IT services: consulting, software development, Internet and support

Tender description

The Bank is seeking to appoint a dynamic and proactive strategic partner to support its vision for providing a customer focused, responsive and cost-effective End User Compute (EUC) solution. The Bank intends to appoint this partner on a long term basis to allow sufficient time to gain the greatest benefits from the service solution. As such the contract will be for a term of 5 years with the option for the Bank to extend by 2 years. The indicative spend for all of the services in scope is GBP 9.3 million per annum when fully rolled out. We expect our partner to continuously drive improvement in the services with a goal to become operationally silent. We also expect our partner to adhere to the Bank’s values and observe a working ethos based on partnership, transparency and trust. The EUC solution is critical to the Bank as the services touch all its employees to enable them to carry out their roles. The solution will support approximately 6 000 end users across 15 sites in the UK. Our end user device estate includes 6 232 laptops, 589 desktops, 2 237 mobile/tablet devices and approximately 100 MFDs and 60 desktop printers. The Bank intends to roll out the EUC services in a phased manner over a period of time and deliver an improved colleague experience and service through: • single supplier accountability for overall service; • consolidated services to deliver commercial benefits through efficiencies and economies of scale; • end-to-end supply, providing fewer touchpoints and synergies for service improvement; • introduction of industry best practice process that are proven to deliver service improvements; • end-to-end supply, providing fewer touchpoints and synergies for service improvement; • investment in service improvements throughout the course of the contract; • service performance driven by SLAs and output deliverables; The following services are in scope for this project. These services are currently provided by third party suppliers or delivered internal via Bank of England staff. Phase 1: Services Phase 1: services to be transitioned by November 2021. — Hardware VAR Value-added reseller (VAR) for technology products, hardware. — Resources on demand Resources on demand to supplement the Bank’s existing EUC services during transition and EUC services retained by the Bank during the term of the contract. These resources will be required on a rate card basis and would include, but not be limited to application and software packaging, first line service desk, second line desk top support, third line EUC specialist, SCCM, VDI, resources. — Asset Lifecycle — Provision to disposal Asset Lifecycle management — Provision to disposal: manage, operate, maintain, and provide support services for end user equipment. This service is currently provided by the Bank’s third party supplier via a Tech Bar, however, the Bank is open to alternative models proposed for the services going forward. — Windows Evergreen management Management of updates to Windows 10 devices, ensuring support maintained through regular feature release upgrades. Tooling and service plan, deploy and manage risk. — Monitoring and analytics Tooling and reporting to provide data for Evergreen, alerting and EUEM. — Proactive alert management Management and response to issues and incidents identified from alerting service and proactive management. — End user experience management (EUM) The Bank is seeking a supplier to drive improvement to end user experience from output of monitoring and analytics and proactive problem management. — EUC service management Service management wrapper for all EUC services, as more services are bundled, in the various phases, it will expand. — Managed build as a service (Remote Build) Would require off-site secure build and efficient delivery of Bank build PCs. — Knowledge management Provision of support documentation, FAQ, information to allow people to help themselves e.g. self-service portal, knowledge base, outputs of problem management, work around, etc. Behavioural knowledge base. Suppliers at tender stage will be required to detail how they will use the data they gather for continual service improvement and how will this be integrated. — VDI Management of the EUC VDI as a service. — build and maintenance of EUC Windows operating system Maintenance of the Windows operating system build and associated tasks, sequences, group policy objects and management of the monthly patch cycle. — Software/application packaging resource The package and delivery of applications using various methodologies, including MS-APP-V, SCCM, MSI. Phase 2: Services. Phase 2: Services to be transitioned by May 2022. — Managed print service Device supply, maintenance and support, delivering visibility, control and an optimised solution. — Mobile airtime Airtime for mobile phones. The Bank will also be seeking an option for future bundles with device as a service covering other devices as well as phones (Laptop, desktop, tablet, etc.). — Mobile device management Provision of management toolset to provide security and control for Bank devices. Phase 3: Services Phase 3: Services will be optional, with the option to purchase these services being at the discretion of the Bank. — Software packaging and delivery as a service Bureaux application packaging service. — Service management toolset The provision and management of tooling for service management functions. The Bank currently used BMC Remedy, so it is a requirement that initially any supplier would interface with this current system — Contact management The development and provision of a process for contacting support (Service desk, phone, self-service, chat bot, etc.). — Incident management Processes and resources for managing all incidents. — Request management Processes and resources for managing all service requests. — Problem management Processes and resources for managing all problems. — Remote support Provision of meaningful level of support remote from Bank Premises (e.g. off site SD and second line support). — Executive IT support Provision of onsite support where remote support not possible (either security, technical or logistically) with a hyper care wrapper for — Execs and support staff Onsite Support. This is currently provided by Bank staff (apart from Asset Lifecycle and Managed Print Service, which are provided by third party suppliers) — Device as a service Provision of devise as a service which includes Mobile Airtime and Mobile Device Management. Provision of PC device configuration management and tooling: The Bank currently uses SCCM but is open to alternative approaches.