--- title: "Defra - Service Desk and Service Management" ocid: "ocds-b5fd17-31e0e09e-9249-4697-9565-57ae5f04f285" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-31e0e09e-9249-4697-9565-57ae5f04f285" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-31e0e09e-9249-4697-9565-57ae5f04f285.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-31e0e09e-9249-4697-9565-57ae5f04f285.json" source: "Contracts Finder" current_stage: "Tender" buyer: "DEFRA NETWORK ETENDERING PORTAL" published: "2017-04-13" --- # Defra - Service Desk and Service Management Buyer: DEFRA NETWORK ETENDERING PORTAL Current stage: Tender OCID: ocds-b5fd17-31e0e09e-9249-4697-9565-57ae5f04f285 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-31e0e09e-9249-4697-9565-57ae5f04f285) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-31e0e09e-9249-4697-9565-57ae5f04f285.json) ## Summary The UK Department for Environment, Food and Rural Affairs (Defra) is currently seeking a supplier for the "Service Desk and Service Management" project. This procurement falls under the services industry category, specifically classified as helpdesk and support services (CPV code: 72253000). The tender, organised through an open procedure, aims to consolidate multiple service desks into a single contact point, supporting over 21,000 staff across various locations in the UK. Key dates include the tender end date on 26 May 2017 and a contract period commencing on 19 October 2017, lasting for an initial four years with an option to extend by another year. This tender presents significant business growth opportunities for companies specialising in ICT service management and helpdesk support. Suitable businesses may include both small and medium-sized enterprises (SMEs) capable of providing 24/7 service support, incident management, and ITIL process integration. Furthermore, firms that can offer innovation in service delivery and improve user guidance through self-service options will stand out in this competitive field, aligning with Defra's objectives for enhanced service user experience. ## Notice The Service Desk will be provided to Defra and other organisations in the Defra Group including, the Environment Agency (EA), Natural England (NE), Rural Payments Agency (RPA), Animal and Plant Health Agency (APHA) and Marine Management Organisation (MMO). The current incumbent service desk providers deliver services to both Defra and the Environment Agency across 371 sites in the UK, of which 161 are offices, 131 stores or depots. The service is to be made available to 21,000 staff across the UK. Other Defra affiliated organisations that may choose to take services under the proposed Contract at a later date and would be considered to be in scope organisations can be found via the following link: https://www.gov.uk/government/organisations/department-for-environment-food-rural-affairs For the avoidance of doubt this, Defra Group organisations and Defra affiliated organisations will be beneficiaries of this Service Desk (SD) Contract. Defra Group are seeking a Supplier for the provision of a SD, operating 24 hours a day 7 days a week, including UK bank holidays through which end-users of the Authority's ICT services can direct incidents, raise service requests, and seek guidance. The SD will play a significant role in supporting the Authority's service management function to achieve its goal of ensuring the services delivered to its end-users are fit for purpose and fit for use. The Supplier when delivering SD services shall help drive maximisation of First Time Fix resolving incidents as early as possible and help assist the Authority in moving end-users to the most cost effective contact channel that fulfils their ICT needs, in particular, self-help articles facilitated via a central self-service portal. The SD Supplier shall act as the SPOC for end users, other Authority ICT suppliers, manage, be responsible for the following on behalf of the Authority; incident/major/problem/access management request fulfilment, reporting/trend analysis, provide first contact resolution, propagate shift left opportunities, interact/participate with other ITIL processes, continual service improvement/innovation, on boarding new services/suppliers/off boarding incumbent services/suppliers to the service desk function,day-to-day communications with end users/other Authority ICT suppliers, provide help/guidance on the Authority's IT services. The Authority currently has 3 independent service desks and each will be transitioned to the one single point of contact SD. At the point of the new SD Supplier taking on the services for each of the desks all three service desks will have transitioned to the Authority's Service Now toolset. The Supplier shall be responsible for providing the physical SD facility and local IT infrastructure and provide connectivity to the Authority network for the remote access to the Authority systems and first contact resolution tools in scope of the Suppliers responsibility, excluding the ITSM tool (Servicenow) Additional information: To express an interest and download the procurement documents please navigate to the following URL www.defra.bravosolution.co.uk/web/login.html The contract will be for an initial 4 year period with the option to extend by a further 12 months at the discretion of Defra. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/10e8b541-e72e-4034-8dd1-74921de27b36 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 13 Apr 2017 | | Submission deadline | 26 May 2017 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 18 Oct 2017 - 18 Oct 2022 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £14,500,000 | | 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 | DEFRA NETWORK ETENDERING PORTAL | | Locality | LONDON | | Post town | South West London | | Postcode | SW1P 3JR | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI3 Inner London - West | | ITL 3 | TLI35 Westminster and City of London | | Local authority | Westminster | | Electoral ward | St James's | | Westminster constituency | Cities of London and Westminster | | Delivery location | Not specified | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support ### Codes - 72253000 - Helpdesk and support services ## Release History - 13 Apr 2017 at 18:16 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/10e8b541-e72e-4034-8dd1-74921de27b36 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/10e8b541-e72e-4034-8dd1-74921de27b36 13th April 2017 - Opportunity notice on Contracts Finder ## Notice URLs - http://www.defra.bravosolution.co.uk/web/login.html - https://www.gov.uk/government/organisations/department-for-environment-food-rural-affairs ## 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-b5fd17-31e0e09e-9249-4697-9565-57ae5f04f285. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-31e0e09e-9249-4697-9565-57ae5f04f285.json.