Notice Information
Notice Title
NW2481 - IT Service Management (Software & Implementation)
Notice Description
Northumbrian Water Limited (NWL) provide water and sewerage services to just under 4.4 million people operating principally in the North-East of England and Essex and Suffolk. It is NWL's vision 'to be the most digital water company in the world' therefore it is our mission to find an ITSM solution that supports this. NWL wish to procure a 2+2+1-year contract for a new IT service management (ITSM) tool. The tool will be used across both of our water & wastewater businesses. The tool will support NWG employees who are either based at one of our numerous sites, work from home or who are field based. The key features that we are looking for in a new solution are for it to support us with providing an easy, timely and high-quality customer experience and help us to continue with our journey to drive automation and self-service. Our current ITSM tool is used by over 400 users to resolve active tickets, supporting over 3,000 NWL employees who have access to raise tickets, and currently provides support for 380 Service & Incident request types. The current ITSM tool provides functionality to support Incident, Problem, Major Incident and Change Management processes. NWL have an objective to replace the incumbent ITSM solution prior to September 2023 and are therefore planning for an MVP (Minimum Viable Product) initially and then iterative delivery of other elements soon after. Within our requirements there are also items we would look to introduce at some future stage, subject to business need, and will be looking at expanding into operational technology - to be defined at a later date.
Lot Information
Lot 1
NWL wish to procure a 2+2+1-year contract for a new IT service management (ITSM) tool. The tool will be used across both of our water & wastewater businesses. The tool will support NWG employees who are either based at one of our numerous sites, work from home or who are field based.
Options: The initial 2 year contract shall have options to extend for 2+1 years (up to 5 years in total).
Renewal: The initial contract is for 2 years with options to extend for 2+1 years (up to 5 years in total).
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-03865c
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/032736-2022
- Current Stage
- Tender
- All Stages
- Tender
Procurement Classification
- Notice Type
- Tender Notice
- Procurement Type
- Standard
- Procurement Category
- Goods
- Procurement Method
- Selective
- Procurement Method Details
- Negotiated procedure with prior call for competition
- Tender Suitability
- Not specified
- Awardee Scale
- Not specified
Common Procurement Vocabulary (CPV)
- CPV Divisions
48 - Software package and information systems
72 - IT services: consulting, software development, Internet and support
-
- CPV Codes
48000000 - Software package and information systems
72227000 - Software integration consultancy services
Notice Value(s)
- Tender Value
- £350,000 £100K-£500K
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 18 Nov 20223 years ago
- Submission Deadline
- 1 Dec 2022Expired
- Future Notice Date
- Not specified
- Award Date
- Not specified
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Active
- Lots Status
- Active
- Awards Status
- Not Specified
- Contracts Status
- Not Specified
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- NORTHUMBRIAN WATER GROUP LIMITED
- Contact Name
- Andriy Volkov
- Contact Email
- andriy.volkov@nwl.co.uk
- Contact Phone
- Not specified
Buyer Location
- Locality
- DURHAM
- Postcode
- DH1 5FJ
- Post Town
- Durham
- Country
- England
-
- Major Region (ITL 1)
- TLC North East (England)
- Basic Region (ITL 2)
- TLC4 Northumberland, Durham and Tyne & Wear
- Small Region (ITL 3)
- TLC41 Durham
- Delivery Location
- Not specified
-
- Local Authority
- County Durham
- Electoral Ward
- Framwellgate and Newton Hall
- Westminster Constituency
- City of Durham
Further Information
Notice URLs
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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