Provision of Out of hours support for the computing and distribution Helpdesk

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-h6vhtk-03a5da-2024-12-16T11:43:01Z",
    "date": "2024-12-16T11:43:01Z",
    "ocid": "ocds-h6vhtk-03a5da",
    "initiationType": "tender",
    "tender": {
        "id": "OUPA10981",
        "legalBasis": {
            "id": "32014L0024",
            "scheme": "CELEX"
        },
        "title": "Provision of Out of hours support for the computing and distribution Helpdesk",
        "status": "complete",
        "classification": {
            "scheme": "CPV",
            "id": "79510000",
            "description": "Telephone-answering services"
        },
        "mainProcurementCategory": "services",
        "description": "The Open University's Student Computing and Distribution Helpdesk (SCDHD) are appointing an 3rd party to provide out of hours (OOH) support.",
        "lots": [
            {
                "id": "1",
                "description": "The OU Helpdesk receives contact from students providing both technical and non-technical support when using any module software or University programmes, as well as monitoring for any welfare or safeguarding concerns. The OU has now extended support of students to 24/7 via different channels",
                "hasOptions": true,
                "options": {
                    "description": "2 x 12 months"
                },
                "awardCriteria": {
                    "criteria": [
                        {
                            "type": "price"
                        }
                    ]
                },
                "status": "cancelled"
            }
        ],
        "items": [
            {
                "id": "1",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "79512000",
                        "description": "Call centre"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UKC2"
                    },
                    {
                        "region": "UKJ12"
                    },
                    {
                        "region": "UKC2"
                    },
                    {
                        "region": "UKJ12"
                    }
                ],
                "deliveryLocation": {
                    "description": "Newcastle upon Tyne"
                },
                "relatedLot": "1"
            }
        ],
        "procurementMethod": "limited",
        "procurementMethodDetails": "Award procedure without prior publication of a call for competition",
        "procurementMethodRationaleClassifications": [
            {
                "scheme": "TED_PT_AWARD_CONTRACT_WITHOUT_CALL",
                "id": "D_TECHNICAL",
                "description": "The works, supplies or services can be provided only by a particular economic operator due to absence of competition for technical reasons"
            }
        ],
        "procurementMethodRationale": "Following a tender in 2022, which resulted in two non-compliant bids, the OU entered into an interim agreement with Norman. The OU now wishes to contract with Norman for a longer period of 3 years, on the grounds of absence of competition due to technical reasons. Norman Managed Services have successfully supported the OU over the past 12 months with an out-of-hours Helpdesk. They have become an integral part of how the OU supports students. The OU Helpdesk receives contact from students providing both technical and nontechnical support when using any module software or University programmes, as well as monitoring for any welfare or safeguarding concerns. The support provided in this area is extremely sensitive and Norman supports a range of other Universities and other Higher Education organisations, giving them experience in dealing directly with the complexity that this service can bring. The services provided by Norman has also given the OU the ability to benefit from the widespread expertise gained by Norman over the past 17 years that they have been operating. The OU has now extended support of students to 24/7 via different channels through a combined service of in-house OU Helpdesk and Norman. This increase in service for OU students has been achieved at lower cost.",
        "coveredBy": [
            "GPA"
        ]
    },
    "awards": [
        {
            "id": "004638-2023-1",
            "relatedLots": [
                "1"
            ],
            "status": "active",
            "suppliers": [
                {
                    "id": "GB-FTS-75345",
                    "name": "Norman Managed Services"
                }
            ]
        },
        {
            "id": "040416-2024-1",
            "relatedLots": [
                "1"
            ],
            "status": "active",
            "suppliers": [
                {
                    "id": "GB-FTS-75345",
                    "name": "Norman Managed Services"
                }
            ]
        }
    ],
    "parties": [
        {
            "id": "GB-FTS-75344",
            "name": "OPEN UNIVERSITY(THE)",
            "identifier": {
                "legalName": "OPEN UNIVERSITY(THE)",
                "noIdentifierRationale": "notOnAnyRegister"
            },
            "address": {
                "streetAddress": "Walton Hall",
                "locality": "MILTON KEYNES",
                "region": "UKJ12",
                "postalCode": "MK7 6AA",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "name": "Procurement Team",
                "email": "finance-tenders@open.ac.uk"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "url": "http://www.open.ac.uk",
                "buyerProfile": "https://in-tendhost.co.uk/openuniversity",
                "classifications": [
                    {
                        "scheme": "TED_CA_TYPE",
                        "id": "BODY_PUBLIC",
                        "description": "Body governed by public law"
                    },
                    {
                        "scheme": "COFOG",
                        "id": "09",
                        "description": "Education"
                    }
                ]
            }
        },
        {
            "id": "GB-FTS-75345",
            "name": "Norman Managed Services",
            "identifier": {
                "legalName": "Norman Managed Services",
                "noIdentifierRationale": "notOnAnyRegister"
            },
            "address": {
                "locality": "Newcastle upon Tyne",
                "region": "UKC2",
                "postalCode": "NE1 8ST",
                "countryName": "United Kingdom"
            },
            "roles": [
                "supplier"
            ],
            "details": {
                "scale": "sme"
            }
        },
        {
            "id": "GB-FTS-1531",
            "name": "n/a",
            "identifier": {
                "legalName": "n/a"
            },
            "address": {
                "locality": "n/a",
                "countryName": "United Kingdom"
            },
            "roles": [
                "reviewBody"
            ]
        },
        {
            "id": "GB-FTS-10604",
            "name": "OPEN UNIVERSITY(THE)",
            "identifier": {
                "legalName": "OPEN UNIVERSITY(THE)",
                "noIdentifierRationale": "notOnAnyRegister"
            },
            "address": {
                "streetAddress": "Walton Hall",
                "locality": "MILTON KEYNES",
                "region": "UKJ12",
                "postalCode": "MK76AA",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "name": "Procurement Team",
                "telephone": "+44 1908655814",
                "email": "FBS-Procurement@open.ac.uk"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "url": "https://www.open.ac.uk/",
                "classifications": [
                    {
                        "scheme": "TED_CA_TYPE",
                        "id": "BODY_PUBLIC",
                        "description": "Body governed by public law"
                    },
                    {
                        "scheme": "COFOG",
                        "id": "09",
                        "description": "Education"
                    }
                ]
            }
        },
        {
            "id": "GB-FTS-36274",
            "name": "The Open University",
            "identifier": {
                "legalName": "The Open University"
            },
            "address": {
                "locality": "Milton Keynes",
                "countryName": "United Kingdom"
            },
            "roles": [
                "reviewBody"
            ]
        }
    ],
    "buyer": {
        "id": "GB-FTS-10604",
        "name": "OPEN UNIVERSITY(THE)"
    },
    "contracts": [
        {
            "id": "004638-2023-1",
            "awardID": "004638-2023-1",
            "status": "active",
            "value": {
                "amount": 325000,
                "currency": "GBP"
            },
            "dateSigned": "2023-02-15T00:00:00Z"
        },
        {
            "id": "040416-2024-1",
            "awardID": "040416-2024-1",
            "status": "active",
            "value": {
                "amount": 550000,
                "currency": "GBP"
            },
            "dateSigned": "2023-04-20T00:00:00+01:00"
        }
    ],
    "language": "en",
    "bids": {
        "statistics": [
            {
                "id": "1",
                "measure": "bids",
                "relatedLot": "1",
                "value": 1
            }
        ]
    }
}