ITSM Software Implementation and Support Contract

ITSM Software Implementation and Support Contract

The new software must support improved service quality and delivery, through more efficient and mature ITSM processes and functions. A swift implmentation and an out of the boc minimal configuration approach is an essential aspect of this procurement . 

United Kingdom-Chester: Software package and information systems

2014/S 090-157626

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

I.1)Name, addresses and contact point(s)

Cheshire West and Chester Borough Council
Procurement, HQ, 58 Nicholas Street
For the attention of: Mrs Ann Hope
CH1 2NP Chester
UNITED KINGDOM
Telephone: +44 1244972369
E-mail: ann.hope@cheshirewestandchester.gov.uk

Internet address(es):

General address of the contracting authority: www.cheshirewestandchester.gov.uk

I.2)Type of the contracting authority

Regional or local authority

I.3)Main activity

General public services

I.4)Contract award on behalf of other contracting authorities

The contracting authority is purchasing on behalf of other contracting authorities: yes

Section II: Object of the contract

II.1)Description

II.1.1)Title attributed to the contract by the contracting authority:

Provision of ITSM Software Implementation and Support Contract.

II.1.2)Type of contract and location of works, place of delivery or of performance

Services
Service category No 7: Computer and related services
Main site or location of works, place of delivery or of performance: Cheshire.

NUTS code UKD

II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)

The notice involves a public contract
II.1.4)Information on framework agreement

II.1.5)Short description of the contract or purchase(s)

Cheshire Shared Services/CoSocius
Cheshire Shared Services (CSS) was formed in 2009 following a Local Government Reorganisation which created two unitary Councils – Cheshire West and Chester (CWaC) and Cheshire East (CEC) from the former County Council and six District Councils. A number of shared service groups were created to provide functional support to the councils and return benefits in terms of economies of scale, greater coordination and an ability to support a wide range of specialist, primarily back office functions.
On 1.5.2014 CSS became CoSocius, a limited company wholly owned by the two councils committed to delivering cost effective and innovative solutions to Cheshire councils and an increasing number of separate companies also formed out of former council services. The company will also seek to increase its value to its shareholders through the pursuit of wider opportunities across both public and private sector organisations.
Role and Responsibilities
CWaC is the host authority for CoSocius and will lead this procurement, and enter into contract with the contractor. CEC will be a beneficiary under the contract and will be named as such in the Council’s standard terms and conditions of contract. The Council’s special terms and conditions shall also apply. Licences will be required for Cheshire West and Chester Council and also Cheshire East Council.
CoSocius will manage the technical implementation, delivery and support of the Services on a day to day basis.
It is likely that Cosoius will require some of the licences purchased under this contract. The supplier must be flexible as regards the issue of licences or permit the Council to transfer licences or sub licence.
Overview of Current Position
CoSocius currently operates a number of disparate systems in support of service management. A fit for purpose integrated ITSM tool is required in order to enable a more joined up and holistic approach to service management and delivery. The new ITSM tool will primarily be used and managed by CoSocius but employees from the Councils will also use the ITSM tool, for example, to log referrals to the ICT helpdesk facility.
What we are looking for:
The new software must support improved service quality and delivery, through more efficient and mature ITSM processes and functions. A swift implmentation and an out of the boc minimal configuration approach is an essential aspect of this procurement . The Council does not require a bespoke solution nor an upgrade to its exisiting software.
The licence model needs to be fully tranferable and scaleable to meet the changing needs of the Councils and CoSocius.
The required hosting approach is on premise with an appropriate support model aligned to our business needs. The ITSM will be hosted in Chester by CoSocius for itself and the Councils, and CoSocius will have the day to day management and support of the ITSM. The supplier will liaise directly with CoSocius on behalf of the Councils.
The following end-objectives have been identified as key success criteria for this project:
– Improving the customer experience of using CoSocius services
– Quantifying value for money
– Demonstrating performance quality – with clear evidence
– Become proactive – e.g. acting on issues before SLA breach/customer is aware
– Becoming demonstrably effective and efficient
– To become an enabler to our customers
– Being able to show value to all areas across the customer base
– Engendering trust – delivering accurate and honest information
– Using familiar and current interfaces to request services from CoSocius
– Demonstrating that CoSocius understands its customers’ business
At an operational level these will translate to the following areas.
Improved Customer Service to CoSocius Customers:
-Fast Incident determination and faster resolution of Incidents
-High first level resolution rate from the Service Desk
-Consolidation of Service Desk as single point of contact for all CoSocius issues
A ‘Shop Front’ that puts the Service Desk at the centre of all CoSocius operations:
-Multiple access channels with an emphasis towards self-serve
-Full tracking capability for incidents and service requests
-Intuitive and automated handling of requests to ensure fast and efficient delivery of services
-A costed Service Catalogue approach that enables customers to select and purchase service items with minimal additional intervention
Consistency of approach and efficiency across all support areas:
-Common procedures for call handling/customer care
-Common SLA methods and management
-Improved and consistent tracking and escalation procedures
-Improved operational efficiency of support
-Improved communication between CoSocius and suppliers
-Single source of data from a comprehensive repository for all configuration items
Greater control and visibility of assets and the service ‘Supply chain’:
-Consistent and effective release and change processes
-Control over financial and contract details
-Improved use of knowledge data
Single central source of Management Information:
-User defined ‘service’ reporting and dashboards
-Ad hoc and scheduled reports
-Trends analysis of Incident / Problem types, locations, customers, equipment
-Roll over analysis of Incident / Problem / Change trends

II.1.6)Common procurement vocabulary (CPV)

48000000

II.1.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): yes

II.1.8)Lots

This contract is divided into lots: no

II.1.9)Information about variants

Variants will be accepted: yes
II.2)Quantity or scope of the contract

II.2.1)Total quantity or scope:

This is a procurement to award a contract to a single supplier.

II.2.2)Information about options

Options: no
II.2.3)Information about renewals

II.3)Duration of the contract or time limit for completion

Duration in months: 36 (from the award of the contract)

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:

III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

See Invitation to Tender Document.

III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

The Contracting authority reserves the right to require groupings of contractors to take particular legal form or to require a single contractor to take primary liability.

III.1.4)Other particular conditions

The performance of the contract is subject to particular conditions: yes
Description of particular conditions: Standard Terms and Special Conditions of Contract as contained within the Invitation to Tender Document.
III.2)Conditions for participation

III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers

Information and formalities necessary for evaluating if the requirements are met: Any supplier may be disqualified who:
(a) is bankrupt or is being wound up, where his affairs are being administered by the court, where he has entered into an arrangement with creditors, where he has suspended business activities or is in any analogous situation arising from a similar procedure under national laws and regulations;
(b) is the subject of proceedings for a declaration of bankruptcy, for an order compulsory winding up the administration by the court or of an arrangement with creditors or of any other similar proceedings under national laws and regulations;
(c) has been convicted by a judgment which has the force of res judicata in accordance with the legal provisions of the country of any offence concerning his professional conduct;
(d) has been guilty of grave professional misconduct proven by any means which the contract authorities can demonstrate;
(e) has not fulfilled obligations relating to the payment of social security contributions in accordance with the legal provisions of the country in which he is established or with those of the country of the contracting authority;
(f) has not fulfilled obligations relating to the payment of taxes in accordance with the legal provisions of the country in which he is established or with those of the country of the contracting authority;
(g) is guilty of serious misrepresentation in supplying the information required under this Section or has not supplied such information;
(h) has been the subject of a conviction for participation in a criminal organization, as defined in Article 2(1) of Council Joint Action 98/733/JHA;
(i) has been the subject of a conviction for corruption, as defined in Article 3 of the Council Act of 26 May 1972 and Article 3(1) of Council Joint Action 98/742/JHA3 respectively;
(j)has been the subject of a conviction for fraud within the meaning of Article 1 of the Convention relating to the protection of the financial interests of the European Communities;
(k) has been the subject of a conviction for money laundering, as defined in Article 1 of Council Directive 91/308/EEC of 10 June 1991 on prevention of the use of the financial system for the purpose of money laundering.
Information and formalities necessary for evaluating if requirements are met:
See Invitation to Tender Document

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: See Invitation to Tender Document.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
See Invitation to Tender Document.
Minimum level(s) of standards possibly required:
See Invitation to Tender Document.
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts

III.3.1)Information about a particular profession

Execution of the service is reserved to a particular profession: no

III.3.2)Staff responsible for the execution of the service

Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: no

Section IV: Procedure

IV.1)Type of procedure

IV.1.1)Type of procedure

Open
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate
IV.1.3)Reduction of the number of operators during the negotiation or dialogue
IV.2)Award criteria

IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated in the specifications, in the invitation to tender or to negotiate or in the descriptive document

IV.2.2)Information about electronic auction

An electronic auction will be used: no
IV.3)Administrative information

IV.3.1)File reference number attributed by the contracting authority:

NWCE 9HXG-ENOGAP
IV.3.2)Previous publication(s) concerning the same contract

IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

Time limit for receipt of requests for documents or for accessing documents: 16.6.2014 – 12:00
Payable documents: no

IV.3.4)Time limit for receipt of tenders or requests to participate

16.6.2014 – 12:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates

IV.3.6)Language(s) in which tenders or requests to participate may be drawn up

English.

IV.3.7)Minimum time frame during which the tenderer must maintain the tender

in days: 90 (from the date stated for receipt of tender)

IV.3.8)Conditions for opening of tenders

Date: 16.6.2014 – 12:00

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: yes
Estimated timing for further notices to be published: 36 months or if yearly options to extend are taken this could be at month 48 or 60.

VI.2)Information about European Union funds

The contract is related to a project and/or programme financed by European Union funds: no

VI.3)Additional information

This contract is being procured using an e-tendering system called The Chest. If you are not currently registered, go to the following and click the ‘Register Free’ box: https://www.thechest.nwce.gov.uk/procontract/supplier.nsf/frm_home

If you go to https://www.thechest.nwce.gov.uk/procontract/supplier.nsf/frm_opportunity_search.

You will be able to search via the ‘Organisation’ drop down menu for Cheshire West and Chester tenders. Select this particular opportunity from the list and register interest; you will then be able to find further information and access the Invitation to Tender (ITT) document and any additional Information.
The Closing Date for receipt of ITT submissions via ‘The Chest’ is on 16.6.2014 (12:00). You are advised to express an interest and subsequently access and start your ITT Response and meet the deadline, which is absolute. Once the closing date has passed, the evaluation process will begin and criteria having a pass/fail weighting will be marked first. Any tenderer failing 1 or more of the pass/fail questions will be eliminated and their response will not proceed to the next stage of evaluation and be scored. It is estimated that a decision will not be made until 7.7.2014, The guidance notes provided with the ITT document on the Chest show an estimated timetable to assist you.
The ITT and any subsequent additional information will be available to download from ‘The Chest’. It is your responsibility to download the ITT document from ‘The Chest’. Please do not call the Procurement department to find out initial details of this opportunity – all instructions and details of this opportunity will be found in the ITT document once you have accessed it. Any clarification questions must be raised via ‘The Chest’ in the Questions and Answers section. Any notifications regarding this opportunity will be issued via ‘The Chest’. It is your responsibility to check ‘The Chest’ to be aware of any updates.

VI.4)Procedures for appeal

VI.4.1)Body responsible for appeal procedures

Royal Courts of Justice
Strand
WC2A 2LL London
UNITED KINGDOM

Body responsible for mediation procedures

Cheshire West and Chester Borough Council
Head of Legal and Democratic Services 58 Nicholas Street
CH1 2NP Chester
UNITED KINGDOM

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: Precise information on deadline(s) for lodging appeals: In accordance with the Public Contracts Regulations 2006 (as amended) (the Regulations) the Council will operate a standstill period of not less than 10 days between notifying Contractors of its intention to award the contract and the award of the Contract.
Any appeal during this period shall be addressed to:
The Head of Legal and Democratic Services Cheshire West and Chester Borough Council 58 Nicholas street Chester, Cheshire CH1 2NP, UNITED KINGDOM.
If the appeal is not successfully resolved contractors may commence legal action for breach of duty in the High Court in accordance with Regulation 47, within 3 months of the date when grounds for starting proceedings first arose.

VI.4.3)Service from which information about the lodging of appeals may be obtained

Cheshire West and Chester Borough Council
Head of Legal and Democratic Services 58 Nicholas Street
CH1 2NP Chester
UNITED KINGDOM

VI.5)Date of dispatch of this notice:

7.5.2014

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