Enterprise Service Desk for the University of Worcester

Concepts

• worcester
• university of worcester
• information technology
• core business objective
• enterprise service desk
• professional service department service desks
• friendly service desk experience
• service areas
• university systems
• outstanding self-service experience

Location

Worcester

Description

The core business objective is to provide a modern SaaS solution, efficient, and customer friendly service desk experience for employees and student which will: • unify professional service department service desks under one system, giving staff and students a ‘one stop shop’ for all issues and requests; • provide business intelligence and reporting; • provide automation of processes and workflows; • reduce reliance on manual processes; • allow all data on a member of staff or a student to be reported on to enable a single ‘vista’ of information across all service areas; • provide integration with other university systems and databases to reduce duplication of data entry and reduced risk of inaccuracy; • provide staff and students with an outstanding self-service experience.

Award Detail

Award Criteria

CPV Codes

• 72000000 - IT services: consulting, software development, Internet and support
• 48000000 - Software package and information systems

Indicators

• Award on basis of price and quality.

Other Information

The University has taken the decision to halt this procurement due to a number of contributing factors, including cost and a review of alternative service provision.