C1000707 ServiceNow Managed Services and Development Work

Description

Summary of work The provider will facilitate GPAs ambitious plans to grow the use of ServiceNow and the Platform. To provide: 1. A Managed Service for GPA’s ServiceNow Platform, which includes the following components (BAU): -Incident Management -Request Management -Change Request Management -Enhancements -User Management -Report and Dashboard Management -System Configuration, Clone and General Maintenance Compliance 2. A Development Service to configure larger Projects - outside of the Managed Service; that is outside of Request and Change Management, and normally involves a major change in the System Configuration or is generally outside of the Managed Service contract. GPA have built a pipeline of Projects that will be included in this programme of Development (but not an exhaustive list: -User Interface Upgrade for Customer Service Portal Extending Employee Centre Pro (EC Pro) offerings to include IT requests from Corporate Service and Corporate Systems -Change Management (Front Door) -Risk and Audit Management (IRM) -IT Service Management (ITSM) -Integrations to the GPA’s other core systems and partners to allow for a seamless transfer of information For continuity of Service, one successful bidder will be awarded one contract which will include two elements: 1. ServiceNow managed service (Fixed price for contract duration 18 months) 2. ServiceNow development work (Time and Materials for individual Statement of Works) Where the supplied staff will work No specific location (for example they can work remotely) Why the work is being done Over the last twelve months, the GPA has upgraded and improved the current ServiceNow platform - implementing the ServiceNow accelerators and unifying the UI across both areas, to give users the best experience possible. The GPA have an ambitious plan to continue this programme of improvement and widen the user base of the ServiceNow platform to thousands more users within the Civil Service. We will need a partner who is agile and flexible enough to collaborate with our Corporate Systems team (Governance), Business Stakeholders and Service Owners; over the next three to five years. The business problem The ServiceNow application is used by the GPA for Customer Service Management (CSM), Employee Centre Pro Human Resources Service Delivery (HRSD). Following successful implementation of these solutions GPA is looking to leverage the capability of ServiceNow, considering additional functionally, and enhancements to ServiceNow, to meet the needs of the business. The Successful Bidder will be awarded one contract which will include two elements: - A managed service for the GPA ServiceNow platform, including Incident Management, Request Management, Change Request Management (Enhancements), User Management, Report and Dashboard Management, System Configuration, Clone and General Maintenance and Compliance - Supply resources for development projects to mature the platform as part of the GPA ServiceNow Roadmap. These projects will include aspects of Technical Delivery, Programme Management, Architectural design and Business Modelling Services. The service will enable the GPA to maintain its current service to its customers within the wider Civil Service network and continue to build functionality according to their ambitious Platform strategy. The people who will use the product or service User type: GPA Employees Definition: Managing Annual Leave, Performance and Talent Management and requesting changes through Business Cases. User type: Customer Experience Admin Users Definition: This group includes the GPAs Customer Experience and Workplace Services teams; who utilise the Customer Service Management module on ServiceNow to manage the service and maintenance of GPA sites and the information and content to be made available to Civil Service Users. User type: Civil Service Users Definition: This group accesses the Customer Service Management module, from the front end - the Customer Service Portal; for information about GPA sites/hubs they can access as office space and report any maintenance issues during such visits. User type: Administration Users Definition: This group includes Managed Service Providers and System Administrators, and Business stakeholders to action Change Management on the platform. Work done so far Over the last twelve months, the GPA has upgraded and improved the current platform uses, implementing the ServiceNow accelerator and unifying the UI across both areas, to give users the best experience possible. These include: - - Additional Buildings work: automating the onboarding of 80 new buildings to the Customer Service Portal. This was done by adding conditional variables to an existing form and adding automation to create Knowledge Base articles with the submitted answers. - Planon API upgrades: improving the UI and data transfer from ServiceNow to our IWMS. - Change Process Discovery: creating a Proof of Concept for the organisation’s Change Management process to incorporate all Departments and aspects of Governance. Which phase the project is in Live Existing team ServiceNow has recently been brought into the GPA Corporate Systems portfolio with a view to apply consistent governance across applications and Programmes which are embedded in the business. The Corporate Systems team sit within the Digital and Data team in GPA and have built strong relationships with stakeholders and Business Owners of the modules within the ServiceNow platform. Corporate Systems will provide technical support to the businesses, perform Governance duties and manage Contract and Performance of these respective bids. The Business Owners will nominate a Project Manager from their teams who will work closely with the Business Analyst, Project Manager and Systems Administrator from Corporate Services. Address where the work will be done This work is to be virtual, but there may be an opportunity to travel to GPA offices across the UK for workshops and meetings or as agreed by the Authority. Working arrangements There will be no requirement to access GPA’s premises for delivery of the solution, however it may be proposed, where there is a benefit, to conduct some meetings or workshops from GPA’s offices across the UK. Security and vetting requirements Baseline Personnel Security Standard (BPSS) Security and vetting requirements Security Check (SC) More information about the Security requirements: All supplier’s employees and contractors working on the GPA account must be BPSS cleared (at minimum); with the eligibility to acquire SC clearance. SC Clearance for Managed Service Consultants who will be accessing GPAs ServiceNow system, including commercial and security sensitive information as data on our instance is classified as Official Sensitive. Evidence of clearance will be provided before the commencement of the Consultant providing services to GPA. Latest start date 17 June 2024 Expected contract length Contract length: 1 years 6 months 0 days Optional extension: 0 years 6 months 0 days Special terms and conditions special term or condition: Pricing Model: - Fixed Price for Managed Service (10%) - Time and Materials for Development Works (15%) Budget Indicative maximum: £1000000 Indicative minimum: £0 Further information: For Development Works the contract value is between £300,000 and £400,000 per year excluding VAT. For Managed Service the contract value is between £60,000 and £150,000 per year excluding VAT. Contracted out service or supply of resource? Contracted out service: the off-payroll rules do not apply Terms and acronyms Term or acronym: GPA Definition: Government Property Agency Term or acronym: IWMS Definition: Integrated Workplace Management Systems Term or acronym: CSAT Definition: Customer Satisfaction Score Term or acronym: NPV Definition: Net Promoter Score Term or acronym: EC Pro Definition: Employee Centre Pro Term or acronym: IRM Definition: Risk and Audit Management Term or acronym: ITSM Definition: IT Service Management Term or acronym: UI Definition: User Interface Term or acronym: CSM Definition: Customer Service Management Term or acronym: HRSD Definition: Human Resources Service Delivery Term or acronym: API Definition: Application Programming Interface Term or acronym: BAU Definition: Business as Usual