Welcome to CCS Technology Services 2 Pre Procurement

Welcome to CCS Technology Services 2 Pre -Procurement Briefing 28 th February 2017

Agenda 11: 00 • Introduction 11: 15 • Our Engagement Activity 11: 25 • Technology Service 2 (RM 3804) 11: 45 • The Framework terms and conditions 12: 00 • The Procurement Opportunity 12: 20 • Our timetable 12: 25 • Your Questions? 2

Agenda 14: 30 • Introduction 14: 45 • Our Engagement Activity 14: 55 • Technology Service 2 (RM 3804) 15: 15 • The Framework terms and conditions 15: 30 • The Procurement Opportunity 15: 50 • Our timetable 15: 55 • Your Questions? 3

Introduction 4

Our customers Housing Associations Government Departments Devolved Administrations Local Government Emergency Services Education Health Charities / Third Sector 5

The areas we work in facilities management utilities & fuels property maintenance professional services cloud & digital fleet workforce network services finance employee & people services software licensing technology products & services construction £ 520 m savings by 2019/20 £ 420 m savings by 2019/20 £ 520 m savings by 2019/20 travel information & content management communications £ 540 m savings by 2019/20 6

Our numbers for 2015/16 £ 12. 8 bn £ 521 m public sector spend commercial benefits and savings £ 6 bn for the wider public sector (excluding NHS) £ 6. 8 bn Central Government 7

Our priorities Maximising commercial benefits Focusing on our customers Strengthening the UK economy through effective policy delivery CCS CC 8

Why choose us We work in partnership with you to achieve best value We help our customers save millions of pounds CCS CC We are making procurement simpler We are making it easier for smaller businesses to win contracts We continuously seek innovative commercial solutions 9

Background 10

Existing Frameworks Lot Structures RM 1058 – Technology Services 1 Help desk/Service desk 2 Desktop Support 3 Network Management 4 Network and content security: 5 Infrastructure and Platform, Maintenance & Support 6 Audit services & Asset management 7 IT Infrastructure Transition Services & Delivery 8 Service Integration/Service Integrator 9 Disaster Recovery/ Business Continuity 10 Backup and Data Services 11 Asset Disposal RM 1032 – Enterprise Application Support Services 1 Oracle E Business Suite Enterprise Application Support 2 SAP Enterprise Application Support Services 3 Other Specified Enterprise Application Support Services (Fusion, Hyperion, JD Edwards, People. Soft, Siebel) 4 Other Non-Specified Enterprise Application Support Services (e. g. Dynamics, Sage, Agresso, Cognos) 11

Technology Services (RM 1058) Current Position Suppliers 85 (54% Small Business) Customers - 71 (22% non Central Government) Orders - £ 81 m (25% with Small Business) Spend £ 42 m Estimated Framework Value £ 100 m – £ 200 m 12

EASS (RM 1032) Current Position Spend £ 4 m Orders £ 7 m Suppliers 19 (40% small business) Customers 20 (75% non Central Government) Estimated Framework Value £ 10 m - £ 100 m 13

Mission Statement “To be the preferred customer route to market for sourcing Technology Services and Transformational Support, in line with Government policy and strategy. Providing the right supplier market for our customers and a healthy pipeline of opportunity for our suppliers. Offering flexible routes to market, whilst ensuring ‘value for money’ for our customers” 10 th October 2016 14

Our Engagement Activities and Findings 15

Technology’s Seven Service Principles 1 2 3 4 5 6 7 User needs first Buyers and suppliers Commercial Solutions Design Simple Commercial Insight Clear Supply Chain Growth Use technology Improve the buying process Support Open Standards Buying Power Open Data Competitive Innovate Create opportunity Helps make savings Open Source Maximise for the Crown 16

Our Values 17 June 2016

Our Engagement Process YPO, CPC and MOD on our Steering Board Customer and supplier surveys Supplier interviews Discovery events Blueprint focus groups GDS, CTS and CTT engaged Interviews with customer entities Blueprint options designed Terms and conditions focus groups 18

Our Key Findings Cross framework contracting biggest wish Frameworks Customers deterred by too many suppliers Increased use of frameworks Technology Products most widely used Which framework and when? G-Cloud is most widely known 19

Our Key Findings Terms and Conditions More standard format across frameworks Issues with size and scope of call off contract Indemnity and warranties should be scaleable Customer not tailoring call off terms to their needs Need for improved guidance Contracting terms too short 20

Our Key Findings Demand for analytic and audit services Services Demand for Open Source and Open Data Demand for PAYG type services Desktop as a Service increasing in popularity Demand for managed security (SOC) Data is key in the move to Public Cloud 21

RM 3804 - Technology Services 2 Scope and Structure 22

• 3 a. End User Services • 3 b. Operational Management • 3 c. Technical Management • 3 d. Application and Data Management Programmes and Large Projects Operational Services Transition and Transformation Technology Strategy & Service. Design Framework Lot Structure • 4 a. Official • 4 b. Above Official 23

Framework Lot Structure Programmes and Large Projects Key attributes: Operational Services Transition and Transformation Technology Strategy & Service Design The design of customers’ technology strategies, using either classic (waterfall) or agile (iterative) approaches. The strategy may be new, modified or an enhancement of the current strategy. The design approach of the strategy will be dependent upon the life expectancy of the strategy and how dynamic the organisation may be. ❑ Capability Analysis - Identification of current business capability (as is) and that which will be needed for the future state (to be). ❑ Technology Gap Assessments - The assessment and recommendation of the right technology to plug the capability gap between the as-is and the to-be. Strategic Elements ❑ Business Models - Identification of the correct commercial and operational models to deliver the technology strategy (insourced, outsourced or multi-sourced models). ❑ Architectures - Identification of the correct technology architecture to deliver the technology strategy (in-house hosted, private cloud, hybrid or public cloud). ❑ Road-mapping - The development of the technology roadmap to co-ordinate the delivery of the technology strategy. ❑ IT Financial Management - Development of an IT financial management approach to support the technology strategy, in order to manage investment and costs and obtain business benefit from any investments. 24

Programmes and Large Projects Key attributes: Operational Services The identification and design of resources, processes and assets in order to meet the customer’s service requirements to deliver their technology strategy and/or end user needs. This includes the audit of current service offerings, their improvement as well as new services. Services should have inherent continuous service improvement. Services may be designed in line with IT Service Management Models (ITSM) such as ITIL, Cobit, ISO/IEC 20000 -1 or others, as required. Transition and Transformation Technology Strategy & Service Design Framework Lot Structure ❑ Operational Services - The Identification of operational services, their owners and end users in order to design a service delivery model that will meet the current and future capacity of business needs. Service Design Elements ❑ Service Levels and Performance - The identification and implementation of service levels and KPI’s for the identified services, their measurement and reporting and how service provider(s) may work to achieve them. ❑ Service Availability - Assurance and continuity of service availability that meets or exceeds the technology road map and/or future business needs. ❑ Risk - Risk identification, mitigation and management to deliver service continuity. ❑ Security - The alignment of technology security to the overall business level security. ❑ Supply chain - The design of any commercial processes required for the management of the technology supply chain. ❑ Applications - The identification and specification of any appropriate databases, applications or toolsets to deliver the services. 25

Programmes and Large Projects Operational Services Transition and transformation facilitates the implementation of designed services, architectures or processes in line with the customer specifications and/or services strategy, with minimal risk and impact to the organisation. The process should be conducted in a cost effective and timely manner. The service(s) may be new, modified, enhanced or the retirement of a service(s). Transition and Transformation Framework Lot Structure This Lot also covers transition from one operational site(s) and/or service provider(s) to an alternative and/or insourcing of previously outsourced services. Key attributes: ❑ The identification of the transition/transformation success factors and their measurement. ❑ Risk analysis and risk management. ❑ Audit and due diligence activities for the present customer estate. ❑ Project planning (including remediation activities) and reporting ❑ Implementing and managing the transition/transformation process and coordination of resources. ❑ Post transition/transformation review to identify if the objectives, success factors and benefits have been met and realised. ❑ Legacy service decommissioning and disposal, including planning and coordination of activities. 26

• 3 c. Technical Management • 3 d. Application and Data Management Programmes and Large Projects • 3 b. Operational Management Services Operational Services • 3 a. End User Services Transition and Transformation Operational Services Framework Lot Structure The services, processes and tools needed to manage the provisioning, capacity, performance, security and availability of the technology environment. Delivering at the right quality and at competitive costs. All services should allow for change management within their delivery. Services may be delivered in line with IT Service Management Models (ITSM) such as ITIL, Cobit, ISO/IEC 20000 -1 or others, as required by the customer. 27

Framework Lot Structure Programmes and Large Projects ❏ End User Support - Operational Services Key Attributes: Transition and Transformation Operational Services The services for the provision and support of the end users technology environment and the ongoing support of that technology and its end users, throughout the technology lifecycle. An information and support management service to handle a customer’s internal or external queries and operational problems on technology related processes, policies, systems and usage. 3 a. End User Services may include: product support capabilities, including elements of hardware and software support, logging of problems, reporting and proactive results analysis of problem trends to suggest permanent fixes. The dispatch of service technicians and/or parts, end user training coordination and other technology related issues. ❏ End User Computing and Device Management - The scope of the end-user computing and device management covers the full life cycle management of desktop, laptop, tablet, thin client, handheld and peripheral assets including acquisition, deployment, maintenance, change management as well as disposal. The service extends to the hardware, software, disaster recovery and personnel to perform the technical support, planning, process management and administration of the service. 28

Programmes and Large Projects Operational Services The services which focus on the operational management aspects of the core infrastructure, its processes, performance, suppliers and continuity in order to deliver services to the end user's computing environment Transition and Transformation Operational Services Framework Lot Structure ❑ IT Operations, Data Centre and Technology Estate Service Management - 3 b. Operational Management Services The body of competencies, roles and practices that ensure technology offers the right services at the right price and quality levels for its users. Operating models may be fully centralised, fully decentralised or ‘federated’ (hybrid) This includes the day-to-day system management responsibility for the technology infrastructure, its systems operation, integration, support, administration, and performance monitoring. Technical diagnostics/troubleshooting, configuration management, system repair and disposal management and the production of management reports may form part of this service. ❑ Security Management - The control, monitoring and management of security devices, systems, web sites, applications, databases, servers and data centres, and other technologies and services. This extends to managed firewall, identity and access management, intrusion detection, virtual private networks, vulnerability scanning and anti-viral/anti-phishing services. Services may be provided individually or as a whole in the form of an in-house or external Security Operations Centre (SOC) aimed at managing a 24/7 service. 29

Framework Lot Structure ❑ Supply Chain and Contract lifecycle management - 3 b. Operational Management Services (cont. ) Programmes and Large Projects Operational Services Transition and Transformation Operational Services The services which focus on the operational management aspects of the technology estate (cont. ) The process of creating and fulfilling demands for technology services, including the life-cycle of contracts created, administered or that may impact the organisation. This includes third party contract management and/or service integration (SIAM) with regard to outsourcing, procurement, licensing and any other technology related agreements containing contractual obligations to the customer both now and in the future. 30

Blueprint Lot Structure The services that focus on the technical management of the delivery infrastructure and its assets on the technology estate Programmes and Large Projects 3 c. Technical Management Operational Services ❑ Network Infrastructure Management - Transition and Transformation Operational Services Key Attributes: Services for planning, delivering, operating, managing (including security), supporting and monitoring the on-premise local area network infrastructure (LAN) and/or its assets. Including but not limited to fixed and wireless netwrok devices, routers, Switches, firewalls, fibre optic equipment etc). This may take the form of individual services and/or a Network Operations Center - NOC. Exclusions to this service group are telephony, mobile voice and data services, video-conferencing, audio-conferencing services, integrated communications and wide area network provisioning and connectivity. ❑ Hardware and Software Asset Management - A framework and set of processes for strategically tracking and managing the financial, licensing and contractual aspects of IT assets through their life cycle. This includes hardware and software acquisition and disposal decisions that identify and eliminate unused or infrequently used assets, the consolidation of software licenses or proposals for new licensing models. The service should provide an accurate account of technology asset lifecycle costs and risks to maximize the business value of technology and sourcing decisions.

Framework Lot Structure ❑ Data Warehouse, Database and Data Management - 3 d. Application and Data Management Programmes and Large Projects Operational Services Key Attributes: Transition and Transformation Operational Services The services which focus on the data, the enterprise and business line applications and their support and/ or development in the technology estate Data, database and middleware management and integration practices, architectural techniques and tools for achieving consistent access to data across the technology estate. The activities should meet the data consumption requirements of all services, applications business processes. This is inclusive of installation, configuration, management and support (1 st or 3 rd party) of databases. Data activities extend its extraction, translation, transfer, conversion and backup and recovery. ❑ Applications Management and Support - The wide variety of application services, processes and methodologies for maintaining, enhancing, managing and supporting custom or enterprise applications, packaged software applications or network-delivered applications. ❑ Dev. Ops - A collaborative approach to the integration of the software life cycle from application development through release and IT operations activities, with a focus on process workflows, application creation, deployment, and delivery. There is a focus on culture and the use of tools to automate the delivery for rapid and reliable software release. 32

Programmes and Large Projects • 4 b Above Official including Secret and Top Secret Operational Services • 4 a. At Official Security Level Transition and Transformation Programmes and Large Projects Framework Lot Structure This Lot is for large scale, complex or high risk projects and/or programmes that require the range of services offered in Lots 1, 2, and a majority of those in 3(a, b, c, d). For services at the Official level, service providers who qualify for Lots 1, 2 and 3 a - 3 d will automatically qualify for Lot 4 a. In addition, those that fully complete and pass the additional security questionnaire (in the ITT), will qualify for Lot 4 b and the opportunity to deliver programmes and/or project requirements at the Government's Secret and Top Secret security levels. Delivery may take the form of a single entity (single sourced) providing all of the services or multiple-entities (multi-sourced) depending upon the customer’s technology delivery strategy. 33

2 Year Maximum 3 Year Maximum • 3 A. End User Services • 3 B. Operational Management • 3 C. Technical Management • 3 D. Application and Data Management 5 Year Maximum Programmes and Large Projects Operational Services Transition and Transformation Technology Strategy & Service Design Framework Call Off Term • 4 A. Official • 4 B. Above Official 5 Years Minimum 34

Further Competition Individual Lot • 3 A. End User Services Direct Award for Commoditised • 3 B. Operational Services Management Further competition across both Lots • 3 C. Technical Management • Further Competition Individual Lot 3 D. Application and Data Management Further Competition Individual Lot (Capability Matrix) Programmes and Large Projects Operational Services Transition and Transformation Technology Strategy & Service Design Framework Call Off Methods • 4 A. Official • 4 B. Above Official Further Competition Individual Lot 35

RM 3804 - Technology Services 2 Terms and Conditions 36

Framework Terms and Conditions Market Engagement ❑ Engagement with customers and suppliers - including existing and new framework suppliers (SIs, SMEs and VARs). ❑ Critical feedback including: ● T&Cs too onerous on suppliers ● Order Form too complex ● Liabilities too high ❑ Suppliers and Customers would like: ● Simpler ordering process ● Longer duration call-off contracts ● Contract terms commensurate with level of risk ● Ability to negotiate terms 37

Framework Terms and Conditions Market Engagement Results from learning through pre-market engagement and the good work done in recent related framework procurements Emphasis on USER FRIENDLINESS Ease of use for customers (and by extension suppliers too) 1. 2. 3. 4. Call-Off Contract & Order Form Agency enabled (cross and off-framework linking) Collaboration with other suppliers Plain English (Order Form & user guidance) 38

Framework Terms and Conditions Structure Framework Agreement Call Off Contract Core • SERVICES 2 years + optional extensions (+1 +1) Base Core • PROJECTS Bolt- • Guarantee on Bolt- • Security on Bolt- • Collaboration on 39

Framework Terms and Conditions Structure Call-Off Contract & Order Form ❑ ❑ Differentiates between contracts for Projects and Services Also gives a 'short form' Call-Off Contract for simpler commoditized services (to be automatically applied to orders through the electronic catalogue) ❑ Additional supplementary terms available for selection (e. g. Security, Collaboration) ❑ Liability to be commensurate with risk - higher of £ 1 m or 125% of contract value, reduced from default £ 10 million or 150% ❑ Increased parity with ‘sister’ Technology Products 2 framework Insurances ❑ Third Party Public Liability and Professional Indemnity – £ 1 m min cover each* *larger contracts can specify higher requirements 40

Framework Terms and Conditions Call Off Operation ● Further Competition (all Lots) ● Direct Award (Electronic Catalogue* – for commoditised services) Call Off Contract • Between Suppliers and Customers • Base provisions – apply to catalogue orders* Order Form • Exclusive method of entry into a Call Off Contract – captures all specifics and variables of the requirement Alternative & Additional Contract Provisions • Opted in via Order Form - Grouped by Project or Service (or both for Lot 4) plus selectable specific terms *future development 41

Framework Terms and Conditions Framework Operation Framework Authority (CCS) na Ma Call Off Contract fo t In en Customer Framework Agreement m ge Guidance Notes Framework Supplier Product/Service delivery Payment 42

The Procurement Process Simplified Tender Pack 43

Simplified Tender Pack The Pack Four Core Documents; 1) Invitation 2) CCS Needs 3) The Customer Needs 4) Your Offer Other documents; a) Past performance b) Terms of participation c) Declaration of compliance 44

Simplified Tender Pack The Invitation In this part we explain: 1. 2. 3. 4. 5. 6. 7. What ’we’ and ‘you’ means Who can bid How to bid TUPE How our buyers will buy the goods and or services When and how to ask questions Timelines for the competition Make sure you read the guidance, information and instructions that we provide – they are there to help you make your best bid. 45

Simplified Tender Pack CCS Needs Part A – The competition What you can expect from us What we expect from you Our rights General Part B – The Framework Agreement Making the agreement work 46

Simplified Tender Pack The Customer Needs Part A - Introduction Customer needs statement The current situation The opportunity Part B - Specification Our priorities Scope Metrics Part C - Call-Off Contract RM 3804 Call Off Contract Call Off Procedure 47

Simplified Tender Pack Your Offer Make sure you have read and understood the Invitation, Customer Needs and CCS Needs before you attempt to complete Your Offer. Part A - Standard Selection Questionnaire Part B - Award Guidance and Questions Five quality type questions per Lot - 12 in total Section A - Lot 1 only Section B - Lots 1 & 2 Section C - Lot 2 only Section D - Lots 2 & 3 Section E - Lot 3 only Part C - Commercial Pricing 48

Simplified Tender Pack Additional documents Past Performance Certificates (Lots 3 and 4) Part of selection stage; Only needed if you have relevant contracts in last 3 years; Contracts must be over £ 20 m - total contract value Delivery counts - not award Customer certificate or self certificate - forms 49

The Procurement Process Accessing and responding to this opportunity 50

Access the Opportunity 1. Register • Are you a Registered User on our e. Sourcing Suite (e. SS) aka Emptoris? • If you're not, please register for access here • Email Expression. Of. Interest@crowncommercial. gov. uk • Provide your organisations name 2. Express • Provide our event name “RM 3804 Technology Services 2” your Interest • Provide a list of your users that will require access to the event 3. Receive Details • Once registered you will receive the following two emails containing the following: • Your login and password details; • The link to our e. Sourcing Suite • If you do not receive these, check your email spam folder and filter settings 51

Access the Opportunity At logon you must [Accept] a System Usage Agreement, you’ll then see the list of “Open” events to which you have “expressed an interest” or been invited. By clicking on the “View/Respond to RFx” button, you will access that event. 52

Access the Opportunity Select the “RFx Attachments” link to access the event’s attachments. 53

Access the Opportunity Once you have decided to participate in this event, you must click on the green “Accept” button in order to enter a response. 54

Access the Opportunity The “Questionnaires” tab allows access to the events questionnaires. 55

Access the Opportunity Click on “Place Response” next to a questionnaire, this will access the individual questions within that questionnaire. Ensure that you click “Save” at the bottom of the window before closing the questionnaire window, otherwise your response will not be recorded. 56

Access the Opportunity Once you have entered and saved a Questionnaire’s responses the information is held in a “draft” state (indicated by a “DB” icon**) until you select the “Submit”* button at which point the icon will change (indicated by a “R” icon). You may submit responses at any time before the event’s deadline. * ** Failure to submit any response will leave it unavailable for CCS to evaluate once the event’s deadline has been reached. 57

Access the Opportunity • You may update your tender response at any time until the deadline. • The “Submit” button will be visible until the deadline, re-selecting the button will either submit “draft” responses or provide a confirmatory message. • A messaging function is available within the event to communicate with the CCS Sourcing team, it’s accessed by selecting “RFx Messages”; your messages will not be visible to other bidding organisations. • An email alert will be sent to all the message recipients’ email addresses as a prompt to the existence of the new message. All messages must be answered from within the e. Sourcing Suite, not by responding to the email alert. • Local email filtering/blocking, over which CCS has no control, may intercept these email alerts, so it’s a bidder’s responsibility to periodically login and monitor the content of their “RFx Messages”. 58

The Procurement Process Top Tips 59

Top Tips “I want togive you marks, not take them away. ” - Any framework evaluator 60

Top Tips Read all of the guidance and tender documentation thoroughly, plus any published clarification questions Ask questions to clarify your understanding of the response required eg T&Cs during the early stages of the tender clarification period. DO Channel all procurement/tender related contact via the messaging function on the e. Sourcing Suite to avoid the risk of your messages being missed Keep up to date with any of our published clarification question responses 61

Top Tips All of the questions within the Invitation to Tender (ITT) All fields within any tables, or enter ‘n/a’ to show you have read and understood the requirement ANSWER Using the keywords in the response guidance to form your response - this helps to ensure that the response you submit directly answers the question The question being asked and steer clear of using marketing jargon or text copied from your marketing material 62

Top Tips Your organisation details are accurate eg that your registered organisation, including company number, name and address match exactly Pay close attention to where we have said you can and cannot include attachments as part of your answer CHECK Any T&C’s that you are uncertain about with your own legal teams as early as possible the word count limit, use it to answer the question fully - be aware of command phrases eg: describe how, please detail etc. 63

Top Tips Include attachments where they have not been specifically requested Copy and paste subcontractor responses; you must complete the documents as the prime contractor DON’T Cross reference to other responses within your tender State that named customer reference details are ‘confidential’ or provide your account managers details where these have been requested. You will fail the question. 64

Top Tips Leave plenty of time to review your responses but remember to press the ‘Submit All Draft Bids’ buttonbefore the closing deadline! 65

Top Tips And finally, a few words on: Collusion No thank-you! Post Tender Negotiations No thank-you! After your bid is submitted ● Ensure you monitor the e. Sourcing Suite messaging system at all times ● Respond promptly to post tender clarification requests from us At the point of Award ● If you are successful, you must agree to the published T&C’s otherwise our offer will be retracted ● Sign your framework agreement promptly and return by the deadline set 66

Our Timetable 67

Our Timetable 21 st March 28 th March 19 th Alpril 27 th April 04 th May 05 th May 25 th Aug Publication of Contract Notice Post Contract Notice webinar Clarification period closes CCS publish responses to clarifications Tender closes Evaluation process commences Framework award 68

Customer Interest 69

Questions? 70

Session Close Technology Services 2 Pre -Procurement Briefing 28 th February 2017 71