IT Service Management Solution (RFS22-020)
A Contract Award Notice
by THE COUNCIL OF THE CITY OF WAKEFIELD
- Source
- Find a Tender
- Type
- Contract (Services)
- Duration
- not specified
- Value
- £219K
- Sector
- TECHNOLOGY
- Published
- 24 Jul 2025
- Delivery
- not specified
- Deadline
- n/a
Concepts
Location
Wakefield:
1 buyer
- Council of the City of Wakefield Wakefield
1 supplier
- Alemba Chippenham
Description
The Council wishes to procure a software solution to support IT service management for incident, request, and problem management. The solution will include a 'self-service' portal for users to enable resolution of some issues without the need for intervention by the Councils technology teams. Secondly, the Council will use the new system to support the implementation of new working processes including asset management, configuration management database, change control, and a knowledge base. The Contract will be awarded for an initial period of 4 (four) years including implementation and go-live. After the initial period, there will two, 36 month extension options. The full Contract period shall be for a maximum of 10 (ten) years.
Total Quantity or Scope
The Technology and Digital Transformation, in Wakefield Council, provides Information Technology (IT) services to the Council's technology users. The Council wishes to procure a software solution to support IT service management. The Council is undergoing transformation to improve existing IT processes and adopt new service management processes to provide a modern and responsive service to all users. A phased approach to implementation will firstly enable the Council to continue to use the new system for incident, request, and problem management. This will include a 'self-service' portal for users to enable resolution of some issues without the need for intervention by the Councils technology teams. Secondly, the Council will use the new system to support the implementation of new working processes including asset management, configuration management database, change control, and a knowledge base. The core solution must: 1. Be Cloud hosted by the Supplier; 2. Be hosted within the UK (United Kingdom) and compliant with relevant UK law; 3. Use additional multi-factor authentication or support Single Sign On using the Councils Azure Active directory … The maximum budget for this Contract for the full 10 year period is £1,275,000 including all costs for implementation, go-live and annual fees.
Award Detail
1 | Alemba (Chippenham)
|
Award Criteria
Incident Management | 8 |
Service Request Management | 8 |
Customer Portal | 8 |
Knowledge Base | 4 |
Change Management | 8 |
Asset Management | 8 |
Configuration Management Database | 4 |
Reporting | 8 |
Integrations | 4 |
Configuration | 10 |
Records and Audit | 4 |
Training | 2 |
System Upgrades and Maintenance | 2 |
Future Plans | 2 |
price | 20 |
CPV Codes
- 72253000 - Helpdesk and support services
Legal Justification
Under the Public Contracts Regulations 2015 (PCR 2015), failed to properly advertise a procurement under Regulation 79. The publication of this voluntary transparency notice (VEAT) is under Regulation 99(3). The Council will also be observing a 10-days standstill period prior to award of the Contract. By way of background to the procurement: -Pre-market engagement was published via the Council's e-tendering platform (YORtender) and Contracts Finder on 22nd May 2023. -Published the tender opportunity on Contracts Finder on 9th February 2023. -15 bids were received. -Above threshold tender timescales adhered to. - The Council will publish the relevant award notices on FTS and Contracts Finder. There is a potential risk to operational deliverability should we abandon the process and re-procure. The impact is significant to the Council as we have a failing solution, and there is a risk that the Authority may not meet its future PSN accreditation with the incumbent solution.
Other Information
** PREVIEW NOTICE, please check Find a Tender for full details. **
Reference
- ocds-h6vhtk-0565f0
- FTS 042978-2025