Transport for London Service Desk Tender

This contract is for the provision of a primary IT service desk, providing a single point of contact for IT incidents, service requests and queries. The services include, but will not be limited to escalations management and out of hours major incident management.

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

2014/S 087-152591

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

Transport for London
100 Petty France
Contact point(s): Procurement Operations
For the attention of: Hitesh Mistry
SW1H 0BD London
UNITED KINGDOM
E-mail: procurementoperationsteam@tfl.gov.uk

Internet address(es):

General address of the contracting authority: www.tfl.gov.uk

Electronic access to information: https://eprocurement.tfl.gov.uk/epps/home.do

Electronic submission of tenders and requests to participate: https://eprocurement.tfl.gov.uk/epps/home.do

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

Regional or local authority

I.3)Main activity

Other: Public Transport

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)Description

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

TfL Service Desk Tender.

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

Services
Service category No 7: Computer and related services

NUTS code UKI

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

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

II.1.6)Common procurement vocabulary (CPV)

72000000, 72100000, 72200000, 72300000, 72220000, 72222300, 72225000, 72246000, 72251000, 72253000, 72253100, 72253200, 72250000,72266000, 72500000, 72510000, 72600000, 32500000, 50300000

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

The contract is covered by the Government Procurement Agreement (GPA): no

II.1.8)Lots

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:

The scope of the contract will be to provide a primary IT service desk, escalations management and out of hours major incident management service to an estate with around 25 000 users primarily in London but across multiple UK locations.
Services will include, but will not be limited to:
— Providing a single point of contact for all IT incidents, some catalogue service requests and queries.
— Receiving and validate incidents, requests and queries via multiple mediums (telephone, email, web portal, instant messaging).
— Log, categorise and track incidents and requests in TfL’s Remedy IT Service Management (ITSM) tool.
— Providing first level incident diagnosis and, resolution for pre-determined categories utilising remote support tools (First Call Fix FCF).
— Incident and request assignment and routing.
— Providing first level service request completion for pre-determined categories.
— Performing user and system administration to include but not limited to:- Authentication; Email; Group /share; Remote access; Print queue; Remote software deployment (FCF).
— Maintaining Configuration Management System (CMS) as appropriate.
— Escalation and complaint acknowledgement and routing (end to end Escalation Management – to include monitoring escalations mailbox, responding to users escalating incidents/requests, chasing resolving teams for updates, keeping the user informed, ensuring closure within escalation SLA).
— Progress communication and reporting.
— Creation and maintenance of knowledge management database and scripts.
— Participation in major incident and problem management (Providing an out of hours end to end Major Incident Management MIM service to mirror the internal TfL MIM service provided in hours. Duties will include:- end to end management of major incidents, issuing business communications to the entire TfL estate or specific targetted comms as appropriate, provide updates to specific TfL senior management, facilitiate and chair technical and management bridges, ensure all major incidents are resolved within SLA where possible. providing ad hoc updates to senior management and regular scheduled updates within SLA to IM via email/text.
— Other related services.
Estimated value excluding VAT:
Range: between 10 000 000 and 15 000 000 GBP

II.2.2)Information about options

Options: yes
Description of these options: Provisional timetable for recourse to these options (from the award of the contract)3.

II.2.3)Information about renewals

This contract is subject to renewal: yes
Number of possible renewals: 1
In the case of renewable supplies or service contracts, estimated timeframe for subsequent contracts:
in months: 60 (from the award of the contract)

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’s requirement will be sent out in the Invitation to Tender documents. A parent company guarantee or performance bond may be required.

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:

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: The Authority’s requirement will be sent out in the Pre Qualification Questionnaire documents.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: The Authority’s requirement will be sent out in the Pre Qualification Questionnaire documents.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
The Authority’s requirement will be sent out in the Pre Qualification Questionnaire documents.

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

Restricted

IV.1.2)Limitations on the number of operators who will be invited to tender or to participate

Envisaged minimum number 4: and maximum number 6

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 will be used: no

IV.3)Administrative information

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

ICT11499 (A)

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

9.6.2014 – 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 of tenders

Section VI: Complementary information

VI.1)Information about recurrence

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 is a complex organisation operating both as a Functional Body of the Greater London Authority (GLA) under the direction of the Mayor of London and as a provider of transport services. The services may be provided to the Contracting Authority and/or its subsidiaries or any other authority that is subject to the requirements of either EU directive 2004/17/EC or 2004/18/EC. Any part of the Contracting Authority and/or any of its subsidiaries may award contracts as appropriate.
The Contracting Authority reserves the right to withdraw from the procurement process and may award contracts in whole, in part, or not at all as a result of the competition called for by this notice and may amend the scope of services and / or content of lots during the procurement process or at any time during the term of any contract awarded.
The Contracting Authority shall not be liable for any costs or expenses incurred by any Economic Operators in considering and/or responding to the procurement process. All discussions and meetings will be conducted in English. Tenders and supporting documents must be priced in sterling and all payments made under the contracts will be in sterling.
The Contracting Authority intends to use electronic means including the internet in carrying out the procurement process.

The Contracting Authority strongly supports and implements the Greater London Authority Group Responsible Procurement Policy. Details about the policy can be found on www.london.gov.uk/priorities/business-economy/vision-and-strategy/focus-areas/responsible-procurement. Further details as to the application of the Greater London Authority Group Responsible Procurement Policy to this procurement will be set out in the tender documents.

The Economic Operator appointed may also be required to extend the scope services to support any shared services initiatives with TfL and any other GLA Functional Bodies.
The contract will be up to 48 months following transition.

VI.4)Procedures for appeal

VI.4.1)Body responsible for appeal procedures

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: Precise information on deadline(s) for lodging appeals: The Contracting Authority will incorporate a stand still period at the point information on the award of the contract is communicated to tenderers. That notification will provide full information on the award decision. The standstill period, which will be for a minimum of 10 calendar days, provides time for unsuccessful tenderers to challenge the award decision before the contract is entered into.
Any appeal or request for additional information should be sent to the name and address in Section I.1. The Public Contracts Regulations 2006 (SI 2006 No 5) 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).

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

VI.5)Date of dispatch of this notice:

2.5.2014