Published date: 16 January 2025
Awarded contract - This means that the contract has been awarded to a supplier.
Contract summary
Industry
IT services: consulting, software development, Internet and support - 72000000
Location of contract
England
Value of contract
£20,700
Procurement reference
AHSN001-DN752143-40327296
Published date
16 January 2025
Closing date
6 January 2025
Closing time
11:59pm
Contract start date
1 February 2025
Contract end date
31 January 2028
Contract type
Service contract
Procedure type
Restricted procedure
A two-stage procedure, where the first stage is used to select suppliers, who are then invited to bid in the second stage.
Contract is suitable for SMEs?
Yes
Contract is suitable for VCSEs?
No
Description
The requirement is for the Supplier to provide a fully managed IT support service to enable Health Innovation Network NENC (referred to as 'HINENC') to deliver its core business services. The current support contract comes to an end on the 1st February 2025 and services approximately 80 users / devices during office hours Monday to Friday.
Objectives
The supplier will provide seamless transition of IT support from the current incumbent, ensuring that there is minimal disruption to HINENC business operations.
Once the initial transfer is complete, the supplier will deliver HINENC with a fully managed IT support service focussing on the following:
Improved Service Delivery: Assist HINENC to ensure timely and effective delivery of HINENC's core business services, facilitating IT-enabled improvements.
Optimised Resource Management: Efficiently manage HINENC resources to reduce operational costs.
Strong Compliance and Security: Adhere to all relevant regulations and standards, with industry-leading protection of the HINENC's IT configuration and information assets.
Performance Metrics
It is expected that the Supplier will report their own performance against a set of standards so that service delivery is regularly monitored and assessed.
Service Level Agreements (SLAs): Work with clearly defined SLAs for response times, resolution times, and service availability, the Supplier must provide details of their proposed target levels.
Key Performance Indicators (KPIs): Track metrics such as customer satisfaction, service uptime, etc.
Regular Reporting: Provide HINENC with regular updates on performance against KPIs / SLAs to identify opportunities for improvement.
Governance
It is expected that the Supplier will implement documented arrangements to govern the following aspects of service delivery:
Change Management: Ensure that any change is well planned and managed and that lessons are learnt.
Risk Management: Anticipate and mitigate risks associated with service delivery.
Audit and Review: Perform regular audits and reviews to ensure that areas for improvement are continuously identified.
Problem Management: Identify problems quickly and implement solutions.
Minimum Standards
Essential:
Certification to Cyber Essentials Plus.
Desirable:
ISO 27001 (Information Security Management System) certification.
ISO 14001 (Environmental Management) certification.
Award information
Awarded date
14 January 2025
Contract start date
1 February 2025
Contract end date
31 January 2028
Total value of contract
£62,100
This contract was awarded to 1 supplier.
Synergi Software Ltd
Address
2 Staithes,
The Watermark,
Gateshead,
NE11 9SNReference
None
Supplier is SME?
Yes
Supplier is VCSE?
No
About the buyer
Address
Suite A, 2nd Floor, 1 Citygate
Gallowgate
Newcastle-upon-Tyne
NE1 4WH
England
Telephone
+44 1916076350
BusinessDevelopment@healthinnovationnenc.org.uk
Website
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Closing: 6 January 2025, 11:59pm
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