Development and Operations L2 & L3 Tender D&T11104

Tender description

About adding context and requirements test Pre-market engagement N/A Work done so far There are existing L2 and L3 teams with established working practices in the agency currently. Although these working practices may be subject to change, the core principles are in place to support the capability. Which phase the project is in Not applicable Existing team The organisation currently has a mixture of capabilities spread across multiple teams in support of in-house software with OSS components as well as COTS products such as Salesforce and MuleSoft. These varied capabilities are to be replaced by this service. We estimate that the right configuration for a capability to support the current level of demand would be 2x L2 squads and 3x L3 squads split across multiple disciplines in both infrastructure and development capability. Address where the work will be done The location of the Services will be carried out at the Supplier’s premises or remotely. There may be a requirement to attend UKHSA premises (main locations in Canary Wharf, Colindale, Chilton, Porton and local offices across UK), from time to time, which will be agreed with the Supplier under each SoW. Whilst the Agency is keen to demonstrate best value to citizens, it is also bound to protect sensitive personal information and data of the Agency. Any off-shoring must be to countries regarded as adequate under the UK Data Adequacy Agreement and, where bidders can demonstrate systems, staff, personnel, data, vulnerabilities or security meet the Agencies expectations and there are suitable risk mitigations and controls in place. Working arrangements All resources should be available to support UKHSA during UK core working hours, 0900-1700hrs, Mon-Fri, and be willing to meet in person, as required. There will be a requirement for out of ours (24/7) and on call support, and this will be agreed in advance on a SoW by SoW basis. We expect those working remotely to be visible in virtual meetings and contribute in the same way as they would if meeting in person. Off-shore resources may not be used for this contract. Expenses may not be claimed. We expect all resources to use UKHSA instances of our standard tools such as ServiceNow, JIRA, Confluence and MS Teams, so that UKHSA retains ownership of the information recorded. Provide more information about your security requirements: Baseline Personnel Security Standard (BPSS) Provide more information about your security requirements: Security Check (SC) Provide more information about your security requirements (optional): Baseline Personnel Security Standard (BPSS) clearance is expected for all roles and Security Check (SC) clearance and higher may be required for some SoW. The Agency will support SC applications and suppliers will cover any cost. Latest start date 2024-02-02 Enter the expected contract length: 2 years Extension period: 1 year Special terms and conditions "Clause 10.2.2 (Ending the Contract without a reason) shall be deleted and replaced with: “10.2.2 Each Buyer has the right to terminate their Call-Off Contract or any Statement of Work at any time without reason by giving the Supplier not less than: (a) 15 days for a Statement of Work; or (b) 30 days for the Call-Off Contract, written notice and if it is terminated Clause 10.6 shall apply. Without prejudice to Clause 10.2.3, the Buyer shall have no liability in respect of any costs incurred by the Supplier arising from such termination.” A new Clause 10.2.3 shall be inserted as follows: “10.2.3 The Parties acknowledge and agree that the: (a) Buyer’s right to terminate under Clause 10.2.2 is reasonable in view of the subject matter of the Call-Off Contract and the nature of the Deliverables being provided. (b) Call-Off Contract charges paid during the notice period given by the Buyer in accordance with Clause 10.2.2 are a reasonable form of compensation and are deemed to fully cover any avoidable costs or losses incurred by the Supplier which may arise (directly or indirectly) as a result of the Buyer exercising the right to terminate under Clause 10.2.2.” Clauses 10.6.1 (What happens if the Contract ends), (a) and (e) shall be deleted and replaced with: “10.6.1 Where the Party terminates a Contract or, where applicable, terminates any Statement of Work, under Clauses 10.2.1, 10.2.2, 10.4.1, 10.4.2, 10.4.3, 10.5 or 20.2 or a Contract expires all of the following apply: (a) the Buyer’s payment obligations under the terminated Contract or terminated Statement of Work stop immediately. (e) the Supplier must promptly return any of the CCS or the Buyer’s property (including Government Data) provided under the terminated Contract or terminated Statement of Work.”" Write the term or acronym: UKHSA Write the term or acronym: Government Service Standard Write the term or acronym: TCoP Write the term or acronym: CDDO Write the term or acronym: DDaT Write the term or acronym: T&M Write the term or acronym: UK Data Partnership Explain the term or acronym: United Kingdom Health Security Agency Explain the term or acronym: Government Digital Service Service Standard - Service Manual - https://www.gov.uk/service-manual/service-standard Explain the term or acronym: The Technology Code of Practice - https://www.gov.uk/guidance/the-technology-code-of-practice Explain the term or acronym: Central Digital and Data Office Explain the term or acronym: Digital, Data and Technology Digital, Data and Technology Profession Capability Framework - https://www.gov.uk/government/collections/digital-data-and-technology-profession-capability-framework Explain the term or acronym: Time and Materials Explain the term or acronym: Data Adequacy Agreement - https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/1085485/World-Map-V3__2_.jpg Are you prepared to show your budget details?: No Confirm if you require a contracted out service or supply of resource Contracted out service: the off-payroll rules do not apply Summary of work This tender is for the provision of second and third line support of both bespoke services and COTS products supported by the Development and Operations team within the UKHSA IT Technology function. The skills required at Level 3 represent a mixture of infrastructure, cloud and development expertise whereas personnel within the Level 2 team would have more generalised levels of expertise. We are very keen that the standard of personnel in operation at L3 be very high targeting a minimum SFIA level 5 and higher as the range of technology is broad and these individuals will require significant development and subject matter expertise. These teams will be supporting a range of services from the nationally critical to the incidental, but this will entail some operation around the clock and we would expect these services to operate as a collection of self organised teams which can prioritise their own work and operate at a very high level. Each team will be contracted by a unique SOW reflecting the specific needs and specific areas of focus. The L2 service is designed to offer a seamless and responsive support structure that not only resolves issues promptly but also ensures the long-term stability and reliability of our technology estate, whereas the L3 service is intended to provide ongoing development and support as well as escalation for live incidents. This is a critical function within Technology and any failures or gaps in the provision of these services will expose UKHSA to potential services disruptions, strained partner relationships, serious reputational damage and major legal risk exposure. Where the supplied staff will work London Who the organisation using the products or services is UKHSA Why the work is being done L2 and L3 are fundamental aspects of our operating model and provide core technology product support services for the agency. The intention is to provide support services for our products through various levels of escalation with L2 providing a service that covers a broad range of skills with ability to rectify non-development based incidents and fulfil service specific requests raised through our self-serve portals. L3 provides a more specialist level of support that will sway more towards development activities ranging from infrastructure and code changes to incident resolution. The business problem you need to solve Users of services provided by Technology can use L2 and L3 to resolve their issues quickly and in line with agreed processes and OLAs as well as fulfil service requests raised through our self-serve portal. Additionally this service is required to perform pro-active changes to forestall future service incidents. First user type: Internal staff Enter more details about this user type: As a user of a service provided by Technology I will be redirected to our self-serve portal to raise incidents and request new things linked to the service. Through a process of escalation the L2 and L3 teams will engage with and work the business users to resolve these incidents or fulfil these requests. This will apply to all areas of the business.