Customer Identity & Access Management (CIAM) Non-Call for Competition - Request for Information (RFI)

Description

This Non-Call for Competition - RFI is the exclusive property of National Grid it may not be copied, transmitted or disclosed by any means without the expressed written consent of National Grid. By accepting a copy hereof, the recipient agrees to be bound by these conditions and to use these documents solely for responding to National Grid's Non-Call for Competition RFI. 1 INTRODUCTION National Grid ESO (NGESO) is undergoing a major digital transformation programme to substantially enhance and improve the experience of customers and stakeholders who engage with us. As such, it is looking for information from potential suppliers of Customer Identity and Access Management (CIAM) solutions to integrate with our broader initiative to deliver a new Digital Engagement Platform (DEP). Our aim is to deliver seamless, engaging experiences for our customers and stakeholders who interact with our digital products and services. We see the role of CIAM as a critical enabler in allowing customers access to our services in a secure but frictionless manner, by managing their identity, authentication, authorisation and personalisation at every step of their customer journey. As we evolve our DEP, we will need to extend and scale the CIAM to support B2C, B2B and B2P uses cases, which may be delivered using web user interfaces as well as automated programmable interfaces (APIs). This RFI seeks to solicit information from CIAM solution providers to understand how they can support these requirements. 2 RFI CONTENT This is not a formal tender process and is not being undertaken in accordance with the Utilities Contracts Regulations 2016. A Request for Proposal (RFP) will be published towards the end of 2021. The aim of this RFI is to help identify suppliers with the capability to deliver this service. Please ensure responses to all questions and any supporting documentation is clearly referenced to the question they are answering. National Grid will not be shortlisting suppliers based on their submissions and any future sourcing activities will be subject to a new event. The RFI seeks suppliers to provide answers to the points and questions detailed in section 3 of this document. Please provide your response to each question in a separate Word document clearly stating the question number that your response relates to. Please ensure you keep within the word limit for each question of 500 words (excluding attachments). If providing any supporting information in separate documents as appropriate, state the question reference number in the file name using the following naming convention: document name - supplier reference/ name - question number - date Please submit your responses to: Christopher.round@nationalgrid.com Lot 1: 3 RFI QUESTIONS Question - Services 1. Provide information on the reference architecture for your CIAM solution, to include: • Access Management • User Management (including user profiling) • Authentication & Authorisation • Consent and Privacy Management • Lifecycle management • Persistent storage • Analytics 2. Provide at least one case study outlining the services you provided for the capabilities described above and the role your company provided in helping the client to develop a seamless, engaging customer experience. 3. Describe a unique selling point for your product or service (e.g. accelerators) and how this would add particular value in developing engaging experience for our customers when they interact with our digital services. Questions - Systems 4. NGESO intends to offer its customers access to data via APIs through web-based applications. Describe how your CIAM solution supports the self-registration, identification, and authorisation of customers to access information via APIs. 5. Describe how customer onboarding and offboarding is handled using your service? 6. Describe how your CIAM supports personalisation and preferences management? 7. Describe the features available to manage federated identity such as single sign-on (SSO) for access to multiple between backend systems, including any identity protocols supported 8. Describe your federated social login capability to provide customer access to multiple digital business platforms using a user's own personal credentials? 9. Describe how progressive user profiling (using inferred and self-offered data) is handled and how this enables improved user engagement? 10. Describe how your CIAM solution supports Business-to-Consumer (B2C), Business-to-Business (B2B) and Business-to-Partner (B2P) use cases? 11. Describe how your CIAM manages service access policies (e.g. authentication using multi-factor-authentication (MFA)) and how this can be tailored for different personas? 12. Describe how your CIAM can integrate with on-premise or cloud based corporate identity stores (e.g. Active Directory)? 13. Describe how your CIAM supports customer consent, privacy management and GDPR compliance 14. Provide details of any out of the box connectors provided by your platform to enable integration with 3rd party products and services 15. Provide details of your hosting options, including the territories where your data repositories reside. 16. Include any information on the SLAs that are provided for your platform including how resilience is achieved in the event of service failure. 17. Provide the pricing model for your products to cover the B2C, B2B and B2P use cases discussed above. Also provide any indicative implementation costs including the factors that would influence delivery costs. Additional information: 4 RFI SUBMISSION The submission deadline for responses to this RFI is by 12pm on Friday 29th October 2021. Submissions must be received by the submission deadline. Submissions should be sent to the Procurement representative for this RFI, as follows: Contact Details: Senior Buyer: Christopher Round Email: christopher.round@nationalgrid.com Phone: +44 (0)7929 672275 All communications and queries arising from this RFI should be conducted on email through the Procurement Representative detailed above. Please ensure all emails on this RFI include the following in the subject box: CIAM RFI - Enquiry Any queries must be submitted no later than 3pm on the 22nd October 2021 for this RFI. 5 LANGUAGE All responses must be in English or a full English translation must be provided at no cost to National Grid. 6 RFI EXPENSES National Grid shall not be responsible for or pay for any costs or expenses that may be incurred by the supplier in the preparation and submission of a response to this RFI. 7 CONFIDENTIALITY All details of this RFI and associated documents must be treated as private and confidential and shall not be disclosed to any other party, except where this is necessary for you to prepare and submit a response. You must ensure that you have an adequate confidentiality agreement in place with any subcontractors, consultants or agents before issuing them with any information concerning the requirements of this RFI. Details of your response to this RFI shall not be disclosed to any third party unless such disclosure is required by law or court.