Software package and information systems

Tender description

Translink (Comprising of Citybus Ltd, Northern Ireland Railways Co Ltd and Ulsterbus Ltd) and including Northern Ireland Transport Holding Company (NITHC) (known as ‘The Group’) are seeking to appoint a supplier to implement a service management system. Since 2002, the IS Department within Translink has been using an incident based system as their service management system to record and manage all IS incidents across the company. This system is now life expired. Since 2003, the Customer Service Department within Translink have been using a similar system as a means of capturing and reporting on customer feedback — primarily complaints and compliments — across Northern Ireland Railways, Ulsterbus and Metro. Both systems while currently in use are life expired and there is a need to replace these. Information Technology Infrastructure Library (ITIL) is a best practice service management methodology which has been embraced by IS to deliver services to meet the needs of the business. ITIL is a registered trademark which is owned by HM Government. Any new service management system should be based on ITIL processes. Translink IS currently support 1 600 staff across 95 locations using over 200 applications delivered from an estate of 100 servers (physical and virtual). A service management system will allow Translink IS to deliver improved services to the business. While the system is primarily for Translink IS department, it should also be capable of being used by other departments within the company that are service based, e.g. customer service departments (to record and manage complaints, compliments, etc.), marketing, HR. The system must be able to be configured for use by more than 1 department with possibly 80 users on the system at 1-time plus browser based access for all other users. The customer services department would deal with approximately 10 000 complaints and 400 compliments per year and the IS Department would record approximately 12 000 incidents. While not an exhaustive list, the following requirements have been identified: — A scalable solution that can run either within an in-house or cloud environment that uses an industry standard database, — Service desk to manage incidents, — Ability to categorise and manage problems, — Configuration/asset database/document control, — Change and release management, — Links to existing systems including active directory, systems centre configuration manager, — Service contract tracking, — Ability for users to log incidents into system and be updated as their issue progresses to completion, — Tracking budget costs that can be tailored to our budget centres and KPI factors, — Provide automatic notification against defined SLA's, — Facility for remote data entry and interrogation on mobile devices, — Ability to configure system to meet needs of other service based departments, e.g. customer services to assist with complaints, compliments, lost property, etc., — Ability to configure figures that pertain to Live chat and social media interactions, — Assurance that the information held can be converted and used by an alternative service management system for future contracts, — Ease of reporting to meet different requirements, e.g. service management reports for finance department users, HR users, — Provision of project management and training as required to liaise with our IS department, complete the installation to our satisfaction, aid in data conversion from existing systems and to train our key users. Please see PQQ (pre qualification questionnaire) for full details.