Public procurement notice: Contract Notice
Published: 2017-03-30
Buyer: GEANT Limited
Country: UK
Contract type: Services
Procedure: Restricted procedure
CPV classification: 64216210 | 72253100: System support services
Submission deadline: 2017-04-24
Award criteria: The most economic tender

Technical requirements: We aim to establish a contract with a single supplier of 1st line Service Desk function as part of the
The Service Desk (SD) provides a 24x7x365 service as the first point of contact for all new incidents. The Service Desk is currently outsourced to a telecommunications managed services provider.
— Manage telephone calls from users, vendors and suppliers such as NRENs, equipment vendors, housing facilities, peer NOCs, field engineers, etc.;
— Manage emails from users, vendors and suppliers such as NRENs, equipment vendors, housing facilities, peer NOCs, field engineers, etc.;
— Create and distribute email distributed tickets for incidents displayed by the GÉANT Network Management Systems and progress/update or escalate these accordingly to resolution.
— Carry out basic fault isolation of certain incidents as prescribed by work procedures and raise tickets with appropriate users and resolver groups;
— Monitor ticket/incident progress and update tickets according to contracted SLAs: SLAs between GEANT and the SD provider will exist as well as GEANT's publicised GOC response SLAs and incident resolution SLAs.
— Carry out various ad-hoc tasks such as arranging access with site providers for engineers and managing equipment delivery arrangements with sites;
— Provide monthly reports based on information from the GEANT Ticket System and the supplier's own systems as appropriate and in line with GEANT requirements. Typically, the supplier will be required to provide telephony statistics as per this document.
The Operations Centre generates approximately 1350 tickets per quarter of which approximately 20 % are generated outside of core office hours (0700-2100 Monday — Friday CET or CEST). Currently an NMS incident will result in a partially created ticket in the GEANT Trouble Ticket System (TTS). The SD is responsible for completing various ticket details and distributing the notification via the TTS. The working language of the 1st line Service Desk must be English.
Service Level Guarantees (SLGs) are set against ticket response times. Typically these are 15 minutes for the completion and distribution of a ticket resulting from an NMS flagged incident, 15 minutes to respond to a user's email with a template response and 90 minutes to react to a notification of maintenance. These are set out later in this document.
— Process documentation, to be kept on the SD provider's document management system under agreed change control procedures.
Participants will be advised if this is necessary during the procurement. Parent company and/or other guarantees of performance and financial stability may be required by GEANT or proposed by participants if considered appropriate.
No specific legal form is required but if a contract is awarded to a consortium, GEANT may require the consortium to form a separate legal entity before entering into any Contract.
Information and formalities necessary for evaluating if the requirements are met: Candidates' personal situation will be assessed on the basis of information provided in response to a Selection Questionnaire. This procurement will be managed electronically via GEANT's e-Procurement platform where all tender documents can be found. To participate in this procurement, participants must first be registered on www.geant-procurement.net

Eligibility requirements: Information and formalities necessary for evaluating if the requirements are met: Candidates' personal situation will be assessed on the basis of information provided in response to a Selection Questionnaire. This procurement will be managed electronically via GEANT's e-Procurement platform where all tender documents can be found. To participate in this procurement, participants must first be registered on www.geant-procurement.net If you have not yet registerd on the e-Procurement platform, this can be done online at www.geant-procurement.net Please note that, to register, you must have a valid DUNS number (as provided by Dun and Bradstreet) for the organisation which you are registering, who will be entering into a contract if invited to do so. Full instructions for registgration and use of the system can be found at www.geant-procurement.net Once you have registerd at www.geant-procurement.net a registered user can express an interest for a specific procurement. For technical assistance on use of GEANT's e-Procurement platform, please refer to the help guides that are available on the right hand side of the screen when registering. If these do not resolve your query, please contact procurement@geant.net Responses must be submitted by the date in IV.3.4. Candidates' economic and financial capacity will be assessed according to the criteria set out within the selection questionnaire (SQ). The SQ can be accessed at: www.geant-procurement.net using the instructions detailed in III.2.1. Candidates' technical capacity will be assessed according to the criteria set out within the SQ. The SQ can be downloaded from www.geant-procurement.net using the instructions detailed in III.2.
Candidates' economic and financial capacity will be assessed according to the criteria set out within the selection questionnaire (SQ). The SQ can be accessed at: www.geant-procurement.net using the instructions detailed in III.2.1.
Candidates' technical capacity will be assessed according to the criteria set out within the SQ. The SQ can be downloaded from www.geant-procurement.net using the instructions detailed in III.2.