Service Desk and End User Compute Services

O F W A T · awarded 10 October 2023 · delivered in West Midlands

Who

Buyer	O F W A T Birmingham
Supplier	Jigsaw Systems Limited
Category	services
Classification	Information technology services CPV 72222300
Notice published	17 September 2024

What it is for

Awarded using Crown Commercial Service RM6100 Technology Services 3 Framework, Lot 3a End User Services following a further competition process with a voluntary standstill period. Ofwat is seeking for the first time, an outsourced IT Supplier partner for 2 aspects of IT Services: Service Desk, and End User Compute. This is a new approach to delivery of IT Services in Ofwat and can be considered a significant change for our people. The Contract is for 3-years fixed initial term with option to extend in periods for up to 24 months as (2) terms of one (1) year. The budget for this contract is up to £200k excl VAT per annum for the initial 3-year term. It is Ofwat's expectation that any uplift post the 3-year term would be in line with CPIH at the prevailing rate. Our requirements will cover the background and context for each and are split into the following sections: • The two Services to be outsourced: o Service Desk o End User Compute (EUC) • Service and Support Requirements for these two Services The ultimate aim is for a supplier to provide Services to Ofwat that: • support our end users who work in a hybrid way at home and at our two offices - Birmingham (Head Office) and Canary Wharf, London; • delivers, supports and maintains our end user device estate; • gains coverage and resilience from a supplier's wider resources to support our services; • capitalise on the Supplier's experience with these IT services to continually improve the efficiency and effectiveness of these IT services; and • potentially gain access to the Supplier's broad range of professional resources for rapid 'time to market'. Whilst the organisation is small, between 250 - 300 people, Ofwat's people are geographically dispersed across the UK with 2 offices, the primary office…

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