Awarded to Keystream Group Limited

Start date: Monday 8 January 2018
Value: £447,450.40
Company size: SME

NEL 2020 Transformation Programme

24 Incomplete applications

20 SME, 4 large

7 Completed applications

6 SME, 1 large

Important dates

Tuesday 5 December 2017
Deadline for asking questions
Tuesday 12 December 2017 at 11:59pm GMT
Closing date for applications
Tuesday 19 December 2017 at 11:59pm GMT


Summary of the work
NEL CSU are looking to award a managed service contract for the provision of a small transformation team to meet the changing demands on ICT in the NHS.
Latest start date
Tuesday 2 January 2018
Expected contract length
The initial engagement is likely to extend to 12 months reviewed at key points throughout.
Organisation the work is for
Budget range
Your proposal should be based on the three full time roles, based on 238 days per annum for each role. The roles are:

Programme Director
Service Management Design Lead
Chief Enterprise Architect

Pricing should include VAT and expenses.

About the work

Why the work is being done
NEL CSU are looking to award a managed service contract for the provision of a small (3 roles – Programme Director, Service Management Design Lead and Chief Enterprise Architect), highly specialised programme delivery team to deliver their ICT strategic transformation programme. The programme is aimed at improving the customer experience by delivering a set of high quality services and enabling the CSU to become the digital partner of choice to their customer base.
Problem to be solved
Following the merge of two CSUs we recognise the need to unify our operating models and develop and deliver our ICT digital strategy
Who the users are and what they need to do
The CSU provide ICT services to a range of NHS and healthcare providers.
We are embarking on a transformation programme that will enable us to better support the needs of our customer base in the changing healthcare economy.
Early market engagement
Any work that’s already been done
Existing team
The programme will be delivered primarily by CSU staff supplemented with a team of key interim programme resources to provide specialist skills where required.
Current phase

Work setup

Address where the work will take place
NEL has a number of sites in which the supplier can work including Clifton House near Liverpool Street Station London
Working arrangements
We envisage that the programme team will work closely with the senior executives and wider operational staff, requiring at least 3 days on NEL CSU sites. Travel between a range of locations in the South East of England will be required and should be included in the overall pricing envelope provided by the supplier.
Security clearance
No security clearance required.

Additional information

Additional terms and conditions
Standard Contract under this Framework will be used.

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
  • Approach aligned to NEL CSU’s ICT strategy and strategic improvement programme.
  • Understanding of ICT service provision and the challenges facing CSUs in the NHS economy.
  • Experience in delivering transformation programmes.
  • Pricing model
  • Familiarisation with NEL CSU and their business challenges.
Nice-to-have skills and experience
Evidence of delivering at scale

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Approach and methodology
  • Team structure
  • Value for money
Cultural fit criteria
  • Are able to demonstrate they have a history of working with NHS organisations including Service Providers i.e. CSU's
  • Ability and willingness to align with the current programme approach
  • Need to demonstrate a flexible, positive and transparent approach
Payment approach
Capped time and materials
Assessment methods
  • Written proposal
  • Work history
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Is there an incumbent provider of these three resources please?
Part of the service is being managed by an existing provider however this comes to an end in December 2017.
2. Whether there was any further information or links to the NEL CSU specific business challenges mentioned in the ‘Essential Skills and experience’ section.
The CSU are looking to undertake a programme aimed at improving the current ICT service delivery management regime which will be the precursor to a digital transformation. It is a wide ranging programme covering all business functions. This is being undertaken against a backdrop of a changing NHS / healthcare economy (public domain information) and the changing demands of our customer base. It needs to be delivered at pace utilising existing staff wherever possible.
3. The requirement is posted as being for a small transformation team. But then goes on to read as excluding Transformation teams who do not have a background with a CSU or NEL CSU. Is the requirement only limited to transformation team service providers who have worked with CSU's. If so is that not a limited group.
Primarily we are looking for a supplier who has experienced in successful transformation. However suppliers with familiarisation of NEL or CSUs would be an advantaged.
4. What is meant by 'pricing model' in the 'essential skills and experience'. Is this simply experience of working on capped T&M contracts?
Please provide details of the financial pricing for providing this service as well providing evidence that as a supplier you have successful experience of working within a capped T&M contract.
5. Could you also let us know whether the CSU had any consultancy support in developing the strategy and, if so, which consultancy organisation(s) was involved?
We have had a small team of freelance consultants developing the strategy in collaboration with our senior executive team.
6. Familiarisation with NEL CSU and their business challenges. If we do not have experience with NEL CSU but other NHS service providers, is this acceptable?
I can confirm this would be acceptable.
7. Part of the service is being managed by an existing provider however this comes to an end in December 2017. Has the existing provider helped shape the requirements for this tender?
The existing provider has not provided any support in the development of this tender. I can also confirm the existing provider will not be submitting a proposal for this service .
8. Is it your preference for a supplier to provide body-shopping services, or are you seeking a genuine managed service / partnership arrangement that includes supplier management, value-add services etc.?
I can confirm we are looking for a genuine managed service arrangement
9. Please advise where we can obtain a copy of NEL CSU’s ICT strategy and strategic improvement programme
We believe we have provided enough information to enable potential suppliers to provide their response to the Digital Outcomes posting. NEL 20:20 is aimed at improving the customer experience by delivering ICT services more robustly, consistently and with a high degree of quality. This will inform our digital strategy, which will then be approved within the organisation ready.
10. In the budget range you state that pricing should include VAT and expenses. It is unusual to ask for pricing that includes VAT as this is a potentially variable charge that is added at the prevailing rate; is this correct?
We would like see the full costs. However accept your comment about VAT. Therefore we are happy to accept costs excluding VAT.
11. What is the budget/estimated budget for this work?
The financial budget is between £440k to £510k, including margin and expenses but excluding VAT.