SSE Service Desk, End User Services, Cloud Operations and SIAM Services

Description du marché

The Authority is undergoing a service transformation journey, titled Programme Compass, to ensure that the Authority can meet the changing needs of the business as applications are modernised and a cloud first, and cloud native strategy is adopted. As part of Programme Compass, the Authority intends to implement a more focused, responsive and customer centric EUS (End user services), SD (Service Desk), Cloud Operations, and SIAM (service integration and management services). The Authority currently outsource End User Services and IT support services to two main providers, with one providing Service Desk & deskside support, desktop device support, Service management and Cloud & Infrastructure services and the other providing End User services through a leased model for laptops and mobiles/tablets. The Authority has made the strategic decision to retender these IT services, with a view to improve the user experience, improve efficiency and effectiveness, and enable delivery of IT services in a more seamless way. The Authority is also moving towards a hybrid SIAM model. In this model, the Applicant will act as a Service Integrator (SI), whereby the Applicant focuses on operational execution of key SIAM services, whilst the Authority governs and owns them. The service will support ~20,000 end users (including up to 5% VIP users seeking priority services) across 350 geographically dispersed sites in the UK, Republic of Ireland, Netherlands, Poland, Spain, France, Italy, Greece and Japan (note that the list of these Service locations may be subject to change within the contract). The end user device estate includes large corporate offices and operational facilities, with the breakdown of users consisting of: 16,000 laptops, 1,800 desktops / mini PCs, and 14,500 mobiles / tablets. All stated volumes are indicative and subject to change throughout the procurement process. As a service provider delivering the in scope IT services to the Authority, the Applicant will need to deliver service management capabilities in accordance with the Authority's processes, policies and standards. Such documents shall be shared at the ITT stage. For assurance of supply of services for Service Desk, End User Services and Cloud Level 2 Operations, the Authority intends to within 6 months or as early as possible from the Effective Date (as defined in the Contract), have transitioned all services to the selected service provider. The scope of services is structured into five service towers as follows: Service Tower 1: Service Desk Services Service Tower 2: End User Services Service Tower 3: Service Management Platform and Data Services Service Tower 4: Cloud Level 2 Operations Service Tower 5: Service Integration and Management Services The Authority reserves the right to exclude Service tower 5 from the scope of this tender in the next stage of the procurement. Further information on the background to Authority and Service Overview details specific to each service tower is outlined in the 'Attachment 2 - PQQ Supplement' of the PQQ document pack that can be downloaded from on the Jaggaer portal. The Applicants intending to participate in the PQQ process will need to email the Authority on Groupit.Sseprocurement@sse.com, with a confirmation of 'Expression of Interest' (EOI) along with basic Applicant contact information details as instructed with in Section3 of 'Attachment 2 : PQQ Supplement' document on Jaggaer . The Authority will then share a access credentials unique to each applicant, via email in response to the EOI. The Applicant will then complete a Supplier Registration form. Further help and support will be available for any technical or login assistance via Supplier Helpdesk on the Jaggaer portal. As Applicants need to submit their PQQ on Jaggaer, it is important that interested Applicants email the Authority as directed as soon as possible and by 17 February 2025 in order to start the Jaggaer registration process and maximise the response time that is available. Where a group of economic operators is bidding, SSE may require the group to assume a specific legal form for the purpose of the award of the contract, or to require that each economic operator assumes joint and several liability SSE may require that suppliers provide a parent company guarantee/guarantees or other form of suitable security. Further details will be provided in the procurement documents SSE reserves the right (in it sole and absolute discretion and without liability to any economic operator) to make changes to the procurement at any time, to cancel the procurement process at any time and to not award a contract Applicants should note that the services will be used by the Authority and its affiliates, which may include but is not limited to SSE Airtricity. The ITT Draft Agreement will contain provisions allowing the Authority to enter into work orders for the Authority and/or its affiliates to receive additional services from the successful Applicant. The procurement is being conducted as a single cross-border procurement by the Authority on behalf of itself and its affiliates under UK procurement law (the Utilities Contracts Regulations 2016) transposing the Utilities Directive 2014/25/EU. An FTS contract notice was published on [date] (FTS notice publication number XXX). This parallel OJEU contract notice is published for on a voluntary basis and for information only to ensure potential suppliers interested in participating in this procurement are aware of the contract opportunity. For the avoidance of doubt, the procurement is governed by English law.

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