---
title: "UPGRADE THE CURRENT IT HELPDESK SUPPORT/CALL LOGGING SYSTEM"
ocid: "ocds-h6vhtk-0297f4"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0297f4"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0297f4.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0297f4.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "NHS WALES SHARED SERVICES PARTNERSHIP"
published: "2021-03-03"
---

# UPGRADE THE CURRENT IT HELPDESK SUPPORT/CALL LOGGING SYSTEM

Buyer: NHS WALES SHARED SERVICES PARTNERSHIP  
Current stage: Award  
OCID: ocds-h6vhtk-0297f4

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-0297f4.json)

## Summary

NHS Wales Shared Services Partnership has completed a procurement process titled "Upgrade the Current IT Helpdesk Support/Call Logging System," aimed at improving technology services in the healthcare sector. This contract was initiated due to the high demand for helpdesk support during the Covid-19 pandemic, which rendered the existing system inadequate. The procurement, classified under services related to "Upgrade services of telephone switching equipment," was conducted through a limited procedure without a prior call for competition. The contract, valued at £590,461, was signed on 4th November 2020, following a standstill period, and the upgraded system is expected to enhance user experience significantly and facilitate more responsive helpdesk services.

This tender presents a valuable opportunity for IT service providers, especially those specialising in cloud-based solutions for healthcare systems. Businesses that can offer innovative, scalable helpdesk support technologies are well-positioned to compete for similar contracts. Companies capable of delivering comprehensive software solutions that improve response times and user satisfaction in the context of public health services will find this a beneficial contracting environment, particularly as the demand for efficient IT systems continues to grow within the public sector.

## Notice

Due to high demand on the Helpdesk to support Covid requirements and also mobile working the current system is no longer supported or fit for purpose. The upgrade will support and improve the user experience in contacting the helpdesk (Current call wait is around 2 hours) and support a more streamlined and faster response time to fix issues/faults and requests. This upgrade will be a cloud based solution on x 60 licences (an increase of x33 on the current solution

### Lot Information

Lot 1

The service will provide interventions for adults over the age of 18 who do not meet the criteria for tier 3 support or are reticent to change, and deemed to be at the pre contemplative stage of the cycle of change. The service will also provide short term interim support for individuals waiting to access tier 3 treatment. The service provider will provide a range of specialist substance misuse interventions based on an assessment of need and (for structured and semi-structured provisions) contained within a care plan agreed with the service user. At the less complex end of the Tier 2 spectrum of need, the service provider will offer interventions aimed at minimising harm and reducing the level of risk to individuals, as well as proactively engaging with those reticent to change - working towards engaging them in structured or semi structured support. Alongside this the service will work proactively to engage with those deemed difficult to reach, including BME communities, sex workers, substance users identifying as LGBT, and homeless and roofless substance users. ue to Covid19 and other factors there has been a delay in the planned recommissioning timeline. The Health Board have agreed to extend existing services to 31st March 2022 to allow the full recommissioning Tender to be completed.

### Procurement Information

The current system is no longer supported by the supplier and is not fit for purpose. The new upgraded version of the application will provide the functionality to enable a much improved user experience and enable the IT Service Desk to provide a more professional service. Having an upgrade of the current application will also enable a seamless migration of the existing data in a modern cloud based solution which will support ongoing maintenance by the supplier and can be implemented at speed to enable mitigation of risk of the existing non supported application

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/004243-2021 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Limited |
| Procurement method details | Award procedure without prior publication of a call for competition |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 3 Mar 2021 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 4 Nov 2020 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £590,461 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NHS WALES SHARED SERVICES PARTNERSHIP |
| Locality | CARDIFF |
| Post town | Cardiff |
| Postcode | CF14 4HH |
| Country | Wales |
| ITL 1 | TLL Wales |
| ITL 2 | TLL5 South East Wales |
| ITL 3 | TLL52 Cardiff and Vale of Glamorgan |
| Local authority | Cardiff |
| Electoral ward | Heath |
| Westminster constituency | Cardiff North |
| Delivery location | TLL22 Cardiff and Vale of Glamorgan |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | IVANTI |

## CPV Codes

### Divisions

- 50 - Repair and maintenance services

### Codes

- 50334120 - Upgrade services of telephone switching equipment

## Release History

- 3 Mar 2021 at 13:08 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/004243-2021

## Notice URLs

- http://www.procurement.wales.nhs.uk
- http://www.sell2wales.gov.wales/search/Search_AuthProfile.aspx?ID=AA0221

## 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-h6vhtk-0297f4. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0297f4.json.