Crown Commercial Service (CCS)

Customer Registration Services - Discovery Phase

Incomplete applications

10
Incomplete applications
9 SME, 1 large

Completed applications

23
Completed applications
18 SME, 5 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Friday 15 February 2019
Deadline for asking questions Friday 22 February 2019 at 11:59pm GMT
Closing date for applications Friday 1 March 2019 at 11:59pm GMT

Overview

Overview
Opportunity attribute name Opportunity attribute value
Summary of the work Complete discovery work:
+ review current solutions and recommend changes and improvements
+ identify all relevant user needs around identity and verification, including user account management, organisation verification
+ provide Full Business Case
+ provide Solution Outline Document including service design
Latest start date Monday 1 April 2019
Expected contract length 6 weeks to deliver completed discovery and outputs to stakeholders.
Location London
Organisation the work is for Crown Commercial Service (CCS)
Budget range £100k

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done CCS customers (buyers and suppliers) need to access CCS services. Where an ‘account’ is required, a simple registration (‘single’ sign-on), and validation of their organisations is required.

CCS customers should be able to provide certain facts and share this information with other customers and CCS. Customers must register using services which can verify their personal and/or organisation identities.

Registration is a harder problem than Single Sign On, and requires access to 3rd party assurance and identity services. CCS also needs to understand these customer needs in detail.
Problem to be solved Answer these questions:
CCS has lots of sign-on solutions; is this confusing?
Do Buyers and Suppliers have different sign-on and validation needs?
Could and should CCS’ verification of customer organisations and individuals be automated?
What facts should customers provide ‘once-only’, and what are the benefits?
How do large and small customers want to maintain their accounts?
How do we effectively use third-party organisation registries? E.g. Companies House, D&B, schools registers, GOV.UK registers
Do customers want to use their own Identity services?
Do identity service providers, such as the ‘Supplier Registration Service’, meet customer needs?
Provide a plan for next steps.
Who the users are and what they need to do Suppliers (SME, Large, Multinational):
Access CCS services which allow them to; Register and bid for Public sector opportunities, report spend, advertise their service offering, manage their own registered users

Buyers (Central government, Wider Public Sector):
Access CCS services which allow them to; Identify suppliers and publish and manage their opportunities, manage their own registered users, assess supplier capability and financial health

CCS employees:
Identify suppliers and publish and manage opportunities, manage users and access privileges, assess supplier capability and financial health
Early market engagement
Any work that’s already been done
Existing team Senior Delivery Manager
Commercial and Procurement Manager
Technical Architect
Security Consultant
Current phase Not started

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place 151 Buckingham Palace Road, London
Working arrangements The delivery team will be the primary point of contact and will direct activity on a day to day basis.

Our workstreams work in the Agile delivery methodology as part of a multidisciplinary team engaging stakeholders across the business and beyond. It is highly preferable that teams are colocated with existing delivery teams, however there is scope for some teams to work remotely (with prior agreement).

Discovery will require interviews with suppliers and buyers who may be located in various parts of the UK. Reasonable and approved expenses may be claimed in accordance with Cabinet Office policy.
Security clearance Compliance with Cloud Security Principles

Additional information

Additional information
Opportunity attribute name Opportunity attribute value
Additional terms and conditions

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
  • Demonstrate 2 years experience in delivering evidence-based research to inform a user-centred design, focused on user needs, end-to-end user journeys, motivations and goals. (5%)
  • Demonstrate 2 years experience of user needs discovery in the context of customer-facing services (both private sector and cross-government) (5%)
  • Demonstrate 2 years experience of options evaluation and recommendations reporting. (3%)
  • Demonstrate 2 years experience of communicating complex issues using clear and concise language in both written and verbal ways to a variety of audiences and expertise levels. (3%)
  • Demonstrate 2 years experience of working with remote and virtual teams, across different parts of a customer organisation. (3%)
  • Demonstrate 2 years experience delivering discovery in accordance with GDS Standards, including GDS Service Design Manual; the Digital Service Standard Assessment;Technology Code of Practice and wider industry standards. (5%)
Nice-to-have skills and experience
  • Demonstrate 2 years experience of researching and designing organisation identification and verification services. (2%)
  • Demonstrate 2 years experience of researching and designing single sign on systems. (2%)
  • Demonstrable evidence of working successfully with users in a procurement/commercial landscape or in similar public services contexts. (1%)
  • Demonstrable understanding of how to effectively build brand(s) for public services online that can work with GOV.UK (1%)

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 5
Proposal criteria
  • Detail your proposed approach, and define how it will provide CCS with the knowledge and insight to inform our future strategy and meet our Users’ needs (6%)
  • Detail the specific outputs you will produce and their value to CCS (4%)
  • Detail a high level timeline for the delivery of the works (4%)
  • Detail the team structure, including the roles, their experience levels and qualifications (5%)
  • List the risks, issues, dependencies and assumptions associated with this work and how you will manage and mitigate them (5%)
  • Detail how you will manage this work and ensure CCS are informed and appraised of progress and issues as they arise (5%)
  • Detail how you will deliver best value in the completion of this work (4%)
  • Detail how will you ensure you obtain a representative sample when engaging with users (2%)
Cultural fit criteria
  • Detail how you work with other people, including CCS staff, senior stakeholders and our customers (buyers and suppliers, small and large) (4%)
  • Explain how you solve problems and how you will communicate any issues to CCS (3%)
  • Describe how you share knowledge and experience both within your organisation and with CCS (3%)
Payment approach Capped time and materials
Assessment methods
  • Written proposal
  • Case study
  • Presentation
Evaluation weighting

Technical competence

65%

Cultural fit

10%

Price

25%

Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. Please confirm whether the Solution Outline Document including service design is a business process design, or a technical design document? The Solution Outline Document must include both the 'as is' business processes associated with Customer registration and sign on, and the 'desired' following interaction and consultation with our users.
2. Does the SRO for this opportunity have the capacity to attend/partake in agile ceremonies? e.g. show and tells, retrospectives etc. It is unlikely that the SRO will have the capacity to attend all agile ceremonies. However, the the delivery team will be constructed such that the Senior Delivery Manager or Delivery manager will be available, and the SRO will be regularly appraised of progress and key decision-making.
3. What do you see as the identified risks around the delivery of this work? This should be covered in your response to the Proposal.
It would not be appropriate for us to provide a response to this question given it forms part of our evaluation criteria.
4. Can you provide details of how much of your teams time will be assigned to this project and whether they will be ready to start on the expected start date? We can confirm that the teams will be available to start on the expected start date.
The Digital Services Team within CCS works across a number of work streams, so not all staff are 100% devoted to one project.
5. Please can you provide details of what the next steps are following this initial application i.e. deadlines for the written proposal/if there will be an interview and when? Essential and Nice To Have criteria will be assessed and shortlisted w/c 4th March
Shortlisted suppliers will be given at least 5 working days to complete their Proposal, with Proposals being evaluated w/c 18th March
Presentations will take place on 21st March (Timings and Location tbd)
6. Please confirm who the people on your selection panel are and their individual roles and responsibilities The selection panel will consist of:
Commercial and Procurement Manager - Lead the process and ensure compliance with guidance and policy.
Senior Delivery Manager - Provide expertise relating to delivery, management and oversight of the project.
Technical Architect - to evaluate the technical aspects of the submission
Digital Discovery Lead - to ensure relevance of selected suppliers output to transition programme and broader understanding of Discovery requirements.
7. Who from your team will be scoring applications for this opportunity and what positions do they hold? Please see response above
8. Can you let us know who from the existing team will be evaluating the responses? Please see response above
9. Could you please clarify how you would like '2 years experience' evidence to be provided? Digital marketplace answer guidelines are to use a single example per question/skill requirement. While we have much more than 2 years experience for most criteria, it’s quite difficult to evidence it through a single case study, as the duration of our projects is normally much shorter than that. Should we disregard the guidelines and use multiple examples per question? Suppliers are to respond to each question in turn.
CCS are seeking a Supplier who has sufficient experience to meet our criteria. Please detail your specific experience in response to each Essential and Nice To Have criteria in accordance with the Digital Marketplace guidance.

For Clarity - The case study is to be presented to CCS in demonstration of your ability to meet the Cultural Fit criteria. This will take place once the Shortlisting and Proposal stage have been evaluated.
10. Would you be able to outline what is required within the ‘Full Business Case’ and ‘Solution Outline Document’, as referenced in the ‘Summary of the work’ section please? The full business case has yet to be ratified by the Board and it would therefore be inappropriate to share it at this juncture. The chosen supplier will be given full access.
11. Can you host a call with suppliers about this opportunity where we can have a live Q&A and the discussion notes are shared on this tender ad? This has proven helpful on other DM opportunities. Unfortunately we do not have capacity to run such a session
12. Are you working with any existing suppliers in relation to this tender opportunity? If you are, who are they? No, we are not working with any other or existing suppliers in relation to this opportunity.
13. You’ve highlighted that 2 years of experience is required within the essential and nice-to-have responses. Our company was established last year but our team are highly experienced. Does this exclude us from being able to apply for this opportunity or can we apply with the years of experience that our team members possess? We would encourage any new organisations to bid for work where they feel they can meet the requirements and deliver.
In this instance, if you feel you can demonstrate the required level of expertise and experience please submit a bid.
14. Would you consider a supplier that has, at this stage, only facilitated projects in the private sector or do require both private and cross-government to be demonstrated? We would expect suppliers to be familiar with delivering discovery in accordance with GDS Standards, including GDS Service Design Manual; the Digital Service Standard Assessment; Technology Code of Practice and wider industry standards.

Where examples of work delivered in the private sector can meet these requirements, we are happy to accept them.
15. Please could you clarify whether or not the supplier will be required to work on site at the client location for the duration of the project or will the supplier be able to conduct their work internally and when required be onsite for various stages of the Discovery project? It is highly preferable that teams are collocated with existing delivery teams, however there is scope for some remote working (with prior agreement).

We are happy to allow remote working as long as this does not impede the progress and pace of delivery. Should remote working prove to be ineffective or impractical, the supplier may be required to work in CCS offices to ensure timely and effective delivery.

Discovery will require interviews with suppliers and buyers who may be located in various parts of the UK. Reasonable and approved expenses may be claimed in accordance with Cabinet Office policy.
16. Is there an incumbent you are working with? There is no incumbent for this Discovery work.
17. Does question 4 "Demonstrate 2 years experience of communicating complex issues using clear and concise language in both written and verbal ways to a variety of audiences and expertise levels." refer to presenting to stakeholders or the design of the service for users? Both interpretations could apply.
18. The task says "Complete Discovery..." can we confirm that this isn't implying that the supplier is to take over and finish off Discovery? No, we mean complete a discovery.

Per the opportunity, no work has been conducted in this area to date.
19. Re. the requirement to "provide a full business case". We would have thought this was something the Buyer should own and the Supplier's team will help provide input for this. Please confirm if that is possible. The supplier will be integral in providing evidence and details to support the creation of the business case. The business case will be owned and written by CCS.
20. Will CCS contact and co-ordinate buyers for the user research? No, we would expect the supplier to carry out this activity with the support and guidance of the CCS delivery team. where this is required.
21. Please clarify how we "Demonstrate 2 years experience" can be met for the Stage 1 responses – do we have to provide referees that can prove this experience exists, and if so, can their details be provided outside of the 100 word response? Or for stage 1 are you happy for suppliers to provide 100 word examples along the lines of "Worked on xxx for >2 years doing zzz" You do not have to provide separate references for each requirement, however examples given must clearly demonstrate both the specific activity to be assessed against the required timelines.
Responses should be sufficiently detailed as to demonstrate your abilities and the work you carried out in each example so as to be convincing to the evaluators.

Please also be advised that CCS reserves the right to seek references to check the accuracy and validity of statements made.
22. How much wider (beyond the project team and users) stakeholder engagement do you expect to be required for the project? This will be informed by the outcomes of initial discovery work. If new or different stakeholders are identified that have not been previously considered, there may be cause to complete discovery work with them.
23. What roles are CCS expecting suppliers to provide? In addition, are you expecting all roles to have the ability to be full time? We are seeking a supplier to deliver this work as an outcome. The composition of the supplier's team may flex and change in response to the needs and timing of the project.

Accordingly it is up to the supplier to propose a team make up which you feel is appropriately skilled and experienced to meet the needs of the requirement and can deliver on time and to budget.
24. In order to compare suppliers like for like, how will price be evaluated? In accordance with the guidance, "the lower the price, the higher the score"

Each Price score will be calculated relative to the lowest price submitted as follows:

Price Score = ( Lowest Price Submitted / Supplier's Price ) x Price Score Weighting
25. Will the team need to have access to CCS hardware in order to undertake the work? Access to CCS internal systems will not be be necessary to undertake the work. Assistance will be provided where required.
26. Will the scores from the evidencing round be taken through to final evaluation? Or will they only be used for the purposes of shortlisting suppliers? Scores awarded will be carried through to the second stage.
27. Has any other supplier been engaged with this project so far? No suppliers have been engaged in this project thus far.
28. What roles are CCS expecting to provide and will these all be full time? Please see our response to Question 4:
"We can confirm that the teams will be available to start on the expected start date.
The Digital Services Team within CCS works across a number of work streams, so not all staff are 100% devoted to one project."
29. Will there be a full time Product Owner provided by CCS to this project? Yes
30. Are CCS able to recruit and provide access to users for the purpose of user research? Please see our response to question 20:
"No, we would expect the supplier to carry out this activity with the support and guidance of the CCS delivery team. where this is required."
31. Are CCS able to continue straight into the Alpha phase with the same supplier with no air gap between phases? No - this is for Discovery Phase only as defined by the Opportunity.

Any additional work or phases will be subject to further competition.

This Opportunity is for the Discovery Phase only.
32. Is there a preferred technology stack within the CCS estate? Current environment uses AWS, provisioned through Terraform.

Suppliers should seek to comply with the CCS ADRs: https://github.com/Crown-Commercial-Service/CCS-Architecture-Decision-Records and CCS Technology Principles.
33. Is there an expectation for how long during a week CCS would like suppliers onsite? Please see our response to Question 15.
34. There is additional contextual information which can be provided to applicants which may help size and scope of planning responses. We are unable to provide additional documentation at this stage, however for those suppliers taken to the Proposal stage, additional documentation will be provided (subject to a signed NDA).

The additional documents to be provided will give more context, including main systems and customers. From this context, suppliers should identify the work proposed, including such things as number and kind of interactions with users, what documents may be prepared, and what activities will be used to deliver a successful outcome.
35. Will the supplier be responsible for technical analysis as well as user research and business analysis? We want an assessment of whether the our existing services are technically capable of providing the needs identified in the user research. We also need to identify potential easy target services which we can move onto any existing or new services.

The outcome documents should include an assessment of the technical feasibility of solutions, a detailed technical design is not required at this stage of the project
36. Will CCS be able to organise access to stakeholders throughout the project? Please see our response to question 20:
"No, we would expect the supplier to carry out this activity with the support and guidance of the CCS delivery team. where this is required."
37. As there is a duration and budget specified, can we assume work for the Discovery phase been limited and prioritised? We would like the suppliers to offer their professional opinion on what would be the appropriate prioritisation of the requirements.
38. Are you looking for an organisation with GDS assessment experience or just certain individuals proposed in the supplier team? If you feel you can demonstrate the required level of expertise and experience please detail how you can meet the requirements in your response.

Suppliers with the most detailed responses and those demonstrating the best understanding of and ability to meet or exceed our requirements will be awarded the highest marks.
39. For the first evaluation round (evidence), what would CCS expect to see from an answer for it to be deemed 'exceeding' and score 3 marks? We have no 'ideal responses' to any of the criteria, Suppliers' responses will be evaluated in accordance with DMp Guidance, and responses must demonstrate their ability to meet the requirements and be convincing to the evaluators.

Please be advised - Simply stating that Supplier's have more than the requested 2 year's experience, is not sufficient to be deemed to 'exceed' the requirements.
The most detailed responses and those demonstrating the best understanding of and ability to meet and exceed our requirements will be awarded the highest marks.
40. As per DOS guidelines 'You should only provide one example for each essential or nice-to-have requirement', are CCS only requesting one example per skills and experience question? We are happy to accept more than one example if you feel you are able to demonstrate this requirement or have additional examples which you feel demonstrate your ability to exceed our requirements.

Please be advised - Simply providing more than one example is not sufficient to be deemed to 'exceed' the requirements.
The most detailed responses and those demonstrating the best understanding of and ability to meet and exceed our requirements will be awarded the highest marks.