Technical computer support services

Tender description

This contract covers a range of commodity services such as management and support of end user devices, application packaging and deployment, IMACD, administrative infrastructure, remote access, application performance monitoring and virtual desktops, but also includes some requirements bespoke to HMRC. The full scope and requirement is set out in Section II.2. Please note that HMRC is currently undergoing a significant period of transformation, and so some of the details of these requirements (including scope, scale and timings), particularly for those listed as options, may not be available to suppliers until later in the competitive dialogue process. End User Devices The build, deployment, maintenance and support of end user devices (including mobile devices e.g. Blackberries). Break/fix, 2nd and 3rd line support for all Managed Desktop Services scope. Management of the operational support relationship with vendors. The asset management of all Managed Desktop Services scope for hardware and software. The break/fix and support of presentation/audio-visual equipment for all meeting and training rooms. The support and management of video conferencing equipment/software. Optional support and management of managed printing and application printing services. The ongoing maintenance of the anti-virus client, anti-virus definition file updates, hot-fix and patching activities to maintain the installed fleet of workstations (physical and virtual) to the level agreed with HMRC. Application Packaging and Deployment. The provision of an application packaging service including software distribution and support. IMACDs Management of all ‘Install, Move, Add, Change and Decommission’ processes for end user devices. Options for secure disposal of hardware and peripherals. Administrative Infrastructure The management and support of administrative infrastructure including Active Directory, LDAP Directory Services, Forefront Identity Manager, etc. The management and support of servers relating to the scope of the Managed Desktop Procurement. Specialist support and project work related to integration and support of cloud based mail provider within the HMRC environment, such as management of APIs, client-side add-ins and Global Address List sharing among other functions. Specialist support and project work related to the integration and support of a third-party cloud storage provider, such as management of APIs and data migrations. The provision and support of testing and testbed environments relating to the scope of the Managed Desktop Procurement. Option for managed email service for subset of HMRC users. Option for provision, management and support of CIFS filestore. Management of infrastructure and content for controlled access to the internet. Remote Access. The management and support of the Remote Access Service. Application Performance Monitoring. The option for the provision, management and support of end-to-end desktop Application Performance Monitoring. Virtual Desktop. The management and support of a virtual desktop environment to be used by other government departments for accessing HMRC applications. Procurement. The option to buy additional hardware and software through this contract, as required. Project Work. The provision of professional services for project work related to Managed Desktop scope. Transition & Implementation Services: The management and delivery of transition and implementation services to enable the commencement and ongoing delivery of the contracted services.