ICT Support Service Contract

Concepts

• computer services
• ofcom
• ict support service contract
• service levels
• standard ict services
• service management services
• continuous service improvement process
• standard operational services
• service management
• integrated service introduction processes

Location

London:

Description

The Contract is for standard ICT services with a tailored delivery model: 1. Governance & Relationship Model • The Supplier will need to deliver the services in accordance with a number of key principles, target outcomes and service levels.” 2. Standard Operational Services – Silent Running – Service 1 Service Management Services, appropriate to the scale and nature of the Authority’s business, and ICT activities that shall include, at a minimum, the ITIL processes and supporting procedures, required by an organisation to design, plan, deliver, operate and control Information Technology (IT) services offered to users. Ofcom requires a high level of system availability and stability in an environment that is of necessity constantly evolving. 3. Operational Services Delivery – Service 2 • Ofcom has a very high focus on cyber security due to its high profile and threat level. This necessitates a continuous focus on an aggressive plan (and execution of) for infrastructure, systems and cyber security patching; • Change is a constant and must be carefully managed in a highly integrated, fast paced environment; • A “Fix First mindset” with regards to the delivery of the service is critical to success; • The Supplier will ensure that any spare capacity in operational services, will contribute to the “Nice to Have” programme of work, followed by project delivery; • Ofcom requires a Continuous Service Improvement Process (CSIP) that is actively reviewing systems and processes with a view to increasing automation, improving services while reducing risks and weaknesses; • Ofcom has a number of specialist Spectrum management and licensing applications that require a high level of local knowledge which Ofcom expects the Supplier to attain, in order to manage and maintain these specialist systems; and • Ofcom’s other Strategic platforms are (platforms are subject to change): • Microsoft’s Suite of Applications, including Azure and Office 365 • ServiceNow • Salesforce • Workday (HCM & Finance) 4. Project Delivery Methodologies – Service 3 The Supplier must execute a highly proficient working knowledge of Change and Project development methodologies and processes covering Waterfall, Agile, DevOps and CI/CD, as well as processes to transition change to production services. 5. Continuous Change, DevOps and Project Delivery – Service 4 • Ofcom requires a resource pool to help scope and then deliver, change and projects across its strategic platforms. This team is expected to be multi-skilled to provide the flexibility to scale up/down as required to meet fluctuating demand across platforms; • Quality assurance and testing processes, automation toolsets and resources; • An Integrated Service Introduction processes that encompass Service Management and Project delivery to ensure timely and effective releases and post-live processes; • Development and implementation of Authority requested changes utilising DevOps and incorporating CI/CD, testing and implementation of corrections and changes to applications; and • Deliver agreed programmes and projects within agreed scope, budget and timescale. 6. Transition Services Knowledge transfer, including reverse shadowing and transition from the incumbent supplier within the Transition window.

Award Detail

Award Criteria

CPV Codes

• 72500000 - Computer-related services
• 30200000 - Computer equipment and supplies
• 32400000 - Networks
• 32510000 - Wireless telecommunications system
• 48200000 - Networking, Internet and intranet software package
• 72000000 - IT services: consulting, software development, Internet and support
• 72100000 - Hardware consultancy services
• 72200000 - Software programming and consultancy services
• 72300000 - Data services
• 72400000 - Internet services
• 72600000 - Computer support and consultancy services
• 72800000 - Computer audit and testing services
• 72900000 - Computer back-up and catalogue conversion services

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** £44,000,000 is the upper limit of the contract value inclusive of project work and potential growth of the contract.