Tender

Defra - Service Desk and Service Management

DEFRA NETWORK ETENDERING PORTAL

This public procurement record has 1 release in its history.

Tender

13 Apr 2017 at 18:16

Tender Notice
Summary of the contracting process

The UK Department for Environment, Food and Rural Affairs (Defra) is currently seeking a supplier for the "Service Desk and Service Management" project. This procurement falls under the services industry category, specifically classified as helpdesk and support services (CPV code: 72253000). The tender, organised through an open procedure, aims to consolidate multiple service desks into a single contact point, supporting over 21,000 staff across various locations in the UK. Key dates include the tender end date on 26 May 2017 and a contract period commencing on 19 October 2017, lasting for an initial four years with an option to extend by another year.

This tender presents significant business growth opportunities for companies specialising in ICT service management and helpdesk support. Suitable businesses may include both small and medium-sized enterprises (SMEs) capable of providing 24/7 service support, incident management, and ITIL process integration. Furthermore, firms that can offer innovation in service delivery and improve user guidance through self-service options will stand out in this competitive field, aligning with Defra's objectives for enhanced service user experience.

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Notice Information

Notice Title

Defra - Service Desk and Service Management

Notice Description

The Service Desk will be provided to Defra and other organisations in the Defra Group including, the Environment Agency (EA), Natural England (NE), Rural Payments Agency (RPA), Animal and Plant Health Agency (APHA) and Marine Management Organisation (MMO). The current incumbent service desk providers deliver services to both Defra and the Environment Agency across 371 sites in the UK, of which 161 are offices, 131 stores or depots. The service is to be made available to 21,000 staff across the UK. Other Defra affiliated organisations that may choose to take services under the proposed Contract at a later date and would be considered to be in scope organisations can be found via the following link: https://www.gov.uk/government/organisations/department-for-environment-food-rural-affairs For the avoidance of doubt this, Defra Group organisations and Defra affiliated organisations will be beneficiaries of this Service Desk (SD) Contract. Defra Group are seeking a Supplier for the provision of a SD, operating 24 hours a day 7 days a week, including UK bank holidays through which end-users of the Authority's ICT services can direct incidents, raise service requests, and seek guidance. The SD will play a significant role in supporting the Authority's service management function to achieve its goal of ensuring the services delivered to its end-users are fit for purpose and fit for use. The Supplier when delivering SD services shall help drive maximisation of First Time Fix resolving incidents as early as possible and help assist the Authority in moving end-users to the most cost effective contact channel that fulfils their ICT needs, in particular, self-help articles facilitated via a central self-service portal. The SD Supplier shall act as the SPOC for end users, other Authority ICT suppliers, manage, be responsible for the following on behalf of the Authority; incident/major/problem/access management request fulfilment, reporting/trend analysis, provide first contact resolution, propagate shift left opportunities, interact/participate with other ITIL processes, continual service improvement/innovation, on boarding new services/suppliers/off boarding incumbent services/suppliers to the service desk function,day-to-day communications with end users/other Authority ICT suppliers, provide help/guidance on the Authority's IT services. The Authority currently has 3 independent service desks and each will be transitioned to the one single point of contact SD. At the point of the new SD Supplier taking on the services for each of the desks all three service desks will have transitioned to the Authority's Service Now toolset. The Supplier shall be responsible for providing the physical SD facility and local IT infrastructure and provide connectivity to the Authority network for the remote access to the Authority systems and first contact resolution tools in scope of the Suppliers responsibility, excluding the ITSM tool (Servicenow) Additional information: To express an interest and download the procurement documents please navigate to the following URL www.defra.bravosolution.co.uk/web/login.html The contract will be for an initial 4 year period with the option to extend by a further 12 months at the discretion of Defra.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-31e0e09e-9249-4697-9565-57ae5f04f285
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/10e8b541-e72e-4034-8dd1-74921de27b36
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

72253000 - Helpdesk and support services

Notice Value(s)

Tender Value
£14,500,000 £10M-£100M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
13 Apr 20178 years ago
Submission Deadline
26 May 2017Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
18 Oct 2017 - 18 Oct 2022 Over 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
DEFRA NETWORK ETENDERING PORTAL
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
SW1P 3JR
Post Town
South West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
Not specified
Local Authority
Westminster
Electoral Ward
St James's
Westminster Constituency
Cities of London and Westminster

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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