Section one: Contracting authority/entity
one.1) Name and addresses
THE UNIVERSITY OF BIRMINGHAM
Edgbaston
BIRMINGHAM
B152TT
Contact
Karen Aird
Telephone
+44 1214158491
Country
United Kingdom
Region code
UKG31 - Birmingham
Companies House
RC000645
Internet address(es)
Main address
https://intranet.birmingham.ac.uk/
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Education
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Out of Hours IT Helpdesk Managed Service
Reference number
SC11934/23
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
a subscription-based service providing first and second line support with IT and library queries to students and staff of participating universities and colleges at times when the main support services are closed.
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: £168,111
two.2) Description
two.2.2) Additional CPV code(s)
- 72000000 - IT services: consulting, software development, Internet and support
two.2.3) Place of performance
NUTS codes
- UKG - West Midlands (England)
two.2.4) Description of the procurement
a subscription-based service providing first and second line support with IT and library queries to students and staff of participating universities and colleges at times when the main support services are closed.
The service operates from 17:00 to 08:00 weekdays, 24 hours weekends and public holidays. Contact to the service may be made by phone, email, and Live Chat.
two.2.5) Award criteria
Price
two.2.11) Information about options
Options: 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:
Norman is in the unique position of being operated by a Higher Education institution within the heart of its own campus (as well as remotely via home working) as well as having supported numerous and varied Higher Education institutions over more than 16 years, this benefits us and you in a number of ways that other services cannot:
• Norman has an innate familiarity with the Higher Education sector, understanding better than anyone the University needs as well as the needs of their students and staff.
• Norman understands and can help overcome challenges posed in supporting customers in the Higher education sector, increasing student expectation, the seasonal demands of the academic calendar, rapidly evolving technological demands etc.
• Over the years Norman have also come to understand that Higher Education institutions are far more similar than different. Exposure to the sector has given them a broad and expansive experience of the specific systems and processes in the sector. Norman staff offer expert support in:
o Virtual Learning Environments
o Eduroam troubleshooting.
o Off-site access to local services
o Accessing electronic journals.
o Referencing software.
o Statistical software (including Nvivo, SPSS etc)
o Student lifecycle and enrolment
o Standard operating systems
o Standard and specialist software including office applications.
o Standard communication packages including Office365 and Skype for business.
Norman is a proven provider of Higher Education first and second line support; having supported over 60 institutions over the past 16 years, including Russell group, Red Brick, Pre and Post 92 institutions.
We have come to appreciate the remarkable advantages of providing constant phone and live chat assistance for the IT Service Desk. Our conviction remains strong that no alternative service could measure up to this level of support. This is precisely why we have opted for Norman Managed Services, particularly due to their expertise in higher education. Their adeptness in this field further validates our decision. Notably, Norman Managed Services seamlessly transitioned into action, necessitating minimal input from us to grasp the nuances of the support inquiries we routinely encounter.
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
Contract No
SC11934/23
Title
Managed Out of Hours Helpdesk
A contract/lot is awarded: Yes
five.2) Award of contract/concession
five.2.1) Date of conclusion of the contract
18 August 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
University of Northumbria at Newcastle
Newcastle
Country
United Kingdom
NUTS code
- UKC - North East (England)
Companies House
10167191
The contractor/concessionaire is an SME
No
five.2.4) Information on value of contract/lot/concession (excluding VAT)
Initial estimated total value of the contract/lot/concession: £168,111
Total value of the contract/lot/concession: £168,111
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
University of Birmingham
Birmingham
Country
United Kingdom