Award

Service Desk Support

NHS ARDEN AND GEM CSU

This public procurement record has 1 release in its history.

Award

28 Sep 2021 at 11:37

Award Notice
Summary of the contracting process

The NHS Arden & Greater East Midlands CSU is currently at the award stage of a procurement process for a contract titled "Service Desk Support". This contract falls within the information technology services industry category and is based in Derby, East Midlands, England. The tender was published on 28 September 2021, with the award having been made on 28 July 2021 for a total value of £120,000, following a selective procurement method as a call-off from a framework agreement. The contract period is set to run from 16 August 2021 to 31 October 2021.

This tender presents a significant opportunity for businesses specialising in IT service management, particularly those experienced in managing service desk operations and incident resolution. Suppliers that can demonstrate relevant expertise, efficient problem-solving capabilities, and a sustainable support model would be well-suited to compete. Furthermore, small and medium-sized enterprises (SMEs) may find this contract accessible, given the contracting authority's acknowledgement of their suitability.

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Notice Information

Notice Title

Service Desk Support

Notice Description

NHS Arden & Greater East Midlands CSU (AGEM) are seeking a partner to provide support and insight to the resolution of incident and service request tickets. Our Service Desk team use the Ivanti platform and are responsible for dealing inbound call-handling; first-time fix, remote fix and field engineering backed by traditional tiered support beyond the desk itself. In response to this ITT, suppliers should consider how they can demonstrate relevant experience, their approach, the expected output and how they will deliver the work with minimal impact on current AGEM operations. Our ServiceDesk is currently experiencing an increasing volume of calls and dealing with an inherited backlog. The volume of work is in itself limiting our capacity for investigating root cause of the increased volume in order to then address the causes. For this reason, we are looking for support in terms of clearing the current backlog but for these staff to then help in the diagnosis of what areas or issues AGEM need to focus on and resolve in order to deliver better service to customers with a sustainable support model.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-055033f6-085e-451a-853c-6877bd6e5280
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/840b7bf1-5d4e-4703-a785-75c82739876e
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Call-off from a framework agreement
Tender Suitability
SME
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

72 - IT services: consulting, software development, Internet and support

CPV Codes

72222300 - Information technology services

Notice Value(s)

Tender Value
£120,000 £100K-£500K
Lots Value
Not specified
Awards Value
£120,000 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
28 Sep 20214 years ago
Submission Deadline
13 Jul 2021Expired
Future Notice Date
Not specified
Award Date
27 Jul 20214 years ago
Contract Period
15 Aug 2021 - 31 Oct 2021 1-6 months
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
NHS ARDEN AND GEM CSU
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
DERBY
Postcode
DE1 3QT
Post Town
Derby
Country
England
Major Region (ITL 1)
TLF East Midlands (England)
Basic Region (ITL 2)
TLF1 Derbyshire and Nottinghamshire
Small Region (ITL 3)
TLF11 Derby
Delivery Location
TLF East Midlands (England)
Local Authority
Derby
Electoral Ward
Darley
Westminster Constituency
Derby North

Supplier Information

Number of Suppliers
1
Supplier Name

SEYMOUR JOHN

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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