Foreign and Commonwealth Office (FCO), Consular Directorate

CPG/3012/2018 Supporting the delivery of two global Emergency Travel Document Centres

Incomplete applications

15
Incomplete applications
10 SME, 5 large

Completed applications

11
Completed applications
9 SME, 2 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Wednesday 10 October 2018
Deadline for asking questions Wednesday 17 October 2018 at 11:59pm GMT
Closing date for applications Wednesday 24 October 2018 at 11:59pm GMT

Overview

Overview
Opportunity attribute name Opportunity attribute value
Summary of the work Supporting delivery of two global Emergency Travel Document Centres, one in Europe and one outside Europe, for processing and issuing of 30,000+ Emergency Travel Documents annually to British people overseas.
Latest start date Monday 5 November 2018
Expected contract length 17 months, though we anticipate the bulk of the programme will be delivered by summer 2019.
Location London
Organisation the work is for Foreign and Commonwealth Office (FCO), Consular Directorate
Budget range £340,000 to end of this financial year (end of March 2019).
£640,000 to end of the following financial year (end of March 2020)

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done One of FCO’s three Foreign Policy Priorities is to ‘Assist British people living, travelling and working around the world when they are most in need’. We issue over 30,000 Emergency Travel Documents (ETDs) each year to British people overseas who lack a passport. Pilots since November 2017 have shown that we can process ETD applications and issue ETDs remotely. We now want to create two global ETD centres to give customers a more flexible, modern service, ensure robust decision making, and provide greater operational efficiency. We look for the bulk of the programme to be delivered by summer 2019.
Problem to be solved We need the specialist skills to establish two global ETD centres, including managing logistics, staffing, office set-up, courier services etc.

We need business analysis and technical capability to develop a new consular digital application that helps staff identify particularly urgent ETD applications and improves workflow. We also need additional capability to develop our existing digital applications and systems to support delivery of customer-facing processes eg appointments booking and notification systems.

We need business analysis skills to complete and deliver our Target Operating Model, to monitor processes, to measure impact and report on the benefits realised by the global ETD centres.
Who the users are and what they need to do As a consular staff member I need to be able to access, prioritise and process ETD applications and all their supporting documentation online, interview customers remotely, then print and courier ETDs to customers or enable colleagues in consulates close to the customers to print and hand over ETDs.

As a consular customer, I need to be able to apply for an ETD, pay for it and upload all my supporting documentation and photo online, then take receipt of the ETD either by courier or at my nearest consulate.
Early market engagement Not applicable.
Any work that’s already been done The ETD Improvement Programme has enabled online customers to complete their applications and upload photos and supporting documents digitally. It has streamlined processes for staff in some British Consulates.

Two pilot hubs in Europe have tested the processing and issuing of ETDs remotely. Staff also trialled new processes, remote interviewing and courier services.

Our Target Operating Model for the global ETD centres is under development, building on the experience of the pilot.

A project implementation plan has been designed.

Some staff are already being recruited for the first global centre.
Existing team The supplier will need to work with the Consular Technology and Transformation Team , the FCO Digital team, and with stakeholders from throughout the FCO's overseas network and in IT, Human Resources, Finance and Estates management departments.

The supplier will also need to collaborate and coordinate with the FCO's existing suppliers of component IT systems Casebook, BRIDGE, ETD Online and Consular Integration Service .
Current phase Beta

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place FCO, King Charles Street, London SW1A 2AH
Working arrangements Core team onsite/available 3-5 days a week, to participate in team and wider meetings, including Programme Boards, and to collaborate and consult with stakeholders.

There may be a requirement to work 5 days a week ahead of the establishment of the first centre. Other team members to be brought in as required.
Security clearance We require the relevant supplier team member(s) before they start work to achieve SC clearance with FCO; or to have applied for SC clearance with the FCO where we reserve the right to terminate the contract if the lack of SC clearance with the FCO compromises performance of the contract.

Additional information

Additional information
Opportunity attribute name Opportunity attribute value
Additional terms and conditions Not applicable.

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
  • have experience of engaging with and influencing senior stakeholders across the client organisation, attending boards, presenting and representing the Programme, so as to achieve necessary approvals.
  • have experience of producing and updating at pace high quality programme documentation, including the programme plan and risks, issues, assumptions and dependencies for agile delivery.
  • have experience of managing and co-ordinating project delivery activities to time, quality and cost.
  • have experience of managing external suppliers’ delivery into the Programme.
  • have experience of developing organisational design for a global customer-facing operation including confirmed To-Be models.
  • be skilled in benefits realisation, including managing benchmarking, benefits monitoring and measurement of impact of business change.
  • have experience of identifying and documenting new functional requirements for the required solution, validating and prioritising those requirements and tasking suppliers and developers with them.
  • have experience of supporting development of operational guidance and procedures.
  • have experience of supporting acceptance testing of delivered solutions.
  • have experience of providing architectural direction, leading technical resources, providing technical direction and assurance to supplier organisations; defining technical and non-functional requirements for solutions; ensuring programme adherence to architectural blueprint.
  • have experience of reviewing and validating supplier design artefacts.
  • have experience of liaising with IT security advisors on accreditation activities for new solutions.
  • have experience of creating Project Test Strategy and Plans, co-ordinating testing activity; creating test scenarios and scripts.
  • have experience of assuring testing by suppliers; coordinating acceptance and business end-to-end testing.
  • have experience of managing solution defect logs and status of remediations.
  • have experience of supporting defect fixes and triaging of defects.
  • have experience of supporting continual improvements as prioritised on the backlog provided through feedback from the business.
  • be skilled in scaling up a logistics model so that it can support global operations.
  • have experience of developing training strategy and training materials for staff in a global operations centre.
  • have experience in leading and facilitating workshops to support organisational design and process-mapping.
Nice-to-have skills and experience
  • demonstrate experience of setting up a global operation and managing its logistics.
  • deliver training to staff at global operations centres
  • show experience of supporting a client to produce and deliver a communications strategy and action plan aimed at internal and external audiences

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 5
Proposal criteria
  • Technical solution
  • Approach and methodology
  • How the approach or solution meets user needs
  • How the approach or solution meets your organisation’s policy or goal
  • Estimated timeframes for the work
  • How the bidder has identified risks and dependencies and offered approaches to manage them
  • Team structure
  • Value for money
Cultural fit criteria
  • Work as a team with our organisation and other suppliers
  • Be transparent and collaborative when making decisions
  • Have a no-blame culture and encourage people to learn from their mistakes
  • Take responsibility for their work
  • Share knowledge and experience with other team members
  • Be comfortable standing up for their discipline
  • Be able to translate their technical expertise into language that is accessible to the client.
  • Challenge the status quo
Payment approach Time and materials
Assessment methods
  • Written proposal
  • Case study
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence

50%

Cultural fit

20%

Price

30%

Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. Can you advise if there is a restriction on the technology or can the supplier deliver the project based on the best suitable technology stack that would be appropriate for the solution without any restrictions or does the solution need to be delivered in a specific programming language or software package? Yes, there is a restriction. The solution does need to be delivered in specific software packages and programme languages.

This is an interim answer. We will confirm specific programming language and / or software package early in the week beginning 15 October 2018.
2. Can you specify where the two pilot Emergency Travel Document centres are to be located? The two pilot Emergency Travel Document hubs were located in Malaga and Warsaw. Now the pilot is complete, the FCO has to locate two global Emergency Travel Document centres. We cannot yet specify where the two global Emergency Travel centres will be located, but the preferred locations are Madrid and Singapore.
3. Can you advise if there is a restriction on the technology or can the supplier deliver the project based on the best suitable technology stack that would be appropriate for the solution without any restrictions or does the solution need to be delivered in a specific programming language or software package? Here is the final answer to this question. See question 1, above, for the interim answer to this question.

Yes, there is a restriction on the technology. Yes, the solution does need to be delivered in specific software packages and programme languages: Node.js; AWS; Java; RabbitMQ; React Framework.
4. What do you mean by 'Global Operation Centres'? A Global Operation Centre could be any customer-facing service organisation that covers multiple countries across the world, e.g. an international call centre.
5. Please could you confirm the process bidder should follow to submit/provide the material referenced in Assessment Methods i.e. Written proposal, Case study, Work history, Reference, Presentation The process a bidder should follow to submit/provide the material referenced in Assessment Methods – such as Written proposal, Case study, Work history, Reference - will involve shortlisted bidders only.

Once the FCO has established its shortlist, the FCO may contact every shortlisted bidder, specifying one or more evaluation templates from https://www.gov.uk/guidance/digital-outcomes-and-specialists-templates-and-legal-documents and asking each shortlisted bidder to send the completed template(s) by e-mail. The FCO will provide the e-mail address. If a presentation is required from shortlisted bidders, the FCO will provide instructions about how the presentation will be conducted.
6. We assume that as there is no defined scope for the Programme for bidders to cost against, that you require suppliers' Digital Outcomes and Services 3 rate card rates proposed for the roles required. Please could you confirm this. The FCO requires suppliers' Digital Outcomes and Services 3 rate card rates proposed for roles identified by suppliers plus any other relevant commercial information that may be appropriate within the terms of the Digital Outcomes and Services 3 framework.