IT Managed Support Services Tender – London
Service Desk providing triage and First Line support services.
United Kingdom-London: IT services: consulting, software development, Internet and support
2018/S 164-374802
Contract notice
Services
Directive 2014/24/EU
Section I: Contracting authority
I.1)Name and addresses
409-413 Mile End Road
London
E3 4PB
United Kingdom
Telephone: +44 1942725438
E-mail: nathan@clarityprocurement.co.uk
NUTS code: UKI
I.3)Communication
I.4)Type of the contracting authority
I.5)Main activity
Section II: Object
II.1.1)Title:
IT Managed Support Services
II.1.2)Main CPV code
II.1.3)Type of contract
II.1.4)Short description:
Gateway Housing is seeking to appoint a supplier to manage the support of its IT service. This will include provision of an on-site resource for each working day of the year who will resolve day-to-day issues and undertake project work as time permits. This must be reinforced by an off-site second and third line resolver function and an off-site Service Desk for logging calls. The Supplier will also be expected to monitor key services such as the servers, storage and networks with the capability to respond to alerts and alarms on a 24×7 basis.
II.1.5)Estimated total value
II.1.6)Information about lots
II.2.2)Additional CPV code(s)
II.2.3)Place of performance
London
II.2.4)Description of the procurement:
The key objective associated with the Contract is to appoint a single Supplier to provide:
Service Desk providing triage and First Line support services supported by an On-Site Resource and appropriate resolver groups to support and manage all in-scope services;
A permanent On-Site Resource, provided each and every working day, and primarily focused on desk-side support and to provide other First, Second and Third Line support and in-scope project-related activities;
First line support for line of business applications with the ability to pass relevant calls to the application providers under application support contracts which Gateway has in place and for which Gateway is responsible;
Additional staff working either on-site or remotely to support the On-Site resource in delivering the in-scope support and project activities;
Escalation point for the On-Site Resource to access Second and Third Line resolver group activities where resolution is beyond the Resource’s primary skills and capabilities;
Senior engineers who can provide support and assist with projects which are outside the primary technical capabilities of the On-Site Resource, with on-site attendance by suitably qualified personnel to resolve such issues as and when required;
Maintenance and support services (break/fix) as escalated by either Gateway Housing or the Supplier’s support teams and as necessary using the services contracted thorough third-party extended warranties, etc;
Consultancy and advisory services to ensure that the infrastructure services remain fit for purpose during the Contract Term and to support the implementation of any new business applications and changes in working practice;
Proactive monitoring of core infrastructure services including infrastructure located Gateway Housing’s server room and the WAN/Internet connection;
Managing backups and business continuity (disaster recovery);
Change Control; and
Assistance with new projects.
The project relates to the support of Gateway Housing’s infrastructure, including standard Microsoft and other utility software, operating systems, networks, servers, storage devices, desktop devices, mobile phones, firewalls and other security services and other relevant services and devices as detailed in the Tender Documentation.
II.2.5)Award criteria
II.2.6)Estimated value
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
It is envisaged that the Contract with the successful Bidder shall last for an initial period of three (3) years, with an option to extend at Gateway Housing Association’s sole discretion for a further two (2) periods of one (1) year each, giving a total potential term of up to five (5) years.
II.2.9)Information about the limits on the number of candidates to be invited
II.2.10)Information about variants
II.2.11)Information about options
It is envisaged that the Contract with the successful Bidder shall last for an initial period of three (3) years, with an option to extend at Gateway Housing Association’s sole discretion for a further two (2) periods of one (1) year each, giving a total potential term of up to five (5) years.
II.2.13)Information about European Union funds
Section III: Legal, economic, financial and technical information
III.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
Selection criteria as stated in the procurement documents
III.1.2)Economic and financial standing
III.1.3)Technical and professional ability
III.2.2)Contract performance conditions:
As stated in the Contract Conditions
Section IV: Procedure
IV.1.1)Type of procedure
IV.1.8)Information about the Government Procurement Agreement (GPA)
IV.2.2)Time limit for receipt of tenders or requests to participate
IV.2.4)Languages in which tenders or requests to participate may be submitted:
Section VI: Complementary information
VI.1)Information about recurrence
Subject to extension, 5 years from the contract award date
VI.3)Additional information:
The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement.
This tender is being administered on behalf of Gateway Housing Association by Clarity Procurement Solutions Limited.
Potential Applicants wishing to participate in this tender opportunity are requested to:
Download and read the Invitation to Tender Document and supporting appendices to familiarise yourselves with Gateway Housing Association’s requirements
Download and read the Selection Questionnaire Instructions and Guidance Document
Download and complete the Selection Questionnaire Document
Submit a completed Selection Questionnaire Document in accordance with the Selection Questionnaire Instructions, noting the submission deadline of 12:00 hours on 24/09/2018
Potential Applicants must not complete or submit the Invitation to Tender Document and supporting appendices at this stage
For more information about this opportunity, please visit the Delta eSourcing portal at:
To respond to this opportunity, please click here:
https://www.delta-esourcing.com/respond/2987G5W7SR
GO Reference: GO-2018824-PRO-13073119
VI.4.1)Review body
London
United Kingdom
VI.4.3)Review procedure
Gateway Housing Association will enter into the contract following a minimum 10 calendar day standstill period, starting on the day after the notification of the result. The Public Contracts Regulations 2015 (SI 2015/102) (as amended) (the Regulations) provide for aggrieved parties who have been harmed or who are at risk of harm by a breach of the Regulations to bring proceedings in the High Court. Any such proceedings must be brought within the limitation period specified by the Regulations according to the remedy sought.
VI.4.4)Service from which information about the review procedure may be obtained
London
United Kingdom
VI.5)Date of dispatch of this notice: