ITSM Upgrade for OneSource 2021 ITTH36

A Tender Notice
by LONDON BOROUGH OF HAVERING

Source
Contracts Finder
Type
Contract (Services)
Duration
4 year
Value
£200K-£375K
Sector
TECHNOLOGY
Published
30 Sep 2021
Delivery
31 Jan 2022 to 31 Jan 2026
Deadline
29 Oct 2021 15:00

Concepts

Location

Geochart for 1 buyers and 0 suppliers

1 buyer

Description

The ITSM (IT Service Management) solution used by one source is a mission critical tool that is used to support over 7,000 staff from LBH and LBN for IT, Human Resources and Finance related service requests. one source is looking to replace the current ITSM tool with one that will provide the capability to support the high quality and innovative customer support experience that the organisation demands going forward. The ITSM tool must be built upon the industry best practice defined in the ITIL framework. The vision is for the ITSM solution to provide the following high level benefits to one source staff and customers:

CPV Codes

  • 48000000 - Software package and information systems

Indicators

  • Contract is suitable for SMEs.

Other Information

Log tickets from mobile devices with support for Bring Your Own Device (BYOD); Improved choice of interaction (i.e. chat bots, live chat, online form); Easier to find information and support; Increased engagement; Improved customer journey; Overall improved satisfaction; Suppliers are expected to honour this ethos and be passionate about technology being an enabler to continuous service improvement in operations and product delivery. PLEASE NOTE THAT THERE WILL BE MARKET ENGAGEMENT EVENT HELD ON LINE ON THE 6TH OCTOBER BETWEEN 1PM AND 2PM THE LINK TO THINK WIL BE SHARED VIA THE HAVERING COUNCIL FUSION ETENDERING PROCUREMENT PORTAL (WHERE THE TENDER DOCUMENTS CAN ALSO BE FOUND) link for portal https://www.havering.gov.uk/info/20071/doing_business_with_us/389/current_tender...

Reference

Domains