Computer support and consultancy services

Tender description

NHS South Central and West Commissioning Support Unit (SCW) (the commissioner) wishes to commission flexible and scalable primary care technical support services on behalf of our current and future clinical commissioning group (CCG) customers, to provide all aspects of information technology technical support services (ITS) to their primary care general practices. This PIN notice is to inform the market of the upcoming tender opportunity. The service specification will be aligned to the GP IT Services 2016-18 operating model ‘Securing Excellence in GP IT Services’ and the GP IT operating model addendum. Suppliers must adhere to the service standards as defined in the GP IT operating model and addendum and all updates or amendments to or successor(s) to the model. The contract is due to begin on 1.4.2020 and will be for an initial contract term of 3 years, with the option to extend by a further two 12 month periods (3+1+1). SCW currently provide a range of IT and System support services to 22 customer CCGs across the South of England. The services in the contract are likely to include (but are not limited to) the following: — IT service delivery (service desk) — includes the services and activities which coordinate and respond to incidents, and service requests made by both end-users and technical staff, — IT desk side support — desktop support services includes a complete suite of services to support hardware, software assets and connectivity at SCW supported sites, — active directory management — support and management of active directory domain environment, ensuring that digital assets remain secure and are accessible only by authorised users, — network and communications infrastructure support — IT network and communications infrastructure support includes the services and activities required to manage, coordinate and respond to incidents, arising with IT connectivity and fulfil service requests made by both end-users and technical staff, — server infrastructure support — server infrastructure support services includes a complete suite of services to support server hardware and software assets and their connectivity and security, — service development and support — maintaining the image and the configuration of all end user computers, ensuring that all systems and resident software are secure, up to date and compliant, — asset lifecycle management — management of capital assets throughout their lifecycle! SCW will receive, deploy, manage, retire and dispose of capital assets. Including tracking, maintenance, licensing and secure disposal that meets current security and environmental legislation standards and guidance set out by NHS digital in line with the agreed SCW asset management policy, — IT service performance and reporting — monitoring and tracking the performance of IT services and associated KPI’s, — anti-virus support services — a comprehensive, N3 resident, centrally managed and administered anti-virus and anti-malware solution which meets NHS digital standards to facilitate protection of all PC and server endpoints, — patch management support services — a comprehensive, centrally managed and administered operating system and managed software and firmware updating solution which meets NHS digital standards to facilitate the updating, protection and maintenance of all network infrastructure, computer and server operating systems and managed software under manufacturer warranty/support, — storage Infrastructure services — storage and data infrastructure support services includes a complete suite of services to support storage hardware and data assets and their availability and security, — backup services — encrypted backup of data and replication to a remote site to enable disaster recovery and business continuity, — registration authority services — a comprehensive identity and access management service enabling secure access to clinical systems and applications, — business continuity and disaster recovery simulation — an annual simulated IT BC and DR test carried out in full cooperation with the customer, designed to identify risks and issues and to provide assurance that SCW support processes fulfil BC and DR requirements and adequately underpin business continuity and disaster recover needs, — business continuity planning and review services — a consultancy service designed to help assess the effectiveness of business continuity plan, identify and address any gaps or vulnerabilities and to update plans using the current NHS England templates, — NHS Mail support — NHS Mail Management (LOA Services). A comprehensive LOA service providing efficient, safe and secure lifecycle management and administration of your organisations NHS Mail accounts, — Cyber security services — cyber security services providing assurance and support in respect of infrastructure, data and resident digital assets which are managed by SCW.