--- title: "NW2481 - IT Service Management (Software & Implementation)" ocid: "ocds-h6vhtk-03865c" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03865c" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03865c.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03865c.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "NORTHUMBRIAN WATER GROUP LIMITED" published: "2022-11-18" --- # NW2481 - IT Service Management (Software & Implementation) Buyer: NORTHUMBRIAN WATER GROUP LIMITED Current stage: Tender OCID: ocds-h6vhtk-03865c [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03865c) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-03865c.json) ## Summary The Northumbrian Water Group Limited has initiated a tender process for the procurement of an IT Service Management (Software & Implementation) contract. The contract involves the provision of a new IT service management tool to support their water and wastewater businesses. The tender deadline for submitting expressions of interest is 1st December 2022 at 12 noon, with access to the Ariba portal granted within 48 hours. A Pre-Qualification Questionnaire (PPQ) must be completed by 12th December 2022 to participate in this procurement process. This tender opportunity with Northumbrian Water Group Limited offers potential business growth for companies providing software package and information systems, software integration consultancy services, and related IT solutions. Businesses specialising in IT service management tools and automation technologies are well-suited to compete for this contract. The procurement method is a selective negotiated procedure with prior call for competition, allowing for a structured bidding process toward a contract value of £350,000 GBP. ## Notice Northumbrian Water Limited (NWL) provide water and sewerage services to just under 4.4 million people operating principally in the North-East of England and Essex and Suffolk. It is NWL's vision 'to be the most digital water company in the world' therefore it is our mission to find an ITSM solution that supports this. NWL wish to procure a 2+2+1-year contract for a new IT service management (ITSM) tool. The tool will be used across both of our water & wastewater businesses. The tool will support NWG employees who are either based at one of our numerous sites, work from home or who are field based. The key features that we are looking for in a new solution are for it to support us with providing an easy, timely and high-quality customer experience and help us to continue with our journey to drive automation and self-service. Our current ITSM tool is used by over 400 users to resolve active tickets, supporting over 3,000 NWL employees who have access to raise tickets, and currently provides support for 380 Service & Incident request types. The current ITSM tool provides functionality to support Incident, Problem, Major Incident and Change Management processes. NWL have an objective to replace the incumbent ITSM solution prior to September 2023 and are therefore planning for an MVP (Minimum Viable Product) initially and then iterative delivery of other elements soon after. Within our requirements there are also items we would look to introduce at some future stage, subject to business need, and will be looking at expanding into operational technology - to be defined at a later date. ### Lot Information Lot 1 NWL wish to procure a 2+2+1-year contract for a new IT service management (ITSM) tool. The tool will be used across both of our water & wastewater businesses. The tool will support NWG employees who are either based at one of our numerous sites, work from home or who are field based. Options: The initial 2 year contract shall have options to extend for 2+1 years (up to 5 years in total). Renewal: The initial contract is for 2 years with options to extend for 2+1 years (up to 5 years in total). ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/032736-2022 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Goods | | Procurement method | Selective | | Procurement method details | Negotiated procedure with prior call for competition | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 18 Nov 2022 | | Submission deadline | 1 Dec 2022 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £350,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Active | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | NORTHUMBRIAN WATER GROUP LIMITED | | Locality | DURHAM | | Post town | Durham | | Postcode | DH1 5FJ | | Country | England | | ITL 1 | TLC North East (England) | | ITL 2 | TLC4 Northumberland, Durham and Tyne & Wear | | ITL 3 | TLC41 Durham | | Local authority | County Durham | | Electoral ward | Framwellgate and Newton Hall | | Westminster constituency | City of Durham | | Delivery location | Not specified | ## CPV Codes ### Divisions - 48 - Software package and information systems - 72 - IT services: consulting, software development, Internet and support ### Codes - 48000000 - Software package and information systems - 72227000 - Software integration consultancy services ## Release History - 18 Nov 2022 at 10:49 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/032736-2022 ## Notice URLs - https://s1.ariba.com - https://www.nwl.co.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-h6vhtk-03865c. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03865c.json.