FCA Service Desk and End User Compute (EUC) Services

Tender description

The Financial Conduct Authority is undergoing a digital transformation journey to implement a more focused, responsive and customer centric SD (Service Desk) and EUC solution, with the aim to transform and migrate services to the cloud where possible. With the ongoing transformation, the Financial Conduct Authority are looking for a Strategic Partner to support its vision and provide a high quality and efficient SD and EUC services for the next five (5) years with the option for two (2) separate one (1) year extensions (5+1+1). The solution will support ~4500 end users across 1 site in the UK. The end user device estate currently consists of ~5600 laptops, 100 desktops, and ~460 mobile/tablet devices and this is subject to change during the contract term. The Financial Conduct Authority intends to hold a virtual supplier information event in September for this opportunity. Further information about the event can be found in section II.2.14 of this PIN (Prior Information Notice). To register your interest and monitor this opportunity please contact fcaprocurement@fca.org.uk stating your name and organisation name would like to attend with email addresses to send supplier information event invite. Lot 1: The FCA intends to procure Service Desk and End User Compute services. The intended scope is defined below and is subject to change. The full scope of services will be clarified in the procurement documents issued along with the contract notice. 1)                  Service desk scope Service Desk: available 24 x 7 based in European Economic Community (EEC) region. Bulk of calls expected UK weekdays between core hours of 07:00 – 19:00.  Implementation and ongoing delivery of multiple functions as outlined in the ITIL Framework, including but not limited to (Incident Management, Major Incident Management, Knowledge Management, Problem Management, Change Management, Request Fulfilment etc.) Reporting Infrastructure and cloud infrastructure support 2)                  End User Compute (EUC) Technology scope Identity and Access Management, including JML (Joiners, Movers, and Leavers) processes. Telephony services including application, tooling, VoIP, and mobile devices. Audio Visual services including equipment for sharing and presenting with both sound and visual. End User device management including provisioning of devices, configuration, decommissioning, destruction, build management and CMDB management Virtual Desktop services Remote Access Services Local Area Network (LAN) and guest/corporate Wi-Fi services supporting cloud infrastructure. File storage and data management Email and collaboration service Tech bar operating from the FCA office in Stratford Executive and Accessibility Support team Additional information: Total value of the procurement (excluding VAT) - estimated Value: £50m - £105m, subject to change. Variance based on level of change and contract options. All dates are subject to change.