Enterprise Application Support Services Worcester

Enterprise Application Support Services Worcester

Sanctuary Housing Association wishes to invite suitably experienced solution providers to participate in a tender for the provision of Support for its SAP Enterprise Application Software.

United Kingdom-Worcester: Software programming and consultancy services

2014/S 172-305208

Contract notice


Directive 2004/18/EC

Section I: Contracting authority

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

Sanctuary Housing Association
Group Procurement, Chamber Court, Castle Street
For the attention of: Mr Paul Raymond
WR1 3ZQ Worcester
Telephone: +44 1905334451
E-mail: paul.raymond@sanctuary-housing.co.uk
Fax: +44 1905338700

Internet address(es):

General address of the contracting authority: www.sanctuary-group.co.uk

Address of the buyer profile: www.sanctuary-tenders.co.uk

I.2)Type of the contracting authority

Body governed by public law

I.3)Main activity

Housing and community amenities

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

Enterprise Application Support Services.

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

Service category No 7: Computer and related services
Main site or location of works, place of delivery or of performance: Chamber Court,
Castle Street,
WR1 3ZQ.


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)

Sanctuary Housing Association (SHA) wishes to invite suitably experienced solution providers to participate in a tender for the provision of Support for its SAP Enterprise Application Software.
The service will support around 5 000 users and shall be comprehensively delivered by the Supplier including, but not be limited to the following:
1 Service Management.
2 Application Availability.
3 Configuration Control and Management.
4 Service Transition.
5 System Development and Upgrades.
6 Backups and Disaster Recovery.

Further details are provided in the PQQ Preamble document, available at www.sanctuary-tenders.co.uk

II.1.6)Common procurement vocabulary (CPV)


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

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


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:

1 Service Management
— Provide a Managed Service Desk accessible 24 hours a day 7 days a week that is compliant with recognised Industry Standards and encompasses all support processes including Incident Management, Service Requests, Problem Management and Change Management.
— Provide a 1st, 2nd and 3rd line SAP functional and technical support service following triage from an existing IS Service Desk and other non-SAP IS services.— Provide SAP database and applications maintenance, performance monitoring and BASIS support.
— Provide system performance reporting in real-time.
— Provide Active Service Delivery management including co-ordination of all activities and services, escalation management, and organisation of regular Service Delivery Management meetings.
— Provide integration between an existing ITBM system (Landesk v7.7) and the managed service providers ITBM system.
— Maintain a knowledge base of known issues and solutions to allow end users to access self-help.
2 Application Availability
— Perform system monitoring to ensure the delivery of 99.9 % availability or higher for the in-scope SAP components.
3 Configuration Control and Management
— Implement all appropriate and necessary releases and patches in accordance with SHA policy to maintain system availability, performance, security, resilience and integrity.
— Maintain and keep up to date all system design and configuration documentation in line with industry standards and best practice.
4 Service Transition
— Engage with our SAP System Implementers to acquire knowledge, skills, data and documentation associated with the OneSanctuary SAP implementation.
— Develop, drive and implement a service transition plan that ensures the transfer of support responsibilities from supplier to supplier is effective and reliable and completed by Service Go Live.
5 System Development and Upgrades
— Provide the capability to offer additional services to SHA with regards to SAP development and SAP Integration design, build and testing.
— Provide qualified, available and experienced resources (both technical and non-technical) with knowledge of SAP implementations and relevant SAP modules to provide and support the core service, and to resource and implement approved projects.
— Assist with upgrading, replacing, or otherwise changing SAP components.
6 Backups and Disaster Recovery
— Manage and provide in-scope data and system back-ups and restores.
7 Work as partners with SHA
— Be flexible and agile, pro-actively responding to changing business requirements and emerging technical innovations.
— Work with SHA to effectively manage business and technology change.
— Embody an ethos of Continual Service improvement.
— Provide support to the development of the in-house team.
Expected Duration of the contract:
3 months Service Transition from award to go-live,
36 months initial term with options to extend for 2 further periods of 12 months.
Estimated value excluding VAT:
Range: between 6 000 000 and 25 000 000 GBP

II.2.2)Information about options

Options: no
II.2.3)Information about renewals

II.3)Duration of the contract or time limit for completion

Duration in months: 63 (from the award of the contract)

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract

III.1.1)Deposits and guarantees required:

SHA reserves the right to require deposits, parent company guarantees, bonds or other forms of security as may be required. Further details will be provided with the contract documents.

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

The main terms will be detailed in the form of contract which will be provided to all bidders invited to participate in the Tender.

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

SHA reserves the right to require groupings of entities to take a particular form, or to require one party to undertake primary legal liability or to require that each party provides joint and/or several liability.

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: Any supplier may be disqualified who:
(a) is bankrupt or is being wound up, where his affairs are being administered by the court, where he has entered into an arrangement with creditors, where he has suspended business activities or is in any analogous situation arising from a similar procedure under national laws and regulations;
(b) is the subject of proceedings for a declaration of bankruptcy, for an order compulsory winding up the administration by the court or of an arrangement with creditors or of any other similar proceedings under national laws and regulations;
(c) has been convicted by a judgement which has the force of res judicata in accordance with the legal provisions of the country of any offence concerning his professional conduct;
(d) has been guilty of grave professional misconduct proven by any means which the contract authorities can demonstrate;
(e) has not fulfilled obligations relating to the payment of social security contributions in accordance with the legal provisions of the country in which he is established or with those of the country of the contracting authority;
(f) has not fulfilled obligations relating to the payment of taxes in accordance with the legal provisions of the country in which he is established or with those of the country of the contracting authority;
(g) is guilty of serious misrepresentation in supplying the information required under this Section or has not supplied such information;
(h) has been the subject of a conviction for participation in a criminal organization, as defined in Article 2(1) of Council Joint Action 98/733/JHA;
(i) has been the subject of a conviction for corruption, as defined in Article 3 of the Council Act of 26 May 1972 and Article 3(1) of Council Joint Action 98/742/JHA3 respectively;
(j)has been the subject of a conviction for fraud within the meaning of Article 1 of the Convention relating to the protection of the financial interests of the European Communities;
(k) has been the subject of a conviction for money laundering, as defined in Article 1 of Council Directive 91/308/EEC of 10 June 1991 on prevention of the use of the financial system for the purpose of money laundering.
See PQQ for further details.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: (a) appropriate statements from banks or, where appropriate, evidence of relevant professional risk indemnity insurance;
(b) the presentation of balance-sheets or extracts from the balance-sheets, where publication of the balance-sheet is required under the law of the country in which the economic operator is established;
(c) a statement of the undertaking’s overall turnover and, where appropriate, of turnover in the area covered by the contract for a maximum of the last 3 financial years available, depending on the date on which the undertaking was set up or the economic operator started trading, as far as the information of these turnovers is available.
See PQQ for further details.
Minimum level(s) of standards possibly required: See PQQ for further details.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
(b) a list of the principal deliveries effected or the main services provided in the past 3 years, with the sums, dates and recipients, whether public or private, involved. Evidence of delivery and services provided shall be given: — where the recipient was a contracting authority, in the form of certificates issues or countersigned by the competent authority, — where the recipient was a private purchaser, by the purchaser’s certification or, failing this, simply by a declaration by the economic operator;
(c) an indication of the technicians or technical bodies involved, whether or not belonging directly to the economic operator’s undertaking, especially those responsible for quality control and, in the case of public works contracts, those upon whom the contractor can call in order to carry out the work;
(d) a description of the technical facilities and measures used by the supplier or service provider for ensuring quality and the undertaking’s study and research facilities;
(e) where the products or services to be supplied are complex or, exceptionally, are required for a special purpose, a check carried out by the contracting authorities or on their behalf by a competent official body of the country in which the supplier or service provider is established, subject to that body’s agreement, on the production capabilities of the supplier or the technical capacity of the service provider and, if necessary, on the means of study and research which are available to it and the quality control measures it will operate;
(f) the educational and professional qualifications of the service provider or contractor and/or those of the undertaking’s managerial staff and, in particular, those of the person or persons responsible for providing the services or managing the work;
(g) for public works contracts and public services contracts, and only in appropriate cases, and indication of the environmental management measures that the economic operator will be able to apply when performing the contract;
(h) a statement of the average annual manpower of the service provider or contractor and the number of managerial staff for the last 3 years;
(i) a statement of the tools, plant or technical equipment available to the service provider or contractor for carrying out the contracts;
(j) an indication of the proportion of the contract which the services provider intends possibly to subcontract;
See PQQ for further details.
Minimum level(s) of standards possibly required:
See PQQ for further details.
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts

III.3.1)Information about a particular profession

Execution of the service is reserved to a particular profession: no

III.3.2)Staff responsible for the execution of the service

Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: yes

Section IV: Procedure

IV.1)Type of 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

Envisaged minimum number 5: and maximum number 8
Objective criteria for choosing the limited number of candidates: See PQQ for further details.
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:


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

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

9.10.2014 – 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

IV.3.7)Minimum time frame during which the tenderer must maintain the tender
IV.3.8)Conditions for opening of tenders

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

It is considered that the contracts to which this notice relates will be Part A Services contracts under the Public Contract Regulations 2006 (as amended). The process by which the procurement will be undertaken will be set out in tender documentation and will be compatible with all applicable EU Laws.
If you wish to register an interest and be considered to tender for this contract, you must follow the steps below:
— Register your organisation, free of charge, via the link below:


You must submit a completed Pre-Qualification Questionnaire (PQQ) via the Authority’s e-tendering portal at the above address, no later than the date detailed in IV.3.4.
Completed PQQs may be submitted at any time before the closing date.
Please note that PQQs cannot be submitted after the closing date.
Potential providers must keep their contact details on the e-tendering portal up to date or they may be unable to receive communications from SHA.
All communications regarding this opportunity shall be via the e-tendering portal.

VI.4)Procedures for appeal

VI.4.1)Body responsible for appeal procedures

HM Courts and Tribunal Service
High Court, Royal Courts of Justice, The Strand
WC2A 2LL London
Telephone: +44 2019476000
Internet address: www.hmcourts-service.gov.uk

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: The Authority will incorporate a minimum 10 calendar day standstill period at the point information on the award of the contract is communicated to tenderers.
Applicants who are unsuccessful shall be informed by the Authority as soon as possible after the decision has been made as to the reasons why the Applicant was unsuccessful. If an appeal regarding the award of the contract has not been successfully resolved, The Public Contracts Regulations 2006 (SI 2006 No. 5), as amended provide for aggrieved parties who have been harmed or are at risk of harm by breach of the rules to take legal action. Any such action must be brought within the applicable limitation period. Where a contract has not been entered into, the Court may order the setting aside of the award decision or order the authority to amend any document and may award damages. If the contract has been entered into the Court may, depending on the circumstances, award damages, make a declaration of ineffectiveness, order the Authority to pay a fine, and/or order that the duration of the contract be shortened. The purpose of the standstill period referred to above is to allow the parties to apply to the Courts to set aside the award decision before the contract is entered into.
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice: