Section one: Contracting authority
one.1) Name and addresses
Post Office Limited
Finsbury Dials 20 Finsbury St, London
London
EC2Y 9AQ
alistair.price@postoffice.co.uk
Country
United Kingdom
NUTS code
UKI - London
National registration number
2154540
Internet address(es)
Main address
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Other activity
Postal and Associated Services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
G-Cloud12 HR ServiceNow Implementation
Reference number
C101615
two.1.2) Main CPV code
- 72000000 - IT services: consulting, software development, Internet and support
two.1.3) Type of contract
Services
two.1.4) Short description
This is to put in place a contract for HR ServiceNow Implementation at Post Office. Post Office has found an implementation partner to support in implementing People SNow with a target rollout in August 2022.
Background
The People Support Services Centre (PSSC) team are managing many workflows via Outlook and manual processes, and accountability, service levels, risk profile and performance was remaining sub-optimal and outdated until we have now addressed this.
Various solution options were looked at but with ServiceNow already widely accepted within POL, and the possibility of it being easily integrated with SuccessFactors (which is the key HR tool used within POL HR/People team), Post Office has purchased licences for the ServiceNow HR module (People SNow).
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £292,701.60
two.2) Description
two.2.2) Additional CPV code(s)
- 72263000 - Software implementation services
- 72262000 - Software development services
- 72261000 - Software support services
- 72253000 - Helpdesk and support services
- 72253200 - Systems support services
two.2.3) Place of performance
NUTS codes
- UKI - London
- UKI - London
- UKI - London
- UKI - London
- UKI - London
two.2.4) Description of the procurement
This is to put in place a contract for HR ServiceNow Implementation at Post Office. Post Office has found an implementation partner to support in implementing People SNow with a target rollout in August 2022.
Background
The People Support Services Centre (PSSC) team are managing many workflows via Outlook and manual processes, and accountability, service levels, risk profile and performance was remaining sub-optimal and outdated until we have now addressed this.
Various solution options were looked at but with ServiceNow already widely accepted within POL, and the possibility of it being easily integrated with SuccessFactors (which is the key HR tool used within POL HR/People team), Post Office has purchased licences for the ServiceNow HR module (People SNow).
In line with the proposed end state People Target Operating Model, People SNow will allow Post Office to:
- Track customer requests at a Tier 1 level to enhance knowledge-based articles at Tier 0 requests for information (self service), driving further efficiency through quality self-service tools. The Change element of the product also fits with the Culture Change programme to drive changes in behaviour towards self-service.
- Progress tickets through the People Team where necessary, to ensure efficient, right first-time resolution through the right team
- Measure individual and team performance in relation to requests for information/change.
- Greater efficiency in providing full transparency and the ability to ensure that documents are filed in employee files to meet audit and compliance requirements.
- Align with the rest of the organisation who already utilise SNow to drive efficiency and improved customer service (Finance, Risk, IT, Network etc) Ensure we have a fit for purpose infrastructure that will enable the delivery of service across multiple contract types (e.g. workers, contractors, employees etc)
This was run via G-Cloud12 where we reduced our supplier search using our specified key words. We contacted the suppliers and held a clarification session about their Service Description in line with the digital marketplace guidelines and assessed which service best met with our requirements. From these findings we awarded the contract to Engage ESM who we felt best met our needs and would be the best implementation partner for Post Office. This is for implementation of ServiceNow HR.
two.2.5) Award criteria
Price
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Award of a contract without prior publication of a call for competition in the cases listed below
- The procurement falls outside the scope of application of the regulations
Explanation:
Use of CCS G-Cloud12 public sector framework which has awarded fairly and compliantly.
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
Section five. Award of contract
Title
G-Cloud12 HR ServiceNow Implementation
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 March 2022
five.2.2) Information about tenders
Number of tenders received: 3
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Engage ESM Ltd
71 MidCity Place, High Holborn
London
WC1V 6EA
Country
United Kingdom
NUTS code
- UKI - London
National registration number
04176016
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £292,701.60
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
Post Office Limited
London
Country
United Kingdom