Tender for Information Technology Service Management Tool

Tender for Information Technology Service Management Tool

The association is reaching out to the market to procure a new ITSM tool and respective implementation service.

United Kingdom-Belfast: Software package and information systems

2017/S 228-475281

Contract notice

Services

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Choice Housing Ireland Limited (and its subsidiaries)
37-41 May Street
Belfast
BT1 4DN
United Kingdom
Contact person: Procurement Manager — Kiara Dryden
Telephone: +44 2890441327
E-mail: developmentprogramme@choice-housing.org
NUTS code: UKNInternet address(es):Main address: http://www.choice-housing.org/
I.2)Joint procurement

I.3)Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at: https://www.choice-housing.org/work-with-us/tenders
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted to the abovementioned address

I.4)Type of the contracting authority

Body governed by public law

I.5)Main activity

Housing and community amenities

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

Tender for Information Technology Service Management Tool and Implementation Services.

Reference number: PRN1009

II.1.2)Main CPV code

48000000

II.1.3)Type of contract

Services

II.1.4)Short description:

The Association is reaching out to the market to procure a new ITSM tool and respective implementation services (remote or on-sight). The new ITSM tool is required to address the Association’s functional specifications, and the implementation is required to be undertaken by the vendor or the vendor’s proposed implementation partner.

The Association will ensure the availability of the Association’s IT service delivery manager to suitably support the project and the successful tendering organisation during the implementation of the new ITSM tool.

The Association requires the tendering organisations to submit a pre-qualification response addressing the specifications laid out in the procurement documents.

II.1.5)Estimated total value

Value excluding VAT: 65 000.00 GBP

II.1.6)Information about lots

This contract is divided into lots: no
II.2)Description
II.2.1)Title:
II.2.2)Additional CPV code(s)

II.2.3)Place of performance

NUTS code: UKN

II.2.4)Description of the procurement:

The Association is reaching out to the market to procure a new ITSM tool and respective implementation services (remote or on-sight). The new ITSM tool is required to address the Association’s functional specifications, and the implementation is required to be undertaken by the vendor or the vendor’s proposed implementation partner.

The Association will ensure the availability of the Association’s IT service delivery manager to suitably support the project and the successful tendering organisation during the implementation of the new ITSM tool.

The Association requires the tendering organisations to submit a pre-qualification response addressing the specifications laid out in the procurement documents.

The Association will invite the shortlisted tendering organisations for a 1 day solution presentation during Mo22 to 24th January 2018. This can be provided through teleconferencing. Tendering organisations are required to make themselves available during this timeframe, and the exact date and time of the presentation will be communicated to the shortlisted tendering organisations by Friday 15th December 2017.

The tender is due to be awarded in late January 2018, with the objective of starting the implementation February 2018.

The tendering organisation shall submit a pre-qualification response outlining how the following requirements for the provision of an ITSM tool will be met by the proposed solution:

Incident Management, Ticketing, Reporting and SLA Management

The solution must be able to effectively manage support tickets.

The solution must have workflow capability, and workflow automation.

The solution must support multi-channel engagement with users.

The solution must provide the capability to export data to 3rd party tools.

The solution must have the ability to report on KPI’s, SLA’s and operator performance.

Service Catalogue and Service Request

The solution must provide the ability to publish and use the IT service catalogue to facilitate end-user engagement.

The solution must provide the ability to effectively manage end-user requests.

The solution must have the ability to partially or fully automate end-user requests and approvals.

The solution must have the ability to facilitate multiple types of end-user requests.

Problem, Change, Release Management

The solution must support effective problem management.

The solution must support effective change management including planning and managing the lifecycle of all changes.

The solution should support effective release management.

Access Management

The solution should support effective access management by integrating with Choice Housing ActiveDirectory allowing automated user account update/creation.

Event Management

The solution should support effective event management.

Asset Management

The solution must support effective asset management.

Knowledge Management

The solution must support effective knowledge management.

End-user Self Service Portal

The solution must have end-user self-service functionality including recording, managing and tracking progress of incidents and requests, and attaching documents to incidents and requests.

Additional Features

The solution must be cloud based.

The solution must have the ability to be branded ‘Choice Housing’.

The solution should be accessible from mobile devices for end-users and IT support officers.

Solution training and training material must be provided by the vendor or by a partner of the vendor.

The solution must provide the ability for audit trail.

The solution should have functionality to allow integration to other 3rd party monitoring tools and access systems.

Implementation and Planning

The solution implementation must be led by the vendor or by a partner of the vendor.

The tendering organisation must provide a high level implementation plan detailing key milestones, dependencies, activities and resources requirements.

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: 65 000.00 GBP

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

Duration in months: 60
This contract is subject to renewal: yes
Description of renewals:

Initial 2 year term with a possible extension of 3 years.

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

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: no
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:

To be detailed in the procurement documents.

III.1.2)Economic and financial standing

Selection criteria as stated in the procurement documents

III.1.3)Technical and professional ability

Selection criteria as stated in the procurement documents
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)Description

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: 13/12/2017
Local time: 12:00
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

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

English

IV.2.6)Minimum time frame during which the tenderer must maintain the tender

Duration in months: 4 (from the date stated for receipt of 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

VI.3)Additional information:

The cost of responding to the pre-qualification package (PQQP) and any subsequent tender information and/or participation exercise in the procurement process generally will be borne solely by the economic operator participating. A Memorandum of Information and pre-qualification questionnaire package (PQQP) is available in respect of the project referred to in Section I) above. Economic operators should note that the Contracting Authority reserves the right to cancel this procurement process at any stage. Any expenditure, work or effort undertaken prior to the contract award is at the sole risk of the economic operator participating in this procurement process. All discussions and correspondence will be deemed strictly ‘Subject to Contract’ until a formal contract is entered into. The formal contract shall not be binding until it has been signed and dated by the duly authorised representatives of the parties. Any date given in Section IV) above is a best estimate at the time of dispatch. The Contracting Authority reserves the right to extend any such date. Neither the publication of this Notice nor the employment of any particular terminology or any other indication shall be taken to mean that the Contracting Authority intends to hold itself bound by Directive 2014/24/EU (as Amended) as implemented by the Public Contracts Regulations 2015.

VI.4)Procedures for review

VI.4.1)Review body

High Courts of Justice in Northern Ireland
Royal Courts of Justice, Chichester Street
Belfast
BT1 3JY
United Kingdom

VI.4.2)Body responsible for mediation procedures

High Courts of Justice in Northern Ireland
Royal Courts of Justice, Chichester Street
Belfast
BT1 3JY
United Kingdom
VI.4.3)Review procedure

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

High Courts of Justice in Northern Ireland
Royal Courts of Justice, Chichester Street
Belfast
BT1 3JY
United Kingdom

VI.5)Date of dispatch of this notice:

24/11/2017

 

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