Delivery partner for online passport application services.

Description

Summary of the work A team is needed that can iteratively design, build, and implement digital services for UK passport holders to provide documentary evidence in support of passport applications. These capabilities will serve users directly, as well as being consumed by other cross-functional teams. Expected Contract Length 12 months with the possibility of 2 years for delivery of an integrated end to end service. Latest start date 31/05/2017 Budget Range £750k to £1.6m per annum. Why the Work is Being Done HM Passport Office has an organisational goal to create an integrated, digital-by-default service for customers who need to apply, renew or replace passports. This will reduce the 35 million documents and pieces of paper that HM Passport Office and its partners handle annually to the single digit millions by 2020, by receiving over 90 per cent of passport applications online. The Project started life as one of the GDS Exemplar suite of digital projects. We continue to have a close relationship with GDS through collaboration on GOV.UK content and their ongoing assurance of our delivery against their Digital Service Standards. Problem to Be Solved The existing service accommodates a single customer group - adult renewals aged 26 years and older. HM Passport Office's plans are to extend this to all customer groups, both in the UK and abroad, in order to achieve the strategic organisational goal of 95% transactions online by 2020. The current delivery approach needs to be scaled to support this ambition, without sacrificing the user-centered approach already established. Delivery should also adhere to the GDS Digital Service Standards. Who Are the Users As a passport applicant, I need an easy way to provide a passport photo that meets international standards, and to provide supporting documentation in support of my application. Early Market Engagement HM Passport Office have carried out analysis on which aspects of the transformation programme to ‘buy or build’. Certain aspects (eg. document handling and appointment booking) will likely involve teams integrating with shared or 3rd party solutions. The current team has been up and running for 2 years with great success; this is therefore a relatively mature programme and suppliers should expect to work alongside colleagues from other organisations and deliver to an established platform. Work Already Done The online renewal service has been available to renew passports for adults aged 26 and over since June 2016. There is a stable platform, with update releases several times each week. User Research and design efforts are mature, and there is a significant amount of research and knowledge available in terms of product discovery. Existing Team There are currently two cross-functional teams working on these services and capabilities. HM Passport Office anticipate the supplier team will manage these existing capabilities, as well as build new ones for the provision of shared services from this platform. Current Phase Beta Skills & Experience • Have demonstrable experience of successfully understanding user needs and designing services to support them. • Have demonstrable experience of user centric development and how this is balanced against business and technology considerations. • Have demonstrable experience of successfully integrating systems via APIs, including on-premise and other cloud-based services. • Have demonstrable experience of successfully delivering digital solutions that collect and manage personal and/or sensitive information with appropriate controls and protection. • Have demonstrable experience of successfully working with other suppliers/3rd parties/other partners in the delivery of public sector digital services; • Be able to mobilise the required multi-disciplined team to begin engaging on 06/05/17 • Have demonstrable experience of successfully assessing Discovery phase outputs and iteratively developing and improving them using Agile methods and practices. • Have demonstrable experience of working in Continuous Delivery environments • Have demonstrable experience of working with HMPO technology stack (Java, Node.js, MongoDB, AWS, Puppet, RabbitMQ) • Have demonstrable experience of supplying cross-functional agile teams to deliver defined outcomes • Have demonstrable expertise in automated testing and DevOps approaches • Demonstrable depth of resource and expertise in supplying the following roles: delivery lead, agile BA, developer, QA, lead developer/architect, bring experience of tight contract testing and component level testing. • Capable of delivering high quality services with automated testing processes. • Able to build and influence our current build pipelines to support organisation maturity, this should include, automated security testing, code quality assurance, smoke testing and using containerisation to support deployment. • Able to communicate effectively with technical architecture and solve issues amongst complex integrations. • Have demonstrable experience of successfully assessing Discovery phase outputs; iteratively developing and improving them using Agile methods and practices. • Good knowledge of AWS, Java8, REST/JSON, HATEOAS, Postgres and MongoDB. • Knowledge of working with Payment Systems. • Able to work within automated config management environments using Puppet. • Knowledge of ELK/Grafana and able to design metrics and monitoring dashboards. Nice to Haves • Have demonstrable experience of delivering digital solutions that meet Level AA of the W3C WCAG 2.0 accessibility standards • Have demonstrable experience of successfully and collaboratively working, coaching and sharing knowledge with Public Sector client teams, particularly those with limited agile development experience. • Have demonstrable experience of successfully integrating digital solutions with Government platforms, such as Government Gateway, Verify and Notify • Have demonstrable experience of working on services which go through government Service Assessments • Have demonstrable experience of working with Policy and Business Architect teams to generate requirements • Have demonstrable experience of working in multi-team agile delivery programmes • Have demonstrable experience of thought leadership in agile public sector delivery • Have demonstrable experience of Transformation programmes and replacing legacy systems • Have worked with photo processing systems, in particular the tuning and monitoring of user uploaded photos. • Good understanding of securing files coming in from the public domain. • Experience working with API gateways. • Best practice in microservice design principles. Work Location Central London (near to Victoria / Westminster/ Fleet Street) Working Arrangments We expect the supplier to work collaboratively with the existing in-house cross-functional teams who are transforming how applications are submitted and processed by HM Passport Office. There should also be a focus on evidence-based skills transfer between the supplier and the civil servant members of the team. Work is based in London, and will involve the supplier being on site for at least four days per week to work collaboratively with HM Passport Office teams. Travel and expenses remain the responsibility of the supplier. Service design and development must align with the HM Passport Office strategic technical architecture and technologies. Security Clearance SC clearance is required. HM Passport Office will support the clearance process. Additional T&Cs Breakpoints to assess progress and quality will be set at the end of alpha and beta phases. No. of Suppliers to Evaluate 3 Proposal Criteria • Approach and methodology – reporting delivery speed, clear communication, risk management • Value for money - Support model, resource costs, estimating, sizing • Team Structure – reporting lines, performance reviews • Managing backfill • Ability to identify poor performance in a team • Track record of delivery Cultural Fit Criteria • Work as a team with our organisation and other suppliers • Transparent and collaborative when making decisions • Have a no-blame culture and encourage people to learn from their mistakes Payment Approach Time and materials Evaluation Weighting Technical competence 60% Cultural fit 15% Price 25% Questions from Suppliers 1. Please clarify your latest start date for this work as in the overview it is stated that the latest start date is 31/5/2017, yet in the essential skills and experience requirements it states that a multi-disciplined team should be mobilised to begin engaging on 6/5/2017. 31/05/17 is the latest start date. 06/05/17 is the earliest possible start date, the day after the procurement closes. 2. This requirement appears similar to ‘DOS - 1988 - HMPO - Delivery Partner for HM Passport Office for Documents service for users to apply for passports - Lot 1’. Can the authority confirm whether this is related or if it supersedes DOS 1988? If it supersedes, can the authority confirm why it was not awarded please? The requirement does not supersede ‘DOS - 1988 - HMPO - Delivery Partner for HM Passport Office for Documents service for users to apply for passports - Lot 1’. The delivery partner for online passport application services will work collaboratively with the capability procured through DOS 1988. 3. You have asked one of the questions in the essential skills twice "Have demonstrable experience of successfully assessing Discovery phase outputs; iteratively developing and improving them using Agile methods and practices." Could you remove one of these from the list of questions as it's duplicated? Once an advert is live, amendments cannot be made. We appreciate that there is a duplication error made on our part. 4. You’ve asked questions on payment gateways and government gateways, could you give us an example of what you consider to be other API gateways? What are you looking for in this question? HM Passport Office is looking for evidence that you have experience in building, maintaining, and integrating with systems that communicate via API gateways. Examples include, but are not limited to, RESTful services and SOAP interfaces. 5. Please clarify what you mean by the question "Able to communicate effectively with technical architecture and solve issues amongst complex integrations.?" Are you refering to our ability to communicate effectively with technical architecture groups or personnel, or are you looking for us to identify our ability to use technical architecture effectively? You will need to demonstrate the clear communication of technical architecture to both technical and non-technical groups and personnel, and to evidence the use of technical architecture to identify and solve problems. 6. Can you clarify what type of API Gateways that HMPO are using/investigating? We are trying to understand what evidence you are looking for in the following question "Experience working with API gateways". HM Passport Office is looking for evidence that you have experience in building, maintaining, and integrating with systems that communicate via API gateways. Examples include, but are not limited to, RESTful services and SOAP interfaces. 7. Can you confirm the expected IR35 status for teams assigned as part of this engagement. We expect this engagement to be outside IR35, however status is assessed on a case-by-case basis. 8. The brief states the earliest start date is 31/05/17, but one of the essential skills lists: "Be able to mobilise the required multi-disciplined team to begin engaging on 06/05/17" - please can you clarify expected start dates and how we should answer this question. 31/05/17 is the latest start date. 06/05/17 is the earliest possible start date, the day after the procurement closes. Your answer should detail whether you can mobilise a team to begin engaging within this period and what, if any, obstacles there may be to starting on 31/05/17. 9. Answer amended for Q2.This requirement appears similar to ‘DOS - 1988 - HMPO - Delivery Partner for HM Passport Office for Documents service for users to apply for passports - Lot 1’. Can the authority confirm whether this is related or if it supersedes DOS 1988? If it supersedes, can the authority confirm why it was not awarded please? Answer amended for Q2.The requirement does not supersede ‘DOS - 1988 - HMPO - Delivery Partner for HM Passport Office for Documents service for users to apply for passports - Lot 1’. The delivery partner for online passport application services will work collaboratively with the capability procured through DOS 1749. Apologies for the confusion caused. 10. Is this engagement in or outside IR35 regulations ? We expect this engagement to be outside IR35, however status is assessed on a case-by-case basis. 11. I'm assuming that having a lack of available SC cleared staff won't have a negative impact on our response? We would be unable to provide cleared staff for the 6th May. Security clearance would be preferred, but is not is not a pre-requisite. Personnel will be sponsored through the clearance process by HM Passport Office. 12. Can you confirm that costs of hosting the solution and the environments required to support the development and delivery of the solution, are not expected to be covered by the supplier. Yes. We would not expect the costs referenced to be covered by the supplier. 13. Is there any output documentation from the discovery phases of this project available to view by potential suppliers ? Not at this point. 14. For the avoidance of doubt, can you please confirm what phase/s of the GDS lifecycle HMPO are procuring in this opportunity? We only see mention of Discovery activities being undertaken, however the current phase is described as Beta. The first iteration of the Service (adult renewals for applicants over 26) is in Public Beta. However, its subsequent iterations are in various phases of development. 15. Can you confirm whether this procurement is for a new phase or to add capability into a current phase? This procurement is for the addition of capability for current and future services. 16. Can you please outline steps and dates in the procurement timetable, up until supplier award i.e. Proposal or presentation dates? 08/05/2017: Bidders advised of shortlist results12/05/2017: Deadline for shortlisted bidders to submit written proposal15/05/2017: Presentation day at Marsham Street16/05/2017: Results communicated to bidders 17. Is there an existing supplier who has undertaken the Discovery and/or Alpha with you and if so who is the existing supplier? Discovery has been undertaken by an existing team, which is a mix of contractors and civil servants. Team members have been provided by Kainos under a previous procurement. 18. Are there any early key outputs from previous phases that can be shared? Not at this point. 19. Whilst the procurement notice indicated a "per annum budget' and 12-month contract length, is it correct to assume that costed proposals should be limited to the next phase at this stage - to enable apples-for-apples comparison? What is the next phase of this project? Rate schedules will provide a like-for-like comparison on cost. 20. Is there an existing supplier who has been involved in this specific project previously that will be able to bid for this opportunity? If so, how will HMPO ensure a level playing field in the procurement? Discovery has been undertaken by an existing team, which is a mix of contractors and civil servants. Team members have been provided by Kainos under a previous procurement. Procurement will follow Public Sector Procurement rules. Bids will be evaluated against the responses to 'essential' and 'nice to have' skills - previous experience of working with HM Passport Office will not be considered for evaluation purposes. 21. Will there be anybody from an external supplier (outside of HMPO) on the evaluation panel for this procurement? Panels will be made up of substantive civil servants from HM Passport Office and the Home Office 22. What roles are currently provided by the 2 cross-functional team mentioned in the existing team section? Will these roles be dedicated full-time to HMPO digital service during this phase? Does HMPO have a Service Manager / Product Owner identified for this phase? The existing team comprise product , design, developers and test dedicated full time to HM Passport Office digital development. Product Owners and a Service Manager are already in place. 23. Can we ask for a breakdown of roles in the current team mentioned in 'Early market engagement'? Also, whether these roles are filled by HMPO or external suppliers. The existing scrum teams comprise product, design, and developer roles which are fulfilled by a mixture of contractors an civil servants. Developer and design functions are typically contractors, with civil servants filling the project and product management roles. Contractors also fill the delivery and service management roles. 24. Can we ask who the other organisations are mentioned in 'Early market engagement'? This is commercially sensitive so cannot be disclosed at this point. 25. In the section 'existing team' it states the supplier will manage existing capabilities. Does this mean the supplier who is successful in this procurement will manage the delivery of the project? Delivery of the overall project will be managed HM Passport Office, but the supplier will be expected to take responsibility for the development of capabilities within the Service. 26. In the 'working arrangements' section, can we ask what is meant by 'evidence based skills transfer'? The transfer of skills to civil servants must be measurable. 27. In the 'working arrangements' section, can we ask what capabilities make up the 'existing in-house cross functional teams'? The existing scrum teams comprise product, design, and developer roles. Developer and design functions are typically contractors with civil servants filling the project and product management roles. Contractors also fill the delivery and service management roles. 28. Is there a particular reason HMPO only foresee 4 days on site needed? Is it possible to work on-site 5 days per week? Working arrangements specify at least four days. This is not a maximum. 29. We note that work must align with the HM Passport Office strategic technical architecture and technologies. At a high-level, what is HMPO's strategic technology stack and key technologies? HMPO technology stack includes Java, Node.js, MongoDB, AWS, Puppet, RabbitMQ. 30. Is this service expected to be offered on the GOV.uk website? Yes. It is an iteration of the current GOV.UK web-based Service. 31. Will this service undertake the GDS Service Assessment for the subsequent phases? Yes - where applicable 32. We note the security clearance level is SC. Do HMPO require all team members to have SC clearance before starting the project or just the ability to be cleared to SC level? Security clearance would be preferred, but is not is not a pre-requisite. Personnel will be sponsored through the clearance process by HM Passport Office. 33. Was the DOS opportunity 1988 - Delivery Partner for HM Passport Office successfully procured? We noted the DOS link was no longer available shortly after the opportunity was listed. It is still not available to view - https://www.digitalmarketplace.service.gov.uk/digital-outcomes-and-specialists/opportunities/1988 DOS 1998 was not procured. Answer to Question 2 has been corrected to: "The requirement does not supersede ‘DOS - 1988 - HMPO - Delivery Partner for HM Passport Office for Documents service for users to apply for passports - Lot 1’. The delivery partner for online passport application services will work collaboratively with the capability procured through DOS 1749." Apologies for the confusion caused. 34. The answer to question 2 states a capability was procured through the DOS opportunity 1988. Can we ask 1) what capability was procured and 2) who was the successful supplier in this procurement? DOS 1998 was not procured. Answer to Question 2 has been corrected to: "The requirement does not supersede ‘DOS - 1988 - HMPO - Delivery Partner for HM Passport Office for Documents service for users to apply for passports - Lot 1’. The delivery partner for online passport application services will work collaboratively with the capability procured through DOS 1749." Apologies for the confusion caused.Kainos were the successful bidder of DOS 1749. 35. Is this budget range based on existing research / previous work? Yes 36. What team structure(s) is the budget based on? The budget is based upon the maximum team size the supplier could be asked to provide. 37. Could you provide the analysis outputs of buy vs build? Not at this point. 38. Does the successful supplier's involvement include research and recommendation of COTS products? Not at this point. 39. Does the successful supplier's involvement include deployment of COTS products? Not at this point. 40. What is the expected governance for the augmented (new plus existing) teams; is the winner of this procurement expected to govern these teams? No. The new and existing team will continue to work under the existing governance structure. 41. Is the scope of this work to just open the public interface to a wider group, or to also create / update backend processes and systems? Both. 42. Is it expected that their workload on existing capabilities taper off and therefore transition onto new services? Yes 43. Does the phrase "The current team has been up and running for 2 years with great success” mean various mature work streams, within the broader HMPO environment, which the new team will need to collaborate alongside? Or does this phrase imply that the team, that has been working for 2-years, will slim-down or move onto other work and that there is a handover and knowledge transfer required to between the existing team and this new work stream? If handover and knowledge transfer is required, when is the end date by which knowledge transfer and handover needs to be complete by? The existing team will continue, and supplier is expected to work collaboratively alongside. 44. Can you please confirm this work is out of scope of IR35 legislation? We expect this engagement to be outside IR35, however status is assessed on a case-by-case basis. 45. Please describe at a high-level the data sources that might be relevant. Are they internal to HMPO or are there external data sources too? Please characterise the data sources in terms of volume, how they might vary and how often they might update i.e. Weekly batch, daily, real-time. The Service does not retrieve data from any other internal or external sources. This is a front-end service to capture customer data inputted, with an established integration for transferring the inputted data to other HM Passport Office systems. There is also an established integration with a third party payment processing system. 46. Please could you describe the make up of the current teams, their roles and their experience level. The existing team comprises a mixture of contractors and civil servants comprising product, design, and developers. Experience ranges from 12 months upwards. 47. Could you describe the Governance processes currently in place for your existing teams. What are the expectations these processes place on the new team's freedoms. Are you open to working with the supplier to review and/or modify these processes if desirable. Governance is provided by the Service Manager and HM Passport Office's Strategy and Change senior team through Mission Boards and escalation to the Transformation Board. Any proposal to modify the processes within this existing governance structure will be considered, however it is not a key priority. 48. What is your anticipation of new team size? Are you constrained by physical environment? Is it possible to integrate some new members within existing teams and use a few existing team members for the third team, so it isn't two established teams an one brand new team? We expect to initially require six team members who will be integrated into both existing and forming teams. 49. Do you have existing Product Owner(s)? Do they have capacity to work with an additional team or are you looking to compliment this role as part of this initiative? Product Owners and Service Manager are in place who have capacity to work with this team. 50. Could you describe the access to the user/client, in particular the amount of exposure/involvement the agile team will have to the source of requirements and service design? The team will work with the existing User Researchers, Product Owners and Service Managers who are allocated full time to this project and will be co-located with the team.