IT Service Desk / Helpdesk System Replacement Tender

IT Service Desk / Helpdesk System Replacement Tender

We are currently using HP Openview 4.5 which is end of life. In order to provide a more efficient service to our large user base we are looking to replace this system. We require an ITIL v3 complaint Servicedesk solution to meet the needs of a busy Servicedesk and team of engineers and technical specialists.

UK-Durham: information technology services

2012/S 209-343835

Contract notice

Works

Directive 2004/18/EC

Section I: Contracting authority

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

County Durham and Darlington NHS Foundation Trust
County Durham Procurement Consortium, University Hospital Of North Durham, North Road
For the attention of: Ryan Lee
DH1 5TW Durham
UNITED KINGDOM
Telephone: +44 1913332751
E-mail: ryan.lee@cddft.nhs.uk
Fax: +44 1913332678

Internet address(es):

General address of the contracting authority: http://events.transaxions.com/service.aspx?event=6401

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: County Durham and Darlington NHS Foundation Trust
County Durham Procurement Consortium, University Hospital Of North Durham, North Road
For the attention of: Ryan Lee
DH1 5TW Durham
UNITED KINGDOM
Telephone: +44 1913332751
E-mail: ryan.lee@cddft.nhs.uk
Fax: +44 1913332678
Internet address: http://events.transaxions.com/service.aspx?event=6401

Tenders or requests to participate must be sent to: County Durham and Darlington NHS Foundation Trust
County Durham Procurement Consortium, University Hospital Of North Durham, North Road
For the attention of: Ryan Lee
DH1 5TW Durham
UNITED KINGDOM
Telephone: +44 1913332751
E-mail: ryan.lee@cddft.nhs.uk
Fax: +44 1913332678
Internet address: http://events.transaxions.com/service.aspx?event=6401

I.2)Type of the contracting authority

Regional or local authority
I.3)Main activity

Health
I.4)Contract award on behalf of other contracting authorities

Section II: Object of the contract

II.1)Description
II.1.1)Title attributed to the contract by the contracting authority:

SP562 – IT Service Desk / Helpdesk System Replacement.
II.1.2)Type of contract and location of works, place of delivery or of performance

Works
NUTS code UKC14,UKC13

II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
II.1.4)Information on framework agreement
II.1.5)Short description of the contract or purchase(s)

Helpdesk System Replacement.
The Health Informatics department at CDDFT NHS Trust support 9000 ICT and telephony users across many sites in County Durham and Darlington.
We are currently using HP Openview 4.5 which is end of life. In order to provide a more efficient service to our large user base we are looking to replace this system.
We require an ITIL v3 complaint Servicedesk solution to meet the needs of a busy Servicedesk and team of engineers and technical specialists. Taking over 300 direct contacts per day via telephone and email, the system must be able to handle workflows across several technology platforms, including web and smart phones.
The system will have capability for end users to log and update incidents online without having to call the Servicedesk. Ability to integrate with SCCM and other systems is essential.
To register interest for this tendering opportunity please visit the following link – http://events.transaxions.com/service.aspx?event=6401.

II.1.6)Common procurement vocabulary (CPV)

72222300, 72253100, 72253000

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

The contract is covered by the Government Procurement Agreement (GPA): no
II.1.8)Lots
II.1.9)Information about variants

Variants will be accepted: yes
II.2)Quantity or scope of the contract
II.2.1)Total quantity or scope:

The Health Informatics department at CDDFT NHS Trust support 9000 ICT and telephony users across many sites in County Durham and Darlington. We are currently using HP Opeview 4.5 which is end of life. In order to provide a more efficient service to our large user base we are looking to replace this system. We require an ITIL v3 complaint Servicedesk solution to meet the needs of a busy Servicedesk and team of engineers and technical specialists. Taking over 300 direct contacts per day via telephone and email, the system must be able to handle workflows across several technology platforms, including web and smart phones. The system will have capability for end users to log and update incidents online without having to call the Servicedesk. Ability to integrate with SCCM and other systems is essential.
To register interest for this tendering opportunity please visit the following link – http://events.transaxions.com/service.aspx?event=6401.

II.2.2)Information about options

Options: no
II.2.3)Information about renewals

This contract is subject to renewal: no
II.3)Duration of the contract or time limit for completion

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:

Appropriate statement from bankers.
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

No special legal form is required, but each supplier will be required to become jointly and severally responsible for the contract before acceptance.
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: To be issued in the next stage of the tendering process.
III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: Copies of Companies Annual Accounts, presentation of balance sheets, if not required to keep audited accounts by the law of the country in which they are established, or other documentation as appropriate if the publication of balance sheets is not required by the law of the country which they are established.
III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
Copies of Training certificates, CRB.
Checks, health and safety, Enviromental Policy / safe working practices and Data Protection Act.
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts
III.3.1)Information about a particular profession
III.3.2)Staff responsible for the execution of the service

Section IV: Procedure

IV.1)Type of procedure
IV.1.1)Type of procedure

Restricted
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate
IV.1.3)Reduction of the number of operators during the negotiation or dialogue
IV.2)Award criteria
IV.2.1)Award criteria
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:

SP562
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

3.12.2012 – 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

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

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no
VI.2)Information about European Union funds
VI.3)Additional information

To register interest for this tendering opportunity please visit the following link – http://events.transaxions.com/service.aspx?event=6401.

VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures
VI.4.2)Lodging of appeals
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:25.10.2012