Published date: 30 September 2021

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Closing: 29 October 2021, 3pm

Contract summary

Industry

  • Software package and information systems - 48000000

Location of contract

rm1 3bb

Value of contract

£200,000 to £375,000

Procurement reference

ITTH36,2

Published date

30 September 2021

Closing date

29 October 2021

Closing time

3pm

Contract start date

31 January 2022

Contract end date

31 January 2026

Contract type

Service contract

Procedure type

Open procedure (above threshold)

Any interested supplier may submit a tender in response to an opportunity notice.

This procedure can be used for procurements above the relevant contract value threshold.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

The ITSM (IT Service Management) solution used by one source is a mission critical tool that is used to support over 7,000 staff from LBH and LBN for IT, Human Resources and Finance related service requests.
one source is looking to replace the current ITSM tool with one that will provide the capability to support the high quality and innovative customer support experience that the organisation demands going forward.
The ITSM tool must be built upon the industry best practice defined in the ITIL framework.
The vision is for the ITSM solution to provide the following high level benefits to one source staff and customers:
Log tickets from mobile devices with support for Bring Your Own Device (BYOD); Improved choice of interaction (i.e. chat bots, live chat, online form); Easier to find information and support; Increased engagement; Improved customer journey; Overall improved satisfaction; Suppliers are expected to honour this ethos and be passionate about technology being an enabler to continuous service improvement in operations and product delivery.

PLEASE NOTE THAT THERE WILL BE MARKET ENGAGEMENT EVENT HELD ON LINE ON THE 6TH OCTOBER BETWEEN 1PM AND 2PM THE LINK TO THINK WIL BE SHARED VIA THE HAVERING COUNCIL FUSION ETENDERING PROCUREMENT PORTAL (WHERE THE TENDER DOCUMENTS CAN ALSO BE FOUND)

More information

Links

Additional text

PLEASE NOTE THAT THERE WILL BE MARKET ENGAGEMENT EVENT HELD ON LINE ON THE 6TH OCTOBER BETWEEN 1PM AND 2PM THE LINK TO THINK WIL BE SHARED VIA THE HAVERING COUNCIL FUSION ETENDERING PROCUREMENT PORTAL (WHERE THE TENDER DOCUMENTS CAN ALSO BE FOUND)

About the buyer

Contact name

Syed Haujee

Address

Town Hall,Main Road
ROMFORD
RM13BB
England

Telephone

07780617061

Email

syed.haujee@havering.gov.uk

Website

https://www.havering.gov.uk/info/20071/doing_business_with_us/389/current_tender_opportunities