The purchase of an Out of Hours Service Desk for De Montfort University, Leicester

Tender description

DMU has a requirement to purchase an out of hours IT service desk solution to enable effective out of hours IT support to staff and students of the University. There is also a requirement to act as cover for the service desk during departmental meetings during core hours. The solution will be used for providing 1st line IT support and where necessary, escalating incidents to other IT support teams. The expected term of the proposed contract is two-and-a-half (2.5) years. Pricing must be firm for this period. Whilst the intended contract term is two-and-a-half (2.5) years, DMU requires the right to cancel it for convenience at three months' notice at any time. DMU is looking to work in the spirit of partnering with a supplier to support staff and students, and with a supplier who can also appreciate the academic calendar and the impact that it has during the year on support requirements. For example: o Jan 2015 - Dec 2015 there were 320 out of hours incidents / service requests logged of which 130 (41%) were logged during September, October and November. Out of the 320 incidents / service requests, 15 (4.6%) required escalating to 2nd line support as Priority One incidents. o Jan 2016 2016 - Dec 2016 there were 380 out of hours incidents / service requests logged of which 76 (20%) were logged during September , October and November. Out of the 380 incidents / service requests, 25 (6.5%) required escalating to 2nd line support as Priority One incidents. Of the 700 incidents / requests logged 552 (79%) were resolved by out of hours first line support. 40 (6%) were escalated to 2nd line and the remaining 108 (15.5%) were logged for DMU teams to process the next working day. This service needs to be up and running by September 25th 2017. It is possible that the chosen supplier may require up to two months of preparatory or commissioning work to get its proposed solution up and running. Further details of the requirement are set out in the Statement of Requirements (SoR) forming part of this document.