IT Service Management Solution (RFS22-020)

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-h6vhtk-0565f0-2025-07-24T20:26:30+01:00",
    "date": "2025-07-24T20:26:30+01:00",
    "ocid": "ocds-h6vhtk-0565f0",
    "initiationType": "tender",
    "tender": {
        "id": "83603",
        "legalBasis": {
            "id": "32014L0024",
            "scheme": "CELEX"
        },
        "title": "IT Service Management Solution (RFS22-020)",
        "status": "complete",
        "classification": {
            "scheme": "CPV",
            "id": "72253000",
            "description": "Helpdesk and support services"
        },
        "mainProcurementCategory": "services",
        "description": "The Council wishes to procure a software solution to support IT service management for incident, request, and problem management. The solution will include a 'self-service' portal for users to enable resolution of some issues without the need for intervention by the Councils technology teams. Secondly, the Council will use the new system to support the implementation of new working processes including asset management, configuration management database, change control, and a knowledge base. The Contract will be awarded for an initial period of 4 (four) years including implementation and go-live. After the initial period, there will two, 36 month extension options. The full Contract period shall be for a maximum of 10 (ten) years.",
        "lots": [
            {
                "id": "1",
                "description": "The Technology and Digital Transformation, in Wakefield Council, provides Information Technology (IT) services to the Council's technology users. The Council wishes to procure a software solution to support IT service management. The Council is undergoing transformation to improve existing IT processes and adopt new service management processes to provide a modern and responsive service to all users. A phased approach to implementation will firstly enable the Council to continue to use the new system for incident, request, and problem management. This will include a 'self-service' portal for users to enable resolution of some issues without the need for intervention by the Councils technology teams. Secondly, the Council will use the new system to support the implementation of new working processes including asset management, configuration management database, change control, and a knowledge base. The core solution must: 1. Be Cloud hosted by the Supplier; 2. Be hosted within the UK (United Kingdom) and compliant with relevant UK law; 3. Use additional multi-factor authentication or support Single Sign On using the Councils Azure Active directory The Contract will be awarded for an initial period of 4 (four) years including implementation and go-live. After the initial period, there will two, 36 month extension options. The full Contract period shall be for a maximum of 10 (ten) years. The maximum budget for this Contract for the full 10 year period is PS1,275,000 including all costs for implementation, go-live and annual fees.",
                "awardCriteria": {
                    "criteria": [
                        {
                            "name": "Incident Management",
                            "type": "quality",
                            "description": "8"
                        },
                        {
                            "name": "Service Request Management",
                            "type": "quality",
                            "description": "8"
                        },
                        {
                            "name": "Customer Portal",
                            "type": "quality",
                            "description": "8"
                        },
                        {
                            "name": "Knowledge Base",
                            "type": "quality",
                            "description": "4"
                        },
                        {
                            "name": "Change Management",
                            "type": "quality",
                            "description": "8"
                        },
                        {
                            "name": "Asset Management",
                            "type": "quality",
                            "description": "8"
                        },
                        {
                            "name": "Configuration Management Database",
                            "type": "quality",
                            "description": "4"
                        },
                        {
                            "name": "Reporting",
                            "type": "quality",
                            "description": "8"
                        },
                        {
                            "name": "Integrations",
                            "type": "quality",
                            "description": "4"
                        },
                        {
                            "name": "Configuration",
                            "type": "quality",
                            "description": "10"
                        },
                        {
                            "name": "Records and Audit",
                            "type": "quality",
                            "description": "4"
                        },
                        {
                            "name": "Training",
                            "type": "quality",
                            "description": "2"
                        },
                        {
                            "name": "System Upgrades and Maintenance",
                            "type": "quality",
                            "description": "2"
                        },
                        {
                            "name": "Future Plans",
                            "type": "quality",
                            "description": "2"
                        },
                        {
                            "type": "price",
                            "description": "20"
                        }
                    ]
                },
                "hasOptions": false
            }
        ],
        "items": [
            {
                "id": "1",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "72253000",
                        "description": "Helpdesk and support services"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UKE45"
                    }
                ],
                "relatedLot": "1"
            }
        ],
        "procurementMethod": "limited",
        "procurementMethodDetails": "Negotiated without publication of a contract notice",
        "reviewDetails": "The Council will incorporate a minimum 10 calendar day standstill period at the point when information on the award of the contract is communicated to tenderers. If an appeal regarding the award of a contract has not been successfully resolved the Public Contracts Regulations 2015 (SI 2015/102) provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High Court (England, Wales and Northern Ireland).",
        "procurementMethodRationaleClassifications": [
            {
                "scheme": "TED_PT_AWARD_CONTRACT_WITHOUT_CALL",
                "id": "D_EXTREME_URGENCY",
                "description": "Extreme urgency brought about by events unforeseeable for the contracting authority/entity and in accordance with the strict conditions stated in the directive"
            }
        ],
        "procurementMethodRationale": "Under the Public Contracts Regulations 2015 (PCR 2015), failed to properly advertise a procurement under Regulation 79. The publication of this voluntary transparency notice (VEAT) is under Regulation 99(3). The Council will also be observing a 10-days standstill period prior to award of the Contract. By way of background to the procurement: -Pre-market engagement was published via the Council's e-tendering platform (YORtender) and Contracts Finder on 22nd May 2023. -Published the tender opportunity on Contracts Finder on 9th February 2023. -15 bids were received. -Above threshold tender timescales adhered to. - The Council will publish the relevant award notices on FTS and Contracts Finder. There is a potential risk to operational deliverability should we abandon the process and re-procure. The impact is significant to the Council as we have a failing solution, and there is a risk that the Authority may not meet its future PSN accreditation with the incumbent solution."
    },
    "awards": [
        {
            "id": "042978-2025-1",
            "relatedLots": [
                "1"
            ],
            "status": "active",
            "suppliers": [
                {
                    "id": "GB-COH-6322945",
                    "name": "Alemba Ltd"
                }
            ]
        }
    ],
    "parties": [
        {
            "id": "GB-FTS-155581",
            "name": "The Council of the City of Wakefield",
            "identifier": {
                "legalName": "The Council of the City of Wakefield",
                "id": "Public Procurement Organisation Number: PDZN-8179-PJQV",
                "schemeEntered": "The Council of the City of Wakefield"
            },
            "address": {
                "streetAddress": "Wood Street",
                "locality": "Wakefield",
                "region": "UKE45",
                "postalCode": "WF12HQ",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "name": "Zoe Robinson",
                "email": "zrobinson@wakefield.gov.uk"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "url": "https://www.wakefield.gov.uk/",
                "classifications": [
                    {
                        "scheme": "TED_CA_TYPE",
                        "id": "REGIONAL_AUTHORITY",
                        "description": "Regional or local authority"
                    },
                    {
                        "scheme": "COFOG",
                        "id": "01",
                        "description": "General public services"
                    }
                ]
            }
        },
        {
            "id": "GB-COH-6322945",
            "name": "Alemba Ltd",
            "identifier": {
                "legalName": "Alemba Ltd",
                "id": "6322945",
                "scheme": "GB-COH"
            },
            "address": {
                "streetAddress": "Brooke Suite Ground Floor Bewley House, Marshfield Road",
                "locality": "Chippenham",
                "region": "UKK15",
                "postalCode": "SN15 1JW",
                "countryName": "United Kingdom"
            },
            "roles": [
                "supplier"
            ],
            "details": {
                "scale": "sme"
            }
        },
        {
            "id": "GB-FTS-59051",
            "name": "The Council of the City of Wakefield",
            "identifier": {
                "legalName": "The Council of the City of Wakefield"
            },
            "address": {
                "streetAddress": "Corporate Procurement Team Wakefield One Burton Street",
                "locality": "Wakefield",
                "postalCode": "WF1 2EB",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "email": "procurement@wakefield.gov.uk"
            },
            "roles": [
                "reviewBody",
                "mediationBody",
                "reviewContactPoint"
            ]
        }
    ],
    "buyer": {
        "id": "GB-FTS-155581",
        "name": "The Council of the City of Wakefield"
    },
    "contracts": [
        {
            "id": "042978-2025-1",
            "awardID": "042978-2025-1",
            "status": "active",
            "value": {
                "amount": 219380,
                "currency": "GBP"
            },
            "dateSigned": "2025-07-24T00:00:00+01:00"
        }
    ],
    "language": "en"
}