Services - 359493-2014

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22/10/2014    S203    Services - Prior information notice without call for competition - Not applicable 

United Kingdom-Leeds: IT services: consulting, software development, Internet and support

2014/S 203-359493

Prior information notice


Directive 2004/18/EC

Section I: Contracting authority

I.1)Name, addresses and contact point(s)

Official name: Department for Work and Pensions
Postal address: Quarry House
Town: Leeds
Postal code: LS2 7UA
Country: United Kingdom
Contact person: IT Transformation Programme (ITTP) Service Integration and Management (SIAM) Sourcing Team
For the attention of: SIAM Category Team

Internet address(es):

General address of the contracting authority:

Further information can be obtained from:
The above mentioned contact point(s)

I.2)Type of the contracting authority
Ministry or any other national or federal authority, including their regional or local sub-divisions
I.3)Main activity
Social protection
I.4)Contract award on behalf of other contracting authorities
The contracting authority is purchasing on behalf of other contracting authorities: no

Section II.B: Object of the contract (Supplies or services)

II.1)Title attributed to the contract by the contracting authority:
The Provision of a Managed IT Service Desk.
II.2)Type of contract and place of delivery or of performance
Service category No 7: Computer and related services
Locations throughout the United Kingdom.


II.3)Information on framework agreement
The notice involves the establishment of a framework agreement: no
II.4)Short description of nature and quantity or value of supplies or services:
IT Transformation Programme (ITTP) — Background Information:
The ITTP is tasked with determining the optimal approach to replacing or renewing the Department's major contracts, which provide virtually all of the IT services that DWP needs to support business services and to deliver change — taking account of the Department's overall strategy, its business needs, market trends, wider Government objectives and affordability constraints. DWP are taking due regard of the Cabinet Office ICT Strategy:
DWP are also taking due regard of the Cabinet Office procurement policy with respect to Small and Medium Enterprises:
Specifically, where DWP has previously contracted with single suppliers for 'tower' based services it is now examining the potential for disaggregating requirements to the smallest practicable packages that still deliver operational efficiency whilst remaining broadly aligned to the IT service model.
Objectives of ITTP are to:
— help determine the shape of the IT and IT services needed by the business for the contracting period beyond expiry of our current contracts (ending in 2014/2015);
— ensure that consensus is obtained from Corporate IT and the business on the direction of travel, taking account of strategic and practical considerations; and,
— ensure continuity of supply to DWP by implementing the chosen strategies within time and budget constraints;
In order to:
— maintain and secure continuity of supply for critical IT services;
— enable the Department to secure continued value for money and service improvements, and,
— provide flexibility for Departmental change and the platform for further enhancements in customer service ITTP comprises various strands, one of which is IT Service Integration and Management (SIAM) which comprises of IT support, delivery and operations.
DWP SIAM Services:
The present SIAM service is a fully outsourced managed service delivered through a single supplier. The SIAM service integrates and manages the delivery of end to end Information and Communication Technology (ICT) services, components which are delivered by one or more Service Providers.
SIAM supports the service management processes with tooling to automate activities, collect data, measure performance and share information between processes deployed across all stakeholders in the Service Provider environment. The service also provides a service desk function which supports end users within DWP.
The current SIAM service also provides management information to support and enhance the quality of service measures for the Department.
The Department requires that the SIAM service provides industry best practice Service Management core ITIL processes or equivalent and meets the security requirements that meet the new Government Classification Scheme
The Department's approach is to disaggregate the SIAM service into components, with the intention of in-sourcing some Core SIAM service elements where appropriate, and outsourcing Service Desk.
Please note that this specific PIN relates to the procurement and contract for Service Desk and integration of that service across the supply chain only. The other services mentioned above will be sourced via separate sourcing routes and processes.
Service Desk — Scope:
DWP will be implementing a standard IT Service Management Toolset as part of a strategy for achieving a greater level of control and visibility of its IT estate and the services provided. The Service Desk Provider will be mandated to utilise the DWP toolset ITSM tool set.
DWP is seeking to award an IT Service Desk contract that will provide the following services:
The provision of an ITIL v3 aligned IT service desk which provides a single point of contact and a single telephone number where all DWP IT users may direct queries, requests and raise IT Incidents.
Shift left approach:
The principle of shift-left is that incident resolution and service requests are resolved/handled at the earliest opportunity and at the most appropriate level of support. This focuses on resolution being provided at the Service Desk as first contact resolution or by the customer in the form of self-help. Therefore the service desk will provide the following:
— First contact resolution (FCR) and an increased First Contact Resolution over time,
— Facilitation of Incident Management, open, update and close tickets and may action some incidents at Level 2,
— Provide customer call back and will catch and despatch for all other incidents,
— Provide Major Incident Management communication; and provide,
— Facilitation of service requests, by providing a single point of contact for all requests and manage the end to end service request provision liaising with suppliers and the customer as appropriate,
— Also the of provision of in-scope access requests,
— Problem Management — link incidents to problems and ensure that process is adhered to,
— Knowledge Management (KM) — manage the administration of the KM database including the population and maintenance of relevant Knowledge articles, templates, lessons learned, and workarounds, liaising with the suppliers to ensure all the material is current and useful.
In future DWP will look for increased Self-Service Self-Help by end-users through the use of service management tooling workflows and additional contact channels such as web chat. The DWP requirement is to drive the usage of self-service, gain efficiencies and drive down calls. The self-service function will be a key strategic driver for the cost reduction and the service desk will be expected to play a key role in this activity, ensuring the customer makes the most of self service and utilises where possible,. The service desk provider will be expected to set up the service desk with the appropriate facility to expand the self service functions overtime as the uptake increases.
The Department currently has approximately 110 000 end-user staff with 125 000 desktops/laptops located across approximately 900 sites.
Volume of Service Calls.......31 600 per month.
Incidents Raised..........36 000 per month.
Volume of Problems..........350 per month.
Volume of Service Requests.......3 500 per month.
The service desk is currently based in Newcastle therefore Tupe considerations need to be take in to account.
The Service desks current hours of service are:
6:45 to 21:00 Mon — Fri;
7:15 to 17:15 Sat — Sun.
Out of Hours Service (not manned – goes to a ‘mobile' service):
21:00 to 06:45 Mon — Fri;
17:30 to 07:00 Sat — Sun.
Through supplier engagement DWP are keen to receive feedback from the market regarding the structure of the proposed service including the construct of KPI's and performance management.
The ITTP Service Desk contract will be for the use of the Department for Work and Pensions (DWP), its Executive Agencies and those Non-Departmental Public Bodies (NDPB's) sponsored by DWP.
The ITTP Service Desk contract will be for the use of the Department for Work and Pensions (DWP), its Executive Agencies and those Non-Departmental Public Bodies (NDPB's) sponsored by DWP.
Further information including a list of such Agencies and Public bodies can be viewed by selecting “About DWP” on the Departmental website at
This contract will be available for use by the following contracting bodies and further information can be obtained from their web sites:
Department for Social Development Northern Ireland (;
The Cabinet Office (;
HM Revenue and Customs (www.hmrc.govuk).
Other related organisations may include (this list is not exhaustive and other Government Departments may be included within any subsequent Contract Notice):
Communities and Local Government, Housing and Employment Services
Independent Review Service (IRS) — (
Occupational Pensions Ombudsman (OPO) — (
Pensions Regulator (PR) — (formerly Occupational Pensions Regulatory Authority) — (
The Pensions Advisory Service (TPAS) (
Veterans Agency (SPVA) — (
Gov.UK (formerly DirectGov) — (
Cabinet Office (CO) — (
Pension Protection Fund (PPF) — ( [but only for the purpose of Services delivered to the Financial Assistance Scheme Operational Unit (FASOU) or equivalent organisation]
Department for Education — (
National Employment Savings Trust (NEST Corporation) — (
Estimated cost excluding VAT:
Range: between 10 000 000 and 20 000 000 GBP


This contract is divided into lots: no
II.5)Common procurement vocabulary (CPV)

72000000 IT services: consulting, software development, Internet and support, 72250000 System and support services, 72610000 Computer support services, 72222300 Information technology services, 72254000 Software testing, 72253100 Helpdesk services, 72263000 Software implementation services, 72320000 Database services, 72700000 Computer network services, 72000000 IT services: consulting, software development, Internet and support, 72611000 Technical computer support services, 72200000 Software programming and consultancy services, 72800000 Computer audit and testing services, 72600000 Computer support and consultancy services, 48000000 Software package and information systems, 72300000 Data services, 72820000 Computer testing services, 72500000 Computer-related services, 72253200 Systems support services, 72253000 Helpdesk and support services, 72511000 Network management software services, 72416000 Application service providers

II.6)Scheduled date for start of award procedures
II.7)Information about Government Procurement Agreement (GPA)
The contract is covered by the Government Procurement Agreement (GPA): yes
II.8)Additional information:
The Contracting Authority intends to use an eTendering system in this procurement exercise and reserves the right to use a reverse auction if appropriate. This is via a portal called DWP ePS and which is hosted by BravoSolution UK Ltd.
The current outsourced service utilises a telephone based contact centre and so under a new services contract TUPE may apply.

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.2)Conditions for participation
III.2.1)Information about reserved contracts

Section VI: Complementary information

VI.1)Information about European Union funds
The contract is related to a project and/or programme financed by European Union funds: no
VI.2)Additional information:
The Contracting Authority intends to use an eTendering system in this procurement exercise and reserves the right to use a reverse auction. if appropriate. This is via a portal called DWP ePS and which is hosted by BravoSolution UK Ltd.
The Project unique DWP ID number is:UI_DWP_100810
Please use this as your reference in all communications to the ITTP SIAM Sourcing Team.

Suppliers interested in bidding for the ITTP Service Desk requirements within this notice will initially need to register via the following website:

All subsequent IT Service Desk correspondence and information will be directed to registered suppliers through the DWP ePS website. Documentation for the IT Service Desk procurement shall be downloadable from DWP ePS at the appropriate time.
[NB: If you experience any technical difficulties with DWP ePS or require further advice on registration, contact the Helpdesk of BravoSolution UK Ltd at 0800-368-4850.]
LEAN Sourcing:

Further market engagement for IT Service Desk services will be conducted in line with LEAN Sourcing Standard Operating Procedures. Further information can be found via: leancapability/lean-sourcing

Specifically, assumptions relating to the market, the commercial packaging and the
detailed requirements will be tested at a supplier event due to be at Quarry House, Leeds, LS2 7UA on Friday 7.11.2014 from 10:00 am to 15:00 pm Suppliers are therefore invited to complete an Expression of Interest (EoI) template to note their intent to attend the event by no later than Friday 24th October. A delegate pack shall be issued in advance of the event. This event will enable us to utilise market insight into our IT Service Desk requirements and inform the next stages of the procurement.
Supplier Past performance:

DWP intends to follow the Government approach in all ITTP procurements to ensure that previous poor performance by suppliers can be taken into account and robustly assessed prior to entering into certain new contracts (as described in Procurement Policy Note — Taking Account of Bidders' Past Performance (

Powered by BravoSolution eSourcing Technology 12 / 17
This will give Government confidence, based on past performance, that those awarded such contracts will perform them satisfactorily in accordance with their terms.
The policy is that, as part of any assessment of a bidder's technical and professional ability, Departmental Bodies should ensure that any failure to discharge obligations under the previous principal relevant contracts of those who will be involved in performing the contract (if awarded to the bidder) is taken into account in the assessment of whether specified minimum standards for reliability for such contracts are met.
In addition, under the policy, Departmental Bodies will re-assess reliability based on past performance before key points in the procurement process (i.e. short listing, preferred bidder status, conclusion of contract etc.). Bidders will accordingly be asked to update the evidence they provide in relation to past performance to reflect more recent performance on new or existing contracts (or to confirm that nothing has changed).
DWP Security

The DWP is subject to UK Government security requirements (

Elements of the business of the Authority, of other government departments and of the requirements for this initiative will be subject to varying levels of security protection, from Official to higher levels. In the case of the selected supplier(s), the Department will require a number of staff to have security clearance recognised by the UK Government. Staff will not have access to sensitive or protectively marked material or have unescorted access to sites unless they have been cleared. Bidders wishing to be considered for any of these contracts must satisfy all UK Government security requirements throughout the procurement and each successful party must do so throughout the term of any contract.
VI.3)Information on general regulatory framework
Relevant governmental Internet sites where information can be obtained

Tax legislation Tax legislation: — this is the responsibility of HM Revenue and Customs. Further information can be obtained from

Official name: HM Revenue and Customs (HMRC)
Postal address: For contact details see the 'contact us' section of the HMRC Internet site (see below)
Internet address:

Environmental protection legislation Environmental protection legislation: — this is the responsibility of the Environment Agency (a Non-Departmental Public Body sponsored by DEFRA.) Further information can be obtained from

Official name: Environment Agency
Postal address: For contact details see the 'contact us' section of the Environment Agency Internet site (see below)
Internet address:

Employment protection and working conditions Employment protection and working conditions: this is the responsibility of the Department for Business Innovation and Skills. Further information can be obtained from

Official name: Department for Business Innovation and Skills (BIS)
Postal address: For contact details see the 'contact us' section of the BIS Internet site (see below)
Internet address:
VI.4)Date of dispatch of this notice: