Contract for an Information Technology Service Management System

Concepts

• information technology service management system
• durham
• software package
• information systems
• it service management system
• customer self-service
• self-service
• enterprise service management features
• itsm system
• service delivery processes

Location

County Durham

Description

This contract is for the provision of a Cloud based IT service management system which supports agile working with a strong focus on customer self-service, guided assistance and instant message-based interactions in addition to the traditional ticketing and workflow system. The Council are seeking to procure a clean, modern and intuitive ITSM platform which can provide enterprise service management features that may, at sole and absolute discretion of the Council, allow their use beyond the traditional ICT arena enabling services such as HR, facilities and contact centres to benefit from the workflow, automation, self-service and customer management features on offer. Acquiring a solution that can potentially be deployed throughout the Council will allow a more joined up approach to service delivery processes with a standardised look and feel across all service access portals.

Total Quantity or Scope

This contract is initially for the ITSM system and will be let in the first instance on a 3-year contract with scope to extend for a further 3 years and continue annually thereafter (to a maximum length of 15 years). The estimated value of the contract in this OJEU notice has taken into account the potential length and scope of the contract. Any extensions will be subject to budget availability within the Council. Therefore the GBP 1 500 000 is not the budget available for the ITSM for it's initial contract term. It is the estimated spend for the potential life of the contract. This procurement will be an open tender with the following price/quality split (35%/65%) and will include system demonstrations as part of the evaluation. Further details of the procurement can be found on the NEPO Portal (www.nepo.org) - Project Ref: DN489926.

Award Detail

Award Criteria

CPV Codes

• 48000000 - Software package and information systems

Indicators

• Award on basis of price and quality.