Provide SIAM Service Desk to Department for Work and Pensions

Provide SIAM Service Desk to Department for Work and Pensions

The SIAM service integrates and manages the delivery of end to end Information and Communication Technology (ICT) services, components which are delivered by one or more Service Providers.

United Kingdom-Leeds: IT services: consulting, software development, Internet and support

2015/S 024-040194

Contract notice


Directive 2004/18/EC

Section I: Contracting authority

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

Department for Work and Pensions
Quarry House
For the attention of: SIAM Category Team; Katherine Harrison
LS2 7UA Leeds
Telephone: +44 1132327216

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

Social protection

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:

SIAM Service Desk.

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: Locations throughout the United Kingdom.

NUTS code UK

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

Estimated total value of purchases for the entire duration of the framework agreement

Estimated value excluding VAT:
Range: between 30 000 000 and 40 000 000 GBP

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

The contracting authority’s IT Transformation Programme (ITTP) is tasked with determining the optimal approach to replacing or renewing the contracting authority’s major contracts, which provide virtually all of the IT services that DWP needs to support business services and to deliver change — taking account of the contracting authority’s overall strategy, its business needs, market trends, wider Government objectives and affordability constraints. The contracting authority is taking due regard of the Cabinet Office ICT Strategy: The contracting authority is also taking due regard of the Cabinet Office procurement policy with respect to Small and Medium Enterprises: Specifically, where the contracting authority has previously contracted with single suppliers for tower based services it is now examining the potential for disaggregating requirements to the smallest practicable packages that still deliver operational efficiency whilst remaining broadly aligned to the IT service model. Objectives of the ITTP are to: — help determine the shape of the IT and IT services needed by the contracting authority for the contracting period beyond expiry of our current contracts (ending in 2015/2016); — ensure that consensus is obtained from the contracting authority’s Corporate IT and end users on the direction of travel, taking account of strategic and practical considerations; and, — ensure continuity of supply to the contracting authority by implementing the chosen strategies within time and budget constraints; In order to: — maintain and secure continuity of supply for critical IT services; — enable the contracting authority to secure continued value for money and service improvements, and, — provide flexibility for the contracting authority to change and the platform for further enhancements in customer service. The ITTP comprises various strands, one of which is IT Service Integration and Management (SIAM) which comprises of IT support, delivery and operations. DWP SIAM Services: The present SIAM service is a fully outsourced managed service delivered through a single supplier. The SIAM service integrates and manages the delivery of end to end Information and Communication Technology (ICT) services, components which are delivered by one or more Service Providers. SIAM supports the service management processes with tooling to automate activities, collect data, measure performance and share information between processes deployed across all stakeholders in the Service Provider environment. The service also provides a service desk function which supports the contracting authotrity’s end users. The current SIAM service also provides management information to support and enhance the quality of service measures for the Department. The Department requires that the SIAM service provides industry best practice Service Management core ITIL processes or equivalent and meets the security requirements that meet the new Government Classification Scheme ( The contracting authority’s approach is to disaggregate the SIAM service into components, with the intention of in-sourcing some Core SIAM service elements where appropriate, and outsourcing Service Desk. Please note that this specific Contract Notice relates to the procurement and contract for SIAM Service Desk and integration of that service across the supply chain ONLY. The other services mentioned above will be sourced via separate sourcing routes and processes. The ITTP SIAM Service Desk contract will be for the use of the contracting authority (Department for Work and Pensions), its Executive Agencies and those Non-Departmental Public Bodies (NDPB’s) sponsored by the contracting authority. Further information including a list of such Agencies and Public bodies can be viewed by selecting About DWP on the contracting authority’s website at This contract will be available for use by the following contracting bodies and further information can be obtained from their web sites: Department for Social Development Northern Ireland (; The Cabinet Office (; HM Revenue & Customs (www.hmrc.govuk) Other related organisations may include (this list is not exhaustive and other Government Departments may be included within any subsequent Contract Notice): Communities and Local Government, Housing and Employment Services ( Independent Review Service (IRS) — ( Occupational Pensions Ombudsman (OPO) — ( Pensions Regulator (PR) — (formerly Occupational Pensions Regulatory Authority) — ( The Pensions Advisory Service (TPAS) ( Veterans Agency (SPVA) — (– and-veterans-agency) Gov.UK (formerly DirectGov) — ( Cabinet Office (CO) -( Pension Protection Fund (PPF) — ( [but only for the purpose of Services delivered to the Financial Assistance Scheme Operational Unit (FASOU) or equivalent organisation] Department for Education — ( National Employment Savings Trust (NEST Corporation) — (

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): yes


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:

Service Desk — Scope:
The contracting authority will be implementing a standard IT Service Management Toolset as part of a strategy for achieving a greater level of control and visibility of its IT estate and the services provided.
The SIAM Service Desk Provider will be mandated to utilise the contracting authority toolset ITSM tool set. The contracting authority is seeking to award an IT SIAM Service Desk contract that will provide the following services:
The provision of an ITIL v3 aligned IT SIAM service desk which provides a single point of contact and a single telephone number where all the contracting authority IT users may direct queries, service requests and raise IT Incidents and request for information.
Shift left approach:
The principle of shift-left is that incident resolution and service requests are resolved/handled at the earliest opportunity and at the most appropriate level of support. This focuses on resolution being provided at the SIAM Service Desk as first contact resolution or by the customer in the form of self-help.
Therefore the SIAM service desk will provide the following:-
— First contact resolution(FCR) and an increased First Contact Resolution over time.
— Facilitation of Incident Management, open, update and close tickets and may action some incidents at Level 2.
— Provide customer call back and will catch and dispatch for all other incidents that are not FCR.
— Provide Major Incident Management communication and facilitation.
— Facilitation of service requests, by providing a single point of contact for all requests and manage.
the end to end service request provision liaising with suppliers and the customer as appropriate
— Also the of provision of in- scope access requests.
— Problem Management -link incidents to problems.
— Trending of incidents to perform proactive problem management and proactively identify Knowledge Management articles — manage the administration of the KM database including the population and maintenance of relevant Knowledge articles, templates, lessons learned, & workarounds, liaising with the suppliers to ensure all the material is current and useful.
The contracting authority will look for increased Self-Service/ Self-Help by end-users through the use of service management tooling work-flows and additional contact channels such as web chat.
The SIAM service desk requirement is to drive the usage of self service, gain efficiencies and drive down calls. The self-service function will be a key strategic driver for the cost reduction and the service desk will be expected to play a key role in this activity, ensuring the customer makes the most of self service and utilises where possible.
The SIAM service desk provider will be expected to set up the service desk with the appropriate facility to expand the self service functions overtime as the uptake increases. The contracting authority currently has approximately 110 000 end-user staff with 125 000 desktops/laptops located across approximately 900 sites.
Forecast Volumes;
Service Management Period (SMP) Average;
Incidents 34 619
Service Requests 3 328
ITCSM contact referrals to be routed through SD 25 741
Total per SMP 63 688
Per Annum
Incidents 415 428
Service Requests 39 936
ITCSM contact referrals to be routed through Service Desk 308 896
Total per Annum 764 260
Potential FCR per SMP based on current rate
Incidents 16 468
Potential FCR per Annum based on current rate 197 619
These forecast volumes do not take into account potential future project demand drivers, e.g. large Programme releases, as projects do not have an estimate on how these could potentially impact the SIAM Service Desk. However, baseline volumes reflect current project release activity.
The SIAM service desk is currently based in Newcastle and Peterlee therefore TUPE considerations may need to be taken in to account
The SIAM service desk function will be available Monday to Friday 6:45-21:00 (GMT) to facilitate the receipt of Incidents and the processing of service requests, excluding agreed UK public holidays.
The SIAM service desk function will be available Saturday and Sunday 7:15-17:15 (GMT) to facilitate the receipt of Incidents, excluding agreed UK public holidays.
The SIAM service desk function will be available by arrangement, as required on agreed UK public holidays between the hours of 7:15-17:15 (GMT) to facilitate the receipt of Incidents.
The Contractor will provide ‘Out of Hours’ service desk support for the purposes of logging & assigning severity 1 & 2 incidents.
These will be supported by a non-premium rate Service Provider provisioned telephone number and Email. The Service Provider shall provide all Support in English, staffing the SIAM Service Desk with agents fluent in spoken and written English. The telephony will incorporate interactive IVR where by allows call routing and ability to broadcast messages to alert the users to outages and announcements about service related incidents.
Estimated value excluding VAT:
Range: between 30 000 000 and 40 000 000 GBP

II.2.2)Information about options

Options: yes
Description of these options: The value given in section II.2.1 is an estimate based on running costs for a contract term of 4 years. The DWP plans to enter into a contract with an initial term of 4 years with an option for the Authority to extend by a further 12 months.

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: 48 (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:

Parent company guarantees, performance bonds or deposits may be required in appropriate circumstances.

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

This will be disclosed in the Tender documents.

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

The contracting authority will only contract with a single legal entity and any consortium will be required to set up such an entity, for example a Special Purpose Vehicle (SPV), as a condition of and prior to contract award.

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 if any of the circumstances listed in Article 45 of the Public Procurement Directive 2004/18/EC (Regulation 23 of the UK Public Contracts Regulations 2006) apply to their organisation and suppliers shall be asked to complete an appropriate declaration within the Pre-Qualification Questionnaire template.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: The minimum levels and standards are as set out in the Pre-Qualification Questionnaire; note that a number of criteria shall be assessed on a risk basis.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
The minimum levels and standards are as set out in the Pre Qualification Questionnaire; note that a number of criteria are assessed on a pass/fail basis, with additional qualitative assessment. The information required to demonstrate compliance with the minimum standard for reliability having regard to past performance is set out below:
(1) The bidder must supply a list comprising a statement of all the relevant principal services provided in the previous 3 years by the entity or entities specified in A or B below.
‘Relevant’ services are in accordance with the scope of services as set out in this Contract Notice.
Any reference to a ‘bidder’ or ‘entity’ includes reference to a consortium, where relevant, whether or not the consortium has a legal personality.
The criteria by reference to which the principal goods and/or services have been identified should be stated by the bidder.
The list referred to above must include at least either:
(a) * contracts under which relevant services have been provided by the bidder or
(b) a contract (or contracts) under which it has provided relevant services.
Where the bidder is an entity that is continuing an undertaking or undertakings (or any part of an undertaking or undertakings) which were previously conducted by one or more other entities (each a ‘predecessor entity’), the list of such contracts must include the contracts under which relevant services were provided by each predecessor entity.
Alternatively, where the bidder may rely on other entities (including, in the case of a consortium, members of the consortium) to enable it to perform the contract, save as specified below the list must:
(i) describe the function that each such other entity will perform under the contract to be awarded, and
(ii) include at least either:
(a) * contracts in respect of relevant services provided by the bidder (or a predecessor body) and * contracts in respect of relevant services provided by any other entity (including any member of the consortium) on which the bidder may intend to rely to enable it to perform the contract, or
(b) in respect of the bidder or any other such entity, a contract (or contracts) under which relevant goods and/or services were provided by it.
Where the bidder is an entity which has been formed for the particular purposes of bidding for the contract the subject of this Notice, the bidder may comply with paragraph B(ii) above by including in its list contracts under which relevant services were provided by those entities on whom the bidder will rely to perform the contract (or their predecessor entities), instead of the bidder itself.
Where it is envisaged that the bidder will rely on one or more sub-contractors to enable it to perform the contract to be awarded to be performed: in so far as any sub-contractor has not been appointed, the list should describe the function that sub-contractor will perform but need not include any contract by such a sub-contractor, and in so far as the anticipated value of any particular sub-contract is less than 5 per cent of the total contract value, the bidder need not comply with the requirements in B(ii) above in relation to that particular sub-contract.
(2) The bidder must also provide:
(a) certificates in the form set out in the Annex to this Notice from those to whom services on the list were provided;
(b) if any such certificate cannot be obtained, an explanation of the steps taken to obtain it and why it is not available and a certificate (in the same form) from the entity that provided the goods and/or services instead;
(c) if the certificate does not state that the goods and/or services have been provided satisfactorily in accordance with the terms of the contract in question, information to show that any reason why they were not so provided will not recur in the performance of the contract to be awarded;
3) In considering whether it is satisfied that the minimum standard for reliability based on past performance is met, the contracting authority reserves the right to verify the information required and to require the bidder/consortium to clarify or supplement it.
Minimum level(s) of standards possibly required:
Any bidder/consortium must meet the minimum standard in relation to reliability based on past performance.
The minimum standard for reliability having regard to past performance is that the contracting authority is satisfied that the contracts required on the list to be provided have been satisfactorily performed in accordance with their terms or, where that has not occurred, the reason or reasons why that has not occurred in relation to any such contract, will not recur in the performance of the contract to be awarded.
The contracting authority shall assess whether or not this minimum standard is met at the initial selection stage.
In addition the contracting authority will also re-assess whether this minimum standard is met prior to short-listing, the granting of preferred bidder status, and/or the conclusion of the contract.
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

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 6: and maximum number 8
Objective criteria for choosing the limited number of candidates: Selected Potential Suppliers shall be issued with an Invitation to Tender following evaluation of the Pre Qualification Questionnaire responses. The contracting authority shall rank Potential Suppliers relative to one another and it is envisaged a minimum of 6 and a maximum of 8 Potential Suppliers shall be issued with an Invitation to Tender. 1) Potential Suppliers must meet the minimum criteria as set out in the Pre Qualification Questionnaire 2) Potential Suppliers shall be evaluated against their Pre Qualification Questionnaire responses and ranked to produce the list from which Potential Suppliers shall be selected. 3) In the event that less than 6 Potential Suppliers meet the minimum standards the contracting authority reserves the right to select all Potential Suppliers who meet the minimum standards or cancel the procurement. 4) In the event that more than 8 Potential Suppliers meet the minimum standards and there is a tied score on the ranked list, the contracting authority reserves the right to issue an Invitation to Tender to all Potential Suppliers with a tied score.

IV.1.3)Reduction of the number of operators during the negotiation or dialogue

Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated no
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: yes
Additional information about electronic auction: The contracting authority reserves the right to use an electronic auction, full details shall be available in the Invitation to Tender documents.
IV.3)Administrative information

IV.3.1)File reference number attributed by the contracting authority:

DWP UID 100810

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

Prior information notice

Notice number in the OJEU: 2014/S 203-359493 of 22.10.2014

IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

Time limit for receipt of requests for documents or for accessing documents: 1.3.2015 – 11:59

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

2.3.2015 – 11:59

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: yes
Estimated timing for further notices to be published: Estimated timing for further notices to be published 4-5 years.

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

The Contracting Authority intends to use an eTendering system in this procurement exercise and reserves the right to use a reverse auction.
VI.4)Procedures for appeal

VI.4.1)Body responsible for appeal procedures

Department for Work and Pensions
Quarry House
LS2 7UA Leeds
Telephone: +44 1132327216

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: This authority will incorporate a minimum 10 calendar day standstill period at the point information on the award of the contract is communicated to tenderers (Potential Suppliers). The Public Contracts Regulations 2006 (SI2006 No 5) (as amended) provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High Court (England, Wales and Northern Ireland). Any such action must be brought promptly (generally within 3 months). 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 any may award damages. If the contract has been entered into the court may award damages and in the case of specified breaches of the rules may also order the termination or shortening of the contract and the levying of fines. Economic Operators seeking the termination of a contract (where this is permitted) may be required to bring action within 30 days, although this period is extended to 6 months in specified circumstances. The purpose of the standstill period referred to above is to allow parties to apply to the courts to set aside the award decision before the contract is entered into. You may also care to note the information provided via the DWP Commercials complaint process via

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

Contact point(s): The team shall manage the procurement through our eProcurement Solution. All interested parties should register at, see further details below within requests to participate

General address of the contracting authority: Suppliers Instructions How to Express Interest in this Tender: 1. Register your company on the eSourcing portal (this is only required once): and click the link to register — Accept the terms and conditions and click ‘continue’ — Enter your correct business and user details — Note the user-name you chose and click ‘Save’ when complete — You will shortly receive an email with your unique password (please keep this secure) 2. Express an Interest in the tender — Login to the portal with the user-name/password — Click the ‘PQQs / ITTs Open To All Suppliers’ link. (These are Pre-Qualification Questionnaires or Invitations to Tender open to any registered supplier) — Click on the relevant PQQ/ ITT to access the content. — Click the ‘Express Interest’ button at the top of the page. — This will move the PQQ /ITT into your ‘My PQQs/ My ITTs’ page. (This is a secure area reserved for your projects only) -You can now access any attachments by clicking ‘Buyer Attachments’ in the ‘PQQ/ ITT Details’ box 3. Responding to the tender — Click ‘My Response’ under ‘PQQ/ ITT Details’, you can choose to ‘Create Response’ or to ‘Decline to Respond’ (please give a reason if declining) — You can now use the ‘Messages’ function to communicate with the buyer and seek any clarification – Note the deadline for completion, then follow the on-screen instructions to complete the PQQ/ ITT — There may be a mixture of online and offline actions for you to perform (there is detailed online help available) You must then submit your reply using the ‘Submit Response’ button at the top of the page. If you require any further assistance please consult the online help, or contact the eTendering help desk.

VI.4.3)Service from which information about the lodging of appeals may be obtained

Department for Work and Pensions
Quarry House
LS2 7UA Leeds
Telephone: +44 1132327216

VI.5)Date of dispatch of this notice: