Published date: 7 September 2021

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 30 March 2020, 11am

Contract summary

Industry

  • IT services: consulting, software development, Internet and support - 72000000

Location of contract

South East

Value of contract

£40,000

Procurement reference

tender_284985/995155

Published date

7 September 2021

Closing date

30 March 2020

Closing time

11am

Contract start date

31 March 2020

Contract end date

31 August 2020

Contract type

Service contract

Procedure type

Call-off from a framework agreement

A mini-competition or direct purchase from a pre-established framework agreement.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Yes

Description

The new I&T organisation, approved by the board in June 2019, includes provision for a 24/7 service desk. in addition to the current recruitment of the required staff, it is necessary to complete the set-up of the service desk capability and ensure processes and services are integrated into the new I&T operating model. This case seeks approval of funds to procure a specialist service to bring this about by 31st March 2020 enabling a phased transition with desk running a full service by 30th June , outputs include. -
-Project manage the integration of a new 24/7 IT infrastructure Library (ITIL) based corporate service desk.
- define key goals, metrics & services that the desk will support.
-Define the processes that the desk will operate to (call flows, priority levels, categorisation, KPI's)
-Support the recruitment of the service desk team
-initiate discovery of new service desk tools
-develop reports and analysis tools
-Implement a basic continuous service improvement plan
-Provide a transition plan to onboard new products and services to the new desk
decommission of the existing office hours service desk
support the development of a service desk strategy that looks at remote support and innovation
-Put in place processes for monitoring customer satisfaction and continuous improvement
-Support culture hack to improve how MCA consume the service desk.

Award information

Awarded date

31 March 2020

Contract start date

31 March 2020

Contract end date

31 August 2020

Total value of contract

£40,000

This contract was awarded to 1 supplier.

Posterity Milestone Consortium Ltd

Address

Hebden Road, KEIGHLEY, BD22 8RS, GB

Reference

No reference - other

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Address

Spring Place
Southampton
SO15 1EG
England

Telephone

+0000

Email

contracts@mcga.gov.uk