Transport for London Service Desk Tender
This contract is for the provision of a primary IT service desk, providing a single point of contact for IT incidents, service requests and queries. The services include, but will not be limited to escalations management and out of hours major incident management.
United Kingdom-London: IT services: consulting, software development, Internet and support
Section I: Contracting authority
I.1)Name, addresses and contact point(s)
Transport for London
100 Petty France
Contact point(s): Procurement Operations
For the attention of: Hitesh Mistry
SW1H 0BD London
General address of the contracting authority: www.tfl.gov.uk
Electronic access to information: https://eprocurement.tfl.gov.uk/epps/home.do
Electronic submission of tenders and requests to participate: https://eprocurement.tfl.gov.uk/epps/home.do
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
Service category No 7: Computer and related services
NUTS code UKI
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)
II.1.6)Common procurement vocabulary (CPV)
72000000, 72100000, 72200000, 72300000, 72220000, 72222300, 72225000, 72246000, 72251000, 72253000, 72253100, 72253200, 72250000,72266000, 72500000, 72510000, 72600000, 32500000, 50300000
II.1.7)Information about Government Procurement Agreement (GPA)
II.1.9)Information about variants
II.2.1)Total quantity or scope:
Services will include, but will not be limited to:
— Providing a single point of contact for all IT incidents, some catalogue service requests and queries.
— Receiving and validate incidents, requests and queries via multiple mediums (telephone, email, web portal, instant messaging).
— Log, categorise and track incidents and requests in TfL’s Remedy IT Service Management (ITSM) tool.
— Providing first level incident diagnosis and, resolution for pre-determined categories utilising remote support tools (First Call Fix FCF).
— Incident and request assignment and routing.
— Providing first level service request completion for pre-determined categories.
— Performing user and system administration to include but not limited to:- Authentication; Email; Group /share; Remote access; Print queue; Remote software deployment (FCF).
— Maintaining Configuration Management System (CMS) as appropriate.
— Escalation and complaint acknowledgement and routing (end to end Escalation Management – to include monitoring escalations mailbox, responding to users escalating incidents/requests, chasing resolving teams for updates, keeping the user informed, ensuring closure within escalation SLA).
— Progress communication and reporting.
— Creation and maintenance of knowledge management database and scripts.
— Participation in major incident and problem management (Providing an out of hours end to end Major Incident Management MIM service to mirror the internal TfL MIM service provided in hours. Duties will include:- end to end management of major incidents, issuing business communications to the entire TfL estate or specific targetted comms as appropriate, provide updates to specific TfL senior management, facilitiate and chair technical and management bridges, ensure all major incidents are resolved within SLA where possible. providing ad hoc updates to senior management and regular scheduled updates within SLA to IM via email/text.
— Other related services.
Estimated value excluding VAT:
Range: between 10 000 000 and 15 000 000 GBP
II.2.2)Information about options
Description of these options: Provisional timetable for recourse to these options (from the award of the contract)3.
II.2.3)Information about renewals
Number of possible renewals: 1
In the case of renewable supplies or service contracts, estimated timeframe for subsequent contracts:
in months: 60 (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.1.4)Other particular conditions
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
The Authority’s requirement will be sent out in the Pre Qualification Questionnaire documents.
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
IV.2.2)Information about electronic auction
IV.3.1)File reference number attributed by the contracting authority:
IV.3.2)Previous publication(s) concerning the same contract
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.2)Information about European Union funds
The Contracting Authority reserves the right to withdraw from the procurement process and may award contracts in whole, in part, or not at all as a result of the competition called for by this notice and may amend the scope of services and / or content of lots during the procurement process or at any time during the term of any contract awarded.
The Contracting Authority shall not be liable for any costs or expenses incurred by any Economic Operators in considering and/or responding to the procurement process. All discussions and meetings will be conducted in English. Tenders and supporting documents must be priced in sterling and all payments made under the contracts will be in sterling.
The Contracting Authority intends to use electronic means including the internet in carrying out the procurement process.
The Contracting Authority strongly supports and implements the Greater London Authority Group Responsible Procurement Policy. Details about the policy can be found on www.london.gov.uk/priorities/business-economy/vision-and-strategy/focus-areas/responsible-procurement. Further details as to the application of the Greater London Authority Group Responsible Procurement Policy to this procurement will be set out in the tender documents.
The Economic Operator appointed may also be required to extend the scope services to support any shared services initiatives with TfL and any other GLA Functional Bodies.
The contract will be up to 48 months following transition.
VI.4.2)Lodging of appeals
Any appeal or request for additional information should be sent to the name and address in Section I.1. 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.5)Date of dispatch of this notice: