Design, Build and Delivery of £200M Service Centre
Summary
- To support the Authority’s vision of more operational control an existing monolithic supplier contract (which delivered multiple services including the Defence Digital Service Centre) had to be disaggregated into manageable Management Service Providers who were aligned and contracted to the new E-SIAM and Target Operating Model.
- A key step to disaggregation was the design, sourcing and delivery of a £200M UK-based Service Centre capability which would be the single point of contact for circa 220,000 global military and civilian end users on a 24x7x365 basis.
Challenge
- Complexity of procurement:
Due to the value of the Service Centre being significant (circa £200M) there were several Government processes and procedures which had to be carefully navigated and managed throughout the lifecycle of the procurement cycle from requirements developing and tender issue to contract award and delivery. These processes include Main Gate Business Case (MGBC), DI Design Authority Board (DIDAB), Cabinet Office (CO), Approvals Review Board (ARB) and Investment Approvals Committee (IAC)
- Scale of requirements:
The scale of services delivered by the monolithic incumbent had to be carefully analysed and requirements for the new supplier comprehensive and clear. Three years had passed between initial requirement development and contract award, during this time the Authority’s vision, strategy and technology landscape had substantially changed which had to be reflected in an updated requirements set that aligned to new business need but avoiding thresholds or criteria for level challenge.
- Seamless design:
The Service Centre solution design includes multiple complex elements including Service Desk, ITSM tooling, Security Management, Identity and Access Management (IDAM), telephony and infrastructure – all of which had to tie together and integrate seamlessly between themselves but also Authority systems and services. Each component within the design had to be meticulously reviewed / approved by Authority security and cyber teams and align to Defence networks governance standards.
- Ever moving Delivery:
Long lead time with Government networking and infrastructure dependencies, several moving parts, and teams across tooling, ITSM, infrastructure, networking, hosting, IDAM and telephony all had to managed – remotely during the COVID pandemic.
Solution
- Procurement:
Led evaluation and moderation of suppliers Service Management and Service Architecture proposals, supplier negotiations and CQ responses.
- Design:
Designed and developed service management processes including Change, Problem, SACM and Knowledge Management in collaboration with the Authority and Service Centre. Facilitated workshops between Capgemini and the Authority to work through the service management processes in preparation for ITSM tooling (ServiceNow) configuration and implementation.
- Requirements:
Developed then re-developed the requirements of the £200M service centre (Service Desk, ITSM, Security Management, Tooling, SLA, KPI) contract.
- Delivery:
Led implementation and test activities. Reducing risk on dependencies and long lead times with proactive implementation management by identifying opportunities and commencing build activities prior to contract award including network connectivity and telephony at both bidder sites.
Result
- Successfully awarded a £200M contract to a new supplier during a full covid lockdown – reduced operational costs by circa £23M per annum
- Successfully delivered Service Centre on time in line with risk adjusted OSCD timeline – The OSM service provides an improved user experience across both secret and official sensitive domains through enhanced incident response and resolutions times, enhanced first time fix rate, introduction of an AI driven virtual agent, intuitive self-service portal and E-SIAM aligned ITSM processes
- Key step to the disaggregation on a monolithic supplier contract – foundation for the rest of the Authority to follow
- Introduced a common ITSM tooling suite integrated to an Authority common integration layer which allows for a more streamlined and standardised future re-compete, estimated to reduce re-procurement times by 38 months.