Awarded to PA Consulting Services Limited (UK)

Start date: Monday 9 September 2019
Value: £99,334
Company size: large
Foreign & Commonwealth Office

Scoping Case Management Solutions for FCO Consular Casework

10 Incomplete applications

9 SME, 1 large

29 Completed applications

18 SME, 11 large

Important dates

Monday 24 June 2019
Deadline for asking questions
Monday 1 July 2019 at 11:59pm GMT
Closing date for applications
Monday 8 July 2019 at 11:59pm GMT


Summary of the work
An experienced team is required to undertake business analysis to capture and prioritise user needs in relation to consular case management; identify the interdependencies; and establish how best to package these requirements, presenting options and recommendations to the Digital Board. Review of business processes is welcome.
Latest start date
Saturday 31 August 2019
Expected contract length
3-4 months
Organisation the work is for
Foreign & Commonwealth Office
Budget range
Up to £100,000 available for this project

About the work

Why the work is being done
One of the FCO’s three foreign policy priorities is to support British nationals around the world through modern and efficient consular services. The FCO's consular case management system enables our frontline consular staff to provide consular support in a crisis; manage consular assistance cases (i.e. supporting British people who find themselves in a difficult situation whilst abroad); issue emergency travel documents; and provide notarial and documentary services. It also supports management of legalisation cases and overseas registration of births and deaths. We want to capture our consular case management user needs and explore the digital options for future case handling.
Problem to be solved
We require project management, business analysis, technical architecture expertise and some user research capability to capture, analyse and prioritise user needs for consular case management for a) consular assistance casework, b) Emergency Travel Document casework c) notarial casework, d) legalisation and overseas registrations of births and deaths casework, and e) crisis casework; understand the interdependencies between the case types; and establish how to package these requirements to procure a system or systems which best meet user needs and take into account cost, interoperability, efficiencies and business impact. Recommendations on improving business processes would be welcome.
Who the users are and what they need to do
As a consular officer, I need to create, manage and retrieve information relevant to consular assistance and consular crises cases so that I can support British nationals efficiently and effectively.
As an ETD processing officer, I need to be able to process, record and retrieve cases.
As a legalisation officer, I need to retrieve, manage and process legalisation applications so that I can legalise documents efficiently and effectively.
As an officer managing registration of births and deaths overseas, I need to manage cases.
As managers, call and complaint handlers, we use this information to manage resources, customer enquiries and processes.
Early market engagement
Any work that’s already been done
An FCO project team is conducting a review of how our current case management system is meeting business needs and delivering the functionality and efficiency we require, including mapping future needs. The team are scoping alternative case management options and interfaces/interdependencies with other consular systems. The team are also exploring case management systems available across Government and those used by our international partners, analysing the options, including the benefits, risks, costs and the impact of change. A separate scoping project will be undertaken on digitisation of apostilles. Legalisation and ETD processes have already been mapped as part of wider programmes.
Existing team
Within the FCO, you will be reporting to non-technical staff and working in a policy environment. You will engage with a range of business and digital leads across Consular, Legalisation Office, FCO and overseas, including frontline Consular staff overseas and suppliers of various consular applications and systems to help deliver the project. The team will also need to work with stakeholders more widely in the FCO who have case management needs and with senior stakeholders and the Digital Board. Day-to-day support will be provided by the Technology and Transformation team and the system lead for our current case management system.
Current phase

Work setup

Address where the work will take place
FCO, King Charles Street, London with some travel to the FCO's Milton Keynes site where required.

It is expected that visits our Emergency Travel Document Centre in Madrid and our Contact Centre in Malaga shall also be required.
Working arrangements
The supplier is expected to provide resource that can be on-site in London or Milton Keynes during business hours Monday to Friday and provide updates to the Senior Responsible Owner and Board. The resource should: be collaborative, agile and work with existing teams and be comfortable talking to non-technical staff and senior management translating their requirements into technical terms. Be a good listener - where appropriate, be innovative and be able unaccompanied, to meet staff, represent Consular well, deliver high quality analysis paying attention to detail. The resource should be able to work at pace with minimal supervision.
Security clearance
All staff working on FCO premises must be at least SC Cleared or capable of being cleared to SC. Bidders must confirm clearance status of nominated resources. If required, FCO will initiate SC clearance processes.

Additional information

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.

Essential skills and experience
  • Strong record of project management using Agile or PRINCE2 at Practitioner level –developing project documentation and clear, pragmatic plans, managing project activities providing accurate and timely reporting to the SRO
  • Strong record of advising on technical architecture, design, and security, management and integration of data, applications and systems. Evidence of questioning value delivered through IT systems and applications, challenging gaps
  • Evidence of user centred design and the importance of user research
  • Strong track record of capturing, analysing and prioritising requirements for digital solutions using robust business analysis with the ability to identify interdependencies to suggest improvements
  • Extensive evidence of excellent written and oral communication skills with examples of presenting at Board level, tailoring messages to the audience and influencing at all levels
  • Experience of effectively translating technical concepts to non-technical and senior staff
  • Evidence of high quality options analysis, scoping work or business case development which have been scrutinised by senior management or Boards
  • Evidence of using and interpreting financial and management information
  • Evidence of facilitating stakeholder engagement including workshops with key stakeholders to define requirements and analyse feedback provided
  • Experience of working in multidisciplinary teams with suppliers and building good relationships with teams both with and without departmental sponsors
  • Encouraging contributions and involvement from a broad and diverse range of staff and genuinely listening to ideas from staff and stakeholders taking into account the geographical and cultural context
  • Evidence of working at pace to short deadlines and flexibly with the ability to maintain focus on detail
Nice-to-have skills and experience
  • Experience of scoping case management or workflow solutions
  • Experience of working with diverse, global networks

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Technical Solution
  • Approach and methodology
  • How the approach or solution meets user needs
  • How the approach or solution meets strategic goals
  • How the supplier has identified risks and dependencies and offered approaches to manage them
  • Team structure
  • Value for money
Cultural fit criteria
  • Presenting with conviction to senior stakeholders at Board level
  • Confident in consulting multiple stakeholders, suppliers in the UK and overseas, developing and managing relationships and leading discussions with stakeholders to seek input and feedback
  • Ability to deliver excellent written and oral presentations tailored to the audience paying attention to detail
  • Ability to work at pace, flexibly and respond to changing demands
  • Ability to work with diverse teams and respond to the country or regional context and manage tensions between the global, UK and local context
  • Ability to present robust analysis, take an evidence based approach to making recommendations underpinned by financial information if required
  • Able to respond to the unexpected and present well evidenced arguments to senior leaders
  • Ability to translate and communicate technical terms to non-technical and senior staff and work in a policy environment
Payment approach
Fixed price
Assessment methods
  • Written proposal
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Would the successful supplier for the scoping work also be eligible to bid for any subsequent procurement exercise for delivering new case management solutions/capabilities to FCO?
The successful supplier shall be eligible to bid for subsequent procurement exercises in relation to case management solutions at the FCO. However, the supplier shall be expected to agree to a robust ethical behaviour agreement as these exercises move forward to ensure the integrity of the future procurement.

All discovery outputs shall be expected to support a strong options analysis and be conducive to future compeititive activity.
2. Can contact details be provided to allow scoping activity?
Departmental contact details shall only be released to those suppliers shortlisted to proceed to proposal stage.
3. Could you please let us know what your current Case Management system is?
The current consular case management solution is a configured version of Case Manager provided by IIZUKA Software Technologies Ltd with additional tools from other suppliers in use.
4. Are you looking to replace the current system or simply make improvements to current business processes?
The discovery is expected to suggest options for future case management. These options may include a suggestion to replace the current solution with an alternative commercial product or development of a new solution.

Business processs redesign is not mandatory but would be well recieved.
5. Our consultancy services are structured around one system technology only. Would this be acceptable?
The FCO is looking for an open discovery that takes into consideration a number of potential options and solutions. At this stage, the FCO is not seeking to determine the specific technology soutions and instead seeking strong scoping expertise. While a single technology focus will not preclude any bid, a strong response would be aligned to discovery phase as per the GDS Service Manual.
6. The phrases "strong record" "strong track record and "extensive evidence" suggest more than one example is required. Are you looking for single or multiple examples in answering the questions?
The responses are limited to 100 words per question. If the supplier feels able to provide more than one good example within these contraints they are free to do so. The supplier may also use a number of examples across responses. Each question, however, shall be scored on its own merits.
7. 'Experience of working in multidisciplinary teams...'. Specifically 'with and without departmental sponsors', Can you please clarify you want an example of both cases in the 100 words?
One example will be sufficient within the 100 words available. The priority is for a well evidenced demostration of the core behaviour/skill. However, if the supplier feels able to provide mutliple examples within the limit they are free to do so. Suppliers shall not be disadvantaged in providing a single strong example.
8. Given that, in addition to a normal working location in London, some work in Madrid, Malaga and Milton Keynes will be required, will the supplier be able to charge travel expenses (in line with FCO/Cabinet Office travel policy)?
Travel costs incurred by the supplier in the delivery of this requirement shall be payable by the FCO in accordance with the organisation's expense policy. No expenses are expected to be claimed for work undertaken within the M25.

Prior approval will be required from the FCO project team prior to costs being incurred and FCO guidance followed where directed.
9. How many users will be consulted / interviewed during this stage?
The supplier will be expected based on their experience to determine the appropriate methodology and the interview/consulatation that shall deliver a quality discovery output.
10. Is there an incumbent supplier already working with Consular around this area? Who is it (if there is one)?
As provided against Question 3, the current case management solution is currently provided by Iizuka. There is no incumbent running discovery in this area.
11. The expected team includes “project management, business analysis, technical architecture expertise and some user research capability to capture, analyse and prioritise user needs for consular case management “ and the project is expected to take 3-4 months for SC Cleared staff. Can we ask how you arrived at a budget of just £100k for this work (and we presume that this budget might include travel outside of M25 and include the potential trips to Madrid and Malaga)?
The provided timeline is based on high level FCO assumptions and the longest period that is expected to deliver. The supplier is free to suggest alternative time periods should the work be possible to complete sooner. This is also the case on suggested team structures and the supplier is free to suggest an alternative team and resourcing model that can deliver an acceptable outcome within the cost envelope provided.

The budget provided against the solution is taken from both available funding to support this endeavour and considering the costs associated with other recent projects with a similar scope.
12. "Experience of working with diverse, global networks" – do you mean IT / technical networks or networks of people?
The requirement is referring to networks of people as the supplier will be required to interact with individuals across the FCO's global network of Embassies and High Commissions.
13. 1. Can we add diagrams/pdf etc to portal in addition to 100 words. IF the portal only accepts words then can we upload a supporting document(s)
The portal will only permit the inclusion of text content at this stage. The uploading of supporting documents is also not permitted. The information provided within these 100 words should be sufficent to permit shortlisting but are not expected to be exhaustive or overly comprehensive.

If a supplier is shortlisted, they will be able to elucidate further including utilising diagrams and images at proposal stage.
14. Would we have access to the outputs of the work completed by the existing FCO project team?
Yes. The successful supplier will be given full access to the outputs of the internal project team currently underway.
15. You have mentioned, the current consular case management solution is a configured version of Case Manager provided by IIZUKA Software Technologies Ltd with additional tools from other suppliers in use. Please, could you provide any details on the other case management systems that the project team are currently exploring (i.e. across Government and those used by your international partners)?
For the purposes of this stage of the procurement and the limitations on providing more comprehensive reqsponses we cannot list all the options that are currently being considered by the internal team and we would be looking for the supplier to provide their own suggestions alongside validating internal options considered.

The successful bidder shall be provided with full outputs of the FCO team investigations in order to facilitate the discovery ativity.
16. In relation to question 4, please can you explain what interdependencies you are referring to – e.g. interdependencies across processes, across systems, across the business, or other types of interdependency?
We are limited in how much detail can be provided at this stage in the process and portal limits. However, interdependancies will be driven from other systems which are used in order to deliver consular services, as well as the distinct needs and processes of the Consular business units, Legaliation Office which will determine future solution requirements.

We are currently in the process of rolling out the final stages of the Emergency Travel Document programme which will generate its own dependancies as the roll out completes. The successful supplier will be able to investigate these interdependancies as part of discovery.
17. Please, can you provide more detail on what you mean by 'diverse range of staff' in question 11? Are we looking to encourage contributions based on diversity in levels of digital literacy, or culture and geographical contexts, or levels of seniority and day-to-day role function, or other diverse groups of staff?
Users of the Consular systems are located across the world and will have different experiences based on their history of interaction with case management solutions and their specific organisationsal role. The successful supplier will be required to gain an understanding of the needs to these varying user communities to ensure that any proposed solutions take these needs into account.

Senior stakeholders may also need to be included to ensure that a solution offers desirable management information to support business decision making and resource planning.
18. Please, could you provide any more information on these different stakeholder roles? For example, what is the difference between 'Consular' and 'FCO', or say 'Consular' and 'frontline Consular staff overseas', and what input would you expect these stakeholder groups to have on the analysis?
The Foreign and Commonwealth Office’s (FCO) consular service supports British people around the world when they most need our help. Our network of professional staff both in the UK and overseas (frontline) provide professional and tailored assistance to British people when they most need our help including in times of crisis.

We would expect the team to consult consular staff at our Consulates overseas and in the FCO as well as stakeholders within the FCO leading on digital, management information and complaints to capture consular case management user needs
19. In relation to question 8: Please could you clarify the terms "financial and management information" and whether the outcomes of the usage and interpretation of such data would be for reporting purposes, complex financial modelling, investment decisions or to achieve additional/different outcomes?
We would expect the team to be able to interpret financial data and information examining people, processes and technology in the context of our consular operations. This would be for the purposes of assisting the team in preparing the rationale and making recommendations to the Board. There is no requirement for complex financial modelling or financial appraisals.