Section one: Contracting entity
one.1) Name and addresses
FIRST TRENITALIA WEST COAST RAIL LIMITED
4th Floor Capital House 25 Chapel Street
London
NW15DH
pardeep.dubb@avantiwestcoast.co.uk
Telephone
+44 7920530473
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
one.3) Communication
Access to the procurement documents is restricted. Further information can be obtained at
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted to the above-mentioned address
one.6) Main activity
Railway services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Provision of 1st Line IT Helpdesk Support
two.1.2) Main CPV code
- 72222300 - Information technology services
two.1.3) Type of contract
Services
two.1.4) Short description
The requirement is for a 24/7 Managed IT Service Desk.
Managed IT Service Desk to serve as the primary point of contact for owning incidents, addressing user requests, questions and providing a communications channel between other service management functions and the user community. In addition to these core functions, the service desk will have an active role in capturing change requests, maintaining 3rd party support contracts, managing access requests and all other ITIL functions.
Provide 1st line IT Support to support business employees (approx. 3800) with all IT Support requirements in office, at station or onboard train services.
Regular face to face account management meetings. Site visits to meet user stakeholders and understand the IT network Infrastructure.
Operating 24/7 - 365 days with core support hours required between 08:00 -18:00 Monday - Friday. This excludes Christmas and Boxing Day. Out of Hours Support cover required at all other times.
two.1.5) Estimated total value
Value excluding VAT: £900,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKC - North East (England)
- UKD - North West (England)
- UKE - Yorkshire and the Humber
- UKF - East Midlands (England)
- UKG - West Midlands (England)
- UKH - East of England
- UKI - London
- UKJ - South East (England)
- UKK - South West (England)
- UKL - Wales
- UKM - Scotland
Main site or place of performance
UK
two.2.4) Description of the procurement
The requirement is for a 24/7 Managed IT Service Desk.
Managed IT Service Desk to serve as the primary point of contact for owning incidents, addressing user requests, questions and providing a communications channel between other service management functions and the user community. In addition to these core functions, the service desk will have an active role in capturing change requests, maintaining 3rd party support contracts, managing access requests and all other ITIL functions.
Provide 1st line IT Support to support business employees (approx. 3800) with all IT Support requirements in office, at station or onboard train services.
Regular face to face account management meetings. Site visits to meet user stakeholders and understand the IT network Infrastructure.
Operating 24/7 - 365 days with core support hours required between 08:00 -18:00 Monday - Friday. This excludes Christmas and Boxing Day. Out of Hours Support cover required at all other times.
Service should incorporate promotion of Self Service, Intelligent Monitoring and Automation throughout, with use of the First Trenitalia West Coast Rail Limited ServiceNow Instance for all elements of the service. Continuous research into Artificial Intelligence and forming relationships with local colleague champions to promote Technology/Wider business engagement is essential.
The service will own and manage ITIL processes for all IT Support groups to ensure governance is applied and adhered. This will include:
• Incident Management
• Major Incident Management
• Request Management
• Change Management
• Problem Management
• Knowledge Management
• Vendor Management
• Escalation Management
TUPE shall apply.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.6) Estimated value
Value excluding VAT: £900,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
24
This contract is subject to renewal
Yes
Description of renewals
An option for a further period of up to 1 years.
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Negotiated procedure with prior call for competition
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 tenders or requests to participate
Date
3 September 2021
Local time
11:00pm
four.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
6 September 2021
four.2.4) Languages in which tenders or requests to participate may be submitted
English
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.4) Procedures for review
six.4.1) Review body
First Greater Western Ltd
Swindon
Country
United Kingdom
six.4.3) Review procedure
Precise information on deadline(s) for review procedures
- no PQQ documentation will be available until shortly after the expiry of this Contract Notice.
- only suppliers shortlisted at the PQQ Stage will receive a copy of the Tender