Published date: 28 September 2021

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


Closing: 13 July 2021, 5pm

Contract summary

Industry

  • Information technology services - 72222300

Location of contract

East Midlands

Value of contract

£120,000

Procurement reference

AGEMCSU/TRANS/21/1036

Published date

28 September 2021

Closing date

13 July 2021

Closing time

5pm

Contract start date

16 August 2021

Contract end date

31 October 2021

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?

No

Description

NHS Arden & Greater East Midlands CSU (AGEM) are seeking a partner to provide support and insight to the resolution of incident and service request tickets.
Our Service Desk team use the Ivanti platform and are responsible for dealing inbound call-handling; first-time fix, remote fix and field engineering backed by traditional tiered support beyond the desk itself.
In response to this ITT, suppliers should consider how they can demonstrate relevant experience, their approach, the expected output and how they will deliver the work with minimal impact on current AGEM operations.

Our ServiceDesk is currently experiencing an increasing volume of calls and dealing with an inherited backlog. The volume of work is in itself limiting our capacity for investigating root cause of the increased volume in order to then address the causes. For this reason, we are looking for support in terms of clearing the current backlog but for these staff to then help in the diagnosis of what areas or issues AGEM need to focus on and resolve in order to deliver better service to customers with a sustainable support model.

Award information

Awarded date

28 July 2021

Contract start date

16 August 2021

Contract end date

31 October 2021

Total value of contract

£120,000

This contract was awarded to 1 supplier.

SEYMOUR JOHN LIMITED

Address

Bromsgrove Technology Park
BROMSGROVE
Worcestershire
B60 3AL
GB

Reference

Companies House number: 08114826

Supplier is SME?

No

Supplier is VCSE?

No

Additional details

Awarded using the ELIS2 Framework Lot 3b Information Management and Technology framework

About the buyer

Contact name

Mark Didcock

Address

Cardinal Square, 10 Nottingham Road
Derby
DE13QT
England

Telephone

07970 633382

Email

mark.didcock@nhs.net