National Energy System Operator (NESO) - Digital Workplace Services & End User Compute (DWS-EUC) & IT Service Management (ITSM)

Tender description

National Grid Electricity System Operator (NGESO), a legally separate business within the National Grid Group, is the electricity system operator for Great Britain. The NGESO moves electricity around the system to keep homes and businesses supplied with the energy they need 24/7. National Grid Electricity System Operator (NGESO) became a legally separate business from the wider National Grid Electricity Transmission (NG) in 2019. NGESO is on a journey to become National Energy System Operator (NESO), a separate legal entity under UK government ownership during Summer 2024. Where in this notice we refer to NESO, this should be understood as also including NGESO before the change is taken place. As of July 2024, National Energy System Operator Limited (NESO) will no longer be a part of the National Grid group, resulting in the need to separate what are currently shared processes and functions. As part of the separation from National Grid Group and transformation into NESO under UK Government ownership, The Digital, Data and Technology (DD&T) organisation within NESO require its own independent capabilities for Digital Workplace Services & End User Compute (DWS-EUC) and IT Service Management (ITSM). This will encompass all DWS & EUC and ITSM functions and services required to achieve NESO's digitalisation strategy. As part of becoming NESO, the organisation will require a partner that consistently delivers fit for purpose and modern DWS-EUC and ITSM capabilities and services, adapting to a constantly evolving organisation with varying needs. NESO require a partner that: has industry leading knowledge and expertise in modern technology practices delivers effective and ITIL-aligned Service Management functionalities can provide NESO with continuous access to innovation is able to efficiently integrate technologies drive enhancement of end user experience adopt modern device management through policy driven services. Interested parties must be fully registered on Achilles UVDB against all codes by 9th April 2024, which is the targeted launch date of PQQ. Lot 1: Fully managed capabilities for Digital Workplace Services & End User Compute (DWS-EUC) and IT Service Management (ITSM). Vendor must have a proven track record. Services to consist of the following capabilities: Collaboration Ensuring the effective management of collaboration services, with emphasis on a digital first end user experience. This capability will provide a highly collaborative suite of tools and processes to ensure our staff are as productive as possible. It is key that we can effectively collaborate internally and with external stakeholders and customers as well. Conferencing Ensuring effective management of a modern conferencing capability. This will include the management & support of Microsoft Teams Rooms service, with some additional capabilities, for telephony users. This capability will ensure we always remain connected and enable us to communicate effectively with customers and stakeholders. Device Providing a first-class digital experience for our end-users, through effective provision and management of end user devices and products. These tools will enable our people to remain productive and connected at times and in all locations. The leverage of automation and cutting-edge technologies will be a key enabler for success in this capability. Support Provision and management of support capability to our end users. Providing people & processes to ensure efficient resolution of issues as well as continual improvement to provide issue prevention. Security Manging the following security capabilities to ensure our environment is robust and protected against cyber threats. Ensuring efficient and robust processes for identity and access management, whilst maintaining an exception end-user experience ITSM Responsible for providing the following ITSM processes to DD&T. Interfacing with NGESO business and DD&T colleagues to own and manage this capability. Codes to be registered on Achilles UVDB for event: 1.5.2.0 - Computer Hardware & Accessories - Portable 1.5.4.0 - Computer Peripherals 2.1.1.0 - Hardware Services 2.1.3.0 - Software Support Services 2.2.3.0 - IT consultancy 2.1.8.0 - Telecommunication Network Services 2.6.3.4 - Print Management Services