Section one: Contracting authority
one.1) Name and addresses
Health Innovation North East and North Cumbria
Suite A, 2nd Floor, 1 Citygate Gallowgate
Newcastle-upon-Tyne
NE1 4WH
BusinessDevelopment@healthinnovationnenc.org.uk
Telephone
+44 1916076350
Country
United Kingdom
Region code
UK - United Kingdom
Internet address(es)
Main address
https://healthinnovationnenc.org.uk/
Buyer's address
https://healthinnovationnenc.org.uk/
one.4) Type of the contracting authority
Other type
Company Limited by Guarantee
one.5) Main activity
Health
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
IT Services Support
Reference number
DN752143
two.1.2) Main CPV code
- 72000000 - IT services: consulting, software development, Internet and support
two.1.3) Type of contract
Services
two.1.4) Short description
The requirement is for the Supplier to provide a fully managed IT support service to enable Health Innovation Network NENC (referred to as 'HINENC') to deliver its core business services. The current support contract comes to an end on the 1st February 2025 and services approximately 80 users / devices during office hours Monday to Friday.
Objectives
The supplier will provide seamless transition of IT support from the current incumbent, ensuring that there is minimal disruption to HINENC business operations.
Once the initial transfer is complete, the supplier will deliver HINENC with a fully managed IT support service focussing on the following:
Improved Service Delivery: Assist HINENC to ensure timely and effective delivery of HINENC's core business services, facilitating IT-enabled improvements.
Optimised Resource Management: Efficiently manage HINENC resources to reduce operational costs.
Strong Compliance and Security: Adhere to all relevant regulations and standards, with industry-leading protection of the HINENC's IT configuration and information assets.
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Lowest offer: £20,700 / Highest offer: £62,100 taken into consideration
two.2) Description
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
Objectives
The supplier will provide seamless transition of IT support from the current incumbent, ensuring that there is minimal disruption to HINENC business operations.
Once the initial transfer is complete, the supplier will deliver HINENC with a fully managed IT support service focussing on the following:
Improved Service Delivery: Assist HINENC to ensure timely and effective delivery of HINENC's core business services, facilitating IT-enabled improvements.
Optimised Resource Management: Efficiently manage HINENC resources to reduce operational costs.
Strong Compliance and Security: Adhere to all relevant regulations and standards, with industry-leading protection of the HINENC's IT configuration and information assets.
Performance Metrics
It is expected that the Supplier will report their own performance against a set of standards so that service delivery is regularly monitored and assessed.
Service Level Agreements (SLAs): Work with clearly defined SLAs for response times, resolution times, and service availability, the Supplier must provide details of their proposed target levels.
Key Performance Indicators (KPIs): Track metrics such as customer satisfaction, service uptime, etc.
Regular Reporting: Provide HINENC with regular updates on performance against KPIs / SLAs to identify opportunities for improvement.
Governance
It is expected that the Supplier will implement documented arrangements to govern the following aspects of service delivery:
Change Management: Ensure that any change is well planned and managed and that lessons are learnt.
Risk Management: Anticipate and mitigate risks associated with service delivery.
Audit and Review: Perform regular audits and reviews to ensure that areas for improvement are continuously identified.
Problem Management: Identify problems quickly and implement solutions.
Minimum Standards
Essential:
Certification to Cyber Essentials Plus.
Desirable:
ISO 27001 (Information Security Management System) certification.
ISO 14001 (Environmental Management) certification.
two.2.5) Award criteria
Quality criterion - Name: Technical/Quality / Weighting: 70
Quality criterion - Name: Social Value / Weighting: 10
Price - Weighting: 20
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Restricted procedure
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2023/S 000-015073
Section five. Award of contract
Contract No
DN752143
Lot No
5
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
16 January 2025
five.2.2) Information about tenders
Number of tenders received: 2
Number of tenders received from SMEs: 2
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 2
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Synergi Software Ltd
2 Staithes, The Watermark
Gateshead
NE11 9SN
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Lowest offer: £20,700 / Highest offer: £62,100 taken into consideration
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
Health Innovation NENC
Newcastle upon Tyne
Country
United Kingdom