Tender

IT Managed Services

FINANCIAL OMBUDSMAN SERVICE

This public procurement record has 1 release in its history.

Tender

03 Jul 2021 at 09:13

Tender Notice
Summary of the contracting process

The Financial Ombudsman Service is currently in the Tender stage of the procurement process for its project titled "IT Managed Services." This initiative falls under the IT services industry category, specifically focused on consulting, software development, Internet, and support. The procurement takes place in London, with a tender period closing on 2nd August 2021. The estimated contract value is between £10,000,000 and £22,000,000, covering a contract period from 28th February 2022 to 27th February 2026. Interested parties can register their interest through the provided procurement portal.

This tender presents significant opportunities for businesses specializing in IT services, particularly those with expertise in managed services, cloud-based solutions, and digital engagement capabilities. Companies capable of providing maintenance and support for complex IT systems or those able to deliver innovative technological solutions in a competitive procedure with negotiation will find themselves well-suited to compete. The requirement for ongoing support and development of IT resources also opens avenues for small and medium enterprises focused on flexibility and responsiveness in IT project delivery.

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Notice Information

Notice Title

IT Managed Services

Notice Description

The Financial Ombudsman Service intends to place a contract for the provision of managed IT services to encompass: 1) Ongoing support, maintenance and development of our case management system Our case management system is built on Microsoft Dynamics 365 CRM at its core with an ecosystem of other applications to facilitate document ingestion and document production. The case management system enables our 2,100 caseworkers to process the complaints we receive. In 2020/21 we received 454,259 new enquiries and 278,033 complaints. Each one of these is logged by our case management system. The successful tenderer will be responsible for support and maintenance of the case management system and working with our team to successfully develop the case management system in line with our requirements. Future development may include machine-learning and intelligent automation. 2) Ongoing support, maintenance and development of our new cloud-based enterprise data warehouse Our enterprise data warehouse is the central data repository for the Financial Ombudsman Service. It aggregates data from 12 data sources and facilitates ~100 reports and dashboards that are key to the efficient and effective operation of our business. The enterprise data warehouse is currently being built on Microsoft Azure data platform technologies and will go-live in the first quarter of 2022, replacing our current on-premise data warehouse. The successful tenderer will be responsible for support and maintenance of the enterprise data warehouse and successfully developing the enterprise data warehouse in line with our requirements. 3) Design, development and ongoing support and maintenance of a new digital engagement capability for our business The Financial Ombudsman Service wants to develop new digital engagement channels to engage with our customers and financial institutions. This will allow: -Our customers to raise complaints and communicate and share information with us their complaint is processed to outcome; and -Financial institutions to communicate and share information in relation to complaints raised against them. After designing and building the digital channels, the successful tenderer will be responsible for support and maintenance of the digital channels (including our existing external website) and the continued development of the digital channels in line with our requirements. 4) Provision of IT resources on demand to augment the Financial Ombudsman Service's team on an ad-hoc basis Provision of IT resources to augment our team, as called-off by us on an ad-hoc basis, including IT project and portfolio management resources, IT infrastructure resources, information security resources and architecture resources. These resources maybe involved in project or business as usual activities outside of services 1) to 3) above. Please register to express your interest at: https://procurement.financial-ombudsman.org.uk/web/login.html

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-20dad9d1-ec1f-40d7-87ee-0fc223e900f8
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/106d93c9-429a-451a-8434-b05de0c9cefd
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Competitive procedure with negotiation (above threshold)
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value
£22,000,000 £10M-£100M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
3 Jul 20214 years ago
Submission Deadline
2 Aug 2021Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
28 Feb 2022 - 27 Feb 2026 4-5 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
FINANCIAL OMBUDSMAN SERVICE
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
E14 9SR
Post Town
East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI42 Tower Hamlets
Delivery Location
TLI London
Local Authority
Tower Hamlets
Electoral Ward
Canary Wharf
Westminster Constituency
Poplar and Limehouse

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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