IT Service Desk Solution

Worcestershire County Council is seeking to procure a service desk software product. The Council requires a new/replacement IT Service Desk support system for staff to use to manage IT calls, incidents, problems, change management, inventory, resolution allocation and end user interaction. The current service is provided as part of a Commissioned Service which will no longer be available following transition back in house, from around March 2018 onwards, and therefore a replacement product needs to be procured, installed, configured and tested before this date.

This Invitation to Tender invites potential providers to indicate a fixed fee proposal for the provision of a software product. Payment will be subject to agreed milestone payments and acceptance criteria that trigger the milestone payments. It is anticipated that this Contract will be subject to a maximum budget of £110,000 over the period from 1st March 2018 to 28th February 2023.

19th January 2018 Please see clarification questions and responses attached.

Additional information: The above tender is due to go live on the Council's e procurement portal (in-Tend) on Monday 8th January 2018. On or after this date, if you are interested in this opportunity, please go to the following link where you will be able to access all information and the tender documents.

You will need to register on In-tend before you can apply for any opportunity.

https://www.in-tendhost.co.uk/worcestershire/aspx/Home

The tender opportunity will be entitled: IT Service Desk Solution Tender. If you wish to view the documents for this opportunity please click `Express Interest`. Following this, if you wish to apply for this opportunity please click `Opt in` which will then enable you to view and complete the Questionnaire and upload the relevant documents.

After uploading all required documents and completing the questionnaire please remember to press the `Submit your Return` button at the bottom of the page.

Any questions or clarification should be conducted via `Correspondence` through in-Tend.

IMPORTANT UPDATE.

Table 1: proposed tender timetable

Process Key Dates Timescales Advertise Tender by 8th January 2018 Closing date for submission of questions from suppliers By 12noon on 17th January 2018 Summary published of response to questions by 19th January 2018 Closing date and time for receipt of completed Tenders 4pm 29th January 2018 Demonstration of Solution by Tenderers still under consideration 5th - 7th February 2018 Evaluation of tenders completed by 15th February 2018 Preferred Tenderer announced by 16th February 2018 Proposed Contract start date 1st March 2018

We hope you find the attached information of interest.

Kind regards

Procurement Team

Is a Recurrent Procurement Type? : No