Published date: 7 December 2016

Withdrawn opportunity - This means that the contract has been withdrawn early. This could be due to a change of circumstances.


Closing: 14 December 2016

Contract summary

Industry

  • Computer-related management services - 72510000

Location of contract

GU9 7DS

Value of contract

£125,000

Procurement reference

UCA/FIN/CB/2016/11

Published date

7 December 2016

Closing date

14 December 2016

Contract start date

20 February 2017

Contract end date

19 February 2021

Contract type

Service contract

Procedure type

Open procedure

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

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

UCA wishes to create a 'virtual shared service' involving the on campus library colleagues and the 1st line IT campus teams. UCA consists of 4 campuses (Farnham, Epsom, Canterbury and Rochester) each of which have ITS and LSS teams. These support teams serve approximately 1000 permanent colleagues as well as 4000+ students (with the intention that these student numbers will rise ~5-10% over 5 years.

The current good practice in IT Services and LSS will be maintained and developed so that current service provision can be extended and enhanced. The proposal is not seeking to merge staff teams or to further devolve the provision of IT management within the University, rather it is seeking to achieve a consistent approach, provide an identified location for face to face enquiries and increase the opportunities to resolve general or routine incidents at an early stage. To facilitate this programme of change, UCA are planning to retire the 2 ticketing systems currently operated in the Libraries (Footfall Module) and IT (Manage Engine) and go to market to find a replacement that can be used across departments including Facilities, HR, Finance and others.

The ultimate goal of the programme is to enhance the user experience such that referrals (instructing users to go to other support teams) are kept to an absolute minimum. Future developments may see the use of the tool extended further into the 'back office' functions of the university but as yet, are not agreed or planned.

Further details are contained with the full ITT document attached.

More information

Previous notice about this procurement

Integrated IT Service Management Tool 2016

  • Opportunity
  • Published 6 December 2016, last edited 6 December 2016

Attachments

About the buyer

Address

Falkner Road
Farnham
GU9 7DS
England

Email

procurement@ucreative.ac.uk