Section one: Contracting entity
one.1) Name and addresses
NATIONAL GRID UK LIMITED
Grand Buildings,1-3 Strand
LONDON
WC2N5EH
Contact
Andy Wright
Country
United Kingdom
NUTS code
UKI - London
Companies House
04508773
Internet address(es)
Main address
one.1) Name and addresses
NATIONAL GRID USA SERVICE COMPANY, INC.
Waltham
US
Contact
Andy Wright
Country
United States
NUTS code
US - United States
Justification for not providing organisation identifier
Not on any register
Internet address(es)
Main address
one.2) Information about joint procurement
The contract involves joint procurement
one.3) Communication
Additional information can be obtained from the above-mentioned address
one.6) Main activity
Electricity
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Service Desk & Digital Workplace Transformation Programme
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
for provision of Service Desk & Digital Workplace Transformation Services across 6 Lots:
1) Digital-First Resolution
2) Future State Support Model
3) Integrated L1 Services
4) Cross-Trained and Specialist IT Services
5) Modernized Print Management
6) Efficient Laptop Procurement
Note - Estimated Total Value across ALL Lots
two.1.5) Estimated total value
Value excluding VAT: 50,000,000 USD
two.1.6) Information about lots
This contract is divided into lots: Yes
The contracting authority reserves the right to award contracts combining the following lots or groups of lots:
The full and final scope has yet to be fully approved; however, the lots will be split as outlined in this informal notice into six components.Any future contract award could either be for all components, or any combination of the Lots outlined.
two.2) Description
two.2.1) Title
Digital-First Resolution
Lot No
1
two.2.2) Additional CPV code(s)
- 72000000 - IT services: consulting, software development, Internet and support
two.2.3) Place of performance
NUTS codes
- UKI - London
- US - United States
two.2.4) Description of the procurement
Digital-First Resolution- reducing enterprise-wide support workload through automation and empowering digital self-service
a. Employee Journeys
- Develop current and future state end-to-end employee journeys based on end-user personas and best-in-class user experience to maximize self-service and automated ticket resolution within IT, HR, Procurement, Record to Report, Order to Cash, Financial Data Reporting and Facilities end-to-end processes support services, including a plan how supplier will implement it in cooperation with NG teams and alignment to NG procedures. Implementation plan should include necessary supplier resources.
- Design employee journeys to resolve historically L1+ enterprise-wide support tickets through automation, self-service, and when necessary, AI-assisted human intervention, including a plan how supplier will implement it in cooperation with NG teams and alignment to NG procedures. Implementation plan should include necessary supplier resources.
b. Knowledge Management
- Create a centralized support knowledge base containing relevant and updated articles, guides, solutions and FAQs to address common support issues including IT, HR, Procurement, Record to Report, Order to Cash, Financial Data Reporting and Facilities end-to-end processes support issues
- Integrate knowledge base with unified self-service platform and include guided decision trees for self-troubleshooting based on employee journeys
c. Workflow Management and Integration
- Design a digital-first resolution solutions/workflows in ServiceNow EC Pro based on employee journeys and self-service opportunities, including a plan how supplier will implement it in cooperation with NG teams and alignment to NG procedures. Implementation plan should include necessary supplier resources.
- Develop foundational capabilities and support function maturity and identify additional automation opportunities based on best practices, including a plan how supplier will implement it in cooperation with NG teams and alignment to NG procedures. Implementation plan should include necessary supplier resources.
- Prepare the plan how to integrate workflows within National Grid's systems and applications, e.g., ServiceNow, AI/ Automation platforms, SAP (S4Hana and SuccessFactors), Ariba, etc. in coordination with the NG teams and procedures as well as how they would resource such implementation.
d. AI Chatbot/ AI-Enablement Tools
- Prepare plan for build up and implementation of a virtual agent that will deliver full-serve delivery. Implementation plan needs include resource and consider close cooperation with NG specialized team or under their supervision/direction.
- Prepare plan for build and implementing of AI-powered tools to assist enterprise-wide support agents such as knowledge management enhancement, agent support chatbot, decision support, automated workflow recommendations, and predictive intelligence. Implementation plan needs include resource and consider close cooperation with NG specialized team or under their supervision/direction.
- Prepare plan for enablement of the automated ticket routing, monitoring, and resolution that would align with NG ecosystem and procedures
two.2.14) Additional information
Suppliers must be registered on Achilles against BOTH of the UVDB Codes below to receive invitation to tender:
2.2.3 IT Consultancy
2.1.3.5 Software Helpdesk Services
two.2) Description
two.2.1) Title
Future State Support Model
Lot No
2
two.2.2) Additional CPV code(s)
- 72000000 - IT services: consulting, software development, Internet and support
two.2.3) Place of performance
NUTS codes
- UKI - London
- US - United States
two.2.4) Description of the procurement
Design future state support model for Service Desk and Digital Workplace Transformation grounded on principles listed below but not limited to:
- deliver services with cross-functional teams, promoting operational efficiency and adaptability to specific Business needs, while at the same time addressing unique IT support needs
- enable phased implementation of digital-first resolution for the Unified Service Desk* (starting with IT services) using best in class transformation techniques that aligns with current/ future NG policies and procedures
- delivery of cost efficiency with measurable SLAs and KPIs to track value realization during implementation and BAU
- creation of a strategy for hiring and training of specialised resources (internal and external) to support future state and value delivery
- enablement of continuous improvement in digital employee experience, employee enablement, modern endpoint management, efficient device patching and update, and other strategic enablers of a modern Digital Workplace services function
The successful supplier will establish a transformation management office, document the model using highest industry standards and ensure knowledge transfer from the suppliers to National Grid employees.
*IT, HR, Procurement, Record to Report, Order to Cash, Financial Data Reporting, and Facilities
two.2.14) Additional information
Suppliers must be registered on Achilles against BOTH of the UVDB Codes below to receive invitation to tender:
2.2.3 IT Consultancy
2.1.3.5 Software Helpdesk Services
two.2) Description
two.2.1) Title
Integrated L1 Services
Lot No
3
two.2.2) Additional CPV code(s)
- 72253000 - Helpdesk and support services
two.2.3) Place of performance
NUTS codes
- UKI - London
- US - United States
two.2.4) Description of the procurement
Integrated L1 Services
Resolving L1 support needs through an integrated, enterprise-wide service that includes, but not limited to:
- Providing enterprise-wide L1 support utilising a digital-first and AI-enabled resolution strategy with the cross-trained ability to resolve support tickets across IT, HR, Procurement, Record to Report, Order to Cash, Financial Data Reporting and Facilities end-to-end processes.
- Integrating with existing National Grid systems and applications, including enhanced knowledge base, self-service portal, AI-powered agent support tools, SAP (S4Hana and SuccessFactors), Ariba, etc.
two.2.14) Additional information
Suppliers must be registered on Achilles against BOTH of the UVDB Codes below to receive invitation to tender:
2.2.3 IT Consultancy
2.1.3.5 Software Helpdesk Services
two.2) Description
two.2.1) Title
Cross-trained and Specialist IT Operations/Engineering
Lot No
4
two.2.2) Additional CPV code(s)
- 72253000 - Helpdesk and support services
two.2.3) Place of performance
NUTS codes
- UKI - London
- US - United States
two.2.4) Description of the procurement
Cross-trained and Specialist Agent Pool, developing a right-sized and cross-trained service to drive L2-L4 resolution human intervention is needed, to include but not limited to:
a. Cross-Trained L2 Services
- Providing L2 IT operations/engineering services utilising a digital-first and AI-enabled resolution strategy through virtual tech bar/onsite at Category 1 locations: 9 US and 4 UK sites
- Integrating with existing National Grid tools and applications, including enhanced knowledge base, self-service portal, and AI-powered agent support tools
- design multiple service levels with associated SLAs and OLAS as designated by business customers, so NG Business Areas can optimize for their needs
b. Field Force Services
- create a centralized support and operations AI-ready knowledge base and service to contain relevant technicians to assist National Grid field force workers and perform rotation site visits to roughly 144 Eastern US locations
c. Right-sized L3-L4 Services
- design a digital first incident and service request solutions/workflows in the following support functions: Devices and Data including VDI, Realtime Collaboration, Content Collaboration including Office365, and Directory Services
- build up and plan for implementation of a virtual agent and agent assistants that will deliver integration with existing National Grid tools and applications, including enhanced knowledge base, self-service portal, and AI-powered agent support tools
two.2.14) Additional information
Suppliers must be registered on Achilles against BOTH of the UVDB Codes below to receive invitation to tender:
2.2.3 IT Consultancy
2.1.3.5 Software Helpdesk Services
two.2) Description
two.2.1) Title
Modernized Print Management
Lot No
5
two.2.2) Additional CPV code(s)
- 30232100 - Printers and plotters
two.2.3) Place of performance
NUTS codes
- UKI - London
- US - United States
two.2.4) Description of the procurement
Providing and managing comprehensive user friendly print services that include, but not limited to: usage monitoring, mobile and remote printing, authentication and security, fax services, office 365 integration, IoT integration, scanning, and printer operations and support
two.2.14) Additional information
Suppliers must be registered on Achilles against the UVDB Code below to receive invitation to tender:
2.6.3.4 Print Management Services
two.2) Description
two.2.1) Title
Laptop Procurement & Provisioning
Lot No
6
two.2.2) Additional CPV code(s)
- 30213100 - Portable computers
two.2.3) Place of performance
NUTS codes
- UKI - London
- US - United States
two.2.4) Description of the procurement
Laptop Procurement & Provisioning to include but no limited to:
a. Efficient Laptop Procurement- acquiring high-quality, cost-effective laptops that meet the needs of National Grid employees
b. Guide the selection and manage the purchase, pre-provisioning system integration (including National Grid user guide), and delivery of laptops based on organizational needs and allocated budget, while maintaining accurate asset records
two.2.14) Additional information
Suppliers must be registered on Achilles against the UVDB Code below to receive invitation to tender:
1.5.2 Computer Hardware & Accessories Portable
two.3) Estimated date of publication of contract notice
28 February 2024
Section four. Procedure
four.1) Description
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.2.2) Time limit for receipt of expressions of interest
Date
28 February 2024
four.2.4) Languages in which tenders or requests to participate may be submitted
English
Section six. Complementary information
six.3) Additional information
Achilles Registration:
Further to the enclosed PIN, please indicate your expression of interest and confirmation of registration of ALL UVDB codes for each Lot by emailing andy.wright@nationalgrid.com and Kimberly.Nguyen@nationalgrid.com.
You must be registered against ALL UVDB Codes on Achilles as specified within each Lot in order to receive the Contract Notice and be invited to the Pre-Qualification Stage.
On your email confirmation, clearly state for each Lot your interest and current status, i.e.:
Lot 1 - Interested? Yes/No If Yes,
- Fully registered on Achilles against UVDB Codes? Yes/No
- Partially registered Yes/No
- Not registered at all Yes/No
Desta Wheeler (desta.wheeler@achilles.com) can support any issues with completion of your registration process on Achilles ahead of the qualification event commencing in March.