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Services - 520573-2020

Submission deadline has been amended by:  560737-2020
30/10/2020    S212

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

2020/S 212-520573

Contract notice


Legal Basis:
Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses
Official name: Bank of England
Postal address: Threadneedle Street
Town: London
Postal code: EC2R 8AH
Country: United Kingdom
Contact person: Procurement Group
Telephone: +44 2034613000
Internet address(es):
Main address:
Address of the buyer profile:
The procurement documents are available for unrestricted and full direct access, free of charge, at:
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via:
I.4)Type of the contracting authority
Body governed by public law
I.5)Main activity
Economic and financial affairs

Section II: Object

II.1)Scope of the procurement

End User Compute (EUC)

Reference number: DN501813
II.1.2)Main CPV code
72000000 IT services: consulting, software development, Internet and support
II.1.3)Type of contract
II.1.4)Short description:

The Bank is seeking to appoint a dynamic and proactive strategic partner to support its vision for providing a customer focused, responsive and cost-effective End User Compute (EUC) solution. The Bank intends to appoint this partner on a long term basis to allow sufficient time to gain the greatest benefits from the service solution. As such the contract will be for a term of 5 years with the option for the Bank to extend by 2 years. The indicative spend for all of the services in scope is GBP 9.3 million per annum when fully rolled out.

We expect our partner to continuously drive improvement in the services with a goal to become operationally silent. We also expect our partner to adhere to the Bank’s values and observe a working ethos based on partnership, transparency and trust.

The EUC solution is critical to the Bank as the services touch all its employees to enable them to carry out their roles. The solution will support approximately 6 000 end users across 15 sites in the UK. Our end user device estate includes 6 232 laptops, 589 desktops, 2 237 mobile/tablet devices and approximately 100 MFDs and 60 desktop printers.

II.1.5)Estimated total value
Value excluding VAT: 46 500 000.00 GBP
II.1.6)Information about lots
This contract is divided into lots: no
II.2.3)Place of performance
II.2.4)Description of the procurement:

The Bank intends to roll out the EUC services in a phased manner over a period of time and deliver an improved colleague experience and service through:

• single supplier accountability for overall service;

• consolidated services to deliver commercial benefits through efficiencies and economies of scale;

• end-to-end supply, providing fewer touchpoints and synergies for service improvement;

• introduction of industry best practice process that are proven to deliver service improvements;

• end-to-end supply, providing fewer touchpoints and synergies for service improvement;

• investment in service improvements throughout the course of the contract;

• service performance driven by SLAs and output deliverables;

The following services are in scope for this project. These services are currently provided by third party suppliers or delivered internal via Bank of England staff.

Phase 1: Services

Phase 1: services to be transitioned by November 2021.

— Hardware VAR

Value-added reseller (VAR) for technology products, hardware.

— Resources on demand

Resources on demand to supplement the Bank’s existing EUC services during transition and EUC services retained by the Bank during the term of the contract. These resources will be required on a rate card basis and would include, but not be limited to application and software packaging, first line service desk, second line desk top support, third line EUC specialist, SCCM, VDI, resources.

— Asset Lifecycle — Provision to disposal

Asset Lifecycle management — Provision to disposal: manage, operate, maintain, and provide support services for end user equipment. This service is currently provided by the Bank’s third party supplier via a Tech Bar, however, the Bank is open to alternative models proposed for the services going forward.

— Windows Evergreen management

Management of updates to Windows 10 devices, ensuring support maintained through regular feature release upgrades. Tooling and service plan, deploy and manage risk.

— Monitoring and analytics

Tooling and reporting to provide data for Evergreen, alerting and EUEM.

— Proactive alert management

Management and response to issues and incidents identified from alerting service and proactive management.

— End user experience management (EUM)

The Bank is seeking a supplier to drive improvement to end user experience from output of monitoring and analytics and proactive problem management.

— EUC service management

Service management wrapper for all EUC services, as more services are bundled, in the various phases, it will expand.

— Managed build as a service (Remote Build)

Would require off-site secure build and efficient delivery of Bank build PCs.

— Knowledge management

Provision of support documentation, FAQ, information to allow people to help themselves e.g. self-service portal, knowledge base, outputs of problem management, work around, etc. Behavioural knowledge base. Suppliers at tender stage will be required to detail how they will use the data they gather for continual service improvement and how will this be integrated.


Management of the EUC VDI as a service.

— build and maintenance of EUC Windows operating system

Maintenance of the Windows operating system build and associated tasks, sequences, group policy objects and management of the monthly patch cycle.

— Software/application packaging resource

The package and delivery of applications using various methodologies, including MS-APP-V, SCCM, MSI.

Phase 2: Services.

Phase 2: Services to be transitioned by May 2022.

— Managed print service

Device supply, maintenance and support, delivering visibility, control and an optimised solution.

— Mobile airtime

Airtime for mobile phones. The Bank will also be seeking an option for future bundles with device as a service covering other devices as well as phones (Laptop, desktop, tablet, etc.).

— Mobile device management

Provision of management toolset to provide security and control for Bank devices.

Phase 3: Services

Phase 3: Services will be optional, with the option to purchase these services being at the discretion of the Bank.

— Software packaging and delivery as a service

Bureaux application packaging service.

— Service management toolset

The provision and management of tooling for service management functions. The Bank currently used BMC Remedy, so it is a requirement that initially any supplier would interface with this current system

— Contact management

The development and provision of a process for contacting support (Service desk, phone, self-service, chat bot, etc.).

— Incident management

Processes and resources for managing all incidents.

— Request management

Processes and resources for managing all service requests.

— Problem management

Processes and resources for managing all problems.

— Remote support

Provision of meaningful level of support remote from Bank Premises (e.g. off site SD and second line support).

— Executive IT support

Provision of onsite support where remote support not possible (either security, technical or logistically) with a hyper care wrapper for — Execs and support staff

Onsite Support. This is currently provided by Bank staff (apart from Asset Lifecycle and Managed Print Service, which are provided by third party suppliers)

— Device as a service

Provision of devise as a service which includes Mobile Airtime and Mobile Device Management.

Provision of PC device configuration management and tooling:

The Bank currently uses SCCM but is open to alternative approaches.

II.2.5)Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6)Estimated value
Value excluding VAT: 46 500 000.00 GBP
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 60
This contract is subject to renewal: no
II.2.9)Information about the limits on the number of candidates to be invited
Maximum number: 5
Objective criteria for choosing the limited number of candidates:

As detailed in selection questionnaire.

II.2.10)Information about variants
Variants will be accepted: no
II.2.11)Information about options
Options: no
II.2.13)Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds: no
II.2.14)Additional information

Section IV: Procedure

IV.1.1)Type of procedure
Restricted procedure
IV.1.3)Information about a framework agreement or a dynamic purchasing system
IV.1.8)Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: no
IV.2)Administrative information
IV.2.2)Time limit for receipt of tenders or requests to participate
Date: 09/11/2020
Local time: 17:00
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates
IV.2.4)Languages in which tenders or requests to participate may be submitted:

Section VI: Complementary information

VI.1)Information about recurrence
This is a recurrent procurement: no
VI.3)Additional information:
VI.4)Procedures for review
VI.4.1)Review body
Official name: Bank of England
Postal address: Threadneedle Street
Town: London
Country: United Kingdom
VI.5)Date of dispatch of this notice: