HMCTS Reform - Civil, Family and Tribunal Services – Family Jurisdiction

Description

Summary of the work Flexible, outcome based Managed Service, meeting outcomes to timescales, budget and government service standards, delivering digital services to users of Tribunal services including development and live running of Beta services. Will include transition to new supplier and staged transition into business as usual as projects complete. Expected Contract Length 24 months with option to extend for further 25% as per DOS terms. Latest start date Friday 20 August 2021 Budget Range The budget range of the contract is approximately £4.8m to £5.5m for the term of the contract. Budget ranges for the extension period will be agreed if required. HMCTS does not guarantee volume or duration of work for the winning bidder. Pricing will be evaluated out of 40% and pricing submission documents will be issued to suppliers who pass Round 1. Suppliers will be evaluated as per DOS criteria. The initial Statement-of-Work and Roadmap is available upon request from HMCTSCommissioningandCommercial@justice.gov.uk. It is recommended that interested parties request this document. Why the Work is Being Done The HMCTS Reform Programme is responsible for delivering the future HMCTS operating model through a portfolio of programmes aimed at delivering pioneering judicial services that better serve the public. The Reform Programme includes modernising the court estate, utilising the latest technology to digitise services where appropriate, speeding up and streamlining working practices, refurbishing buildings to reduce maintenance costs and providing much improved services for users, especially vulnerable witnesses and victims. The Reform Programme includes the CFT Programme, which aims, with its partners, to transform the Civil, Family and Tribunals jurisdictions through the design and delivery of new digital services. These digital services are being developed within a coherent architecture which maximises reuse, and to support the resolution of Civil, Family and Tribunal cases fairly and speedily, providing new routes to justice that fulfil the ambition of an ‘online court’. HMCTS is seeking a managed service provider to ensure that high quality digital services are developed for the Family Jurisdiction that are simple, easy to use and meet the government service standard. The managed service provider will be responsible for delivering the outcomes as specified in the contract and Statement of Work (SOW). Problem to Be Solved For the Family Jurisdiction, the deliverables are categorised by the following: • Development of digital services for external users – develop online services in line with user research, service designs and business requirements. • Development of back end systems – develop systems for staff to manage digital cases in line with service design and business requirements. • Integration with Civil, Family & Tribunals (CFT) Reform Programme Common Components – integrate with wider Programme functionality in line with business requirements • Live operations support, bug fix and product enhancement • Handover to the authority’s business and usual support team(s) Position of Family Projects: Family Public Law - Public beta. Adoption - Completed Alpha. Private Law – Inception. Divorce and Financial Remedy- Public beta. Life Events - Currently discovery activity being completed. The Family project is developed and supported by a single supplier with other suppliers providing QA and Solution Architecture outcomes/ resources. Who Are the Users o Citizens: (claimants and defendants) - Citizen users, various personas developed. o Legal professionals/Solicitors: (claimants and defendants) - Professional/ expert users who understand the legal process o Judges - Professional/ expert users who own the legal process o HMCTS administrative staff - Professional/ expert users who support the legal process o Other Government Departments Early Market Engagement None Work Already Done The CFT Programme has been running for several years and has delivered improvements to the legal process for all users. The digital services are being developed with a common capability approach; building common features and components once for all services, using a consistent design system, sharing understanding of users and their needs, maximising reuse of design patterns and reducing duplication of design effort. Some projects are in public beta stage whereas some are yet to commence and are only at the design stage. More details will be made available at Stage 2. Existing Team The current development is supplied by a single external supplier supported by other CFT based suppliers for UX, QA and Architecture services which will remain separate. It is the intention not to award contracts for the upcoming CFT QA and Architecture procurements to a supplier who is providing services to a CFT Jurisdiction. The team consists of management functions and developers but the exact make up and numbers will be decided by the bidders. Current Phase Not applicable Skills & Experience • Experience of delivering complex transformation programmes, working in multi-supplier teams, managing cross-stream/ team dependencies, and planning with agile teams to articulate detailed delivery plans in 3-6-month blocks (SAFE planning). • Experience of business requirements analysis, epic priority and user story development. • Experience in implementing software using the following development practices and processes; Behaviour-driven development (BDD) and Test-driven development (TDD). • Experience of building and maintaining code with a cloud-based infrastructure (e.g. Azure) using supportive technologies (e.g. Kubernetes). • Experience with full stack tech products such as - front-end (.Node JS, HTML5, CSS3, SASS, Javascript), back-end (SQL, Java, Java Message Service and Apache ActiveMQ), database (Postgres, Redis, NoSQL). • Experience of working with a complex microservices/platform environments integrating with common capabilities to provide an end to end business experience. • Technical expertise in integration technology (API's, protocols and standards), particularly developing and maintaining micro-services architectures - such as RESTful APIs using JAX-RS and messaging using JMS. • Experience of agile testing/QA strategies and automation including Building unit and e2e: eg. Jasmine, Karma, Protractor, Webdriver, Sourcelabs, Codecept, Mocha, Chai, WebDriver, Sinon.js, SuperTest, CucumberJVM, Gatling, Pa11y. • Expertise operating DevOps and continuous integration/ deployment principles such as Jenkins, Kubernetes, Ansible/Terraform, virtualisation for developing, e.g. Docker, Vagrant to build dev VMs proficiency. • Ability to scale up development teams quickly to meet requirements, e.g. scaling to deliver through private and public beta. • Ability to work with other teams developing common components for reuse: how they communicate requirements and work with those teams to ensure consistency and commonality in delivery. • Demonstrable understanding of applying appropriate security controls within a complex digital transformation. Nice to Haves • Experience of working in highly regulated environments with high transaction volumes. • Experience of working with workflow integration engines e.g. Camunda. • Experience of working on large volume API integrations with a multi supplier/ market model. • Experience of working on platform as a service (PaaS) e.g. Azure Cloud Native Platform • Experience of working as a team to pass GDS assessments or similar for external services including preparing and presenting work for assessment panels. • Demonstrate experience of knowledge transfer to the buyer’s organisation to build permanent back-end capability including user guides and training. Work Location Primarily London and remote working (post pandemic) Working Arrangments HMCTS services are built to government service standards using a Scaled Agile Framework (SAFe) essential. SoWs will be issued to define the development outcomes of each project phase and typically span three to six months. For any work performed at a non-base location and outside London (outside of the M25), all reasonable travel and expenses costs shall be met in accordance with the rates set out in the MoJ travel and subsistence policy. All expenses will require prior approval from HMCTS before being reimbursed. Security Clearance All supplier resources must have a Baseline Personnel Security Check (BPSS) which must be dated within three months of the start date. Any development work that requires access to production areas within HMCTS IT systems will require SC clearance which the supplier should provide. For further guidance see: https://www.gov.uk/government/publications/government-baseline-personnel-security-standard Additional T&Cs The initial Statement-of-Work (SOW) will be Capped Time & Materials but the Buyer reserves the right to use alternative payment mechanisms such as Fixed-Price, Incremental Fixed Price or Time & Materials for future SOWs. Suppliers shall provide transparency on the rates paid to resources and third-parties in the supply-chain on request enabling full visibility of charges and costs including overheads and profit-margin in an auditable form. There will be a 4-week transition period working in conjunction with existing service providers. HMCTS Reform use a monthly project performance dashboard to measure Supplier performance and to agree rectification plans where appropriate. No. of Suppliers to Evaluate 5 Proposal Criteria • Please explain how you would deliver the outcomes for this service including previous examples. (8%) • Please give an example of where you have previously approached transition from an existing supplier to minimise disruption to the project. (5%) • Please detail your approach to the leading and owning of such a project on a managed service basis to ensure an effective and efficient delivery, incorporating previous cases. (8%) • Please outline your approach, with examples, to implementing software using the following development practices and processes - Behaviour-driven development (BDD) and Test-driven development (TDD). (4%) • State your approach, with examples, to the handing over of live services to buyer teams and other supplier teams –developing buyer capability and capacity and maintaining an exit strategy (5%) • Outline how you approach working with other teams developing common components for reuse including how you communicate requirements, and work with those teams to ensure consistency and commonality in delivery(8%) • Please outline lessons learnt from previous managed service contracts that you would utilise in this contract. (5%) • Please explain how you plan to sustain pricing within changing market conditions and how the proposal offers value-for-money for HMCTS. (8%) • Please provide evidence of communication skills, working with all stakeholders, gathering and interpreting feedback and communicating to technical/non-technical audiences. (4%) Cultural Fit Criteria • Describe your approach for working with multi-vendor and client teams across multiple projects at different locations with examples. (2%) • Explain how you would develop and share good practice and processes, including how you would support HMCTS to develop its in-house capabilities. Use previous examples. (2%) • Please explain how you will ensure collaboration at all levels of delivery between users, team members, and management. Give examples of how you will maximise the value from collaboration.(1%) Payment Approach Capped time and materials Evaluation Weighting Technical competence 55% Cultural fit 5% Price 40% Questions from Suppliers 1. Is this procurement for an extension with the current incumbent or is it for a new supplier? HMCTS are seeking a managed service provider to ensure that high quality digital services are developed for the Family jurisdiction that are simple, easy to use and meet the government service standard. There is no preference whether the winning supplier is an incumbent or a new supplier. 2. Who is the incumbent? HMCTS will not be advising the name of the incumbent supplier. 3. Can you please advise the timelines of this procurement (e.g. shortlisted companies notified, anticipated contract award)? It is anticipated that suppliers shall be informed as to whether they have been shortlisted to Round 2 of this process around the end of June, although this is subject to change. Announcement of the successful supplier has been anticipated for end of July followed by standstill, although this is also subject to change. 4. Also, can you confirm if shortlisted suppliers will have the opportunity to present? As this was not stated in the published requirements, supplier presentations will not be required. 5. Please could you disclose who the incumbent is? HMCTS will not be advising the name of the incumbent supplier. 6. Who from your team will be scoring applications for this opportunity and what positions do they hold? Three civil servants are planned to be on the Panel for Round 1 and Round 2. Their roles are:Senior Project Manager;Technology Resource and Planning Manager;Digital Product Manager;Pricing shall be evaluated by the Commercial team 7. Who is the incumbent and how long they have been the incumbent? The incumbent supplier has been in place since 2018. HMCTS will not be advising the name of the incumbent supplier. 8. XXX provides a modern fully integrated Courts case management solution delivered as a SaaS in the Microsoft Azure cloud. Is this requirement seeking a supplier who will provide a full solution including the software, or simply an implementation team for an already selected software solution? CFT have already significantly invested in the development of a bespoke case management system supported by a range of common capabilities to deliver jurisdiction based services. The request is for suppliers to provide design and development teams to implement existing and future CFT capabilities into service specific journeys. 9. Will stage 1 marks be carried forward in stage 2? The scores from Round 1 will only be used for the purposes of shortlisting suppliers down to the final five. 10. 3. 'Experience of working on large volume API integrations with a multi supplier/ market model’ : Could you please quantify ‘Large volume’. There are at least 10-12 different API integrations per service with internal and external services and systems where data is sent or consumed. 11. If QA requirement will be handled by a separate vendor, then how relevant will be the Q ‘Experience of agile testing/QA strategies and automation including Building unit and e2e: eg. Jasmine, Karma, Protractor, Webdriver, Sourcelabs, Codecept, Mocha, Chai, WebDriver, Sinon.js, SuperTest, CucumberJVM, Gatling, Pa11y.’ for vendors applying for this opportunity Delivery teams will need experience of test automation and working with build pipelines including these tools. 12. Can the Authority please provide technology stack details of current case management system? The case management system uses the following technical stack: Java 11, Spring Boot 2.2.5, Hibernate 5.4.18, Apache Commons Lang 3.7, Apache Commons Collections 4.4, Apache POI 4.0.0, Liquibase 3.6.3, Azure Service Bus JMS Spring Boot Starter, Liquibase 3.6.3. 13. It is noted that HMCTS has 3 tenders in-flight for managed services covering Civil, Family and Tribunal. Are these tenders being assessed independently, meaning 3 different suppliers might end up running each service, or do HMCTS see value in selecting a single supplier for them all? These tenders will be assessed independently. 14. Is provision of the Azure platform within scope of the tender, or purely a managed service wrapped around the application & platform? The Azure platform is managed by a separate team with HMCTS including platform support for the various test environments. The services in this tender focus on the development and support of applications hosted on Azure. 15. Hi Procurement Team,The questions for this opportunity look identical to the project with the same title that closed on 12th May.https://www.digitalmarketplace.service.gov.uk/digital-outcomes-and-specialists/opportunities/14678Is this the same as the previous project? And if so, why is it being open for re-tender please? The opportunity listed in your question is for Civil Jurisdiction. This procurement is for Family Jurisdiction. Whilst the skills and experience technical criteria may look similar to other procurements, the title and scope are different. 16. "1. What is and would be the current team strength of the development and support team? What would be the split of BPSS and SC resources." HMCTS are seeking a managed service from a supplier who will determine the number and type of roles required to meet the outcomes and deliverables set out in the roadmap and the first statement of work. All supplier resources must have a Baseline Personnel Security Check (BPSS) which must be dated within three months of the start date. Any development work that requires access to production areas within HMCTS IT systems will require SC clearance which the supplier should provide. 17. Which level of Support out of L2, L3, L4 is in scope? Live service support teams are expected to triage incidents (L2), collaborate with component and other teams to define fixes and to develop and release fixes to defects (L3). Teams are not expected to liaise directly with off-the-shelf software L4 teams. 18. Can you confirm that the statement given in DOS advert – ‘The current development is supplied by a single external supplier supported by other CFT based suppliers for UX, QA and Architecture services which will remain separate’, means any future work related to UX, QA and Architecture will be done outside of this contract and requirements fed to the supplier e.g. taking Private Law from inception? It is the intention not to award contracts for the upcoming CFT QA and Architecture procurements to a supplier who is providing services to a CFT Jurisdiction. Future UX services will be managed by a separate commercial agreement. These services will typically be closely associated with the project working as part of the delivery team. 19. Can you confirm that the statement given in DOS advert – ‘The current development is supplied by a single external supplier supported by other CFT based suppliers for UX, QA and Architecture services which will remain separate’, means any future work related to UX, QA and Architecture will be done outside of this contract and requirements fed to the supplier e.g. taking Private Law from inception? It is the intention not to award contracts for the upcoming CFT QA and Architecture procurements to a supplier who is providing services to a CFT Jurisdiction. Future UX services will be managed by a separate commercial agreement. These services will typically be closely associated with the project working as part of the delivery team. 20. In question “Ability to scale up development teams quickly to meet requirements, e.g. scaling to deliver through private and public beta.”Can you please elaborate what kind of scaling evidence you are seeking for this question? i.e. is the question about scaling the team from Alpha to Beta and throughout Beta? Or would you like us to demonstrate scaling teams up and down for multiple parallel ongoing SOWs? HMCTS would like an indication of the lead time that suppliers would require to quickly recruit and onboard a new team to meet our requirements and whether this could be repeated for future teams if required. 21. "Are you open for remote working even after pandemic? Is offshoring an option you are looking for?" Remote working is a possibility/likelihood for the foreseeable future but offshore working is not a possibility due to our geo-locking requirements. 22. Are there maximum day rates that apply to this opportunity? HMCTS is seeking a managed service supplier who will decide the types and number of roles to meet the outcomes in the contract and the SOW. However, as an indication only to assist Bidders in their responses, target rates for this contract are in the region of £750-800 for a SFIA Grade 6, £550 for SFIA Grade 5 and £450 for SFIA grade 4. This is not an exhaustive list and Bidders will need to establish for themselves the roles and SFIA levels required.