---
title: "Managed IT Support Services"
ocid: "ocds-kuma6s-151268"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-kuma6s-151268"
markdown_url: "https://d3tenders.com/contract/ocds-kuma6s-151268.md"
json_url: "https://d3tenders.com/contract/ocds-kuma6s-151268.json"
source: "Sell2Wales"
current_stage: "Award"
buyer: "FUTURE GENERATIONS COMMISSIONER FOR WALES"
published: "2025-07-16"
---

# Managed IT Support Services

Buyer: FUTURE GENERATIONS COMMISSIONER FOR WALES  
Current stage: Award  
OCID: ocds-kuma6s-151268

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## Summary

The Future Generations Commissioner for Wales, located in Cardiff, has awarded the Managed IT Support Services contract to Excellence IT (UK) Limited, based in Caerphilly. The contract, signed on 16 July 2025, is part of the services category within the IT industry, aiming to address ongoing support needs for the Commissioner’s office, which plays a critical role under the Well-being of Future Generations Act. The process, initiated through an open method of procurement, involved a competitive tender that closed on 25 June 2025, highlighting detailed requirements for managed IT services, including system monitoring, and disaster recovery, aimed at ensuring sustainable operations.

This procurement provides significant opportunities for businesses specialising in IT services, particularly those familiar with the Welsh Public Sector's needs, offering potential for growth in service provision and technological innovation. Companies with capabilities in bilingual service provision, system digitisation, or AI solutions would find this tender well-suited to their strengths. Additionally, the requirement for adherence to cyber accreditations and the inclusion of value-added services like team training and best practice sharing can serve as differentiators for interested firms seeking to establish themselves in the sector and expand their market footprint within Wales.

## Notice

The Well-being of Future Generations Act ("The Act") was enacted in Wales 10 years ago. The Future Generations Commissioner arose out of the legislation and exists to act as a guardian for those people yet-to-be-born.The Act puts a legal duty on public bodies to ensure that decisions taken today do not cost future generations any more than it does for today's population. It requires them to think about the long-term impact of their decisions, to work better with people, communities and each other, and to prevent or reverse persistent problems such as poverty, health inequalities and climate change. The Future Generations Commissioner is there to advise, support and, if necessary, hold to account public bodies in Wales in achieving these goals.The Office of the Future Generations Commissioner ("The Office") exists to support the Commissioner in carrying out his duties.The Office's current managed IT support contract is up for re-tender.The Office requires a fully managed IT support service provider. The winning bid will need to:Essential Services* Provide a fully traceable support request/issues/action logging portal/system that is available 24/7 where users can log/email requests for IT help and support,* Ensure responses to such requests are within a reasonable timeframe,* Ensure relevant software, licenses, services, hardware and any other equipment are managed, maintained and kept up to date,* Hold and ensure the safety and recoverability of complete system back-ups taken daily,* Install software upgrades as necessary and provide guidance on when these are needed,* Monitor systems and advise of potential problems and threats,* Constantly monitor the status and availability of cloud services,* Ensure good, reliable and consistent two-way communication with our team,* Create, remove and maintain employee user accounts and permissions as necessary,* Ensure all related/in scope set-ups are compliant to achieve ongoing Cyber Essentials, Cyber Essentials Plus and IASME Levels 1 and 2 accreditations,* Assist all users with support queries as necessary,* Ensure a robust and testable/provable disaster recovery system is in place,* Fix user errors or mistakes as necessary,* Take responsibility for liaising with third-party suppliers that provide certain aspects of our IT systems (cloud providers, or other elements not in suppliers direct control),* Monitor capacity and performance and advise where/when upgrades/efficiencies are needed,* Investigate promptly any suspicious activity or unexpected software behaviour,* Install, update and manage all firewalls/virus software as necessary,* Create manage and remove mailboxes as necessary,* Provide regular systems/IT overview reports to the Office's Senior Leadership Team, ("SLT") on the performance of the system and any threats/possible issues,* Assist with and advise on disposal of equipment, when necessary,* Small pieces of ad hoc advice as they arise (for example advice if we wanted to change CRM system),* As a minimum, an office phoneline that can be called during typical office hours for assistance when needed, and* Within geographical reason, and only on occasion, be willing to travel to locations other than the managed office in Cardiff to attend staff members homes to assist with system set-ups, collection of equipment etc.Additional Services/ExperienceBidders should also provide information on any additional service/expertise they can offer, for example:* Continuous/ongoing team training offers/packages you have available,* Safe and compliant disposal of equipment themselves as part of the support package,* Any experience of working with organisations in the Welsh Public Sector,* Whilst not essential, we would be interested to hear of any services you can provide bilingually (English and Welsh),* Experience/expertise on Dynamics,* Pro-active advice, guidance or experience on digitising systems and/or utilising AI solutions, or* Any "value-added" services you may provide (sharing best practice, one-off training sessions, sharing case studies of cyber-attacks for learning etc).

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Sell2Wales |
| Latest notice | https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=151268 |
| 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 | 16 Jul 2025 |
| Submission deadline | 25 Jun 2025 |
| Future notice date | Not specified |
| Award date | 16 Jul 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 | FUTURE GENERATIONS COMMISSIONER FOR WALES |
| Locality | CARDIFF |
| Post town | Cardiff |
| Postcode | CF11 6BH |
| 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 | Grangetown |
| Westminster constituency | Cardiff South and Penarth |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | EXCELLENCE IT (UK |

## CPV Codes

### Divisions

- 30 - Office and computing machinery, equipment and supplies except furniture and software packages
- 72 - IT services: consulting, software development, Internet and support

### Codes

- 30000000 - Office and computing machinery, equipment and supplies except furniture and software packages
- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 16 Jul 2025 at 13:33 - Award - S2W Notice - Website Contract Award Notice - https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=151268
- 22 May 2025 at 14:18 - Tender - S2W Notice - Website Invitation to Tender Notice - https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=151268

## Documents

- https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=MAY513983&idx=4
  17th June 2025 - anonymised queries received along with responses
- https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=MAY513983&idx=3
  17th June 2025 - Anonymised queries received along with responses
- https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=MAY513983&idx=1
  22nd May 2025 - Invitation to tender_Managed IT Support Services_English
- https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=MAY513983&idx=2
  22nd May 2025 - Invitation to tender_Managed IT Support Services_Cymraeg

## Notice URLs

- http://www.excellence-it.co.uk
- http://www.futuregenerations.wales
- http://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-151268. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-kuma6s-151268.json.