Notice Information
Notice Title
24/7 Service Desk
Notice Description
The new I&T organisation, approved by the board in June 2019, includes provision for a 24/7 service desk. in addition to the current recruitment of the required staff, it is necessary to complete the set-up of the service desk capability and ensure processes and services are integrated into the new I&T operating model. This case seeks approval of funds to procure a specialist service to bring this about by 31st March 2020 enabling a phased transition with desk running a full service by 30th June , outputs include. - -Project manage the integration of a new 24/7 IT infrastructure Library (ITIL) based corporate service desk. - define key goals, metrics & services that the desk will support. -Define the processes that the desk will operate to (call flows, priority levels, categorisation, KPI's) -Support the recruitment of the service desk team -initiate discovery of new service desk tools -develop reports and analysis tools -Implement a basic continuous service improvement plan -Provide a transition plan to onboard new products and services to the new desk decommission of the existing office hours service desk support the development of a service desk strategy that looks at remote support and innovation -Put in place processes for monitoring customer satisfaction and continuous improvement -Support culture hack to improve how MCA consume the service desk.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-b5fd17-40daf4df-e2c0-4520-9f9b-71f43f5201e8
- Publication Source
- Contracts Finder
- Latest Notice
- https://www.contractsfinder.service.gov.uk/Notice/1ce948d1-65d6-4121-ac05-ad7f6cbebece
- 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, VCSE
- Awardee Scale
- Large
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
- £40,000 Under £100K
- Lots Value
- Not specified
- Awards Value
- £40,000 Under £100K
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 7 Sep 20214 years ago
- Submission Deadline
- 30 Mar 2020Expired
- Future Notice Date
- Not specified
- Award Date
- 30 Mar 20205 years ago
- Contract Period
- 30 Mar 2020 - 31 Aug 2020 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
- MCA - MARITIME AND COASTGUARD AGENCY
- Contact Name
- Not specified
- Contact Email
- contracts@mcga.gov.uk
- Contact Phone
- +0000
Buyer Location
- Locality
- SOUTHAMPTON
- Postcode
- SO15 1EG
- Post Town
- Southampton
- Country
- England
-
- Major Region (ITL 1)
- TLJ South East (England)
- Basic Region (ITL 2)
- TLJ3 Hampshire and Isle of Wight
- Small Region (ITL 3)
- TLJ32 Southampton
- Delivery Location
- TLJ South East (England)
-
- Local Authority
- Southampton
- Electoral Ward
- Banister & Polygon
- Westminster Constituency
- Southampton Itchen
Further Information
Notice Documents
-
https://www.contractsfinder.service.gov.uk/Notice/1ce948d1-65d6-4121-ac05-ad7f6cbebece
7th September 2021 - Awarded contract notice on Contracts Finder
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
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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