K280022080 - ServiceNow Managed Services

A Contract Award Notice
by DVSA

Source: Find a Tender
Type: Contract (Services)
Duration: not specified
Value: £2M

Sector: TECHNOLOGY
Published: 06 Jun 2023
Delivery: not specified
Deadline: n/a

Concepts

Location

United Kingdom:

Geochart for 1 buyers and 1 suppliers

1 buyer

Dvsa Swansea

1 supplier

Flyform Cardiff

Description

ServiceNow is the IT Service Management platform used by DVSA to provide Incident, Problem, Change, Request and Hardware Asset Management support to all its IT support services, including digital and Theory Test. It provides the 4500 DVSA employees with an IT self-service portal which provides access to a 100% self-service request catalogue for IT kit and access, 24/7 access to a virtual agent (chatbot) to provide IT support, in hour access to webchat with the IT Service Desk, an IT Knowledge Base and a 100% self-service Front Line Logistics catalogue. It also provides an automated feedback process for users so that we can better understand their experience. It is integrated with Happy Signals an Experience Management platform. To ensure a continuation of this service and further development using the system, a contract is required for the managed service and development services.

Award Detail

1	Flyform (Cardiff) Reference: 016046-2023-1 Value: £1,837,977

CPV Codes

72261000 - Software support services

Legal Justification

This procurement has been conducted is in line with regulation 32 2(b)(ii) of Public Contracts Regulations (PCR) 2015. 2(b)(ii)competition is absent for technical reasons: We have complex projects in flight with Flyform (ITAM project Phase 1 and CMDB Phase 2 and 3) which are technically complex. Flyform have been working on these for over a year and the phase 2 and 3 will continue into Year 2 of the STA contract. Changing supplier at this time would pose serious risk and delays to project deliverables which are directorate objectives. Service Now has now been selected as a strategic government technology which has resulted in an uptake in demand to what was originally forecasted, business areas are considering Service Now for digitalisation of non-IT processes. As a result, the previous contract value reached its limit and a new contract is needed.