MOD ICT Maintenance Contract

MOD ICT Maintenance Contract

1) A support service based on a service catalogue approach which will be operated through a call centre management system that will receive calls directly via phone or electronically.

United Kingdom-Corsham: Maintenance and repair of information technology equipment

2015/S 194-352587

Contract notice


Directive 2009/81/EC

Section I: Contracting authority/entity

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

Ministry of Defence, Information Systems and Services, Other
D1, Building 405, MoD Corsham, Westwells Road
Contact point(s): DIST Commercial
For the attention of: Karen Preston
SN13 9NR Corsham
Telephone: +44 3067702508

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: The above mentioned contact point(s)

Tenders or requests to participate must be sent to: The above mentioned contact point(s)

I.2)Type of the contracting authority

Ministry or any other national or federal authority, including their regional or local sub-divisions

I.3)Main activity


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

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:

ISS Support and Maintenance Services (ISS SAMS).

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

Service category No 13: Computer and related services

NUTS code UK

II.1.3)Information on framework agreement
II.1.4)Information on framework agreement

II.1.5)Short description of the contract or purchase(s):

Maintenance and repair of information technology equipment. Maintenance and repair of computer equipment. Information systems and servers. Software package and information systems. Repair of information technology equipment. A contract to provide maintenance, repair and support services to Information and Communications Technology (ICT) and Audio Visual (AV) systems that are not part of the MOD corporate single information infrastructure (currently known as the Defence Information Infrastructure (DII) system). The services will be carried out in the UK and overseas at various units and establishments and will also include support to Naval Vessels. Key Features of the contract will include:
1) A support service based on a service catalogue approach which will be operated through a call centre management system that will receive calls directly via phone or electronically. The service offered will be of a hardware and software break-fix type against all registered hardware and software assets. There is also a requirement to provide additional services which may include, but are not limited to, the following examples: — equipment moves;
— equipment rollouts and installations (excluding networks and cabling);
— IT system and environment management;
— management of manufacturer warranties;
— asset inventory maintenance;
— hardware asset audits;
— electrical safety testing.
The service catalogue will be flexible to allow fluctuations in asset types and numbers both up and down throughout the life of the contract.
2) Service Level Agreements (SLAs) will be established with the MOD which ensure timely and efficient turnaround of problems, thus assuring minimal disruption to customer services.

II.1.6)Common procurement vocabulary (CPV)

50312600, 50312000, 48800000, 48000000, 50312620

II.1.7)Information about subcontracting

The tenderer has to indicate in the tender any share of the contract it may intend to subcontract to third parties and any proposed subcontractor, as well as the subject-matter of the subcontracts for which they are proposed
The tenderer has to indicate any change occurring at the level of subcontractors during the execution of the contract


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:

A contract offering repair and support services to ICT equipment world wide to the MOD.
The equipment to be maintained is varied and can include novel/unique hardware items. The contract and service must be sufficiently flexible to accept varying customer support requirements, via additional change requests and catalogue services. ISS requires a single contract for the range of services and only companies who can offer the full range of services will be considered.
The Authority will also be looking for full financial transparency of costs and confirmation that the successful supplier shall be willing to work with other managed service providers and systems integrators.
The contract will be for 4 years with an option to extend for year 5. The term will include a 6 month transition period from the existing incumbent to the new supplier. This transition of support is estimated to include hardware assets (in the region of 120 000) and software support which is included for a number of these devices (ranging from simple to complex). These numbers are for information only as an indication of capacity required and will be subject to change.
NB: additional information for applicants to note:
— Some systems are non-standard size, ruggedised and mounted in bespoke racking.
— Equipment maintained under the contract will be subject to change in volume and equipment type throughout the contract period.
— This contract is replacing an existing contract which is currently being delivered by industry. There will be a need for the winning bidder to transition the existing service from the incumbent.
Expressions of interest will be via the Dynamic Pre-Qualification Questionnaire (DPQQ) linked to this contract notice.
Estimated value excluding VAT:
Range: between 30 000 000 and 50 000 000 GBP

II.2.2)Information about options

Options: yes
Description of these options: The Contract is for a 4 year duration with priced option to be provided for year 5.

II.2.3)Information about renewals

This contract is subject to renewal: no

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

Duration in months: 60 (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:

The Authority wishes to reserve the right to ask for an indemnity guarantee or bank bond if the supplier does not meet the required standard for economic or financial standing.

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

Payment for transition of existing service will be made on satisfactory delivery of milestones. Ongoing service payments will be based on monthly catalogue service charges determined by the number and type of assets supported. Individual taskings for ‘additional services’ will be paid as per the tasking agreement.

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

If a group of economic operators submits a bid, the group must nominate a lead organisation to deal with the Authority. The Authority shall require the group to form a legal entity before entering into the contract.

III.1.4)Other particular conditions to which the performance of the contract is subject, in particular with regard to security of supply and security of information:

The Authority reserves the right to amend any condition related to security of information to reflect any changes in national law or government policy. If any contract documents are accompanied by a Security Aspects Letter, the Authority reserves the right to amend the terms of the Security Aspects Letter to reflect any changes in national law or government policy whether in respect of the applicable protective marking scheme, specific protective markings given, the aspects to which any protective marking applies or otherwise.
There may be a requirement for contractors to provide support in theatres of operation as part of this contract. This will be managed by exception and will be contracted through the change request process.
Companies invited for Tender will be required to process, store and transmit classified information up to Official Sensitive for the bid response. All personnel involved in the tender process must be security cleared to a minimum of BPSS to receive the tender documentation and take note of the handling instructions that will be provided.
To meet contract conditions, Contractors will be required to provide/have access to a number of UK national individuals to perform elements of the service. The Contractor will also be required to provide/have access to staff who are security cleared up to and including Top Secret (Developed Vetting) by the Defence Vetting Agency (DVA) and be issued with a clearance reference number. In addition, the Contractor must obtain FSC/List X status in order to process, store and transmit classified information up to Secret for the performance of the contract.
The date provided at III.1.5) below is given as a point by which the Contractor must have started the process to obtain FSC/List X status. In order to have completed transition and perform the entirety of the contract, this clearance must be in place; therefore the Authority expects full clearance to have been achieved by the successful bidder within 3 months of the contract award date.

III.1.5)Information about security clearance:

Candidates which do not yet hold security clearance may obtain such clearance until: 30.9.2016
III.2)Conditions for participation

III.2.1)Personal situation

Criteria regarding the personal situation of economic operators (that may lead to their exclusion) including requirements relating to enrolment on professional or trade registers

Information and formalities necessary for evaluating if the requirements are met: The Authority will apply all the offences listed in Article 39(1) of Directive 2009/81/EC (implemented as Regulation 23(1) of the Defence and Security Public Contract Regulations (DSPCR) 2011 in the UK) and all of the professional misconducts listed at Article 39(2) of Directive 2009/81/EC (see also Regulation 23(2) in the DSPCR 2011) to the decision of whether a Candidate is eligible to be invited to tender.

A full list of the Regulation 23(1) and 23(2) criteria are at

Candidates will be required to sign a declaration confirming whether they do or do not have any of the listed criteria as part of the pre-qualification process.
Candidates who have been convicted of any of the offences under Article 39(1) are ineligible and will not be selected to bid, unless there are overriding requirements in the general interest (including defence and security factors) for doing so.
Candidates who are guilty of any of the offences, circumstances or misconduct under Article 39(2) may be excluded from being selected to bid at the discretion of the Authority.
This information will be sought through a Dynamic Pre-Qualification Questionnaire (DPQQ). Expressions of interest will only be accepted by submission of a completed DPQQ through Defence Contracts Online (DCO).

III.2.2)Economic and financial ability

Criteria regarding the economic and financial standing of economic operators (that may lead to their exclusion)

Information and formalities necessary for evaluating if the requirements are met: (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) where appropriate, a statement, covering the three previous financial years of the economic operator, of:
(i) the overall turnover of the business of the economic operator; and
(ii) where appropriate, the turnover in respect of the work, works, goods or services which are of a similar type to the subject matter of the contract.
This information will be sought through a Dynamic Pre-Qualification Questionnaire (DPQQ). Expressions of interest will only be accepted by submission of a completed DPQQ through Defence Contracts Online (DCO).
Minimum level(s) of standards possibly required: The estimated annual contract value is circa 8 000 000 GBP. If the estimated annual contract value is greater than 40 % of the supplier’s turnover the Authority reserves the right to exclude the supplier from being selected to tender except where the supplier provides, to the satisfaction of the Authority, evidence showing it has sufficient economic and financial capability, e.g. such evidence may include:
(1) Any additional information proving it has sufficient economic and financial resources to deliver the requirement; and
(2) State whether the supplier is willing to provide the Authority with an indemnity, guarantee or bank bond.
A financial assessment will be undertaken on the supplier’s financial status. An overall pass/fail judgment will be made after considering areas such as turnover, profit, net assets, liquidity, gearing and capacity. This assessment will include the Parent company where applicable. An independent financial assessment obtained from a reputable credit rating organisation will be utilised as part of this process.

III.2.3)Technical and/or professional capacity

Criteria regarding the technical and/or professional ability of economic operators (that may lead to their exclusion)

Information and formalities necessary for evaluating if the requirements are met:
(a) in the case of a supply contract requiring the siting or installation of goods, a services contract or a works contract, the economic operator’s technical ability, taking into account in particular that economic operator’s skills, efficiency, experience and reliability;
(c) a statement of the principal goods sold or services provided by the supplier or the services provider in the past 5 years, or during a shorter period if necessary, and:
(i) the dates on which the goods were sold or the services provided;
(ii) the consideration received;
(iii) the identity of the person to whom the goods were sold or the service were provided;
(iv) any certificate issued or countersigned by that person confirming the details of the contract for those goods sold or services provided; and
(v) where — (a) that person was not a contracting authority, and (b) the certificate referred to in sub-paragraph (c)(iv) is not available, any declaration by the economic operator attesting the details of the goods sold or services provided;
(d) a statement of the technicians or technical services available to the economic operator to:
(i) carry out the work under the contract, or
(ii) be involved in the production of goods or the provision of services under the contract, particularly those responsible for quality control, whether or not they are independent of the economic operator;
(m) in the case of contracts involving, entailing or containing classified information, evidence of the ability to process, store and transmit such information at the level of protection required by the contracting authority.
This information will be sought through a Dynamic Pre-Qualification Questionnaire (DPQQ). Expressions of interest will only be accepted by submission of a completed DPQQ through Defence Contracts Online (DCO).
Potential tenderers will be asked in the Pre-Qualification Questionnaire to provide details of all principal contracts for relevant goods or services in the past 3 years supported by Certificates of Performance supplied by their customers that they have provided satisfactory past performance against these contracts.
Minimum level(s) of standards possibly required
The Authority will assess potential suppliers past performance as part of the process of choosing the tenderers. All tenderers must meet the minimum standard for reliability based on past performance. Satisfactory past performance means that the supplier complied with all the terms and conditions of previous contracts, in particular, with regard to:
1. Delivery at the agreed time in the contract;
2. Conformance to the specification and quality; and
3. Contract completed at the agreed cost in the contract.
The minimum standard required by the Authority for suppliers past performance is that all principal contracts for relevant goods or services in the past 3 years have been satisfactorily performed in accordance with their terms or, where that has not occurred, evidence that demonstrates to the satisfaction of the Authority that the reason(s) for unsatisfactory performance will not recur in the performance of the contract to be awarded.
The Authority reserves the right to, at any stage of the procurement procedure:
1. Seek verification of the performance given on previous contracts from other customers prior to the start of the standstill period.
2. Require any potential supplier to clarify or supplement the information provided on satisfactory past performance.
3. Exclude any supplier on the grounds of serious misrepresentation if the Authority discovers that the supplier has not performed satisfactorily, and the supplier did not declare this in the PQQ.
Specifically for the Part 2: Form F: Defence Sector and Project specific questions suppliers are required to score for each question a minimum of 2 or above using the DPQQ scoring definitions identified as; No Answer (0), Poor (1), Satisfactory (2), Good (3), Very Good (4), Excellent (5). Separately these questions have been weighted according to priority with markings visible within the DPQQ.

Criteria regarding the technical and/or professional ability of subcontractors (that may lead to their rejection)

Minimum level(s) of standards possibly required
The Authority reserves the right under Article 21(5) of Directive 2009/81/EC to reject any subcontractor chosen by the main contractor at any stage of the contract award procedure or during performance of the contract if that subcontractor:
(1) requires access to classified information classified Official Sensitive and above; and
(2) fails to provide evidence to the satisfaction of the Authority that it has the capability to protect that level of classified information in accordance with Article 42.1(j) of Directive 2009/81/EC.

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: no

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 3 and maximum number 6
Objective criteria for choosing the limited number of candidates: Interested Suppliers are required to complete the Dynamic Pre-Qualification Questionnaire (DPQQ) to provide the Authority with information to evaluate the suppliers’ capacities and capabilities against the selection criteria.
The Authority will use the DPQQ response to create a shortlist of tenderers who:
1) are eligible to participate under Section III.2.1) of this Contract Notice;
2) fulfil any minimum standards under Sections III.2.2) and III.2.3) of this Contract Notice; and
3) best meet in terms of capacity and capability the selection criteria set out in Sections III.2.2) and III.2.3) of this Contract Notice.
Full details of the method for choosing the tenderers will be set out in the Help Text Box for the Dynamic PQQ.
Should the number of suppliers achieving the minimum standard exceed 6 then the top 6 scoring companies will be invited to tender. In the event that there are suppliers with the same scores which would lead to more than 6 being invited to tender, then of these suppliers, the supplier with the highest score against Part 2: Form F 6.1.1 will be selected. Interested suppliers who do not meet the minimum scores required will not be invited to tender for the requirement.
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 has been 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

Payable documents: no

IV.3.4)Time limit for receipt of tenders or requests to participate

2.11.2015 – 15:00

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


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:

Suppliers interested in working with the Ministry of Defence should register on the MOD Supplier Information Database (SID) Register, available The MOD SID is a database of active and potential suppliers available to all MOD and UK Defence procurement personnel, and is the main supplier database of MOD Procurement organisations. Please note: the registration and publication of a company profile on the MOD SID does not mean or imply that the supplier has in any way been vetted or approved by the MOD. Suppliers wishing to compete for advertised MOD contracts must respond to any specific call for competition by submitting a separate expression of interest in accordance with the instructions of the purchasing organisation.

From 2.4.2014 the Government is introducing its new Government Security Classifications Policy (GSC) to replace the current Government Protective Marking Scheme. A key aspect of this is the reduction in the number of security classifications used. All suppliers to the Department are encouraged to make themselves aware of the changes as it may impact on this Requirement. The link below to the website provides information on the new GSC.

Suppliers are to note that MOD ISS is utilising external consultants to support the procurement. These external consultants are being managed by the Authority and have roles throughout the procurement process including drafting the procurement documentation, selection criteria and undertaking evaluation.

Advertising Regime OJEU: This contract opportunity is published in the Official Journal of the European Union (OJEU), the MoD Defence Contracts Bulletin and (Defence Contracts Online (DCO))

Please note — the DCO access code below (4UF32D4386) below is incorrect. please use access code K9YPGT9847.
The deadline for submitting your response(s) is 2.11.2015 15:00.
Suppliers are requested to submit any clarification questions they have via the DCO and prior to 26.10.2015, if any clarification questions are submitted after this date the Authority may not be able to respond. The Authority will review and respond to clarification questions directly to the company asking the question and also by uploading a document within the contract notice opportunity on DCO. Therefore it is advisable that suppliers check the DCO at regular intervals.

Potential Suppliers must note the mandatory requirement for electronic trading using the Ministry of Defence’s standard Purchase to Payment system, which shall be a special condition for the performance of this Contract. You can find details on the P2P system at The Contractor shall be required to sign DEFFORM 30 (Electronic Transaction Agreements) and unconditionally accept DEFCON 5J (Unique Identifiers), DEFCON 129J (The Use of Electronic Business Delivery Form); and DEFCON 522J (Payment under P2P).

Suppliers must read through this set of instructions and follow the process to respond to this opportunity.

The information and/or documents for this opportunity are available on

You must register on this site to respond, if you are already registered you will not need to register again, simply use your existing username and password. Please note there is a password reminder link on the homepage.
Suppliers must log in, go to your Response Manager and add the following Access Code: 4UF32D4386.
Please ensure you follow any instruction provided to you here.
The deadline for submitting your response(s) is detailed within this contract notice, you will also have visibility of the deadline date, once you have added the Access code via DCO as the opening and closing date is visible within the opportunity.
Please ensure that you allow yourself plenty of time when responding to this opportunity prior to the closing date and time, especially if you have been asked to upload documents.

If you experience any difficulties please refer to the online Frequently Asked Questions (FAQ’s) or the User Guides or contact the MOD DCO Helpdesk by emailing or Telephone +44 800282324

GO Reference: GO-2015102-DCB-7143651.

VI.4)Procedures for appeal

VI.4.1)Body responsible for appeal procedures

Ministry of Defence Information Systems and Services

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: