Section one: Contracting authority/entity
one.1) Name and addresses
DVSA
Swansea
Country
United Kingdom
Region code
UK - United Kingdom
Internet address(es)
Main address
https://www.gov.uk/government/organisations/driver-and-vehicle-standards-agency
one.4) Type of the contracting authority
National or federal Agency/Office
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
K280022080 - ServiceNow Managed Services
two.1.2) Main CPV code
- 72261000 - Software support services
two.1.3) Type of contract
Services
two.1.4) Short description
ServiceNow is the IT Service Management platform used by DVSA to provide
Incident, Problem, Change, Request and Hardware Asset Management support to all
its IT support services, including digital and Theory Test. It provides the 4500 DVSA
employees with an IT self-service portal which provides access to a 100% self-service
request catalogue for IT kit and access, 24/7 access to a virtual agent (chatbot) to
provide IT support, in hour access to webchat with the IT Service Desk, an IT
Knowledge Base and a 100% self-service Front Line Logistics catalogue. It also
provides an automated feedback process for users so that we can better understand
their experience. It is integrated with Happy Signals an Experience Management
platform.
To ensure a continuation of this service and further development using the system, a
contract is required for the managed service and development services.
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £1,837,977.40
two.2) Description
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
ServiceNow is the IT Service Management platform used by DVSA to provide
Incident, Problem, Change, Request and Hardware Asset Management support to all
its IT support services, including digital and Theory Test. It provides the 4500 DVSA
employees with an IT self-service portal which provides access to a 100% self-service
request catalogue for IT kit and access, 24/7 access to a virtual agent (chatbot) to
provide IT support, in hour access to webchat with the IT Service Desk, an IT
Knowledge Base and a 100% self-service Front Line Logistics catalogue. It also
provides an automated feedback process for users so that we can better understand
their experience. It is integrated with Happy Signals an Experience Management
platform.
To ensure a continuation of this service and further development using the system, a
contract is required for the managed service and development services.
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
Award of a contract without prior publication of a call for competition in the cases listed below
- The procurement falls outside the scope of application of the regulations
Explanation:
This procurement has been conducted is in line with regulation 32 2(b)(ii) of Public Contracts Regulations (PCR) 2015.
2(b)(ii)competition is absent for technical reasons:
We have complex projects in flight with Flyform (ITAM project Phase 1 and CMDB Phase 2 and 3) which are technically complex. Flyform have been working on these for over a year and the phase 2 and 3 will continue into Year 2 of the STA contract. Changing supplier at this time would pose serious risk and delays to project deliverables which are directorate objectives.
Service Now has now been selected as a strategic government technology which has resulted in an uptake in demand to what was originally forecasted, business areas are considering Service Now for digitalisation of non-IT processes. As a result, the previous contract value reached its limit and a new contract is needed.
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
Section five. Award of contract/concession
A contract/lot is awarded: Yes
five.2) Award of contract/concession
five.2.1) Date of conclusion of the contract
1 June 2023
five.2.2) Information about tenders
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor/concessionaire
FlyForm Ltd
Cardiff
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor/concessionaire is an SME
Yes
five.2.4) Information on value of contract/lot/concession (excluding VAT)
Total value of the contract/lot/concession: £1,837,977.40
five.2.5) Information about subcontracting
The contract/lot/concession is likely to be subcontracted
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
Department for Transport
London
Country
United Kingdom