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
Section I: Contracting authority
I.1)Name, addresses and contact point(s)
City House, 126-130 Hills Road
Contact point(s): www.geant-procurement.net
For the attention of: Procurement Manager
CB2 1PQ Cambridge
Telephone: +44 1223371300
Fax: +44 1223371371
General address of the contracting authority: www.geant.org
Address of the buyer profile: www.geant-procurement.net
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
I.4)Contract award on behalf of other contracting authorities
Section II: Object of the contract
II.1.1)Title attributed to the contract by the contracting authority:
II.1.2)Type of contract and location of works, place of delivery or of performance
II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
II.1.5)Short description of the contract or purchase(s)
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)
II.1.7)Information about Government Procurement Agreement (GPA)
II.1.9)Information about variants
II.2.1)Total quantity or scope:
II.2.2)Information about options
II.2.3)Information about renewals
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
Section III: Legal, economic, financial and technical information
III.1.1)Deposits and guarantees required:
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
III.1.4)Other particular conditions
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 www.geant-procurement.net
If you have not yet registerd on the e-Procurement platform, this can be done online at www.geant-procurement.net 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 www.geant-procurement.net Once you have registerd at www.geant-procurement.net 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 email@example.com 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: www.geant-procurement.net using the instructions detailed in III.2.1.
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 www.geant-procurement.net using the instructions detailed in III.2.
III.3.1)Information about a particular profession
III.3.2)Staff responsible for the execution of the service
Section IV: 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
Objective criteria for choosing the limited number of candidates: As stated in SQ.
IV.2.2)Information about electronic auction
IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document
IV.3.4)Time limit for receipt of tenders or requests to participate
IV.3.6)Language(s) in which tenders or requests to participate may be drawn up
Section VI: Complementary information
VI.1)Information about recurrence
VI.2)Information about European Union funds
Reference to project(s) and/or programme(s): RI-605243 — GN3PLUS.
VI.4.2)Lodging of appeals
VI.4.3)Service from which information about the lodging of appeals may be obtained
High Court (England, Wales and Northern Ireland)
VI.5)Date of dispatch of this notice: