provide the key responsibilities of UK SBS in delivering quality and effective Strategic Procurement services to the Client

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2 The purpose of this Procurement Service Schedule is to: provide detail on the current scope of UK SBS Strategic Procurement services to BIS show service areas that have been determined as in scope for delivery to the Client outline the key client obligations to enable efficient service delivery to be received provide the key responsibilities of UK SBS in delivering quality and effective Strategic Procurement services to the Client state key service levels and set expectations of service work in conjunction with the BIS Business Services Agreement V

3 Customer Services Service Line Client Obligations Client Measure First Line Support Make contact via i-support or telephone the Procurement Service Desk, providing as much information as possible. Phone calls or s to individual UK SBS Procurement staff may not be logged. Information provided to UK SBS is 100% accurate UK SBS Obligations Provide telephony and i-support services during advertised UK SBS working hours Respond to and/or resolve service requests promptly and agree revised resolution time where the query cannot be resolved within 3 WDs Refer to UK SBS Procurement teams where resolution required UK SBS Measure 80% calls answered within 20 seconds Telephone calls abandoned <5% Service request initial response within 3WD to clarify and agree action plan Category Management Service line Client Obligations Client Measure Category Scoping Provide UK SBS with procurement demand profiles (forward pipeline of potential requirements) Nominate category core group members (where appropriate) Abide by the category core group Terms of Reference Category core group client representatives agrees category strategy with UK SBS Active attendance and participation in the category core group representing the interests of the client UK SBS Obligations Use procurement demand profiles (pipeline), historic spend and contracts to develop category strategy in agreement with the category core group Agree the priority categories with clients Develop understanding of nature of BIS spend within category and of BIS key value measures Develop category strategy to address these needs in UK SBS Measure Effectively manage category core group and category scoping activity to a high standard of quality How well category strategy addresses key value measures identified at outset V

4 Develop Sourcing Strategy Review category plan (through category core group where appropriate) Category core group member provides input, representing client interests and business requirements Within agreed timescale with UK SBS agreement with Core Group Include client Intelligent Customers in Core Group copy lists Support UK SBS procurement in driving down demand Develop category strategy in consultation with category core group and Intelligent Customer client reps as necessary Provide appropriate plans & data to cover an initial category management scoping plan Provide market analysis Provide supplier analysis Provide potential benefits Within agreed timescales with client and appropriate quality assurance Define Category Implementation Plan Review category plan (through category core group where appropriate) Input into implementation plan and ensure client s local implementation plan is understood within the client organisation Within agreed timescale with UK SBS Propose and present category plan Recognise particular needs of each client and agree appropriate flexibility in local implementation plans Agree category plan with client Within agreed timescales with client and appropriate quality assurance Implement Category Plan To work with UK SBS and client colleagues to implement in accordance with the plan Within agreed timescale with UK SBS Support implementation in accordance with the plan Monitor contract/framework usage Resourced and trained to deliver in sympathetic way Category strategy / plan is delivered in accordance with the plan and appropriate quality assurance V

5 Provide source of expertise in category Provide pragmatic, helpful assistance to client to facilitate optimum contract outcomes Produce Category Pack Note: This is not currently produced by UK SBS, but is in the UK SBS Procurement Improvement Programme to start producing them for clients. For example, a Travel Category Pack Review Category Pack/s produced by UK SBS Help to implement initiatives that drive down cost and change buying behaviour to improve value of purchase contracts to clients On a monthly basis and act appropriately upon the data provided Produce Category Pack for client that shows executive summary, spend by supplier, category workstream, current initiatives to drive down cost and improve value of purchase contracts On a monthly basis Sourcing Service line Client Obligations Client Measure Manage Sourcing Requirements (Business As Usual) (Sourcing requirements are dependent on value, complexity, urgency) Note: Major Projects Procurements are delivered by the UK Engage as early as possible with UK SBS using i- procurement to raise a requisition where requirements are known or through i-support to discuss requirements when they are in the early stages of development Consider relevance of government policy and legislation on the requirement e.g. social value act, Early engagement with UK SBS Requirement submitted needs to be clean and accurate UK SBS Obligations Clarify requirements and applicability of Government Policy and legislative requirements Support through the relevant Cabinet Office Spend Control process, where appropriate Advise on specification and appropriate routes to market including identifying existing suppliers, frameworks and contracts relevant for UK SBS Measure Where client raises new requirements, UK SBS to hold discussion to advise route within 3WDs Requisition to Purchase Order: Within 3WDs if less than 10k and supplier is live on system Within 10 WDs if less than 10k with no existing or known supplier on system V

6 SBS Major Projects Team where UK SBS Senior Procurement Specialists work on specific major projects for client projects/programmes where the procurement is complex and of a high value. This particular service has a specific chargeable day rate applied sustainability Obtain internal approvals Factor Spend Control approvals and procurement time into planning Provide requirements in as much detail as possible Make use of existing suppliers, frameworks and contracts where needs can be satisfied Jointly agree procurement approach including: evaluation weighting criteria and timelines Identify evaluation panel members where required Use e-sourcing tool (evaluation) Requests for contract extensions and contract variations (applies to UK SBS contracts only) should be raised through i-procurement. Where extensions and variations cannot be effected, requirements will be taken forward as procurement requests as above Single Sourcing Action (SSA) (These are the exception not the rule) Identify need and liaise with UK SBS to provide background using the UK SBS - Client provides required technical information on SSA form consideration by client Select sourcing route (e.g. Existing supplier, Existing Framework, Mini competition, Sub-OJEU, Above OJEU in agreement with client procurement approach with the customer including for example Complete and issue sourcing documentation and manage the procurement process in accordance with regulations and Government Policy, in accordance with the timelines agreed with the customer and using the e-sourcing tool Proactively manage procurement process to keep to agreed timelines where reasonable Receive supplier proposals by due date and answer any clarifications Single Sourcing Action Preparation and commercial input of SSA case Seek decision in accordance with UK SBS delegated authority levels 15 WDs minimum if over 10k and up to OJEU level - the timescale of which to agreed with client on a case by case basis Within 120 WDs if greater than OJEU level, from OJEU advert to award in line with the Government standard. (Note: these are known as Lean Days. For all OJEUs that are not complex procurements, there is an average of less than 120 days. The UK SBS actual and reported average is 85 days) V

7 Supplier Proposal Evaluation Award Contract(s) Contract Implementation SSA form Follow the escalation route in the event of disagreement with the UK SBS decision on whether an SSA is justified Evaluate proposals as agreed in sourcing approach using the e-souring tool (eevaluation module) for over 10k requirements only Agree supplier selection with UK SBS Undertake client review of contract documentation Agree final contract with UK SBS Sign contract (client retains copy and supplier also signs contract) Validate benefits Mobilise contract with supplier (the client undertakes this as they are responsible for day to day operational contract management with the supplier) In line with agreed sourcing timeline In line with agreed sourcing timeline In line with agreed sourcing timeline Communicate decision of SSA and record Source in accordance with the SSA decision Follow the escalation route in event of disagreement Evaluate as per agreed approach (commercial evaluation) Supplier proposal clarifications as required Agree supplier selection with customer Notify bidders accordingly Draft contract documentation Agree final contract with client Secure supplier and client signatures in accordance with Scope of Authority Upload contract information to contracts database, publish contract award notice and contract in accordance with transparency requirements Complete benefits form, explaining methodology to customer and secure customer validation of benefits Facilitate mobilising of contract in accordance with the approach agreed with the client Where appropriate, produce Buyer guides to support optimal customer usage In line with agreed sourcing timeline Delivery of contract within agreed timeline In line with agreed sourcing timeline V

8 Use the Buyer Guide (where provided by UK SBS) Contract Management Service Line Client Obligations Client Measure Manage Contract Manage operational day to day elements of contact with supplier Promote contract compliance Highlight supplier performance issues Collect performance information required of the supplier as set out in the contract Provide supplier performance data to UK SBS procurement as required Engage in post-project review as appropriate Ensure compliance with contract across the customer base Provides feedback to UK SBS As and when required, engaging early with UK SBS UK SBS Obligations For cross -client contracts and where UK SBS has been contracted to manage individual contracts on a client s behalf: Manage commercial aspects of contracts (contract variation, renegotiation) Provides contract compliance data Monitor contract performance Manage supplier review meetings to ensure performance seeking client feedback in advance. Review Contracts for renewals/termination/alignment to opportunities Engage Customers to agree renewal strategy Monitoring Contract performance and managing supplier reviews to include: contract changes, performance management of suppliers against contract CPIs, interfacing with suppliers to UK SBS measure Initial response within 3WDs and any subsequent timescale in agreement with the client Client satisfaction with UK SBS handling of performance issues raised V

9 Supplier Relationship Management (SRM) Provide feedback to UK SBS, through the category core groups where appropriate highlight issues, managing contract improvement process For individual client contracts: Monitor contract end dates and liaise with customers about forward requirements Support client where there are suppler issues Respond to client contract performance issues and agree action plan to address Identify key suppliers Implement SRM for all key suppliers Seek feedback from clients Use feedback to formalise plan of action V

10 The Purchase to Pay (P2P) fields, shaded in grey below, show activities performed by UK SBS Finance Service (Billingham) and are also shown in the Finance Service Schedule for cross-reference purposes. The remaining fields are responsibilities performed by UK SBS Procurement (Swindon/Newport). Purchase to Pay Service line Client Obligations Client Measure Procurement Quality Assurance Provided by UK SBS Finance Goods and Services Orders Provided by UK SBS Procurement Create and authorise purchase requisition on Oracle Fully completed requisition form with all accurate information provided UK SBS Obligations Complete purchase requisition review / perform QA check for certain requisitions As above As above Convert requisition to purchase order and despatch UK SBS Measure QA, including VAT and ZZ-Funding approval within 3 WDs Please see measures in Manage Sourcing Requirements as dependent on value, complexity etc Post Order Issue Management Provided by UK SBS Procurement Raise issues through i- support quoting PO number and provide as much information as possible Ensure information provide is clear and concise Respond and resolve issue raised by customer and/or supplier Within 3WDs and subsequent timescale in agreement with the client Note: This scope of this service line is currently under review as part of the Procurement Improvement Programme V

11 Supplier Management (i.e. Supplier Database) Provided by UK SBS Finance AP Invoice Processing & Resolution Provided by UK SBS Finance Complete and send supplier set-up form to UK SBS with the requisition via i- procurement Receipt goods and services Fully completed supplier setup form with all accurate information provided Ensure PO is receipted on Oracle in a timely manner Set up supplier on Oracle Maintain Supplier Database Receive and process supplier invoices Issue reminders for invoices on hold and escalate invoices on hold for resolution Within 3 WDs Process 85% of invoices within 5 working days GPC Administration Note: This is based on tobe process which UK SBS will be implementing in September 2014 (TBC) in agreement with BIS and other clients Provided by UK SBS Finance GPC cardholder authorisation requests and changes GPC cardholder submits GPC expense claims on Oracle and submits receipts to UK SBS Review and authorise expense claims violations Complete GPC claim as and when required GPC administration of cards Statement reconciliation Audit GPC expense claims Load GPC file on a monthly basis V

12 Other Services Service Line Client Obligations Client Measure e-commerce NOTE: Core BIS/UKTI currently does not use the e-catalogue tool, used by UK SBS, but will in scope for the implementation of the next generation ecatalogue tool. However, smart forms are relevant as they are Oracle based and employed by both clients Promote use of electronic catalogue where appropriate Review internal practices based on compliance CPI and PI data. % of spend through e- routes (including smart forms and catalogues) UK SBS Obligations Review & implement catalogue change requests (content & price) & provide timely feedback Catalogue content management Identify opportunities for improvement Reporting for usage & compliance Review performance Ensure categories are correct and up to date Create Smart Forms on Oracle for the client in order to make the processing of requisitions more efficient. (Smart Forms are set up by supplier where there is high transactional volume and auto-creates the purchase order) Advise client of relevant Smart Forms available at the time of purchase requisition; UK SBS measure % of overall spend through e-routes Note on Management Information: Management information on procurement critical performance indicators (CPIs) will be reported in the monthly performance report packs UK SBS development of Category Packs will fulfil the objective of reporting on category expenditure by volume/supplier, category workstreams and savings initiatives If there are specific client requests for management information required by the client, these will have to be reviewed and potentially costed by UK SBS V