---
title: "24/7 Service Desk"
ocid: "ocds-b5fd17-40daf4df-e2c0-4520-9f9b-71f43f5201e8"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-40daf4df-e2c0-4520-9f9b-71f43f5201e8"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-40daf4df-e2c0-4520-9f9b-71f43f5201e8.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-40daf4df-e2c0-4520-9f9b-71f43f5201e8.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "MCA - MARITIME AND COASTGUARD AGENCY"
published: "2021-09-07"
---

# 24/7 Service Desk

Buyer: MCA - MARITIME AND COASTGUARD AGENCY  
Current stage: Award  
OCID: ocds-b5fd17-40daf4df-e2c0-4520-9f9b-71f43f5201e8

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-40daf4df-e2c0-4520-9f9b-71f43f5201e8)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-40daf4df-e2c0-4520-9f9b-71f43f5201e8.json)

## Summary

The Maritime and Coastguard Agency (MCA) has completed the procurement process for a '24/7 Service Desk', aimed at establishing a robust IT infrastructure for their operations. This project, initially approved in June 2019, had a value of £40,000 and utilised a selective procurement method through a framework agreement. The tender period concluded on 30th March 2020, with the contract running from 31st March 2020 to 31st August 2020. The service desk's operations are based in the South East of England, under the broader classification of IT services, specifically consulting, software development, and support.

This tender presents significant opportunities for businesses seeking to enter or expand within the IT services sector, particularly those that specialise in service desk management and IT support solutions. Small and medium-sized enterprises (SMEs) and voluntary and community sector enterprises (VCSEs) would be well-suited to compete in this environment, leveraging their agility and tailored service offerings to meet the needs outlined by the MCA. Engaging in such contracts can allow these businesses to build experience, reputation, and capabilities within the public sector landscape.

## Notice

The new I&T organisation, approved by the board in June 2019, includes provision for a 24/7 service desk. in addition to the current recruitment of the required staff, it is necessary to complete the set-up of the service desk capability and ensure processes and services are integrated into the new I&T operating model. This case seeks approval of funds to procure a specialist service to bring this about by 31st March 2020 enabling a phased transition with desk running a full service by 30th June , outputs include. - -Project manage the integration of a new 24/7 IT infrastructure Library (ITIL) based corporate service desk. - define key goals, metrics & services that the desk will support. -Define the processes that the desk will operate to (call flows, priority levels, categorisation, KPI's) -Support the recruitment of the service desk team -initiate discovery of new service desk tools -develop reports and analysis tools -Implement a basic continuous service improvement plan -Provide a transition plan to onboard new products and services to the new desk decommission of the existing office hours service desk support the development of a service desk strategy that looks at remote support and innovation -Put in place processes for monitoring customer satisfaction and continuous improvement -Support culture hack to improve how MCA consume the service desk.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/1ce948d1-65d6-4121-ac05-ad7f6cbebece |
| 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, VCSE |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 7 Sep 2021 |
| Submission deadline | 30 Mar 2020 |
| Future notice date | Not specified |
| Award date | 30 Mar 2020 |
| Contract period | 30 Mar 2020 - 31 Aug 2020 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £40,000 |
| Lots value | Not specified |
| Awards value | £40,000 |
| 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 | MCA - MARITIME AND COASTGUARD AGENCY |
| Locality | SOUTHAMPTON |
| Post town | Southampton |
| Postcode | SO15 1EG |
| Country | England |
| ITL 1 | TLJ South East (England) |
| ITL 2 | TLJ3 Hampshire and Isle of Wight |
| ITL 3 | TLJ32 Southampton |
| Local authority | Southampton |
| Electoral ward | Banister & Polygon |
| Westminster constituency | Southampton Itchen |
| Delivery location | TLJ South East (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | POSTERITY MILESTONE CONSORTIUM |

## CPV Codes

### Divisions

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

### Codes

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

## Release History

- 7 Sep 2021 at 11:00 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/1ce948d1-65d6-4121-ac05-ad7f6cbebece

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/1ce948d1-65d6-4121-ac05-ad7f6cbebece
  7th September 2021 - Awarded contract notice on Contracts Finder

## 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-b5fd17-40daf4df-e2c0-4520-9f9b-71f43f5201e8. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-40daf4df-e2c0-4520-9f9b-71f43f5201e8.json.