Case 487142

Tender description

The Scottish Government has a requirement to place a contract with an external service provider for the provision of an IT Managed Service to Maintain the Level of Service Case Management Inventory (LS/CMI) System. The 2021-22 Programme for Scottish Government document sets out the intention to promote a fairer more equal society. This contract will assist by supporting Justice Social Workers (JSW) and the Scottish Prison Service (SPS) to assess and manage the level of risk posed by certain individuals to the public and to inform their case management needs. A summary of the Service Providers responsibilities is as follows; -Bug/issue fixing as and when identified by users; - Service Help Desk (email/helpdesk number) as central point of contact for raising any system errors/issues and addressing these promptly and effectively; - Security patching where dictated in support of the development/test instance; - Release management, system updates and installation; - Provide advice and support to all agencies using the system on an ongoing basis; - Where new content/change requests are identified and approved by the Scottish Government, the IT Managed Service Provider will develop, test, and implement new applications and provide appropriate guidance and support to users; - Until the system is migrated to cloud, in order to maintain the high security level of the PSN system, a series of annual IT health checks (including PEN tests) require to be carried out. In addition, a detailed audit log requires to be maintained to capture all actions within the database. - Maintain close communication with the Scottish Government through a representative attending quarterly meetings of the LS/CMI Change Board to ensure effective communication between all agencies about the cause and effects of any changes that are to be installed to the system.