Supply Help Desk Software

Supply Help Desk Software

LJMU wishes to replace the system with one that addresses the interface deficiencies of SDE, while providing a level of flexibility that will allow it to fully realise the value of its investment in the replacement system.

United Kingdom-Liverpool: Helpdesk and support services

2015/S 149-274980

Contract notice

Supplies

Directive 2004/18/EC

Section I: Contracting authority

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

Liverpool John Moores University
Finance, Kingsway House, Hatton Garden
For the attention of: Mr Shaun McDonald, Procurement Officer
L3 2AJ Liverpool
UNITED KINGDOM
Telephone: +44 1519046495
E-mail: s.p.mcdonald@ljmu.ac.uk

Internet address(es):

General address of the contracting authority: www.ljmu.ac.uk

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

Education

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)Description

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

LJMU 15/15 Help Desk System.

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

Supplies
Main site or location of works, place of delivery or of performance: Liverpool John Moores University — as a corporate software/support service to all LJMU sites.

NUTS code UKD52

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)

Liverpool John Moores University (LJMU) is currently using BMC Service Desk Express Version 10.1. (SDE)
The system currently supports its asset & configuration management, incident/service request management, change management and knowledge management processes, in addition to a significant number of bespoke, related processes such as disposal of obsolete or redundant equipment, management of spare parts stock and the granting of access to key business systems.
The software has been upgraded through several versions since the original implementation of Support Magic in 1998, and has been customised and configured heavily to exploit a wide range of its functionality. In particular, the extremely flexible nature of the system’s E-mail interface and work-flow capability has been utilised extensively to provide a very effective and extensible service management solution. However, it lacks some modern features such as a viable self-service portal, service catalogue representation, social media integration and mobile device interfaces. It has also been declared ‘end-of-life’ by the vendor, so will not be developed any further.
LJMU wishes to replace the system with one that addresses the interface deficiencies of SDE, while providing a level of flexibility that will allow it to fully realise the value of its investment in the replacement system, and allow it to extend use of that system to a much wider range of users, including but not limited to the University’s Estate Management team.

II.1.6)Common procurement vocabulary (CPV)

72253000

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

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

II.1.8)Lots

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:

The successful supplier will be able to provide a solution that not meets LJMU’s operational requirements, but also provides the consultancy and support services to enable an efficient installation. The successful supplier will be able to provide project management methodology that allows for design/scoping, testing, commissioning, data migration, integration and user training, as well as ongoing support.
Estimated value excluding VAT:
Range: between 225 000 and 300 000 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

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract

III.1.1)Deposits and guarantees required:

As detailed in the ITT documents.

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

As detailed in the ITT documents.

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

As detailed in the ITT documents.

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: In accordance with the requirements of the Public Contracts Regulations 2015 (PCR 2015).

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: In accordance with the requirements of the Public Contracts Regulations 2015 (PCR 2015).

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
In accordance with the requirements of the Public Contracts Regulations 2015 (PCR 2015).
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts
III.3.1)Information about a particular profession
III.3.2)Staff responsible for the execution of the service

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:

LJMU 15/15 Help-desk System.

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

no

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: 25.8.2015 – 17:00
Payable documents: no

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

4.9.2015 – 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

Duration in months: 6 (from the date stated for receipt of tender)

IV.3.8)Conditions for opening of tenders

Date: 4.9.2015 – 12:00

Place:

Procurement Office, LJMU Kingsway House, Hatton Garden, Liverpool, L3 2AJ.

Persons authorised to be present at the opening of tenders: yes
Additional information about authorised persons and opening procedure: Staff from LJMU Procurement team and IT Services.

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

Potential suppliers must request set of tender documentation by email only — All requests to s.p.mcdonald@ljmu.ac.uk

Requests for documents must be received by 17:00 Tuesday 25.8.2015.
Completed submissions must be received by 12 noon Friday 4.9.2015.

VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures
VI.4.2)Lodging of appeals
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:

31.7.2015

Enjoyed this post? Share it!