--- title: "Invitation to tender for the provision of IT support services" ocid: "ocds-kuma6s-145241" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-kuma6s-145241" markdown_url: "https://d3tenders.com/contract/ocds-kuma6s-145241.md" json_url: "https://d3tenders.com/contract/ocds-kuma6s-145241.json" source: "Sell2Wales" current_stage: "Award" buyer: "PUBLIC SERVICES OMBUDSMAN FOR WALES - OMBWDSMON GWASANAETHAU CYHOEDDUS CYMRU" published: "2025-09-11" --- # Invitation to tender for the provision of IT support services Buyer: PUBLIC SERVICES OMBUDSMAN FOR WALES - OMBWDSMON GWASANAETHAU CYHOEDDUS CYMRU Current stage: Award OCID: ocds-kuma6s-145241 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-kuma6s-145241) [Download OCDS JSON](https://d3tenders.com/contract/ocds-kuma6s-145241.json) ## Summary The purchasing process for IT support services by the Public Services Ombudsman for Wales (PSOW) has reached the award stage with Bcc It Limited being selected as the successful supplier. The procurement, initiated as an open procurement method, falls under the services category, specifically targeting IT support, consultancy, and other related computer services. Located in Bridgend, the Ombudsman office required IT providers to ensure high availability of IT systems with a target of 99% uptime. The tender also required provision for various IT support levels, including proactive monitoring and security management, reflecting the detailed specifications in Schedule 1. The contract was signed on 21st January 2025, with seven bids received in total during the tender process. This opportunity concretely opens paths for IT service providers specializing in comprehensive IT support and security services. Businesses adept in managing IT infrastructures, offering second and third-line support, and ensuring stringent backup security can greatly benefit from engaging in similar tenders. Firms with robust monitoring systems and flexible response models for varied IT support needs are well-suited to respond to such opportunities, paving the way for growth through collaboration with public bodies in maintaining and enhancing IT infrastructure resilience and support services. ## Notice The Public Services Ombudsman for Wales is seeking to appoint an IT support provider that will be responsible for:* Ensuring that the IT systems and IT devices authorised availability target 99%, of which no more than 48 hours downtime will occur in any single continuous period (excluding planned outages), to connect to PSOW are correctly configured to operate effectively, and to proactively manage the PSOW IT infrastructure to minimise downtime and to meet the overall target.* Providing 2nd and 3rd line IT Support to the PSOW IT Team, who will usually provide the 1st line helpdesk support service to PSOW staff.* Where PSOW internal IT team are not available, providing 1st line support to PSOW staff working at PSOW offices or at home relating to PSOW hardware and authorised applications and their connection to PSOW applications for urgent matters.* Providing proactive monitoring, management and reporting to PSOW of IT security matters including malware risks and up to date virus definitions to provide assurance for security of all PSOW systems and services. Given the flexible nature of differing monitoring services and the size of PSOW operations, suppliers are invited to offer a number of costed options for levels of monitoring, outlining what each option provides, e.g. automated services, eyes-on, remedial actions, active responses, out of hours, etc.* To manage and monitor PSOW data backups and to work with the external cloud backup solution provider to provide assurance for the integrity of the data, and to assist where necessary in the recovery from the cloud of this data (for testing and for real events). Backups must not be vulnerable to attacks which aim to encrypt them, or otherwise make them unavailable for recovery.* To liaise with contracted 3rd party application / software providers to assist in fault resolution or upgrades.* To provide additional project work at agreed rates in a timely manner.The above is a summary of the main requirements. Full details of the service requirements are provided within the Specification as detailed in Schedule 1. ## Key Details | Field | Value | | --- | --- | | Publication source | Sell2Wales | | Latest notice | https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=145241 | | Notice type | S2W Notice - Website Contract Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Not specified | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 11 Sep 2025 | | Submission deadline | 15 Nov 2024 | | Future notice date | Not specified | | Award date | 21 Jan 2025 | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Not specified | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Active | ## Buyer | Field | Value | | --- | --- | | Main buyer | PUBLIC SERVICES OMBUDSMAN FOR WALES - OMBWDSMON GWASANAETHAU CYHOEDDUS CYMRU | | Locality | BRIDGEND | | Post town | Cardiff | | Postcode | CF35 5LJ | | Country | Wales | | ITL 1 | TLL Wales | | ITL 2 | TLL5 South East Wales | | ITL 3 | TLL51 Central Valleys and Bridgend | | Local authority | Bridgend | | Electoral ward | Pencoed and Penprysg | | Westminster constituency | Bridgend | | Delivery location | Not specified | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | BCC IT | ## CPV Codes ### Divisions - 30 - Office and computing machinery, equipment and supplies except furniture and software packages - 48 - Software package and information systems - 72 - IT services: consulting, software development, Internet and support ### Codes - 30000000 - Office and computing machinery, equipment and supplies except furniture and software packages - 48000000 - Software package and information systems - 72000000 - IT services: consulting, software development, Internet and support - 72100000 - Hardware consultancy services - 72200000 - Software programming and consultancy services - 72500000 - Computer-related services - 72600000 - Computer support and consultancy services - 72700000 - Computer network services - 72800000 - Computer audit and testing services - 72900000 - Computer back-up and catalogue conversion services ## Release History - 11 Sep 2025 at 12:03 - Award - S2W Notice - Website Contract Award Notice - https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=145241 - 14 Oct 2024 at 16:03 - Tender - S2W Notice - Website Invitation to Tender Notice - https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=145241 ## Documents - https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=OCT492936&idx=1 14th October 2024 - IT Support Tender Specification 2024 - ENG - https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=OCT492936&idx=2 14th October 2024 - IT Support Tender Specification 2024 - CYM - https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=OCT492936&idx=3 14th October 2024 - Draft Contract - https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=OCT492936&idx=4 14th October 2024 - Draft Service Schedules ## Notice URLs - http://www.ombudsman.wales - https://www.sell2wales.gov.wales ## 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-kuma6s-145241. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-kuma6s-145241.json.