---
title: "Service Desk and End User Compute Services"
ocid: "ocds-b5fd17-0760cbf5-6195-45a8-9c04-43ea0f38169a"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-0760cbf5-6195-45a8-9c04-43ea0f38169a"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-0760cbf5-6195-45a8-9c04-43ea0f38169a.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-0760cbf5-6195-45a8-9c04-43ea0f38169a.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "O F W A T"
published: "2024-09-17"
---

# Service Desk and End User Compute Services

Buyer: O F W A T  
Current stage: Award  
OCID: ocds-b5fd17-0760cbf5-6195-45a8-9c04-43ea0f38169a

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## Summary

Ofwat, the Water Services Regulation Authority, has awarded a contract for "Service Desk and End User Compute Services" to Jigsaw Systems Limited under the Crown Commercial Service RM6100 Technology Services 3 Framework, following a further competition process. This award initiates the delivery stage of the outsourced IT services, which represent a strategic shift for Ofwat. The contract covers a three-year fixed initial term with an option to extend for up to two years. Valued at approximately £563,110.10 excluding VAT, the contract aims to support Ofwat's staff, who are dispersed across Birmingham and Canary Wharf, London. The procurement method was selective, utilising a call-off from a framework agreement, and focuses on the category of Information Technology services. The award was formalised on 10 October 2023, with the contract period starting on 2 November 2023 and ending on 1 November 2026.

This tender opens significant opportunities for businesses specialising in IT services, particularly those with expertise in delivering service desk support and end-user compute solutions. SMEs are well-suited to compete due to the selective procurement process, which values specific competencies and reliability in IT service delivery. The framework agreement ensures a competitive yet collaborative environment where selected suppliers can leverage their resources and expertise to improve Ofwat's IT service efficiency. Companies with experience in supporting hybrid working arrangements, maintaining end-user devices, and providing resilient coverage stand to benefit considerably from this procurement opportunity.

## Notice

Awarded using Crown Commercial Service RM6100 Technology Services 3 Framework, Lot 3a End User Services following a further competition process with a voluntary standstill period. Ofwat is seeking for the first time, an outsourced IT Supplier partner for 2 aspects of IT Services: Service Desk, and End User Compute. This is a new approach to delivery of IT Services in Ofwat and can be considered a significant change for our people. The Contract is for 3-years fixed initial term with option to extend in periods for up to 24 months as (2) terms of one (1) year. The budget for this contract is up to PS200k excl VAT per annum for the initial 3-year term. It is Ofwat's expectation that any uplift post the 3-year term would be in line with CPIH at the prevailing rate. Our requirements will cover the background and context for each and are split into the following sections: * The two Services to be outsourced: o Service Desk o End User Compute (EUC) * Service and Support Requirements for these two Services The ultimate aim is for a supplier to provide Services to Ofwat that: * support our end users who work in a hybrid way at home and at our two offices - Birmingham (Head Office) and Canary Wharf, London; * delivers, supports and maintains our end user device estate; * gains coverage and resilience from a supplier's wider resources to support our services; * capitalise on the Supplier's experience with these IT services to continually improve the efficiency and effectiveness of these IT services; and * potentially gain access to the Supplier's broad range of professional resources for rapid 'time to market'. Whilst the organisation is small, between 250 - 300 people, Ofwat's people are geographically dispersed across the UK with 2 offices, the primary office being Birmingham and a satellite site located in Canary Wharf, London. As part of our strategy refresh we have been challenged by the UK Government to assess our regulation approach. We submitted a bid to HM Treasury for an increase in headcount and have had approval to proceed. We do not know the full impact but it will be in the region of an additional 100 FTE which will be recruited to over the next 12-18 months. At the time of this ITT publication, it is unknown whether there will be further deviation in these numbers post the 18 months.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/ee999a67-e562-4671-b154-308c59812476 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 17 Sep 2024 |
| Submission deadline | 7 Aug 2023 |
| Future notice date | Not specified |
| Award date | 9 Oct 2023 |
| Contract period | 2 Nov 2023 - 1 Nov 2026 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £563,110 |
| Lots value | Not specified |
| Awards value | £563,110 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | O F W A T |
| Locality | BIRMINGHAM |
| Post town | Birmingham |
| Postcode | B5 4UA |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG31 Birmingham |
| Local authority | Birmingham |
| Electoral ward | Ladywood |
| Westminster constituency | Birmingham Ladywood |
| Delivery location | TLG West Midlands (England), TLI London |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | JIGSAW SYSTEMS |

## CPV Codes

### Divisions

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

### Codes

- 72222300 - Information technology services

## Release History

- 17 Sep 2024 at 14:31 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/ee999a67-e562-4671-b154-308c59812476

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/ee999a67-e562-4671-b154-308c59812476
  17th September 2024 - Awarded contract notice on Contracts Finder

## Notice URLs

- https://www.ofwat.gov.uk

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-0760cbf5-6195-45a8-9c04-43ea0f38169a. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-0760cbf5-6195-45a8-9c04-43ea0f38169a.json.