Assessment & Discovery of Service Desk Process and Tools
The requirement is for an experienced multidisciplinary team to assess the future Service Desk capability and the feasibility of differing delivery and operating models.
The Supplier will assess the current Service Desk capability, identify future service, operational, technical and organisational requirements, and evaluate the feasibility of the following delivery models:
- In-house;
- Outsourced;
- Hybrid or co-sourced;
- Workforce models incorporating prison-based service provision and/or prison leaver employment initiatives; and
- Any other credible options identified through the engagement.
For each option, the assessment must consider:
- Service scope and operating model requirements;
- Alignment to Technology Live Services and wider MoJ objectives;
- People, skills, capacity and organisational capability requirements;
- Process, governance and service management requirements;
- Technology, tooling, data and integration requirements;
- Costs and whole-life cost of service;
- Benefits and efficiency opportunities;
- User experience and service performance impacts;
- Opportunities for self-service, automation and AI;
- Commercial and market considerations;
- Deliverability and long-term sustainability;
- Transition and mobilisation requirements, including service continuity considerations;
- Risks, dependencies, constraints and assumptions; and
- Indicative implementation timescales and lead-time considerations.
The Supplier will provide a clear, evidence-based comparison of the options, supported by assumptions, market insight and cost analysis.
The output must enable MoJ to understand the costs, benefits, risks, requirements and feasibility of each option, and to determine which options should be taken forward for further consideration.
The Supplier's role is limited to assessment, analysis and recommendations. MoJ will retain responsibility for decisions, approvals, governance, procurement and implementation activity.