The Home Office

Home Office - Technical Service Catalogue Development

Incomplete applications

Incomplete applications
2 SME, 0 large

Completed applications

Completed applications
6 SME, 3 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Thursday 4 January 2018
Deadline for asking questions Thursday 11 January 2018 at 11:59pm GMT
Closing date for applications Thursday 18 January 2018 at 11:59pm GMT


Opportunity attribute name Opportunity attribute value
Summary of the work There's a requirement for the HO to build and develop a Technical Service Catalogue.
This must include:
• Taxonomy of Technical Services
• Technical Service Roadmap (Current vs. Target state)
• Technical Service Catalogue process
• Document the Technical Service Catalogue
• Technical Services data set to load into ServiceNOW
Latest start date Wednesday 28 February 2018
Expected contract length Initial SoW approx 3 months, with possible further SoWs (up to 1 year in total)
Location London
Organisation the work is for The Home Office
Budget range c£900k over the contract.

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done The Home Office Technical Service catalogue is not at the maturity level required. This has impacted our ability to effectively communicate our Service provisions to the consumers across the business. In order to address the issue, Home Office require to build Technical Service catalogue to enable the Infrastructure and Platforms (I&P) portfolio to offer a creditable and mature service.
Problem to be solved The supplier will need to:
• Document the taxonomy of the current state and required technical services.
• Gap analysis against Technical Service requirements (Best practice) vs. Current state – Highlight recommendations.
• Indentify roadmap stages to deliver these Services against best practice recommendations.
• Agree to use standard templates to capture information. The template must consider future service additions and provide process mechanisms to facilitate updates.
• Document service definitions.
• Development of a baseline Technology Service Catalogue for the I&P portfolio
Who the users are and what they need to do HO DDaT Portfolios, Live Services and I&P require documentation of the technical service offerings within I&P. This will enable effective communication and understanding of technical service provision, how they are used, levels of quality expected, ownership and fulfilment SLA’s across Home Office.
Early market engagement None.
Any work that’s already been done High level discovery meetings have been conducted by internal teams to collate taxonomy of products and services provided. This list is not definitive but gives the supplier an indication of the magnitude of work.

It should be noted that work is already been carried out to document the Technical Services for Home Office Data Centres. This documentation needs to be embedded into the overall Technical Service Catalogue.
Existing team The supplier will be primarily working with I&P and Live Services teams across the Croydon estate. There will be ad hoc requirements to attend other sites across London and Manchester.
Current phase Not applicable

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place Home Office London – Croydon (Primary location)

Ad –Hoc requirements to travel to sites across London (Marsham Street/ Hendon) and Manchester (Soapworks)
Working arrangements This is envisaged as a fixed price engagement with agreed outputs. It is expected that much of this will be achieved working on-site with I&P and Live Service. Normal operational hours of Monday to Friday 9am to 5pm
Security clearance All staff must hold or be prepared to undergo SC Security Clearance to operate on this project.

Additional information

Additional information
Opportunity attribute name Opportunity attribute value
Additional terms and conditions Stnadard DOS terms.

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
  • Provide evidence of demonstrable ServiceNOW experience of delivering a Technical Service Catalogue in a commercial or government environment.
  • Demonstrate in-depth technical understanding of a wide range of infrastructure products and services with the ability to translate information in catalogue entries.
  • Evidence a deep understanding of IT Service Management/ Operation skills and capability requirements.
  • Provide evidence of relevant previous experience, methodology and processes followed to deliver a Technical Catalogue.
Nice-to-have skills and experience
  • Show experience of working in a challenging and complex public sector environment with regularly changing priorities.
  • Evidence a strong knowledge of and experience working with IT support services within the public sector
  • Provide details of previous experience working in large scale disaggregated support model which uses and engages with multiple 3rd Party Suppliers.
  • Demonstrate previous experience, methodology and processes followed to deliver a Technical Catalogue.

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 5
Proposal criteria
  • Methodology & Approach
  • Outline project plan
  • Mobilisation
  • Proposed Catalogue Format and Scope
  • Proposed level of details to be captured for catalogue & business rationale
  • Integration of the Technical Service catalogue as part of a ServiceNow based solution
  • Quality & Experience of Resources
Cultural fit criteria
  • Demonstrate an open and collaborative team approach
  • Provide evidence of flexible working practices
  • Evidence a commitment to team working
  • Demonstrate the ability to contribute to an evolving organisation which has a number of areas that is transforming and improving.
Payment approach Fixed price
Assessment methods
  • Written proposal
  • Work history
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. How likely is it that further work will be required beyond the first SoW? Depending on satisfactory delivery of the initial catalogue requirement, it is very likely that further SoWs will be issued during the full term of the contract.
2. Under the problem you state that the supplier would be required to "Document the taxonomy of the current state and required technical services", but you later state "High level discovery meetings have been conducted by internal teams to collate taxonomy of products and services provided". Given that the internal teams would be better placed to do this work, is the requirement that the tool can capture this information rather than the supplier would be required to discover and document incumbent systems? Although there have been a number of discovery meetings to collate the taxonomy of services, the list is not definitive. We require an experience supplier to engage with our internal teams to discover, build on existing documents and finalise the taxonomy information.
3. We would like clarification on the following:
1) How many resources do you need to fulfil the role, 1, 2 or many?
2) The non-definitive list already collated, will it be shared with the supplier prior to the engagement?
3) Do you have an end-state or target state architecture to reference for the roadmap catalogue production?
4) How many service catalogues will be developed or produced?
1) The Taxonomy of Services and Products will be issued to give indication of scope.
2)The Taxonomy of Services and Products collated will be shared with the supplier prior to the evaluation stage.
3) We are seeking guidance from a supplier (SME) to help document current state of the Products and Services. We would then expect the supplier to help determine the target state of these services, documenting the subsequence steps to achieve service maturity against industry best practice.
4) The HO has a single Service Catalogue already in place, this work will modify and enhance the existing catalogue.
4. Can we see the work already completed to scope the size of the products and services provided? this will help answer:
a. What is the approximate size of the current Technical Service Catalogue?
b. How many request Items?
c. How many delivery teams are involved in request delivery?
a) The Taxonomy material that has already been collated will only be shared for those suppliers who passed through evaluation stage and are invited for interviews. This work pack is to enhance the data entries within the existing Service Catalogue.
b) Please note request items are not in scope of this work pack
c) See above, Request items are not in scope of this work pack.
5. Is the existing Technical Service Catalogue built in ServiceNow? The complete Home Office Service Catalogue is not currently on ServiceNow as some of the Home Office’s services are yet to be migrated to the HO DDaT Live Services Support Model.

Where detailed technical service catalogue entries have been developed in the Home Office, for example, data centre services, these are currently documented using MS Word. A project is underway to transfer the storage of business services and technical service catalogue entry data to ServiceNow.
6. Further to ServiceNow

a) what version is it running (Jakarta?). If not Jakarta, is there a plan/timeframe in place to upgrade?

b) is it already integrated with a user management system (Eg. Active Directory)? If so, are security groups, distribution groups, and reporting hierarchies synchronised?

c) is it utilising CMS or ServicePortal as the front end?

d) Aside from the Taxonomy of Services and Products that you have stated will be provided as part of the proposal process, will there be additional information provided by the Home Office to assist vendors to further understand the as-is landscape, scope and requirements?
a) The Jakarta upgrade is planned for end of Q1 18

b) ServiceNow is integrated with ADFS and this is used to determine access to the Service Catalog in ServiceNow.

c) As per the response to question a above, actionable items in the service catalogue are held In the ServiceNow Service Catalog module.

d) Yes.
7. a) To clarify, the 18th Jan closing date is to complete the online application and not to submit our full written proposal?
b) When should we expect to hear if we will be invited to submit a full written proposal?
c) Will there be a specific template that the written proposal needs to be in?
d) What will be the timeframes for the proposal?
a) Yes, as per detail on the portal.
b) Around 25th Jan 18.
c) Yes there will be a template in the RFP documentation.
d)A detailed timeframe will be published in the RFP.