Pluss CIC - RFQ for Corporate Services

3.4 Overview 3.4.1 The commercial and contract management requirements are comprised of the following activities: 3.4.1.1 Supplier must allocate a Contract Manager (CM) to all Employability, Health and Wellbeing services that Pluss must deliver throughout the duration of the contract. Any proposed changes to the CM should be advised in a timely manner and agreed between the Parties before implementation. 3.4.1.2 The CM shall provide independent compliance-based oversight and support to all Pluss’ business functions 3.4.1.3 The CM shall contribute to the success of the contract, from mobilisation to exit where required. 3.4.1.4 The CM must be able to demonstrate that he/she has the capability to maintain an impartial and holistic approach to the management of the contract. 3.4.1.5 The CM must have the ability to successfully map and manage all contractual requirements 3.4.1.6 The CM must be able to prepare and report to Pluss compliance against all contractual requirements 3.4.1.7 The CM shall interface with all Pluss’ business functions to provide Commercial support and build a professional working relationship 3.4.1.8 The CM shall act as one the primary points of contact for any Commissioner queries including oversight of change notifications, contract variations and reporting requirements. 3.4.1.9 The CM shall have the ability to track, action and verify that all contractual obligations have been completed. 3.4.1.10 The CM shall produce and maintain a contract matrix for each agreement. 3.4.1.11 The CM shall attend regular Contract Management meetings as set out below: Meeting type Frequency Purpose Operational Daily/Weekly Review and monitor the operational performance of the Services. Contract/Performance Weekly Review and monitor the commercial aspects of the Services, including: -SLA’s/KPI’s, - Service Delivery - Financials - Risk - Innovation/Improvement Strategic Quarterly Review and monitor the overall performance of the Service Provider in the provision of the Services, including strategic forward planning. Quality Daily Review and monitor all quality issues in line with the Funder rules as advised and published from time to time. Continuous Improvement Throughout the contract duration Review and monitor all aspects of the service to look at ways to continually look to improve performance and delivery of the services

3.5.1 The Risk & Business Continuity requirement are comprised of the following activities: 3.5.1.1 The Supplier shall provide services encompassing, Information Security, Health & Safety, Business Continuity and Risk management. 3.5.1.2 The Supplier shall have the capability to carry out a range of audits and checks to ensure the relevant Pluss business functions, including operational teams, are compliant with contractual / legislative obligations and Pluss policies / procedures. 3.5.1.3 The Supplier shall demonstrate their capability to provide the following activities as part of the audit service: • Annual Business Continuity reviews and testing • Data Protection and GDPR reporting • Probity of financial accounts • Support with any monetary claims made in each contract year – including regular internal audits and annual external audits of any receipts and evidence collated in relation to spending of discretionary fund monies. • Health and safety audits, including necessary checks to ensure premises are COVID-19 secure and comply with public health guidance regarding social distancing. • Ensuing client/stakeholder feedback is captured and up to date through our feedback mechanisms (such as surveys, reviews, and focus groups, etc.).

3.6.1 The Helpdesk requirement are comprised of the following activities: 3.6.1.1 The Supplier shall demonstrate its ability to provide a Service / Help Desk facility to Pluss which is aligned to and/or based upon on the ITIL framework (ITSP) or similar, 3.6.1.2 The Supplier shall manage all user requests and incidents, classifying, prioritising, and assigning an incident based upon the classification, 3.6.1.3 The Supplier shall provide the following activities as part of the Service / Help Desk to Pluss: • Incident Management, • Problem Management, • Configuration Management, • Release Management, • Service-level Management, • Availability Management, • Capacity Management, • IT Service Continuity Management; and • Security Management 3.6.1.4 The Supplier shall provide and meet the Prioritisation targets and SLA’s as defined in Schedule 2. 3.6.1.5 The Supplier must meet 90% of all agreed time resolutions which are defined on the priority of the incident. 3.6.1.6 The Supplier shall meet the priority ranges from P1 to P6, where P1 is of top priority and P4 is scheduled or confirm details of the process by which it follows and can demonstrate a clear route of escalation. An example is as below: High Urgency Mid Urgency Low Urgency High Impact P1 P2 Med Impact P2 P3 Low Impact P3 P4 3.6.1.7 The Supplier shall evaluate the priorities on a case-by-case basis including developing a comparison matrix based on impact and urgency of the incident or request.

3.7.1 The Finance requirements are comprised of the following activities: 3.7.1.1 The Supplier shall provide a dedicated finance contact to the Pluss organisation and act as the SPOC (single point of contact) between the Parties, 3.7.1.2 The Supplier shall provide Pluss with a wide range of finance services, from basic bookkeeping to providing / supporting business function managers in making strategic decisions. 3.7.1.3 The Supplier shall demonstrate their experience with the following: • Day-to-day transactional accounting • Tracking of all transactions • Management of governance reporting for various Pluss programmes • Management of annual financial statements and returns • Liaison with external auditors, compiling and sharing supporting evidence. • Management of cashflow and advising Senior management on limits to meet day to day payments • Control of customer credit and collections policies to meet invoicing deadlines • Advising and sourcing longer term financing • Advice on budgets / forecasts and report back on progress against these throughout the year. 3.7.1.4 The Supplier shall provide financial systems to Pluss and integrate where necessary.

3.8.1 The DSC Support requirements are comprised of the following activities: 3.8.1.1 The Supplier shall provide Digital and Technology Services to Pluss, 3.8.1.2 The Supplier shall have demonstrable experience in developing, delivering, and managing all forms of digital & technology services including development of Digital & Technology Strategy. 3.8.1.3 The Supplier shall provide Digital support to Pluss’s following key functions: • Technology Operations • Infrastructure & Networks • Applications & Development • Information Technology Security • Service Desk • IT PMO 3.8.1.4 The Supplier shall be responsible for providing Pluss up to date best practice in Digital technology support and adding value to all new potential bids and contracts.

3.9.1 The Estates requirements are comprised of the following activities: 3.9.1.1 The Supplier shall demonstrate their experience and provide the following services to Pluss’s business functions: • Security: Net 2, Fob Access, Intruder Alarm, Panic Alarms, Fire Safety, Fire Alarm, Emergency Lighting, Fire Extinguishers • Facilities Procurement: Furniture Orders, Office Consumables, Signage and PPE • Welfare: Access to clean working environments in accordance with current legislative requirements • Projects: Office Fit Outs, Office Reconfiguration, Space Management and Office Moves • Estates: Commercial Property Support and Energy Services • Facilities Soft Services: Cleaning, Waste Management and Secure Shredding • Reactive & Preventative Maintenance: Lighting, Plumbing Drainage, Pest Control, Heating, Cooling, Electrical, Locks and Handyman.

3.10.1 The Quality requirements are comprised of the following activities: 3.10.1.1 The Supplier shall provide Quality / Compliance Management capability to co-ordinate quality assurance activities across all Pluss’ contracts, where required. 3.10.1.2 The Supplier shall provide experienced Quality / Compliance Managers to co-ordinate, monitor, and evaluate operational quality assurance. 3.10.1.3 The Quality / Compliance Managers shall support Pluss’s Operational Teams to identify and act upon areas for quality improvement, capture in a suitable format such as in a Quality Improvement Plan, liaise with Pluss’ Operational Excellence stakeholders to deliver solutions for continuous improvement including development of contractual quality matters. 3.10.1.4 The Suppler shall provide support to Pluss’ operational team and take the lead in the design process of the development of contract Quality / Compliance Manuals.

3.11.1 The IT requirements are comprised of the following activities: 3.11.1.1 The supplier shall provide support services to Pluss Systems and Processes to reflect Information and Communication Technology (ICT); 3.11.1.2 The Supplier shall demonstrate their capability to provide the following activities as part of the IT service: • ICT legislation advice, • industry standards and best practice • UK Data Protection Act (2018) – GDPR Implementation • Legislative Data Sharing Principles and Security Guidance • APIs and System Integration Standards • NCSC Standards • End User Device Reset Procedures • Risk Management • Cloud Security • Cyber Security • Asset Protection and Resilience • Secure Sanitisation of Data and Storage Media • Service Desk / Help Desk • Application Support 3.11.1.3 The Supplier shall demonstrate their experience to support Pluss in changes to build infrastructure and applications that can add value. 3.11.1.4 The Supplier shall demonstrate their compliance to Information Security Management System (ISMS) in accordance with ISO/IEC 27001:2013.

3.12.1 The HR requirements are comprised of the following activities: 3.12.1.1 The Supplier shall provide HR support to Pluss across a wide range of contracts covering Employability, Health and Wellbeing contracts in the UK 3.12.1.2 The Supplier shall have established HR systems and processes in place to support Pluss. 3.12.1.3 The Supplier shall have direct experience of designing, developing, and delivering large-scale employment programmes that are fit for purpose 3.12.1.4 The Supplier shall demonstrate practical experience of recruiting large volumes of delivery staff to time and budget. 3.12.1.5 The Supplier shall demonstrate experience of addressing the following strategic challenges: • Recruiting a high volume of the right staff in tight timescales to meet related programme demand and competition, including all the relevant due diligence required for onboarding. • Ensuring staff (new and existing) have the skills / experience to quickly support participants into work via a light-touch delivery model, and delivered on a primarily virtual / digitally enabled basis. • Retaining the right staff to provide consistent support to participants and reduce HR costs, through a focus on talent management and career progression. 3.12.1.6 The Supplier shall provide a dedicated team of Human Resource personnel, led by a senior HR professional to deliver the Pluss people strategy and support the implementation as well as the delivery of the contracts.

• Commercial & Contract Management
• Num offers: 1
• Value: £100,000

• Risk / Business Continuity
• Num offers: 1
• Value: £30,000

• Helpdesk
• Num offers: 1
• Value: £20,000

• Finance
• Num offers: 1
• Value: £70,000

• Digital and Technology Services (DSC) Support
• Num offers: 1
• Value: £25,000

• Estates
• Num offers: 1
• Value: £25,000

• Quality
• Num offers: 1
• Value: £30,000

• IT
• Num offers: 1
• Value: £25,000

• HR
• Num offers: 1
• Value: £50,000