Contract for an Information Technology Service Management System

Contract for an Information Technology Service Management System

This contract is for the provision of a cloud-based IT service management system which supports agile working with a strong focus on customer self-service.

United Kingdom-Durham: Software package and information systems

2020/S 149-366557

Contract notice


Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Official name: Durham County Council
Postal address: Corporate Procurement, County Hall
Town: Durham
Postal code: DH1 5UL
Country: United Kingdom
Contact person: Gavin Burrell
Internet address(es):Main address:

Address of the buyer profile:

I.2)Information about joint procurement


The procurement documents are available for unrestricted and full direct access, free of charge, at:
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via:

I.4)Type of the contracting authority

Regional or local authority

I.5)Main activity

General public services

Section II: Object

II.1)Scope of the procurement


Contract for an Information Technology Service Management System

Reference number: DN489926

II.1.2)Main CPV code

48000000 Software package and information systems

II.1.3)Type of contract


II.1.4)Short description:

This contract is for the provision of a cloud-based IT service management system which supports agile working with a strong focus on customer self-service, guided assistance and instant message-based interactions in addition to the traditional ticketing and workflow system. The Council are seeking to procure a clean, modern and intuitive ITSM platform which can provide enterprise service management features that may, at sole and absolute discretion of the Council, allow their use beyond the traditional ICT arena enabling services such as HR, facilities and contact centres to benefit from the workflow, automation, self-service and customer management features on offer. Acquiring a solution that can potentially be deployed throughout the Council will allow a more joined up approach to service delivery processes with a standardised look and feel across all service access portals.

II.1.5)Estimated total value

Value excluding VAT: 1 500 000.00 GBP

II.1.6)Information about lots

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

II.2.3)Place of performance

NUTS code: UKC14 Durham CC
Main site or place of performance:

County Durham.

II.2.4)Description of the procurement:

This contract is initially for the ITSM system and will be let in the first instance on a 3-year contract with scope to extend for a further 3 years and continue annually thereafter (to a maximum length of 15 years). The estimated value of the contract in this OJEU notice has taken into account the potential length and scope of the contract. Any extensions will be subject to budget availability within the Council. Therefore the GBP 1 500 000 is not the budget available for the ITSM for it’s initial contract term. It is the estimated spend for the potential life of the contract. This procurement will be an open tender with the following price/quality split (35%/65%) and will include system demonstrations as part of the evaluation. Further details of the procurement can be found on the NEPO Portal ( — project Ref: DN489926.

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: 1 500 000.00 GBP

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

Duration in months: 180
This contract is subject to renewal: yes
Description of renewals:

The initial contract period is 36 months followed by an option to extend for a further 36 months stated above with annual renewals thereafter (subject to budget availability) to a maximum contract length of 15 years (180 months).

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
III.1.2)Economic and financial standing
III.1.3)Technical and professional ability
III.1.5)Information about reserved contracts
III.2)Conditions related to the contract
III.2.2)Contract performance conditions:
III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure


IV.1.1)Type of procedure

Open 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: no
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: 31/08/2020
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:

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

IV.2.7)Conditions for opening of tenders

Date: 01/09/2020
Local time: 08:30

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:
VI.4)Procedures for review

VI.4.1)Review body

Official name: The High Court of England and Wales
Postal address: 7 Rolls Buildings, Fetter Lane
Town: London
Postal code: EC4A 1NL
Country: United Kingdom
E-mail: address:
VI.4.2)Body responsible for mediation procedures

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:

The contracting authority incorporated a standstill period at the point information of the award of the contract was communicated to bidders. That notification provided full information on the award decision. The standstill period which was for a minimum of 10 calendar days, provided time for the unsuccessful bidder to challenge the award decision before the contract is entered into. The Public Regulations 2015 provide the aggrieved parties who have been harmed or at risk of harm by a breach of the rules to take action in the High Court(England,Wales and Northern Ireland).

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

VI.5)Date of dispatch of this notice: