UCR Run Model

UCR need to establish a cost-effective Salesforce and Mulesoft live service by December 2024. The incumbent provision is due to complete build work by December 2024. It is required that knowledge transfer will commence between the incumbent build provision and service provision of the Live Service through October-December 2024 (dependant on contract start date).

In parallel HMRC have started the early work to build their own in-house Salesforce and Mulesoft support capability, but currently with limited Salesforce and Mulesoft knowledge this will take time. They need support from the service provision to create this capability with the appropriate level of governance and process. The requirement is for the service provision to provide live support, setup the governance, process, and best practice collaboratively with HMRC and the Salesforce Customer Success manager (via the existing Signature Success package). It is required the knowledge transfer from the service provision to the in-house team is no later than 6 months before the end of the contract.

to engage with a service provision who can mobilise a small team, with the experience and technical know-how to administer the Salesforce platform. Their area of responsibility will be the running of the live service, system administration, knowledge transfer, and training of typical system administration tasks to the HMRC staff. This will include, but is not limited to, identifying, producing, and/ or providing input to the specific documents, procedures, and outputs, required by the HMRC staff, which will support the hand offs between the technical and business arms of HMRC.

The key objectives are:

• To provide a small cost-effective live support service provision for 18 months (including Mulesoft and Salesforce administrative skills), then transferring that service and skills to a new HMRC Salesforce centre of excellence.

• To proactively share knowledge and experience with members of the team and wider stakeholder communities, establish and embed new Run Model processes, governance structures, guardrails and required artefacts to underpin a sustainable hybrid Run Model, between the technical and business arms of HMRC.

• A critical success factor is the transfer of knowledge from the Salesforce build team to the service provider to deliver the provisions of this SoW. Knowledge transfer to concluded no later than December 2024.