Public procurement notice: Contract Award Notice
Published: 2018-03-02
Buyer: Defra Network eTendering Portal
Country: UK
Contract type: Services
Procedure: Open procedure
CPV classification: 72253000: Helpdesk and support services
Estimated value: 10222000 GBP
Award criteria: The most economic tender

Technical requirements: At the heart of the delivery of the Authority’s end-to-end ICT services is the Service Desk which will act a single point of contact and support the Authority’s business units, end-users and other Unity suppliers in enabling the Authority’s core business.
The Service Desk will play a significant role in supporting the Authority’s service management function to achieve its goal of ensuring the services delivered to its end-users are fit for purpose and fit for use.
The Service Desk will be provided to Defra and other organisations in the Defra Group including, the Environment Agency (EA), Natural England (NE), Rural Payments Agency (RPA), Animal and Plant Health Agency (APHA) and Marine Management Organisation (MMO).
The service is to be made available to 21 000 staff across the UK Other Defra affiliated organisations that may choose to take services under the proposed Contract at a later date and would be considered to be in scope organisations can be found via the following link:
For the avoidance of doubt this, Defra Group organisations and Defra affiliated organisations will be beneficiaries of this Service Desk Contract.
The Service Desk will operate 24 hours a day 7 days a week, including UK bank holidays through which end-users of the Authority’s ICT services can direct incidents, raise service requests, and seek guidance.
The Service Desk will play a significant role in supporting the Authority’s service management function to achieve its goal of ensuring the services delivered to its end-users are fit for purpose and fit for use.
The Supplier when delivering Services Desk services shall help drive maximisation of First Time Fix resolving incidents as early as possible and help assist the Authority in moving end-users to the most cost effective contact channel that fulfils their ICT needs, in particular, self-help articles facilitated via a central selfservice portal.
— act as the single point of contact for end users and other Authority ICT suppliers and manage and be responsible for the following on behalf of the Authority;
— on boarding new services/suppliers and off boarding incumbent services/suppliers to the service desk function.
The Supplier shall be responsible for providing the physical Service Desk facility and local IT infrastructure and provide connectivity to the Authority network for the remote access to the Authority systems and first contact resolution tools in scope of the Suppliers responsibility to enable remote support for end — users, and will require internet connectivity to access the SaaS Service Now.
The ITSM toolset (IT Service Management) which has been procured separately by the Authority, includes features which support end user empowerment such as self-service and also tools which broaden the contact channels including.
OJEU procedures include a minimum 10 calendar day standstill period at the point information on the award of the contract is communicated to bidders. This period allows unsuccessful bidders to seek further debriefing from the Contracting Authority before the contract is entered into. If an appeal regarding the award of a contract has not been successfully resolved the Public Contracts Regulations 2006 (SI 2006 No 5) provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High Court (England, Wales and Northern Ireland). Any such action must be brought promptly.


Winner: Capgemini UK Plc
Award value: 10222000
Number of bids: 2