Single Supplier Service Desk Contract

Single Supplier Service Desk Contract

We aim to establish a contract with a single supplier of 1st line Service Desk function as part of the
Operations Centre, for a maximum term of up to 4 years.

United Kingdom-Cambridge: Helpdesk services

2017/S 063-119230

Contract notice


Directive 2004/18/EC

Section I: Contracting authority

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

GEANT Limited
City House, 126-130 Hills Road
Contact point(s):
For the attention of: Procurement Manager
CB2 1PQ Cambridge
United Kingdom
Telephone: +44 1223371300
Fax: +44 1223371371

Internet address(es):

General address of the contracting authority:

Address of the buyer profile:

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

Specifications and additional documents (including documents for competitive dialogue and 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)Type of the contracting authority

Body governed by public law

I.3)Main activity

Other: research and education networks

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

The contracting authority is purchasing on behalf of other contracting authorities: no

Section II: Object of the contract


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

GEANT Service Desk 2017.

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

NUTS code

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)

We aim to establish a contract with a single supplier of 1st line Service Desk function as part of the
Operations Centre, for a maximum term of up to 4 years.
The Service Desk (SD) provides a 24x7x365 service as the first point of contact for all new incidents. The Service Desk is currently outsourced to a telecommunications managed services provider.
The Service Desk’s responsibilities are to:
— Manage telephone calls from users, vendors and suppliers such as NRENs, equipment vendors, housing facilities, peer NOCs, field engineers, etc.;
— Manage emails from users, vendors and suppliers such as NRENs, equipment vendors, housing facilities, peer NOCs, field engineers, etc.;
— Create and distribute email distributed tickets for incidents displayed by the GÉANT Network Management Systems and progress/update or escalate these accordingly to resolution.
— Carry out basic fault isolation of certain incidents as prescribed by work procedures and raise tickets with appropriate users and resolver groups;
— Monitor ticket/incident progress and update tickets according to contracted SLAs: SLAs between GEANT and the SD provider will exist as well as GEANT’s publicised GOC response SLAs and incident resolution SLAs.
— Provide updates as appropriate to users (normally by email from the ticket system);
— Carry out various ad-hoc tasks such as arranging access with site providers for engineers and managing equipment delivery arrangements with sites;
— Conduct quarterly service reviews;
— Provide monthly reports based on information from the GEANT Ticket System and the supplier’s own systems as appropriate and in line with GEANT requirements. Typically, the supplier will be required to provide telephony statistics as per this document.
The Operations Centre generates approximately 1350 tickets per quarter of which approximately 20 % are generated outside of core office hours (0700-2100 Monday — Friday CET or CEST). Currently an NMS incident will result in a partially created ticket in the GEANT Trouble Ticket System (TTS). The SD is responsible for completing various ticket details and distributing the notification via the TTS. The working language of the 1st line Service Desk must be English.
Service Level Guarantees (SLGs) are set against ticket response times. Typically these are 15 minutes for the completion and distribution of a ticket resulting from an NMS flagged incident, 15 minutes to respond to a user’s email with a template response and 90 minutes to react to a notification of maintenance. These are set out later in this document.
All tools required by the SD are provided by GEANT. The tool set is 100 % portable and comprises of:
— Web based portals for:
a. Network management system (NMS);
b. Trouble Ticket System (TTS);
c. Inventory Database;
d. Looking Glass system;
e. Optical Network Management Portal;
f. Supplier Portals:
— Client based Graphical Network Visualisation tool. The client is provided.
— Process documentation, to be kept on the SD provider’s document management system under agreed change control procedures.

II.1.6)Common procurement vocabulary (CPV)

72253100, 64216210

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

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


This contract is divided into lots: no

II.1.9)Information about variants

Variants will be accepted: no
II.2)Quantity or scope of the contract

II.2.1)Total quantity or scope:

See II.1.5.

II.2.2)Information about options

Options: no

II.2.3)Information about renewals

This contract is subject to renewal: yes
Number of possible renewals: Range: between 1 and 3
In the case of renewable supplies or service contracts, estimated timeframe for subsequent contracts:
in months: 12 (from the award of the contract)

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

Duration in months: 12 (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:

Participants will be advised if this is necessary during the procurement. Parent company and/or other guarantees of performance and financial stability may be required by GEANT or proposed by participants if considered appropriate.
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

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

No specific legal form is required but if a contract is awarded to a consortium, GEANT may require the consortium to form a separate legal entity before entering into any Contract.

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

Information and formalities necessary for evaluating if the requirements are met: Information and formalities necessary for evaluating if the requirements are met: Candidates’ personal situation will be assessed on the basis of information provided in response to a Selection Questionnaire. This procurement will be managed electronically via GEANT’s e-Procurement platform where all tender documents can be found. To participate in this procurement, participants must first be registered on

If you have not yet registerd on the e-Procurement platform, this can be done online at Please note that, to register, you must have a valid DUNS number (as provided by Dun and Bradstreet) for the organisation which you are registering, who will be entering into a contract if invited to do so. Full instructions for registgration and use of the system can be found at Once you have registerd at a registered user can express an interest for a specific procurement. For technical assistance on use of GEANT’s e-Procurement platform, please refer to the help guides that are available on the right hand side of the screen when registering. If these do not resolve your query, please contact Responses must be submitted by the date in IV.3.4.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: Candidates’ economic and financial capacity will be assessed according to the criteria set out within the selection questionnaire (SQ). The SQ can be accessed at: using the instructions detailed in III.2.1.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:

Candidates’ technical capacity will be assessed according to the criteria set out within the SQ. The SQ can be downloaded from using the instructions detailed in III.2.

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


IV.1.2)Limitations on the number of operators who will be invited to tender or to participate

Envisaged minimum number 5
Objective criteria for choosing the limited number of candidates: As stated in SQ.
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:
IV.3.2)Previous publication(s) concerning the same contract

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

Payable documents: no

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

24.4.2017 – 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

IV.3.7)Minimum time frame during which the tenderer must maintain the tender
IV.3.8)Conditions for opening of tenders

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: yes
Reference to project(s) and/or programme(s): RI-605243 — GN3PLUS.
VI.3)Additional information
VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: GEANT will incorporate a standstill period at the point information on the award of the contract is communicated to tenderers. That notification will provide full information on the award decision. The standstill period, which will be for a minimum of 10 calendar days, provides time for unsuccessful tenderers to challenge the award decision before the contract is entered into. The Public Contracts Regulations 2006 (SI 2006 No 5) 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).

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

High Court (England, Wales and Northern Ireland)
United Kingdom

VI.5)Date of dispatch of this notice:



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