Information technology services

Description

Notification of Award of the following: Thames Water Utilities Limited (Thames Water) is looking to procure 1 service provider to work with Thames Water to form a Technology and Transformation Alliance in order to deliver the core Information Technology/ Operational Technology (IT/OT) requirements for the remainder of AMP6 across its entire business. AMP6 is the current Asset Management Plan under-way within the water sector in England and Wales and runs from 1.4.2015 to 31.3.2020. The service provider will work with Thames Water to deliver a step change in delivery of all scope whilst also focusing on proactive longer-term innovation and transformation. There will be the potential to (a) extend the arrangements to the AMP7 and AMP8 periods respectively, and (b) bring in 1 or more other items of potential future scope (see below) by agreement at any point in the contract. The final contract(s) (or parts thereof) will be capable of transfer by Thames Water to any member(s) of the Group on a group re-structuring. It is currently envisaged that the scope of the contract may include, but not be limited to, activities associated with the following, to provide either a partial or full and complete end-to-end service: 1, more, or all elements of Technology (IT/OT) project delivery, development, support, maintenance, system integration, hosting and other IT services for new or legacy software, systems, processes, infrastructure, and other assets and the like, including but not limited to: Service strategy, IT/OT strategy, technical advice and planning; Enterprise architecture planning; Process improvement and design; Feasibility analysis and blueprinting; Requirements analysis; Solution design; Service design; Application development; Testing strategy, test planning, and testing; Data quality improvement and migration for service transition; Data management and information management; Data warehousing and analytical reporting; Information security management; IT/OT asset management; IT/OT integration; Information management and analytics; Programme and project management; Quality control, quality assurance and quality management; Design assurance; System integration; Service validation and testing; Business continuity management and IT/OT disaster recovery management; Transition into ‘business-as-usual’ operations (including application support and service hosting); Benefits analysis and measurement; Application support; Supervisory control and data acquisition (SCADA) design, implementation and management; Control/automation assets e.g. programmable logic controllers, remote telemetry units; Instrumentation installation and integration with SCADA systems; Other operational control and automation systems design, implementation and management; OT domain management, service provision and networks; The above requirements may be needed across core service areas including but not limited to: — Asset infrastructure management and planning; — Asset and network operations management (e.g. integration of Information Technology and Operational Technology); — Customer experience management (e.g. marketing, selling, serving and satisfaction); — End-user computing; — Finance management; — Geo-spatial referencing services; — Integrated analytics and insight for customers, assets and operations; — People management (e.g. employee and manager self-service; talent development); — Revenue management (e.g. billing, payments, credit and collections); — Supply chain management and planning (e.g. purchase-to-pay value chain); — Unified communications and collaboration (e.g. customer interaction channels); — Work enactment and work management. The services required under the contract(s) are split across 2 areas: Core Scope and Potential Future Scope. Core Scope The core scope includes, but is not limited to the following: A. Service Integration: Provision of service design, service transition, service operation, cross-tower integration and continual service improvement. B. Service Desk: Provision of incident management, problem management, user contact management, and request fulfilment. C. Hosting: Provision of the fully maintained operational premises, the storage and processing capacity, the management and maintenance of the hardware, the build and provision of the operating environment to support the hosted applications and any required appliances plus including the provision or brokering of new potential services such as ‘cloud’ based applications and/or services and/or infrastructure (e.g. software as a service, platform as a service, infrastructure as a service). D. Network: Provision of IT networks services for voice and data connectivity, fixed and mobile. This includes local area networks and associated equipment within offices, wide area networks and connectivity between offices, sites, data centre environments, SCADA/ telemetry, and associated assets. E. End-User-Computing: Provision of administrative office EUC, hardware support, EUC infrastructure applications (e.g. operating systems, anti-virus), application access methods, device management, distribution and management of applications supporting the workplace (e.g. productivity applications). F. Applications Management: Provision of 2nd and 3rd line support, patching (of applications), minor enhancements and configuration management. G. Applications Development: Provision of software development services for new developments and major enhancements. H. SCADA: Supervisory Control and Data Acquisition design, implementation and management. I. Instrumentation installation and integration with SCADA systems. J. Projects and Programmes including Intelligence Hub (a programme of IT and OT projects focusing on analytics and performance) and CRMB (customer relationship management and billing systems). And other IT/OT software, systems, support, processes, infrastructure, product development, change management and other assets which may be required in the operation and associated activities of the Thames Water business across all business areas for the potential term of the contract(s). This will also include the items of business consulting and change management required to deliver the core scope. Future Potential Scope The future potential scope includes, but is not limited to the following: K. Business Consulting: Provision of management and business consulting, strategy consulting, change management, transformation, and cultural change. L. Procurement: Provision of strategic sourcing, category management, tendering, contract formulation, award and, contract management. M. Logistics, Fleet Management and Inventory Management: Provision of vehicle planning and scheduling, vehicle tracking, work-flow, notifications, and optimisation of inventory. N. Facilities: Provision of the integration and management of processes to maintain and develop the agreed services both ‘hard’ (e.g. building fabric) and ‘soft’ (e.g. catering, cleaning, security, mail-room, and health and safety) which support the organisation. O. Purchase-to-Pay: Provision of the complete purchasing cycle to ensure a seamless process from need to payment. P. Human Resources and Payroll: Provision of the management and administration of employees (e.g. recruitment, employee relations, etc.) and associated records (e.g. Payslips, BACs, National Insurance, Tax etc.). Q. Finance and Reporting: Provision of financial management and support, financial reporting, and associated activities. R. Energy and Carbon Management: Provision of the procurement, management, monitoring and reporting of activities associated with energy and carbon management. S. Customer Contact Centre: Provision of voice and non-voice services relating to customer management, inbound and outbound phone calls, account management, connections/ disconnections, customer exceptions, channel integration, reporting, analytics, and management information. And any other activities which align themselves to a shared services environment and/or cover the same or similar business objectives and requirements. Thames Water currently envisages that the total value (including all Thames Water costs) of the Core Scope items A to J above will be approximately 400 000 000 GBP — 500 000 000 GBP over the remainder of AMP6 following contract award (i.e. end of March 2016 to end of March 2020) and that this scope value is an approximate forecast for future AMP periods. Thames Water also currently envisages that the total value (including all Thames Water costs) of the Future Potential Scope items K to S above will be approximately 200 000 000 GBP — 300 000 000 GBP per AMP period. However, no decision has yet been made regarding if and when this scope will be awarded in total or in part. Bidders will be expected to be able to deliver all the Core Scope items as a minimum. The size and complexity of the core IT/ OT programme, and the potential to bring in the Potential Future Scope, means that it is currently envisaged that bidding entities will be multi-disciplinary in nature and will be either an incorporated or unincorporated bidding consortium. Thames Water does not envisage that product vendors will be part of the original constitution of each bidding consortium. However, product vendors may be required in the future, either as a strategic supplier or as part of the consortium within the alliance. Therefore, this provision may be incorporated within the consortium by agreement during or after the procurement and pre-service delivery phases. Following the procurement, Thames Water envisages a pre-service delivery phase between January 2016 and April 2016, followed by full service delivery (including a transition phase). Thames Water's current preference is to award the contract to a single successful bidding consortium, but subject to the capability and ability of bidding entities reserves the right to move to a multi-supplier/consortium solution at any point in the procurement process and thereafter award the contract(s) to more than one supplier consortium(s). Where Thames Water exercises this right, the process for doing so and evaluation methodology shall be set out in the relevant procurement documents. A significant amount of collaboration, knowledge sharing, and innovation will take place during the lifetime of the contract(s) and this requirement, along with the commercial model being developed, will require a bidding consortium(s) with significant collective capacity and capability. It is currently envisaged that Thames Water and the successful bidding consortium(s) will work together under the contract(s) within a jointly-incentivised commercial arrangement with the objective of outperforming the Thames Water business plan budget which is aligned to the scope being delivered. The operating model selected for delivering these services is a client-embedded alliance, where Thames Water and the successful bidding consortium work together in a joint-team to meet the stated aims of the contract. This approach will require selection and evaluation through the procurement on a collective bidding consortium basis. Bidding consortiums may receive detailed feedback at an early stage in the procurement process upon their strengths and weaknesses as a consortium. A short window of opportunity may be given for shortlisted bidding consortiums to vary their members. Should a bidding consortium choose to change its members in this way, Thames Water shall reapply the selection criteria used at the outset and it will be a condition of continuing in the process that the bidding consortium (as varied) receives the same score or higher than that originally awarded for the Selection stage. Thames Water and the successful bidding consortium will agree the detailed transition and phasing of the Core Scope during the procurement or pre-service delivery phase. It is envisaged that the items of scope pertaining to IT may be made operational before any OT activities are commenced. Thames Water does not envisage having an immediate requirement for applicants to deliver the Potential Future Scope from Day 1 of the contract. However, it is currently anticipated that Thames Water may, at some point during the initial term of the contract (including the pre-service delivery phase) or later, require the successful bidding consortium to deliver both the Core Scope and part or all of the Potential Future Scope. Therefore, each bidding consortium's ability to manage the Potential Future Scope will be evaluated within the selection and evaluation stages of the procurement. It may be appropriate for the successful bidding consortium to introduce other entities to deliver this Core Scope and/ or Future Potential Scope during the life of the contract(s) and/or for original entities to exit the successful bidding consortium. A clear, precise and unequivocal review clause shall be included within the contract(s) to manage this process.