timelines and preferred platforms See presentation shared
18. You mentioned that a previous couple of projects required more UX than originally anticipated. Could you highlight what type of UX tasks took longer than expected e.g. user testing Specifically the additional tasks were about understanding types of users in more depth and understanding how they would interact with the solution in more detail. This allowed us to identify new user types not previously understood and develop new user journey's and experiences for them. Crucially these new users have a different set of processes in their own work environment which shape how the interact with CQC and our new solution. It is this understanding, research, prototying which has taken the additional time.
19. From your current architecture perspective, can you also share your front end platform components other than Drupal 8? E.g. web applications (internal / external facing) in Java/.net/JS etc? and how it would play into the target architecture Please see presentation
20. You mentioned regarding the lack of in-house user research. What other design competencies are there in-house and how will they be integrated during this programme We have some Developers, but not enough with the necessary skill sets and experience; Scrum Masters and Product Owners, but again a lack of experience; Content designers, but numbers are limited at this stage; limted numbers of user researchers; We currently have around 12 business analysts, however, much of their capacity is limited. So we would need to augment these roles with external roles to fill in the gaps in capacity as well as to provide knowledge transfer to those with less practical experience.