NW2481 - IT Service Management (Software & Implementation)

Concepts

• software package
• durham
• nwl
• software integration consultancy
• nw2481 - it service management
• new it service management
• self-service
• sewerage services
• software
• northumbrian water

Location

United Kingdom:

Description

Northumbrian Water Limited (NWL) provide water and sewerage services to just under 4.4 million people operating principally in the North-East of England and Essex and Suffolk. It is NWL's vision 'to be the most digital water company in the world' therefore it is our mission to find an ITSM solution that supports this. NWL wish to procure a 2+2+1-year contract for a new IT service management (ITSM) tool. The tool will be used across both of our water & wastewater businesses. The tool will support NWG employees who are either based at one of our numerous sites, work from home or who are field based. The key features that we are looking for in a new solution are for it to support us with providing an easy, timely and high-quality customer experience and help us to continue with our journey to drive automation and self-service. Our current ITSM tool is used by over 400 users to resolve active tickets, supporting over 3,000 NWL employees who have access to raise tickets, and currently provides support for 380 Service & Incident request types. The current ITSM tool provides functionality to support Incident, Problem, Major Incident and Change Management processes. NWL have an objective to replace the incumbent ITSM solution prior to September 2023 and are therefore planning for an MVP (Minimum Viable Product) initially and then iterative delivery of other elements soon after.  Within our requirements there are also items we would look to introduce at some future stage, subject to business need, and will be looking at expanding into operational technology - to be defined at a later date.

Total Quantity or Scope

NWL wish to procure a 2+2+1-year contract for a new IT service management (ITSM) tool. The tool will be used across both of our water & wastewater businesses. The tool will support NWG employees who are either based at one of our numerous sites, work from home or who are field based.

Renewal Options

The initial contract is for 2 years with options to extend for 2+1 years (up to 5 years in total).

CPV Codes

• 48000000 - Software package and information systems
• 72227000 - Software integration consultancy services

Indicators

• Variant bids may be considered.
• This is a one-off contract (no recurrence)
• Options are available.
• Renewals are available.
• Professional qualifications are sought.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** Applicants are asked to note that this procurement process will be conducted electronically with all documents and communication being managed through the Northumbrian Water e- Sourcing Spend Management portal called "Ariba". Expressions of interest must be sent be sent to the e-mail address andriy.volkov@nwl.co.uk before the deadline date of 12noon 1/12/2022. Once your expression of interest has been received (with the details as requested below), you will be given access to the Ariba portal within 48 hours from request (where possible) via an email (you have provided as part of your contact details) with a link to access the Ariba portal. You will be required to complete a Pre-Qualification Questionnaire (PPQ) in Ariba (following the same link as mentioned above) before 12noon 12/12/2022. When sending expression of interest, please provide the following information: 1) full company name 2) email address you would want the Ariba portal link to be sent to 3) details of the person responsible for this tender (Name, Job Title, Tel.)