The Driver and Vehicle Licensing Agency (DVLA) – ITS Service Creation

Strategic Telephony & Comms Technology Upgrade Discovery

Incomplete applications

11
Incomplete applications
9 SME, 2 large

Completed applications

14
Completed applications
11 SME, 3 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Thursday 13 December 2018
Deadline for asking questions Thursday 20 December 2018 at 11:59pm GMT
Closing date for applications Thursday 27 December 2018 at 11:59pm GMT

Overview

Overview
Opportunity attribute name Opportunity attribute value
Summary of the work Undertake a discovery to produce a strategic plan for telephony and Unified Communications.

Outputs must include:
•High level strategy document
•Business and Technical requirements documented as EPICS, features and stories
•Business case including a High Level technical design and summary, Indicative BOM, Cost model, benefits case and high level Plan.
Latest start date Monday 11 February 2019
Expected contract length 4 months with the option to extend for a further 4 months.
Location Wales
Organisation the work is for The Driver and Vehicle Licensing Agency (DVLA) – ITS Service Creation
Budget range Supplier to propose

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done DVLA telephony infrastructure is aging and outdated. The current contract leaves the agency heavily dependent on 3rd party suppliers and change is challenging and costly.

A new initiative has been created for DVLA to review its current Telephony / Unified communications Strategy, with a view to initiating a new investment covering:

• Alternative Cloud based solutions
• Business service improvements (particularly around intelligent calling and IVR)
• Tooling for our staff to deliver a modern, world class service

This will cover both Contact Centre services and the wider Agency.
Problem to be solved The Supplier is to provide a team (BA, PM, Technical Architect) to develop a business case and supporting technical documentation, including:

- High Level Strategic approach to telephony and unified communication
- High Level technical design
- Indicative BOM (bill of materials)

The business case must include an options appraisal with supporting recommendations. Other mandatory information will include:

- Cost to deliver
- Impact on Staff / resource requirements
- Benefits analysis
- Risks and Issues
- Dependencies
- High Level Milestones plan.

DVLA is responsible for agreeing the overall solution architecture, requirements and the business case approval.
Who the users are and what they need to do DVLA staff are located primarily in Swansea with small numbers of staff located in offices across the UK, primarily using desk phones and MS Office collaboration tools

The DVLA Contact Centre covers multiple channels such as voice calling, e-mail, Web-based chat/instant messaging, along with (but not limited to) Workforce Management, Intelligent Call Flow, IVR and Call Recording and MI / Reporting. Additional development is required for Voice/Speech Analytics with the option for increased automation / integration with back end systems.
Early market engagement
Any work that’s already been done High level business feedback has been collected and DVLA has approved budget to commence business case development.

The business feedback falls into the following categorisations:

1. Refresh technology
2. Interactions with Citizens
3. Application Integration
4. Corporate Communications
5. Contact Centre Functions
6. MI/BI
7. Voice / Speech Analytics
8. Operations (Support & Maintenance)
9. Non-Functional
10. Transformation
Existing team The IT Service Creation team in DVLA includes Technical Product Managers, Agile Delivery Managers, Delivery Managers, Business Analysts, Software Engineers, Infrastructure Engineers and Testers

DVLA’s Telephony project team will include a Technical Product Manager and overseeing architect, working into the Portfolio lead. Business requirements will be developed in collaboration with key stakeholders within DVLA.
Current phase Discovery

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place Longview Road, Morriston, Swansea, SA6 7JL
Working arrangements The supplier is expected to work from the DVLA Swansea Offices
Security clearance Minimum BPSS clearance or clearable and if SC clearance is deemed required throughout delivery DVLA will sponsor.

Additional information

Additional information
Opportunity attribute name Opportunity attribute value
Additional terms and conditions This service sits outside of IR35.

DVLA expects the supplier to evaluate a number of technical solutions, to ensure there is no conflict of interest when formal product selection occurs within the procurement phase of the project.

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
  • Evidence and experience over a period of 1 or more years of construction of delivering large scale telephony integration projects.
  • Evidence and experience over a period of 1 or more years in delivering a Unified Communications strategy and delivery roadmap, supported by examples and contactable references.
  • Evidence and experience over a period of 3 or more years of delivering complex SaaS solutions capable of integration with both Cloud and localised physical infrastructure and applications.
  • Evidence and experience over a period of 3 or more years in delivering telephony for contact centres.
  • 3 or more years’ evidence and experience delivering enterprise scale telephony projects at pace (particular interest in deployment of cloud based telephony solutions), supported by delivery examples and contactable references.
Nice-to-have skills and experience
  • Evidence and experience over a period of 3 or more years of working in a successful agile delivery environment.
  • Evidence and experience over a period of 3 or more years delivering IT investments and large scale projects with proven track record of meeting these in the simplest manner possible

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 10
Proposal criteria
  • Approach and methodology
  • Estimated timeframes for the work
  • How they’ve identified risks and dependencies and offered approaches to manage them
Cultural fit criteria
  • Provide an example of being able to form effective relationships with people of all seniorities and job types
  • Provide an example of how you enable Self-starters and inspire others to action
  • Provide an example of supporting enablement of in-house subject matter expertise, engaging with staff and creating an environment of knowledge sharing.
  • Provide 2 or more examples of communication and influencing skills.
  • Provide an example of ability to coach, document and handover to staff
Payment approach Time and materials
Assessment methods
  • Written proposal
  • Case study
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence

60%

Cultural fit

10%

Price

30%

Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. Please can you confirm that if we are successful in the Discovery phase that we would not be precluded from bidding for the provision of the solution / service at the next stage? DVLA expect the suppliers to evaluate a number of technical solutions, to ensure there is no conflict of interest when formal product selection occurs within the procurement phase of project.
2. Is there a budget for this piece of work and will that be disclosed. In relation to the budget range, within this requirement we have asked the supplier to propose a cost.
3. Can you please clarify the timetable for this exercise. Responses need to be finalised by 27 December, but questions will only be answered by 26 December (a public holiday), leaving little time to finalise submissions. We are hoping to respond to all questions as soon as possible to allow suppliers enough time to submit their criteria skills.
4. The evaluation criteria suggests that the decision regarding supplier will be based 30% of pricing. Can you please clarify how this will be assessed i.e. absolute cost, variance from median etc. There is no opportunity at this stage of the process to submit any pricing information. Can you clarify please i.e. pricing information will only be requested at the next stage of the process? Is there a pricing template that will be made available? At this stage, no cost will be required. After the shortlisting stage, pricing will then be required where DVLA will provide a cost model for suppliers to complete and submit.
5. Would DVLA like the supplier to identify vendors/suppliers from the marketplace to meet the business’s requirements or has any of this selection already been done? If it has, could you please share the names of the vendors that DVLA currently favours? This information will allow the supplier to focus their response and avoid including detail that isn’t of interest to DVLA. No vendor selection has been made, this discovery should inform our options in the marketplace and will potentially make vendor recommendations
6. Can you please clarify what range of expertise and capability you are seeking at this stage. Are you looking for an adviser who will help you define your strategy, independent of any technology solution, and help you choose the underlying solution or a third party to actually install, configure, commission and run the solution. DVLA are looking for a team to set strategy, build requirements and outcomes and then present options on how we can deliver technical solutions to meet those outcomes (i.e. options analysis).  They will be expected to create an investment case for board level approval at which point this phase of work will complete.
7. Under the Expected contract length section, 4 months have been suggested with an optional 4 month extension. Could DVLA share any detail on how these durations were arrived at. Also, what do DVLA believe the criteria will be for activating the optional 4 months? The 4 month duration is a standard amount of time allocated to discovery at the DVLA. The 4 month extension would be invoked if there were unexpected delays that hinder the successful conclusion of the exercise or if it was felt that this was insufficient time to complete the work. This would trigger an exception process within the DVLA for authorisation to extend the discovery period.
8. Under the section Any work that’s already been done shows “High level business feedback has been collected”. Would it be possible for DVLA to share any of this content to empower the suppliers to provide a more robust and detailed response? This information will be provided at the next phase.
9. Can you please give a little more detail regarding the existing telephony estate in DVLA i.e. number of back-office users, number of contact centre agents, technology currently deployed? An understanding of the current cost base would also be useful. There are three locations, one with over 4000 staff of which the user base is a mixture of IT and business staff with a range of functions including casework and data processing.
The second location is split over a number of buildings with approx. 1000 staff working in a Contact Centre environment.
There are also staff working at a print facility. Desk phones - currently analogue handsets (not PoE enabled) and some staff have access to Microsoft Skype
10. Could you please provide a breakdown of the number of staff at each location including role function. e.g. back-office/admin or contact centre agent etc. There are three locations, one with over 4000 staff of which the user base is a mixture of IT and business staff with a range of functions including casework and data processing.
The second location is split over a number of buildings with approx. 1000 staff working in a Contact Centre environment.
There are also staff working at a print facility. Desk phones - currently analogue handsets (not PoE enabled) and some staff have access to Microsoft Skype.
11. Under the section Who the users are and what they need to do, DVLA staff are described as “located primarily in Swansea with small numbers of staff located in offices across the UK, primarily using desk phones and MS Office collaboration tools”. Could any additional detail be provided on the technologies currently used? Would it be correct to assume that the deskphones are Avaya and the MS Collaboration tool is Skype? There are three locations, one with over 4000 staff of which the user base is a mixture of IT and business staff with a range of functions including casework and data processing.
The second location is split over a number of buildings with approx. 1000 staff working in a Contact Centre environment.
There are also staff working at a print facility. Desk phones - currently Avaya analogue handsets (not PoE enabled) and some staff have access to Microsoft Skype.