Ministry of Defence, Information Systems & Services (ISS)

CCT492: Managing the Delivery of ISS Non Standard Service Requests

Incomplete applications

Incomplete applications
0 SME, 2 large

Completed applications

Completed applications
5 SME, 1 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Friday 24 November 2017
Deadline for asking questions Friday 1 December 2017 at 11:59pm GMT
Closing date for applications Friday 8 December 2017 at 11:59pm GMT


Opportunity attribute name Opportunity attribute value
Summary of the work Primarily the work involves direct delivery management of significant ICT changes but there will be times when a Delivery Manager will be expected to deal with escalations and complaints from customers where they arise.
Latest start date Thursday 18 January 2018
Expected contract length Until 30 April 2019 with two x 6 month options pending financial approval
Location South West England
Organisation the work is for Ministry of Defence, Information Systems & Services (ISS)
Budget range Total Budget for Duration (not including extension Options) £3.14M inc VAT.

LoL for T&S (included within above figure) for Duration £0.087M inc VAT

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done NSSRs are used by ISS customers to deliver ICT changes that are too complex for fulfilment through the Service Catalogue and by their nature, are non-repeatable. They cover changes to the ICT laydown; each driven by a customer-funded demand signal. They range from simple projects, such as flood-wiring a new wing of a building, to highly complex tasks, such as the synchronised move of hundreds of personnel to/from a collection of disparate sites around the UK or overseas. Where the delivery management becomes too technical/complex for Customer Services to deliver, it necessitates a more specialist capability to fulfil this need.
Problem to be solved ISS does not possess the in house SQEP to deliver NSSRs and relies on industry to provide a client-side, integrated management team working with Project/Programme Management and Customer Services professionals to deliver to Defence needs.
Who the users are and what they need to do The user could work as a civil servant or a member of any of the Armed Services. As an Authorised Demander within the MOD, the user needs to have the ability to receive cross-tower project delivery, ensuring that all dependencies between the various delivery organisations are catered for and effectively managed through a single point organisation. The user needs to know the person who is managing this delivery and expect to have regular progress updates. In many cases, the user and the Delivery Manager will need to work together to synchronise building works (user responsibility) with ICT works (ISS responsibility).
Early market engagement Nil
Any work that’s already been done ATFQ. Provision of a flexible and scalable project delivery service to the MOD to manage non-standard service requests (NSSR). NSSRs are changes that cannot be fulfilled via the catalogue for a defined, standardised set of requirements. Following the creation of a multiple managed service provider tower model, the MOD now requires an independent delivery team to manage NSSRs across the various delivery organisations to ensure the end customer experience for change is seamless and effective.
Existing team An interim team has been in place since August 2017 managing the more complex NSSRs comprising largely of Delivery Managers with a small number of supporting roles.
Current phase Live

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place Primary location for team management is MOD Corsham, Westwells Road, Corsham, Wiltshire, SN13 9NR. Due to the nature of the work to be delivered, a number of the roles will need to travel across the change environment (UK only).
Working arrangements Primary location for team management is MOD Corsham, Westwells Road, Corsham, Wiltshire, SN13 9NR. Due to the nature of the work to be delivered, a number of the roles will need to travel across the change environment (UK only). Travel costs will need to be included. These will be lower of the MOD subsistent rates or receipted actuals. The team will work office hours Monday to Friday with the central management being base at MOD Corsham and delivery roles based geographically at the various locations within the UK.
Security clearance SC Minimum is required to be in place for all personnel prior to the contract starting. A proportion (c25%) of the team will need to have DV clearance to cover some of the higher classification systems that MOD deals with.

Additional information

Additional information
Opportunity attribute name Opportunity attribute value
Additional terms and conditions Security Aspects Letter (SAL) available on request

QA Conditions applicable:
Concessions shall be managed in accordance with Def Stan 05-061 Part 1 Issue 6: Quality Assurance Procedural Requirements - Concessions

Any Contractor working parties shall be provided in accordance with Def Stan 05-061 Part 4 Issue 3: Quality Assurance Procedural Requirements - Contractor Working Parties

Copies of DEF Stans can be obtained from the UK Defence Standardisation team (see )

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
  • • Working knowledge of the existing DII and MODNET environments or similar government ICT networks. (10%)
  • • Experience of delivering ICT Infrastructure projects, particularly change projects (NSSRs). (25%)
  • • Ability to operate under a flexible workforce model. (5%)
  • • Ability to work collaboratively with in-house MOD teams. (10%)
  • • Working knowledge of operating within a multi supplier delivery model. (10%)
  • • Fully mobile. Able to move between locations at short notice, possibly involving regular overnight. (10%)
  • • Excellent communication, presentation and client engagement skills. (10%)
  • • Organisational and Planning Skills. (10%)
  • • Analytical and Report Writing skills, with the need to give attention to detail. (5%)
Nice-to-have skills and experience
  • • Experience of improving business processes by contributing to a multi-disciplinary collaborative team. (2.5%)
  • • Experience of articulating data sets for candidate standard offerings. (2.5%)

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 5
Proposal criteria
  • • Technically competent to understand, advise, manage and deliver ICT change projects and installations for data, voice and video at various security domains. (25%)
  • • Depth of previous NSSR/Significant ICT Change experience. (30%)
  • • Team structure, including ability to provide the required supporting roles. (10%)
  • • Methodologies and approaches deployed for delivery management and how these meet our objectives as well as user needs. (10%)
  • • Breadth of previous experience of change within the MOD ICT environment, particularly DII and MODNET. (10%)
  • • Management of the programme of work. (7.5%)
  • • Management of risks, issues, and dependencies. (7.5%)
Cultural fit criteria
  • • Particular emphasis on learning from experience and sharing this with colleagues to leverage wider customer and organisational benefit. (20%)
  • • An organisational inclination to put the customer at the heart of delivery. (25%)
  • • Collaborative by instinct. (20%)
  • • Effective at problem solving, complaint handling and conflict resolution. (15%)
  • • A desire to save money and create value for the taxpayer. (20%)
Payment approach Fixed price
Assessment methods Written proposal
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. Regarding question two under nice-to-have skills and experience, can you please elaborate on the term candidate standard offerings? ISS is in the process of adding certain types of NSSR to the Services Catalogue. Those that we propose be added are termed 'candidate standard offerings' and require a minimum data set.
2. Regarding question one for essential skills, can you please confirm what you mean by 'working knowledge'? Are you referring to everyday user knowledge, or the actual build/implementation of the DII and MODNET environments? The required working knowledge relates to understanding the build and architecture of both DII and MODNet environments, or similar Government ICT networks.
3. Is it possible to please to output all of the questions in one go prior to completing on the portal? We assume that this question relates to the publication of clarification questions. If this is not the case please ask another question stating more clearly what it is you wish to know.

All clarification questions are being published on the Digital Market Place, and bidders have access to all questions as and when an answer is provided.
4. Does the buyer foresee any potential conflicts of interest, for example if a supplier bidding for this requirement were already part of a GC service delivery chain? A large part of the requirement is to manage the providers of Global Connectivity, Integrated User Services and Desktop Services and as such, there would be a potential conflict of interest for any bidding party delivering these elements. If this should be the case, any such bids will need to clearly outline how such conflicts of interest will be managed.
5. The following is not in response to a supplier query, but is provided as additional information which may assist Suppliers.

The answer concerns the applicability of IR 35
IR 35 will not apply to this requirement
6. Will there be any more information available to those companies that successfully pass the PQQ stage? Companies that pass the PQQ stage will receive a letter informing them of the next stages and will contain some additional information; the extent of which will not be known until MOD has reviewed all bidder material.
7. What is the expected deadline for Bid responses? The bid window closes at 2359hrs on 8 Dec 17.
8. Can the Authority confirm the expected pricing and invoicing scheme. Will this be T&M based and Invoiced on a monthly basis? As stated in the advert, the payment approach is "Fixed price".

Bidders are free to propose whatever payments schedule they wish within their proposals.
9. Is there a company already providing the required support? Yes. The current support arrangements have been in place since Aug 16, secured under an agreement not relating to DOS. For reasons of commercial confidentiality we are not able to reveal their identity.
10. What is the expectation of the number of Delivery Managers required at the start of the contract and the expected ramp up? As the delivery capability is expected to be scalable, the number of Delivery Managers cannot be set, besides, this would largely depend on the business model proposed by a bidder. Currently, the number of NSSRs in scope for delivery is 240 but has been as high as 290 and there is scope to add other NSSRs to this delivery model that are, at present, being delivered by Crown Servants, but this will be subject to many factors not least the quality and scalability of the capability that is secured via this competition.
11. The stated budget is £3.14m. Does the Authority expect a large pool of Full time Delivery Managers to be sat in Corsham from day one OR Is the Authority expecting a flexible model where individuals are found and sent to Corsham as and when required for set durations? Sufficient full-time Delivery Managers will indeed need to be in place from day one but it is not expected that these will all be based in Corsham. There is an expectation that some (at the discretion of bidders) will be based nearer or on customer premises around the UK.
12. One of the PQQ questions states “Experience of articulating data sets for candidate standard offerings”. Can the Authority please elaborate on what it means by “standard data sets” and “standard offerings” perhaps by giving an example? This relates in part Question 1 that was answered. We refer to ‘minimum data sets’ and ‘standard offerings’. Within an ICT Services Catalogue, there will be ‘standard offerings’ that our in-house Demanders call-off, avoiding some management cost associated with delivery of an NSSR. Some NSSRs may be better suited to be delivered via the ISS Services Catalogue but to do this we are required to develop a ‘minimum data set’ which defines the service in a way that helps the consumer to understand what is being offered at what price/timeframe and the business to understand how it is fulfilled.
13. One of the PQQ questions states “Working knowledge of operating within a multi supplier delivery model”. Can the Authority please clarify what it means by this? To deliver the ICT services to its customer base, the MOD has set up several different suppliers to deliver different elements of the ICT service, with three principle suppliers, one for global connectivity/infrastructure, one for integrated user services and one for desktop services. In delivering a complex NSSR, a Delivery Manager would need to engage all three suppliers and we require any bidding company to have a working knowledge of delivering complex change within such a model.