Provide Data Centre and Hosting Services to Anglian Water

Provide Data Centre and Hosting Services to Anglian Water

IS Infrastructure, Applications, Network, Telecoms and Security support and maintenance services.

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

2016/S 076-134953

Contract notice – utilities

Services

Directive 2004/17/EC

Section I: Contracting entity

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

Anglian Water Services
Supply Chain Management, Thorpe Wood House, Thorpe Wood
For the attention of: Kate Solomon
PE3 6WT Peterborough
UNITED KINGDOM
E-mail: ksolomon@anglianwater.co.uk

Internet address(es):

General address of the contracting entity: www.anglianwater.co.uk

Further information can be obtained from: The above mentioned contact point(s)

Specifications and additional documents (including documents for a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)

Tenders or requests to participate must be sent to: The above mentioned contact point(s)

I.2)Main activity

Water

I.3)Contract award on behalf of other contracting entities

The contracting entity is purchasing on behalf of other contracting entities: no

Section II: Object of the contract

II.1)Description

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

IS Infrastructure, Applications, Network, Telecoms and Security support and maintenance services.

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: UK East of England.

NUTS code UKH

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

Framework agreement with several operators
maximum number of participants to the framework agreement envisaged: 8

Duration of the framework agreement

Duration in years: 10

Estimated total value of purchases for the entire duration of the framework agreement

Estimated value excluding VAT
Range: between 118 000 000 and 186 000 000 GBP

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

The scope of the tender is the provision of IS Infrastructure, Applications, Network, Telecoms and Security support and maintenance services, service management, service desk and service integration
The scope will be split into several lots as shown below.
This agreement(s) will be for a period of 5 years with options to extend to a maximum of 10 years. All figures shown are the full potential 10 year values.

II.1.6)Common procurement vocabulary (CPV)

72000000, 32412100, 32500000, 32524000, 45314000, 32520000, 50300000, 50330000, 64200000, 64220000, 71316000

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

The contract is covered by the Government Procurement Agreement (GPA): no

II.1.8)Information about lots

This contract is divided into lots: yes
Tenders may be submitted for one or more lots

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:

The scope of the tender is the provision of IS Infrastructure, Applications, Network, Telecoms and Security support and maintenance services, service management, service desk and service integration
The scope will be split into several lots as follows:
Lot 1 Infrastructure Support and Maintenance Services
This will be a single contractor with responsibility for the following services, including but not be limited to.

Data Centre and Hosting Services

IT Service Continuity (Disaster Recovery)

Infrastructure services monitoring, maintenance and support

Data Centre network management

Monitoring, maintenance and support of all development & test environments including IT Test Lab(model office)

Small infrastructure changes and development.

Infrastructure hardware and software asset management
Lot 2 Applications Support and Maintenance Services
There will be an option for hardware purchase under this agreement
This will be a single contractor responsible for AWS core applications hosted in the Data Centre, including but not limited to SAP, Click, Intergraph GIS, OpenText, Sharepoint. This will include but not be limited to:

Application Support (2nd and 3rd line)—
Application Management and maintenance,

Small applications changes and development

Engaging with 3rd Party vendors for additional support where required


Application Access security for specific applications (excluding network and SAP access, which is included in Lot 6)
There may be a requirement for other specialist providers for key proprietary applications. The decision will be made during RFP compilation.
Lot 3 Fixed Network Support and Maintenance Services
This will be a single contractor with responsibility for the following services. This will include but not be limited to:

Monitoring, maintenance and support of existing Anglian Water Local Area Network and Wide Area Network Infrastructure

Maintain and support the Anglian Water owned communications rooms, including racking and equipment

Monitoring, maintenance and support of Wireless LAN and Guest based portal

Small Network changes and development

Network hardware asset management

Network Operations Centre
There will be an option for hardware purchase under this agreement
Lot 4 Telephony Support and Maintenance Services
This will be a single contractor with responsibility for the following services. This will include but not be limited to:

Monitoring, maintenance and support of existing IP Telephony Platforms (currently Genband and Genesys Contact Centre)

Provide PSTN Gateway Services

Small Telephony changes and development

Telephony hardware asset management
There will be an option for hardware purchase under this agreement
Lot 5 Microwave Support and Maintenance Services
This will be a single contractor with responsibility for the following services. This will include but not be limited to:

Monitoring, maintenance and support of existing AWS owned Microwave and Access radio network

Proactive audit and maintenance of Telecoms Masts and structures

Microwave hardware asset management
There will be an option for hardware purchase under this agreement
Lot 6 Service Management & Service Desk
This will be a single contractor responsible for managing a Service Desk and co-ordinating core ITIL processes across all of the separate lots, Anglian Water support teams and the existing mobile telephony provider. The Service Desk will provide a single point of contact for Anglian Water users and will assign incident tickets to the appropriate support teams within the different lots, Anglian Water support teams and the existing mobile telephony provider. This contractor will also provide and manage the core ITIL processes across the separate lots, Anglian Water support teams and the existing mobile telephony provider. Processes must offer end to end operability across all lot suppliers ensuring ‘single’ processes exist for critical ITIL services (e.g. Major Incident Management, problem management and change management). Responsibilities will include but be not limited to:

Service Desk with a range of contact options including phone, e-mail & web chat.

1st Line support including provision of first line support of the telemetry service desk

2nd line support for specific infrastructure services (including but not limited to Exchange, Citrix and Appsense)


Co-ordination of Telemetry new services requests

Password resets and access management for specific infrastructure and application services (including but not limited to Secure Remote Access, Wireless services, SAP & network)

Managing hand off of support calls to other support teams within the Lots and internal support teams. This may be via a common Service Management system or via a Service Desk to Service Desk link

Managing hand off of support calls to 3rd party support providers


Measuring customer satisfaction for ticket handling & resolution

Management and co-ordination of core ITIL processes across all lots and internal support teams, including but not limited to: Major Incident Management, Incident Management, Problem Management, Change & Release Management, Asset Management

Project Management Office
Lot 7 Service Integration
Service Integration (SI) will be delivered by a single contractor. The Service Integrator will act as the operational interface between AWS retained IT and the contractor community.
The Service Integrator will deliver governance, service integration and management across all lot suppliers; ensuring common policies, processes and procedures are operated across the supplier base and managing performance.
The SI service will include, but not be limited to;

Implementation of common policies, processes and procedures across all lots; ensuring that processes are operable across the end to end service.

Service assurance; ensuring process compliance and consistent operation thereof

Continual service improvement; driving maturity of the end to end service

Performance management; ensuring contractors are performing to contracted service levels

Integrated service reporting on the end to end service

Supplier Management; governance and ensuring that suppliers operate collaboratively and in accordance with agreed behaviors and contractual obligations.

Working with AWS retained IT to ensure that services remain aligned with AWS objectives and strategy
Lot 8 Security Operations Centre
This will be a single contractor responsible for the management and operation of a centralised SOC to provide proactive monitoring, threat & vulnerability management and incident response capability to secure the organisations IT services.
The scope of the services should include best practice technology deployments commensurate with the organisations risk profile as a CNI asset holder, as well as an appropriate operational management framework. As a minimum, technologies required should include external firewalls, internal firewalls, proxies, log file aggregation and analysis, content filtering solutions, intruder detection/prevention, end point protection, anti-malware and anti-spam, sandbox, USB and other device controls. These may be provided as part of the existing services or may need implementing during transition.
Key processes required will include but not be limited to:
1)Incident response — capabilities should include active monitoring, integration to other service management providers, digital forensics as well as management process and integration to intelligence sharing platforms/agencies such as CiSP and CERTUK.
2) Vulnerability management — should include tools and process to identify at vendor released patches as well as internal scanning and the management process to ensure mitigation occurs, including patching of ALL service elements.
3) Service Reporting — to provide timely, relevant and comprehensive data sets to allow services to be both assured and improved.
Estimated value excluding VAT
Range: between 118 000 000 and 186 000 000 GBP

II.2.2)Information about options

Options: no

II.2.3)Information about renewals

This contract is subject to renewal: no

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

Duration in months: 120 (from the award of the contract)

Information about lots

Lot No: 1 Lot title: Infrastructure Support and Maintenance Services

1)Short description:


This will be a single contractor with responsibility for the following services, including but not be limited to.
Data Centre and Hosting Services

IT Service Continuity (Disaster Recovery)

Infrastructure services monitoring, maintenance and support

Data Centre network management

Monitoring, maintenance and support of all development & test environments including IT Test Lab(model office)

Small infrastructure changes and development.

Infrastructure hardware and software asset management
There will be an option for hardware purchase under this agreement.

2)Common procurement vocabulary (CPV)

72000000

3)Quantity or scope:

Estimated value excluding VAT
Range: between 45 000 000 and 60 000 000 GBP

4)Indication about different date for duration of contract or starting/completion

Duration in months: 120 (from the award of the contract)

Lot No: 2 Lot title: Applications Support and Maintenance Services

1)Short description:

This will be a single contractor responsible for AWS core applications hosted in the Data Centre, including but not limited to SAP, Click, Intergraph GIS, OpenText, Sharepoint. This will include but not be limited to:

Application Support (2nd and 3rd line)

Application Management and maintenance,

Small applications changes and development

Engaging with 3rd Party vendors for additional support where required

Application Access security for specific applications (excluding network and SAP access, which is included in Lot 6)
There may be a requirement for other specialist providers for key proprietary applications. The decision will be made during RFP compilation.

2)Common procurement vocabulary (CPV)

72000000

3)Quantity or scope:

Estimated value excluding VAT
Range: between 20 000 000 and 30 000 000 GBP

4)Indication about different date for duration of contract or starting/completion

Duration in months: 120 (from the award of the contract)

Lot No: 3 Lot title: Fixed Network Support and Maintenance Services

1)Short description:

This will be a single contractor with responsibility for the following services. This will include but not be limited to:

Monitoring, maintenance and support of existing Anglian Water Local Area Network and Wide Area Network Infrastructure

Maintain and support the Anglian Water owned communications rooms, including racking and equipment

Monitoring, maintenance and support of Wireless LAN and Guest based portal

Small Network changes and development

Network hardware asset management

Network Operations Centre
There will be an option for hardware purchase under this agreement.

2)Common procurement vocabulary (CPV)

72700000

3)Quantity or scope:

Estimated value excluding VAT
Range: between 15 000 000 and 25 000 000 GBP

4)Indication about different date for duration of contract or starting/completion

Duration in months: 120 (from the award of the contract)

Lot No: 4 Lot title: Telephony Support and Maintenance Services

1)Short description:

This will be a single contractor with responsibility for the following services. This will include but not be limited to:

Monitoring, maintenance and support of existing IP Telephony Platforms (Genband and Genesys Contact Centre)

Provide PSTN Gateway Services

Small Telephony changes and development

Telephony hardware asset management
There will be an option for hardware purchase under this agreement.

2)Common procurement vocabulary (CPV)

32520000, 32500000, 32550000, 32520000, 32570000, 32580000

3)Quantity or scope:

Estimated value excluding VAT
Range: between 20 000 000 and 30 000 000 GBP

Lot No: 5 Lot title: Microwave Support and Maintenance Services

1)Short description:

This will be a single contractor with responsibility for the following services. This will include but not be limited to:

Monitoring, maintenance and support of existing AWS owned Microwave and Access radio network

Proactive audit and maintenance of Telecoms Masts and structures

Microwave hardware asset management
There will be an option for hardware purchase under this agreement.

2)Common procurement vocabulary (CPV)

50330000, 50333000

3)Quantity or scope:

Estimated value excluding VAT
Range: between 2 500 000 and 5 000 000 GBP

Lot No: 6 Lot title: Service Management & Service Desk

1)Short description:

This will be a single contractor responsible for managing a Service Desk and co-ordinating core ITIL processes across all of the separate lots, Anglian Water support teams and the existing mobile telephony provider. The Service Desk will provide a single point of contact for Anglian Water users and will assign incident tickets to the appropriate support teams within the different lots, Anglian Water support teams and the existing mobile telephony provider. This contractor will also provide and manage the core ITIL processes across the separate lots, Anglian Water support teams and the existing mobile telephony provider. Processes must offer end to end operability across all lot suppliers ensuring ‘single’ processes exist for critical ITIL services (e.g. Major Incident Management, problem management and change management). Responsibilities will include but be not limited to:

Service Desk with a range of contact options including phone, e-mail & web chat.

1st Line support including provision of first line support of the telemetry service desk

2nd line support for specific infrastructure services (including but not limited to Exchange, Citrix and Appsense)


Co-ordination of Telemetry new services requests

Password resets and access management for specific infrastructure and application services (including but not limited to Secure Remote Access, Wireless services, SAP & network)

Managing hand off of support calls to other support teams within the Lots and internal support teams. This may be via a common Service Management system or via a Service Desk to Service Desk link

Managing hand off of support calls to 3rd party support providers


Measuring customer satisfaction for ticket handling & resolution

Management and co-ordination of core ITIL processes across all lots and internal support teams, including but not limited to: Major Incident Management, Incident Management, Problem Management, Change & Release Management, Asset Management

Project Management Office.

2)Common procurement vocabulary (CPV)

72253000, 72510000

3)Quantity or scope:

Estimated value excluding VAT
Range: between 7 500 000 and 15 000 000 GBP

4)Indication about different date for duration of contract or starting/completion

Duration in months: 120 (from the award of the contract)

Lot No: 7 Lot title: Service Integration

1)Short description:

Service Integration (SI) will be delivered by a single contractor. The Service Integrator will act as the operational interface between AWS retained IT and the contractor community.
The Service Integrator will deliver governance, service integration and management across all lot suppliers; ensuring common policies, processes and procedures are operated across the supplier base and managing performance.
The SI service will include, but not be limited to;

Implementation of common policies, processes and procedures across all lots; ensuring that processes are operable across the end to end service.

Service assurance; ensuring process compliance and consistent operation thereof

Continual service improvement; driving maturity of the end to end service

Performance management; ensuring contractors are performing to contracted service levels

Integrated service reporting on the end to end service

Supplier Management; governance and ensuring that suppliers operate collaboratively and in accordance with agreed behaviors and contractual obligations.

Working with AWS retained IT to ensure that services remain aligned with AWS objectives and strategy.

2)Common procurement vocabulary (CPV)

72227000, 72228000, 72590000

3)Quantity or scope:

Estimated value excluding VAT
Range: between 5 000 000 and 15 000 000 GBP

4)Indication about different date for duration of contract or starting/completion

Duration in months: 120 (from the award of the contract)

Lot No: 8 Lot title: Security Operations Centre

1)Short description:

This will be a single contractor responsible for the management and operation of a centralised Security Operations Centre (SOC) to provide proactive monitoring, threat & vulnerability management and incident response capability to secure the organisations IT services.
The scope of the services should include best practice technology deployments commensurate with the organisations risk profile as a CNI asset holder, as well as an appropriate operational management framework. As a minimum, technologies required should include external firewalls, internal firewalls, proxies, log file aggregation and analysis, content filtering solutions, intruder detection/prevention, end point protection, anti-malware and anti-spam, sandbox, USB and other device controls. These may be provided as part of the existing services or may need implementing during transition.
Key processes required will include but not be limited to:
1)Incident response — capabilities should include active monitoring, integration to other service management providers, digital forensics as well as management process and integration to intelligence sharing platforms/agencies such as CiSP and CERTUK.
2) Vulnerability management — should include tools and process to identify at vendor released patches as well as internal scanning and the management process to ensure mitigation occurs, including patching of ALL service elements.
3) Service Reporting — to provide timely, relevant and comprehensive data sets to allow services to be both assured and improved.

2)Common procurement vocabulary (CPV)

72220000, 72590000

3)Quantity or scope:

Estimated value excluding VAT
Range: between 3 000 000 and 6 000 000 GBP

4)Indication about different date for duration of contract or starting/completion

Duration in months: 120 (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:

None.

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

Payment nett monthly account.

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

N/a.

III.1.4)Other particular conditions:

The performance of the contract is subject to particular conditions: no
III.2)Conditions for participation
III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers
III.2.2)Economic and financial ability

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met: At subsequent stages of the selection and award process, bidders will be required to demonstrate their experience, capability and capacity to provide the services required in each lot they have expressed an interest in.
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

Negotiated
Some candidates have already been selected (if appropriate under certain types of negotiated procedures): no
IV.2)Award criteria

IV.2.1)Award criteria

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

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 entity:

PA 2016 0004

IV.3.2)Previous publication(s) concerning the same contract

no

IV.3.3)Conditions for obtaining specifications and additional documents(except for a DPS)

Time limit for receipt of requests for documents or for accessing documents: 31.5.2016 – 12:00
Payable documents: no

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

31.5.2016 – 12:00
IV.3.5)Language(s) in which tenders or requests to participate may be drawn up
IV.3.6)Minimum time frame during which the tenderer must maintain the tender

IV.3.7)Conditions for opening of tenders

Persons authorised to be present at the opening of tenders: no

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no

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:
VI.4)Procedures for appeal

VI.4.1)Body responsible for appeal procedures

Anglian Water Services
Thorpe Wood House, Thorpe Wood
PE3 6WT Peterborough
UNITED KINGDOM
Internet address: www.angliawater.co.uk

Body responsible for mediation procedures

Anglian Water
Thorpe Wood House, Thorpe Wood
PE3 6WT Peterborough
UNITED KINGDOM
Internet address: www.angliawater.co.uk

VI.4.2)Lodging of appeals

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

.
UNITED KINGDOM

VI.5)Date of dispatch of this notice:

14.4.2016

 

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