Contract Award for HR Case Management Solution
North Lanarkshire Council · 1 March 2023
Back to Finance and Resources Committee — 1 March 2023 and its agenda
Text extracted from the council's PDF. Layout and reading order may differ from the original.
Page 1
North Lanarkshire Council Report Finance and Resources Committee Does this report require to be approved? ☐ Yes ☒ No Ref: FW/JH Date: 01 March 2023 Contract Award for HR Case Management Solution From Fiona Whittaker, Chief Officer, People Resources E-mail Whittakerf@northlan.gov.uk Telephone 07973 728628 Executive Summary In the absence of Committee, Chief Executive Approval was sought (in accordance with General Contracts Standing Orders 21.3.2) to expedite the contract award for an HR Case Management Solution (the ‘Contract’) to CDW Limited. This approval was granted on the 31st October 2022. The Contract is for an initial period of 12 months commencing on 1st November 2022. The Council may seek the option to extend the contract for 12 months plus another extension period of 14 months and 15 days. This extension period will align this contract with the current ITSM contract with CDW Limited. The value of the Contract shall not exceed one million, three hundred and twenty-seven thousand, two hundred Pounds and sixty eight Pence Sterling (£1,327,200.68) exclusive of VAT. Recommendations It is recommended that Committee notes the approval by the Chief Executive to award the Contract to CDW Limited at the maximum value of one million, three hundred and twenty seven thousand, two hundred Pounds and sixty eight Pence Sterling (£1,327,200.68) exclusive of VAT. This recommendation follows the completion of a procurement procedure, where the tender recommended for award has been evaluated as providing the most economically advantageous tender in terms of cost and quality for the Council. The Plan for North Lanarkshire Priority Improve North Lanarkshire's resource base Ambition Statement (23) Build a workforce for the future capable of delivering on our priorities and shared ambition
Page 2
1. Background 1.1 The requirements of the Contract have never been contracted before by the Council therefore historical contract information is not available. 1.2 It was recognised as part of very early work on the People and OD (POD) service sprint (M8.3) in 2019 that the service received a large number of enquiries via email and telephone, over 200,000 annually with over 100 different types of enquiry and tasks logged. 1.3 There are over 40 team inboxes managed on a day-to-day basis across 190 staff with no ability to manage demand in any proactive way. There is also no way to track enquiries, causing numerous emails to go back and forth between teams and also between managers and for timeframes around replies to be longer than anticipated. 1.4 Following an option appraisal, ServiceNow (provided by CDW Limited) is the recommended solution to provide a CRM for People and OD and has significant benefits for both the People and OD service as well as for staff and managers across all services. 1.5 The business case was submitted to EAGG on 5 October 2022 and EAGG approved the case to progress with ServiceNow system as the recommended CRM. CMT also approved the progression to procurement on 11 October 2022. 2. Report 2.1 A user intelligence group (the ‘UIG’) of technical and procurement representatives was formed to review technical specifications, discuss trading processes, market conditions and trends, ways to maximise community benefits and sustainability and to agree the procurement strategy that would deliver maximum benefit for the Council via the Contract. 2.2 The procurement procedure was undertaken as a “Direct Award” from the Crown Commercial Services G-Cloud 12 framework agreement for Cloud Software. 2.3 The Contract award recommendation is made on the basis of alignment with the current ITSM contract providing the most economically advantageous tender by increasing existing contracted system capabilities and ensuring maximum efficiencies delivered from compatibility. 2.4 The value of the Contract is one million, three hundred and twenty seven thousand, two hundred Pounds and sixty eight Pence Sterling (£1,327,200.68) exclusive of VAT not including any option to extend the Contract. 2.5 The costs associated with contract delivery will be contained within revenue and capital budgets for Business and Digital.
Page 3
Price Savings / Increases 2.6 The inefficiences of using email for such large volumes of enquiries and highly manual tasks is the biggest non-financial cost with significant time wasted from emails going back and forth and administrative transactions. Efficiences in time are projected for both POD and managers and further financial savings will be realised as the system beds in. Price Stability 2.7 The contract is awarded on the basis of a fixed price for the duration of the contract. Community Benefits 2.8 The procurement did not include a community benefit requirement as specific community benefit requirements can only be derived from a mini-competition procurement route when using the CCS G-Cloud 12 framework. Fair Work First 2.9 Within their tender submission, CDW Limited advised that they will commit to the areas of the Scottish Governments “Fair Work First” initiative. Contract Strategy 2.10 Officers from the People and OD service will be responsible for managing the Contract which will be undertaken in accordance with the Councils agreed approach to contract and supplier management. 3. Measures of success The Contract will deliver the following outcomes; • Enhancing the digital first, self-service mindset for employee productivity and engagement. • Increases the self-service capabilities of front-line employees, over 4000 of whom currently have little way to interact digitally. • Simplified work environment for POD staff, significantly improving response times • Improvements in employee experience • Reduction in efficiencies and manual tasks • Reduction in data errors and breaches • Integration with iTrent • Significant improvements in time take to resolve enquiries from managers • Ability to widen out to other services – legal, enterprise already looking at it • Dashboard analytics to target communication campaigns, support frequent enquirers and aid performance.
Page 4
4. Supporting documents Appendix 1 Summary of Tender Evaluation Process Appendix 2 Summary of Procurement Process Appendix 3 SME Status and Location of All Tenderers Fiona Whittaker Chief Officer, People Resources
Page 5
5. Impacts ( http://connect/report-template-guidance ) 5.1 Public Sector Equality Duty and Fairer Scotland Duty Does the report contain information that has an impact as a result of the Public Sector Equality Duty and/or Fairer Scotland Duty? Yes ☐ No ☒ If Yes, please provide a brief summary of the impact? If Yes, has an assessment been carried out and published on the council’s website? https://www.northlanarkshire.gov.uk/your-community/equalities/equality- and-fairer-scotland-duty-impact-assessments Yes ☐ No ☐ 5.2 Financial impact Does the report contain any financial impacts? Yes ☒ No ☐ If Yes, have all relevant financial impacts have been discussed and agreed with Finance? Yes ☒ No ☐ If Yes, please provide a brief summary of the impact? Funding has been secured for capital and revenue spend in line with contract. 5.3 HR policy impact Does the report contain any HR policy or procedure impacts? Yes ☒ No ☐ If Yes, have all relevant HR impacts have been discussed and agreed with People Resources? Yes ☒ No ☐ If Yes, please provide a brief summary of the impact? Change to way customers interact with POD, change management process discussed and agreed. 5.4 Legal impact Does the report contain any legal impacts (such as general legal matters, statutory considerations (including employment law considerations), or new legislation)? Yes ☐ No ☒ If Yes, have all relevant legal impacts have been discussed and agreed with Legal and Democratic? Yes ☐ No ☐ If Yes, please provide a brief summary of the impact? 5.5 Data protection impact Does the report / project / practice contain or involve the processing of personal data? Yes ☒ No ☐ If Yes, is the processing of this personal data likely to result in a high risk to the data subject? Yes ☒ No ☐ If Yes, has a Data Protection Impact Assessment (DPIA) been carried out and e- mailed to dataprotection@northlan.gov.uk Yes ☒ No ☐
Page 6
5.6 Technology / Digital impact Does the report contain information that has an impact on either technology, digital transformation, service redesign / business change processes, data management, or connectivity / broadband / Wi-Fi? Yes ☒ No ☐ If Yes, please provide a brief summary of the impact? Use of more efficient system to manage tasks and enquiries, adds to Digital First ambition. Increases automation and enhances the digital maturity of customers. Where the impact identifies a requirement for significant technology change, has an assessment been carried out (or is scheduled to be carried out) by the Enterprise Architecture Governance Group (EAGG)? Yes ☒ No ☐ 5.7 Environmental / Carbon impact Does the report / project / practice contain information that has an impact on any environmental or carbon matters? Yes ☐ No ☒ If Yes, please provide a brief summary of the impact? 5.8 Communications impact Does the report contain any information that has an impact on the council’s communications activities? Yes ☒ No ☐ If Yes, please provide a brief summary of the impact? Increased ability to communicate with employees across all services. 5.9 Risk impact Is there a risk impact? Yes ☒ No ☐ If Yes, please provide a brief summary of the key risks and potential impacts, highlighting where the risk(s) are assessed and recorded (e.g. Corporate or Service or Project Risk Registers), and how they are managed? Risk register been completed to support the project. Main risks relate to the project not being completed on time due to resource requirements. Project team and plan in place to mitigate this risk. 5.10 Armed Forces Covenant Duty Does the report require to take due regard of the Armed Forces Covenant Duty (i.e. does it relate to healthcare, housing, or education services for in-Service or ex- Service personnel, or their families, or widow(er)s)? Yes ☐ No ☒ If Yes, please provide a brief summary of the provision which has been made to ensure there has been appropriate consideration of the particular needs of the Armed Forces community to make sure that they do not face disadvantage compared to other citizens in the provision of public services.
Page 7
Appendix 1 – Summary of Tender Evaluation Process Final Rank Tenderer Name Total Tender Score (%) Recommended for Contract Award (Y / N) 1 CDW Limited 100% Y Appendix 2 – Summary of Procurement Process Contract Title Response Procurement Procedure Utilised: This is a Direct award call off contract from the Crown Commercial Services G-Cloud 12 Framework Lot 2 Cloud Software (ref: RM1557.12) Governing Legislation / Regulations: Procurement (Scotland) Regulations 2015 Number of Companies Invited to Take Part: 1 Number of Tenders Received: 1 Where Only One Tender Is Received, Why?: Direct Award from 3rd Party Framework Tenders Received from SME’s: 0 Tenders Received from NLC Based Tenderers: 0 Number of Non−compliant Tenders: 0 Number of Compliant Tenders: 1 Number of Recommended Tenderers: 1 Basis of Contract Award: Quality: 30% Price: 70% Evaluation Team: Jennifer Hardy Yvonne Doyle IT Team Anticipated Contract Start Date: 1st November 2022 Total Contract Period (Months): 12 months plus 12 months plus 14 months and 15 days Maximum Total Contract Value: The value of the Contract shall not exceed one million, three hundred and twenty seven thousand, two hundred Pounds and sixty eight Pence Sterling (£1,327,200.68)
Page 8
Appendix 3 – SME Status and location of all Tenderers Name of Tenderer Size of Tendering Organisation (Micro, Small, Medium or Large) Location (Local Authority / Council Area) CDW Limited Large London