--- title: "IT Managed Services" ocid: "ocds-b5fd17-20dad9d1-ec1f-40d7-87ee-0fc223e900f8" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-20dad9d1-ec1f-40d7-87ee-0fc223e900f8" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-20dad9d1-ec1f-40d7-87ee-0fc223e900f8.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-20dad9d1-ec1f-40d7-87ee-0fc223e900f8.json" source: "Contracts Finder" current_stage: "Tender" buyer: "FINANCIAL OMBUDSMAN SERVICE" published: "2021-07-03" --- # IT Managed Services Buyer: FINANCIAL OMBUDSMAN SERVICE Current stage: Tender OCID: ocds-b5fd17-20dad9d1-ec1f-40d7-87ee-0fc223e900f8 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-20dad9d1-ec1f-40d7-87ee-0fc223e900f8) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-20dad9d1-ec1f-40d7-87ee-0fc223e900f8.json) ## Summary The Financial Ombudsman Service is currently in the Tender stage of the procurement process for its project titled "IT Managed Services." This initiative falls under the IT services industry category, specifically focused on consulting, software development, Internet, and support. The procurement takes place in London, with a tender period closing on 2nd August 2021. The estimated contract value is between £10,000,000 and £22,000,000, covering a contract period from 28th February 2022 to 27th February 2026. Interested parties can register their interest through the provided procurement portal. This tender presents significant opportunities for businesses specializing in IT services, particularly those with expertise in managed services, cloud-based solutions, and digital engagement capabilities. Companies capable of providing maintenance and support for complex IT systems or those able to deliver innovative technological solutions in a competitive procedure with negotiation will find themselves well-suited to compete. The requirement for ongoing support and development of IT resources also opens avenues for small and medium enterprises focused on flexibility and responsiveness in IT project delivery. ## Notice The Financial Ombudsman Service intends to place a contract for the provision of managed IT services to encompass: 1) Ongoing support, maintenance and development of our case management system Our case management system is built on Microsoft Dynamics 365 CRM at its core with an ecosystem of other applications to facilitate document ingestion and document production. The case management system enables our 2,100 caseworkers to process the complaints we receive. In 2020/21 we received 454,259 new enquiries and 278,033 complaints. Each one of these is logged by our case management system. The successful tenderer will be responsible for support and maintenance of the case management system and working with our team to successfully develop the case management system in line with our requirements. Future development may include machine-learning and intelligent automation. 2) Ongoing support, maintenance and development of our new cloud-based enterprise data warehouse Our enterprise data warehouse is the central data repository for the Financial Ombudsman Service. It aggregates data from 12 data sources and facilitates ~100 reports and dashboards that are key to the efficient and effective operation of our business. The enterprise data warehouse is currently being built on Microsoft Azure data platform technologies and will go-live in the first quarter of 2022, replacing our current on-premise data warehouse. The successful tenderer will be responsible for support and maintenance of the enterprise data warehouse and successfully developing the enterprise data warehouse in line with our requirements. 3) Design, development and ongoing support and maintenance of a new digital engagement capability for our business The Financial Ombudsman Service wants to develop new digital engagement channels to engage with our customers and financial institutions. This will allow: -Our customers to raise complaints and communicate and share information with us their complaint is processed to outcome; and -Financial institutions to communicate and share information in relation to complaints raised against them. After designing and building the digital channels, the successful tenderer will be responsible for support and maintenance of the digital channels (including our existing external website) and the continued development of the digital channels in line with our requirements. 4) Provision of IT resources on demand to augment the Financial Ombudsman Service's team on an ad-hoc basis Provision of IT resources to augment our team, as called-off by us on an ad-hoc basis, including IT project and portfolio management resources, IT infrastructure resources, information security resources and architecture resources. These resources maybe involved in project or business as usual activities outside of services 1) to 3) above. Please register to express your interest at: https://procurement.financial-ombudsman.org.uk/web/login.html ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/106d93c9-429a-451a-8434-b05de0c9cefd | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Competitive procedure with negotiation (above threshold) | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 3 Jul 2021 | | Submission deadline | 2 Aug 2021 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 28 Feb 2022 - 27 Feb 2026 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £22,000,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | FINANCIAL OMBUDSMAN SERVICE | | Locality | LONDON | | Post town | East London | | Postcode | E14 9SR | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI4 Inner London - East | | ITL 3 | TLI42 Tower Hamlets | | Local authority | Tower Hamlets | | Electoral ward | Canary Wharf | | Westminster constituency | Poplar and Limehouse | | Delivery location | TLI London | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support ### Codes - 72000000 - IT services: consulting, software development, Internet and support ## Release History - 3 Jul 2021 at 09:13 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/106d93c9-429a-451a-8434-b05de0c9cefd ## Documents - https://www.contractsfinder.service.gov.uk/Notice/106d93c9-429a-451a-8434-b05de0c9cefd 3rd July 2021 - Opportunity notice on Contracts Finder ## Notice URLs - https://procurement.financial-ombudsman.org.uk/web/login.html ## 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-b5fd17-20dad9d1-ec1f-40d7-87ee-0fc223e900f8. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-20dad9d1-ec1f-40d7-87ee-0fc223e900f8.json.