Pensions Ombudsman IT Managed Service Contract

Pensions Ombudsman IT Managed Service Contract

TPO service requirements 9 high level service headings are as follows: Platform – The core framework upon which application services are delivered and run.

IDaaM — The security discipline that enables the right individuals to access the right resources at the right times and for the right reasons.

United Kingdom-London: IT services: consulting, software development, Internet and support

2017/S 146-301823

Contract notice


Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

The Pensions Ombudsman
11 Belgrave Road
United Kingdom
Contact person: Jane Carey
Telephone: +44 2076302750
NUTS code: UKI

Internet address(es):Main address:

I.2)Joint procurement


The procurement documents are available for unrestricted and full direct access, free of charge, at:
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via:
Tenders or requests to participate must be submitted to the abovementioned address
Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at:

I.4)Type of the contracting authority

Ministry or any other national or federal authority, including their regional or local subdivisions

I.5)Main activity

General public services

Section II: Object

II.1)Scope of the procurement


The Pensions Ombudsman IT Managed Service.

Reference number: Project_20130

II.1.2)Main CPV code


II.1.3)Type of contract


II.1.4)Short description:

The Pensions Ombudsman (TPO) has a requirement for an IT Managed Service. TPO has organised its requirements into 9 high level service headings: Platform, IDaam, Desktop, Hardware and Software, Telephony, Support and Reporting, Integration, Governance and Compliance and Innovation. In April 2018, TPO will relocate to a new Government Hub in London at 10 South Colonnade, E14 4PU. This means that the successful supplier will be required to deliver services in the existing TPO dedicated office, 11 Belgrave Road, London, SW1V 1RB and at the appropriate point switch the services over to the new site (E14).

II.1.5)Estimated total value

Value excluding VAT: 1 200 000.00 GBP

II.1.6)Information about lots

This contract is divided into lots: no
II.2.2)Additional CPV code(s)

II.2.3)Place of performance

NUTS code: UKI
Main site or place of performance:

Services will be required at TPO 11 Belgrave Road, London SW1V 1RB. TPO will relocate to 10 South Colonnade, London, E14 4PU, in April 2018 and the services will then be required at the new site (E14).

II.2.4)Description of the procurement:

Further to the short description provided in II.1.4 above and to provide further indication of needs and requirements, the definitions of TPO service requirements 9 high level service headings are as follows:

Platform — The core framework upon which application services are delivered and run.

IDaaM — The security discipline that enables the right individuals to access the right resources at the right times and for the right reasons.

Desktop — End user access to the services.

Hardware and Software — Key components that interact with the User hardware provision to support the service.

Telephony — The technology required for the transmission of voice between parties, including non repudiation and compliance.

Support and Reporting — Ongoing resolution of specific problems with the live service.

Integration — Interfaces with other applications, including the Case Management System.

Governance and Compliance — These measures are to ensure service quality is maintained and monitored through-out the service life-cycle.

Innovation — To keep pace with technology progress and business need. Ensuring the requirements put an emphasis on a technology partner as well as service provider.

II.2.5)Award criteria

Price is not the only award criterion and all criteria are stated only in the procurement documents

II.2.6)Estimated value

Value excluding VAT: 1 200 000.00 GBP

II.2.7)Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 48
This contract is subject to renewal: yes
Description of renewals:

TPO intends to award one contract for a period of 3 years with the option to extend this initial period for a further period of up to 1 year. The estimated value in II.2.6 includes the extension period.

II.2.9)Information about the limits on the number of candidates to be invited

Envisaged minimum number: 5
Maximum number: 5
Objective criteria for choosing the limited number of candidates:

The Authority will undertake an evaluation of the Potential Supplier’s selection questionnaire responses in accordance with the procurement documents and the scoring methodology set out within. It is our intention to invite the five highest scoring suppliers to the ITT stage. In the event of any tied scores within the five highest scoring bids then this may mean additional Potential Suppliers are invited. For example, 5 Potential suppliers achieve the same and highest score. They would all be invited to the ITT stage and no further Potential suppliers would be invited. Alternatively; if 3 Potential Suppliers achieved scores placing them 1st, 2nd and 3rd but a number of other Potential Suppliers all achieve the same score, placing them joint 4th, then a tie breaker process will be used as set out in the procurement documents. If there are ties after the tiebreaker process has been run, then more than five Potential Suppliers may be invited to tender.

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: yes
Description of options:

TPO reserves the right to extend the contract for a further period of up to 1 year.

II.2.12)Information about electronic catalogues

II.2.13)Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: no
II.2.14)Additional information

Section III: Legal, economic, financial and technical information

III.1)Conditions for participation

III.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers

List and brief description of conditions:

Any provider may be disqualified if any of the circumstances listed in Article 57 of the Public Procurement Directive 2014/24/EU of the European Parliament and of the Council (Regulation 57 of each of the Public contracts Regulations 2015 apply) and providers will be asked to complete a declaration. The matter will be addressed more fully in a separate Supplier Questionnaire (SQ) which will be available to all parties who express an interest in this procurement. Candidates will be assessed on the basis of information provided in response to the SQ.

III.1.2)Economic and financial standing

List and brief description of selection criteria:

This matter will be addressed in a separate SQ which will be available to all parties who express an interest in this procurement.

Minimum level(s) of standards possibly required:

A detailed Financial Viability Risk Assessment (FVRA) will be undertaken by the Authority to establish those potential suppliers who have sufficient financial standing to carry forward to the next stage in the procurement process. The aim of the FVRA is to assess the potential supplier’s financial stability and to ensure that the potential supplier has sufficient resources to successfully deliver a contract, with a minimal risk of failure. Please refer to the SQ for further information.

III.1.3)Technical and professional ability

List and brief description of selection criteria:

This matter will be addressed in a separate SQ which will be available to all parties who express an interest in this procurement.

Minimum level(s) of standards possibly required:

As per the details in the SQ.

III.1.5)Information about reserved contracts
III.2)Conditions related to the contract
III.2.1)Information about a particular profession
III.2.2)Contract performance conditions:
III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure


IV.1.1)Type of procedure

Restricted procedure
IV.1.3)Information about a framework agreement or a dynamic purchasing system
IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue
IV.1.6)Information about electronic auction

IV.1.8)Information about the Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: yes
IV.2)Administrative information
IV.2.1)Previous publication concerning this procedure

IV.2.2)Time limit for receipt of tenders or requests to participate

Date: 29/08/2017
Local time: 23:59

IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

Date: 19/09/2017

IV.2.4)Languages in which tenders or requests to participate may be submitted:

IV.2.6)Minimum time frame during which the tenderer must maintain the tender
IV.2.7)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no

VI.2)Information about electronic workflows

Electronic invoicing will be accepted
Electronic payment will be used

VI.3)Additional information:

TPO is an independent organisation set up by law to investigate complaints about pension administration. TPO is a Non Departmental Public Body, sponsored by the Department for Work and Pensions. TPO has a team of around 60 people who deal with enquiries, investigate complaints and administer the business.

The Contracting Authority intends to use an eTendering system. Suppliers Instructions — How to Express Interest for this Opportunity:

1. Register on the eSourcing portal (this is only required once): & click the link to register — Accept the terms and conditions and click ‘continue’ — Enter your correct business and user details — Note your chosen username and click ‘Save’. You will receive an email with your password (keep this secure).

2. Express an Interest for this Opportunity — Login to the portal with the username/password — Click the ‘SQs / ITTs Open To All Suppliers’ link. (These are Supplier Qualification Questionnaires or Invitations to Tender open to any registered supplier) — Click on the relevant SQ/ITT to access the content. — Click the ‘Express Interest’ button at the top of the page. — This will move the SQ /ITT into your ‘My SQs/ My ITTs’ page. (A secure area reserved for your projects only) — You can now access any attachments by clicking ‘Buyer Attachments’ in the ‘SQ/ ITT Details’ box.

3. Responding to the tender — Click ‘My Response’ under ‘SQ/ ITT Details’, you can choose to ‘Create Response’ or to ‘Decline to Respond’ (please give a reason if declining) — You can now use the ‘Messages’ function to communicate with the buyer and seek any clarification — Note the deadline for completion. Follow the onscreen instructions to complete the SQ/ ITT — There may be a mixture of online and offline actions to complete (detailed online help available). To submit your reply use the ‘Submit Response’ button (top of the page).

For further assistance please consult the online help, or the eTendering help desk.

TPO expressly reserves the rights (i) to cancel this procurement at any stage; (ii) to not award any contract as a result of the procurement process commenced by publication of this notice; (iii) and in no circumstances will TPO be liable for any costs incurred by potential suppliers.

VI.4)Procedures for review

VI.4.1)Review body

The Pensions Ombudsman
11 Belgrave Road
United KingdomInternet address:
VI.4.2)Body responsible for mediation procedures

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:

This authority will incorporate a minimum 10 calendar day standstill period at the point information on the award of the contract is communicated to tenderers. The Public Contracts Regulations 2015 (SI 2015 No 87) provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High Court (England, Wales and Northern Ireland). Any such action must be brought promptly (generally within 3 months). Where a contract has not been entered into the court may order the setting aside of the award decision or order the authority to amend any document and may award damages. If the contract has been entered into the court may award damages and in the case of specified breaches of the rules may also order the termination or shortening of the contract and the levying of fines. Economic Operators seeking the termination of a contract (where this is permitted) may be required to bring action within 30-days, although this period is extended to 6-months in specified circumstances. The purpose of the standstill period referred to above is to allow parties to apply to the Courts to set aside the award decision before the contract is entered into.

VI.4.4)Service from which information about the review procedure may be obtained

The Pensions Ombudsman
11 Belgrave Road
United KingdomInternet address:

VI.5)Date of dispatch of this notice:



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