Outsourced software support

Description

WFD currently uses Microsoft Dynamics Business Central to power its ERP / accounting system. WFD introduced this system in 2019, which has been supported since then by an incumbent service provider.

WFD is looking for a supplier to provide a managed help desk and technical support services to WFD Management and system users of Business Central for the next three year period. 

WFD is seeking an outsourced service provider to deliver the following services: 

- Highly responsive 24/7 Help Desk advice and assistance to enable WFD Management and users to access and use all aspects of Microsoft Dynamics Business Central at all times, including but not limited to the full range of reporting functionality

- Managing the supply and provisioning of relevant licenses

- Modifying the existing Business Central custom extensions to facilitate the installation of any updates to Business Central, as required.

- Maintenance services to support continuous and reliable access to WFD's instance of Business Central

- Training and awareness raising on best practice in using the system, for example, summaries of upcoming new features, regular webinars and other forums.

- Customer intelligence services, including analysis, insights, and recommendations for continuous improvement to ensure that WFD is extracting most value from Business Central. In particular, WFD is looking for a supplier to adopt a proactive approach to providing oversight of new/improved/key features of the system.

- Consultancy and development, as required from time to time, to configure Microsoft Dynamics to meet WFD requirements.

For further information on how to apply, please refer to the RFQ document attached to the notice.