Published date: 3 October 2018

Last edited date: 3 October 2018

This notice was replaced on 5 October 2018

This notice does not contain the most up-to-date information about this procurement. The most recent notice is:

Awarded contract (published 20 November 2019)

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.

Contract summary


  • Repair, maintenance and associated services related to personal computers, office equipment, telecommunications and audio-visual equipment - 50300000

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

Location of contract


Value of contract

£30,000,000 to £70,000,000

Procurement reference


Published date

3 October 2018

Closing date

31 October 2018

Contract start date

25 January 2020

Contract end date

24 January 2024

Contract type

Service contract

Procedure type

Negotiated procedure

Contract is suitable for SMEs?


Contract is suitable for VCSEs?



Delivery of:
• Service Desk and Desk Side Support services, including support for Customer Information Screens, Audio/Visual equipment and Meeting Rooms.
• continuity of service for TfL;
• the technical resources for its services that TfL needs as and when required
• service performance to agreed service levels;
• improvements to existing services in line with business requirements and TfL's strategic direction; and
• recommendations/guidance on leveraging new technology and/or ways of working to further optimise TfL's Core Support Services.
• Platform to enable the objectives outlined in section 2.5 to be achieved.

Drivers for Change
Adoption of:
• a CSS Contract model that, where applicable, is based on the principles of joint working, collaboration and co-operation, and which is designed to provide opportunities for TfL and the Supplier to work together openly, delivering continuous product/service improvement and innovation;
• industry best practice standards;
• standard best practice tools, seamlessly integrated across the supply configuration chain, delivering effective monitoring and management reporting;
• to reduce costs; and
• to improve the service for TfL's customers.

During the term of the Contract, and aligned with TfL's strategic direction, TfL may engage with the successful Bidder to review and potentially provide additional services from the Bidder. These potential services are not included in the current contract scope but may be requested via the Change Control Procedure. These potential services will not be evaluated or priced as part of this ITN.
The detail, or timeframes, for these potential services cannot be fully detailed at present but the potential scope of the services encompasses all the core transactional activities performed by the Technology Service Operations (TSO) team within TfL. The TSO team is responsible for the full end to end support of IT services (business and technical) provisioned within TfL. This covers all the stages of service lifecycle, from inception/planning, through design, build, transition, operation, maintain, optimise and ultimately decommission.

More information

Previous notice about this procurement

ICT12804 - Core Support Services

  • Opportunity
  • Published 1 October 2018

About the buyer

Contact name

Liz Ryan


14 Pier Walk
SE10 0ES