Award

Invitation to tender for the provision of IT support services

PUBLIC SERVICES OMBUDSMAN FOR WALES - OMBWDSMON GWASANAETHAU CYHOEDDUS CYMRU

This public procurement record has 2 releases in its history.

Award

11 Sep 2025 at 12:03

S2W Notice - Website Contract Award Notice
Tender

14 Oct 2024 at 16:03

S2W Notice - Website Invitation to Tender Notice
Summary of the contracting process

The purchasing process for IT support services by the Public Services Ombudsman for Wales (PSOW) has reached the award stage with Bcc It Limited being selected as the successful supplier. The procurement, initiated as an open procurement method, falls under the services category, specifically targeting IT support, consultancy, and other related computer services. Located in Bridgend, the Ombudsman office required IT providers to ensure high availability of IT systems with a target of 99% uptime. The tender also required provision for various IT support levels, including proactive monitoring and security management, reflecting the detailed specifications in Schedule 1. The contract was signed on 21st January 2025, with seven bids received in total during the tender process.

This opportunity concretely opens paths for IT service providers specializing in comprehensive IT support and security services. Businesses adept in managing IT infrastructures, offering second and third-line support, and ensuring stringent backup security can greatly benefit from engaging in similar tenders. Firms with robust monitoring systems and flexible response models for varied IT support needs are well-suited to respond to such opportunities, paving the way for growth through collaboration with public bodies in maintaining and enhancing IT infrastructure resilience and support services.

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Notice Information

Notice Title

Invitation to tender for the provision of IT support services

Notice Description

The Public Services Ombudsman for Wales is seeking to appoint an IT support provider that will be responsible for:* Ensuring that the IT systems and IT devices authorised availability target 99%, of which no more than 48 hours downtime will occur in any single continuous period (excluding planned outages), to connect to PSOW are correctly configured to operate effectively, and to proactively manage the PSOW IT infrastructure to minimise downtime and to meet the overall target.* Providing 2nd and 3rd line IT Support to the PSOW IT Team, who will usually provide the 1st line helpdesk support service to PSOW staff.* Where PSOW internal IT team are not available, providing 1st line support to PSOW staff working at PSOW offices or at home relating to PSOW hardware and authorised applications and their connection to PSOW applications for urgent matters.* Providing proactive monitoring, management and reporting to PSOW of IT security matters including malware risks and up to date virus definitions to provide assurance for security of all PSOW systems and services. Given the flexible nature of differing monitoring services and the size of PSOW operations, suppliers are invited to offer a number of costed options for levels of monitoring, outlining what each option provides, e.g. automated services, eyes-on, remedial actions, active responses, out of hours, etc.* To manage and monitor PSOW data backups and to work with the external cloud backup solution provider to provide assurance for the integrity of the data, and to assist where necessary in the recovery from the cloud of this data (for testing and for real events). Backups must not be vulnerable to attacks which aim to encrypt them, or otherwise make them unavailable for recovery.* To liaise with contracted 3rd party application / software providers to assist in fault resolution or upgrades.* To provide additional project work at agreed rates in a timely manner.The above is a summary of the main requirements. Full details of the service requirements are provided within the Specification as detailed in Schedule 1.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-kuma6s-145241
Publication Source
Sell2Wales
Latest Notice
https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=145241
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
S2W Notice - Website Contract Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Not specified
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

30 - Office and computing machinery, equipment and supplies except furniture and software packages

48 - Software package and information systems

72 - IT services: consulting, software development, Internet and support

CPV Codes

30000000 - Office and computing machinery, equipment and supplies except furniture and software packages

48000000 - Software package and information systems

72000000 - IT services: consulting, software development, Internet and support

72100000 - Hardware consultancy services

72200000 - Software programming and consultancy services

72500000 - Computer-related services

72600000 - Computer support and consultancy services

72700000 - Computer network services

72800000 - Computer audit and testing services

72900000 - Computer back-up and catalogue conversion services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
11 Sep 20255 months ago
Submission Deadline
15 Nov 2024Expired
Future Notice Date
Not specified
Award Date
21 Jan 20251 years ago
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
PUBLIC SERVICES OMBUDSMAN FOR WALES - OMBWDSMON GWASANAETHAU CYHOEDDUS CYMRU
Contact Name
Andrew Jenkins
Contact Email
Not specified
Contact Phone
+44 3007900203

Buyer Location

Locality
BRIDGEND
Postcode
CF35 5LJ
Post Town
Cardiff
Country
Wales
Major Region (ITL 1)
TLL Wales
Basic Region (ITL 2)
TLL5 South East Wales
Small Region (ITL 3)
TLL51 Central Valleys and Bridgend
Delivery Location
Not specified
Local Authority
Bridgend
Electoral Ward
Pencoed and Penprysg
Westminster Constituency
Bridgend

Supplier Information

Number of Suppliers
1
Supplier Name

BCC IT

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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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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