ICT Support Service Contract

The Contract is for standard ICT services with a tailored delivery model:

1. Governance & Relationship Model

• The Supplier will need to deliver the services in accordance with a number of key principles, target outcomes and service levels.”

2. Standard Operational Services – Silent Running – Service 1

Service Management Services, appropriate to the scale and nature of the Authority’s business, and ICT activities that shall include, at a minimum, the ITIL processes and supporting procedures, required by an organisation to design, plan, deliver, operate and control Information Technology (IT) services offered to users. Ofcom requires a high level of system availability and stability in an environment that is of necessity constantly evolving.

3. Operational Services Delivery – Service 2

• Ofcom has a very high focus on cyber security due to its high profile and threat level. This necessitates a continuous focus on an aggressive plan (and execution of) for infrastructure, systems and cyber security patching;
• Change is a constant and must be carefully managed in a highly integrated, fast paced environment;
• A “Fix First mindset” with regards to the delivery of the service is critical to success;
• The Supplier will ensure that any spare capacity in operational services, will contribute to the “Nice to Have” programme of work, followed by project delivery;
• Ofcom requires a Continuous Service Improvement Process (CSIP) that is actively reviewing systems and processes with a view to increasing automation, improving services while reducing risks and weaknesses;
• Ofcom has a number of specialist Spectrum management and licensing applications that require a high level of local knowledge which Ofcom expects the Supplier to attain, in order to manage and maintain these specialist systems; and
• Ofcom’s other Strategic platforms are (platforms are subject to change):
• Microsoft’s Suite of Applications, including Azure and Office 365
• ServiceNow
• Salesforce
• Workday (HCM & Finance)

4. Project Delivery Methodologies – Service 3

The Supplier must execute a highly proficient working knowledge of Change and Project development methodologies and processes covering Waterfall, Agile, DevOps and CI/CD, as well as processes to transition change to production services.

5. Continuous Change, DevOps and Project Delivery – Service 4

• Ofcom requires a resource pool to help scope and then deliver, change and projects across its strategic platforms. This team is expected to be multi-skilled to provide the flexibility to scale up/down as required to meet fluctuating demand across platforms;
• Quality assurance and testing processes, automation toolsets and resources;
• An Integrated Service Introduction processes that encompass Service Management and Project delivery to ensure timely and effective releases and post-live processes;
• Development and implementation of Authority requested changes utilising DevOps and incorporating CI/CD, testing and implementation of corrections and changes to applications; and
• Deliver agreed programmes and projects within agreed scope, budget and timescale.

6. Transition Services

Knowledge transfer, including reverse shadowing and transition from the incumbent supplier within the Transition window.