Managed IT Support Services  Tender – First Trenitalia West Coast Rail Ltd

Managed IT Support Services Tender – First Trenitalia West Coast Rail Ltd

To provide IT service desk with incident management.

United Kingdom-London: Information technology services

2020/S 212-520749

Contract notice – utilities


Legal Basis:

Directive 2014/25/EU

Section I: Contracting entity

I.1)Name and addresses

Official name: First Trenitalia West Coast Rail Ltd
National registration number: 10349442
Postal address: 4th Floor Capital House, 25 Chapel Street
Town: London
Postal code: NW1 5DH
Country: United Kingdom
Contact person: Pardeep Dubb
Telephone: +44 7920530473
Internet address(es):
Main address:


Access to the procurement documents is restricted. Further information can be obtained at:
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted to the abovementioned address

I.6)Main activity

Railway services

Section II: Object

II.1)Scope of the procurement


Provision of Managed IT Support Services (First Line Support)


II.1.2)Main CPV code

72222300 Information technology services

II.1.3)Type of contract


II.1.4)Short description:

24/7 IT Service desk — first line 24/7 IT service desk with management of all incident and requests plus ITIL, third party vendor and escalation management. Service should incorporate promotion of self service.


II.1.5)Estimated total value

Value excluding VAT: 2 500 000.00 GBP

II.1.6)Information about lots

This contract is divided into lots: no

II.2.3)Place of performance

Main site or place of performance:



II.2.4)Description of the procurement:


— IT service desk,

— Use of AWC service now instance for all ITIL processes,

— Operating 24/7 first line support,

— Core support hours 7 a.m.-7 p.m. Monday-Friday exc. Christmas and Boxing Day,

— OOH support covering all other times,

— P1/P2 incident resolution 24/7 via major incident management process,

— supplier location, no requirement to be on AWC site unless planned training,

— support business employees (~3800) with all IT support requirements.

The Franchisee shall maintain and comply with a procurement policy that is consistent with all requirements (including all publication or notification requirements that apply from time to time) of the Utilities Contracts Regulations 2016 (‘Procurement Policy’). The Franchisee shall act in accordance with such Procurement Policy in relation to all processes to procure goods and services that are commenced during the ERMA Term or, if extended, the extended term.


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: 2 500 000.00 GBP

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

Duration in months: 36
This contract is subject to renewal: yes
Description of renewals:

Extension up to a maximum of 2 years.


II.2.9)Information about the limits on the number of candidates to be invited

Envisaged number of candidates: 6

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: no

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


No PQQ documentation will be available until shortly after the expiry of this contract notice.

Only suppliers shortlisted for PQQ stage will receive a copy of the ITT.

The award of this contract is subject to DFT approval.


Section IV: Procedure


IV.1.1)Type of procedure

Negotiated procedure with prior call for competition
IV.1.3)Information about a framework agreement or a dynamic purchasing system

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.2.2)Time limit for receipt of tenders or requests to participate

Date: 01/12/2020
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:


Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no
VI.3)Additional information:
VI.4)Procedures for review

VI.4.1)Review body

Official name: First Trenitalia West Coast Rail Ltd
Postal address: 4th Floor Capital House, 25 Chapel Street
Town: London
Postal code: NW1 5DH
Country: United Kingdom

VI.5)Date of dispatch of this notice: