ICT Managed Services Procurement

Tender description

This procurement has been initiated as the current ICT Managed Service contract is due to expire in November 2026. The Trust will have had a fully managed ICT service for 10 years by the time the current contract expires. Although the Trust is broadly happy with the current service model, it would like to explore if there are more flexible approaches to delivery while still maintaining the balance of onsite vs remote activities. The expectation is that the new contract will go live in October 2026 with a short handover period with the existing contract to smooth the transition. The Trust has no internal ICT resource, so the supplier is expected to act as the Trust's primary ICT partner. The procurement will include, but is not limited to, the following. • Service Desk operating 8:00-16:30 as a minimum • Technical Support (tier 2/3 support) to operate during the same time periods • On-site Support - support across all sites based on need and clearly identified priorities • Network Management - wired and wireless networks • Cyber Security Management - including management of risk and adherence to DfE Cyber Security Standards • Operations Management - management of Trust servers, both on-premises and cloud • Telephony - management of the Trust IP telephony systems • Relationship Management - operate as the front door to associated 3rd party systems, including biometrics, cashless catering, library systems and access control • Software Licence Management • Asset Management • Vision and Strategy - act as primary advisor to the Trust in the development of long-term ICT planning and strategy • Support with Digital Transformation - assist the Trust in embedding ICT developments • Contract Management - ensure the contract runs effectively with clear SLA/KPI monitoring and management • Hardware Refresh Management and Supply The term of the contract will be for a three-year initial agreement with two one-year extensions based on satisfactory performance. The maximum length that the contract will run, therefore, will be 60 months. The Trust will include a model contract as part of the tender pack; it is also open to receiving supplier model contracts as part of the submission. These will not be scored and are for information only. There will be a requirement for TUPE from the current supplier. The Trust has no internal IT resource.