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UPGRADE THE CURRENT IT HELPDESK SUPPORT/CALL LOGGING SYSTEM

NHS Wales Shared Services Partnership

This public procurement record has 1 release in its history.

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03 Mar 2021 at 13:08

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Summary of the contracting process

NHS Wales Shared Services Partnership has completed a procurement process titled "Upgrade the Current IT Helpdesk Support/Call Logging System," aimed at improving technology services in the healthcare sector. This contract was initiated due to the high demand for helpdesk support during the Covid-19 pandemic, which rendered the existing system inadequate. The procurement, classified under services related to "Upgrade services of telephone switching equipment," was conducted through a limited procedure without a prior call for competition. The contract, valued at £590,461, was signed on 4th November 2020, following a standstill period, and the upgraded system is expected to enhance user experience significantly and facilitate more responsive helpdesk services.

This tender presents a valuable opportunity for IT service providers, especially those specialising in cloud-based solutions for healthcare systems. Businesses that can offer innovative, scalable helpdesk support technologies are well-positioned to compete for similar contracts. Companies capable of delivering comprehensive software solutions that improve response times and user satisfaction in the context of public health services will find this a beneficial contracting environment, particularly as the demand for efficient IT systems continues to grow within the public sector.

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Notice Information

Notice Title

UPGRADE THE CURRENT IT HELPDESK SUPPORT/CALL LOGGING SYSTEM

Notice Description

Due to high demand on the Helpdesk to support Covid requirements and also mobile working the current system is no longer supported or fit for purpose. The upgrade will support and improve the user experience in contacting the helpdesk (Current call wait is around 2 hours) and support a more streamlined and faster response time to fix issues/faults and requests. This upgrade will be a cloud based solution on x 60 licences (an increase of x33 on the current solution

Lot Information

Lot 1

The service will provide interventions for adults over the age of 18 who do not meet the criteria for tier 3 support or are reticent to change, and deemed to be at the pre contemplative stage of the cycle of change. The service will also provide short term interim support for individuals waiting to access tier 3 treatment. The service provider will provide a range of specialist substance misuse interventions based on an assessment of need and (for structured and semi-structured provisions) contained within a care plan agreed with the service user. At the less complex end of the Tier 2 spectrum of need, the service provider will offer interventions aimed at minimising harm and reducing the level of risk to individuals, as well as proactively engaging with those reticent to change - working towards engaging them in structured or semi structured support. Alongside this the service will work proactively to engage with those deemed difficult to reach, including BME communities, sex workers, substance users identifying as LGBT, and homeless and roofless substance users. ue to Covid19 and other factors there has been a delay in the planned recommissioning timeline. The Health Board have agreed to extend existing services to 31st March 2022 to allow the full recommissioning Tender to be completed.

Procurement Information

The current system is no longer supported by the supplier and is not fit for purpose. The new upgraded version of the application will provide the functionality to enable a much improved user experience and enable the IT Service Desk to provide a more professional service. Having an upgrade of the current application will also enable a seamless migration of the existing data in a modern cloud based solution which will support ongoing maintenance by the supplier and can be implemented at speed to enable mitigation of risk of the existing non supported application

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0297f4
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/004243-2021
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Limited
Procurement Method Details
Award procedure without prior publication of a call for competition
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

50 - Repair and maintenance services

CPV Codes

50334120 - Upgrade services of telephone switching equipment

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£590,461 £500K-£1M

Notice Dates

Publication Date
3 Mar 20215 years ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
NHS Wales Shared Services Partnership
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
CARDIFF
Postcode
CF14 4HH
Postcode Area
Cardiff
Country
Wales
Major Region (ITL 1)
TLL Wales
Basic Region (ITL 2)
TLL5 South East Wales
Small Region (ITL 3)
TLL52 Cardiff and Vale of Glamorgan
Delivery Location
TLL22 Cardiff and Vale of Glamorgan
Local Authority
Cardiff
Electoral Ward
Heath
Westminster Constituency
Cardiff North

Supplier Information

Number of Suppliers
1
Supplier Name

Ivanti UK Ltd

Further Information

Open Contracting Data Standard (OCDS)

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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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