Section one: Contracting entity
one.1) Name and addresses
FIRSTGROUP HOLDINGS LIMITED
8th Floor, The Point
LONDON
W21AF
Contact
Ana Gair
Country
United Kingdom
Region code
UKI32 - Westminster
Companies House
05154485
Internet address(es)
Main address
one.3) Communication
Access to the procurement documents is restricted. Further information can be obtained at
http://redirect.transaxions.com/events/9KAoB
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
Urban railway, tramway, trolleybus or bus services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
First Group Service Desk Managed Service Procurement Tender
two.1.2) Main CPV code
- 60000000 - Transport services (excl. Waste transport)
two.1.3) Type of contract
Services
two.1.4) Short description
The proposed solution seeks to integrate Service Desk services more closely with one Service Desk team who will be the single point of contact for FirstGroup staff, internal support groups and other suppliers. Our solution will also deploy a common IT Service management toolset across the Group, across existing third-party services and in house teams; and at the same time provide cost efficiencies that generate year-on-year cost savings.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
The proposed solution seeks to integrate Service Desk services more closely with one Service Desk team who will be the single point of contact for FirstGroup staff, internal support groups and other suppliers. Our solution will also deploy a common IT Service management toolset across the Group, across existing third-party services and in house teams; and at the same time provide cost efficiencies that generate year-on-year cost savings.
The single Service Desk provider and team will own and manage all FirstGroup contacts, incidents, IT service requests and enquiries from initial identification, with the aim to restore user services as quickly as possible. This includes regular communication with FirstGroup staff and suppliers as necessary to ensure the speedy resolution of issues. The single Service Desk provider will own all incidents throughout their lifecycle.
This includes, but is not limited to, the following service aspects:
- Incident, Change, Problem and Knowledge Management
- IT Service Request Fulfilment and Management
- IT Access Management
- Major Incident Management
- All tasks and actions based on and enacted according to FirstGroup's Policies and Processes.
Duration of contract: 36 months
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
36
This contract is subject to renewal
No
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
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.2.2) Time limit for receipt of tenders or requests to participate
Date
13 January 2025
Local time
3:00pm
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
FirstGroup Holdings Limited
London
Country
United Kingdom