Service Desk and End User Compute Services

Description

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 being Birmingham and a satellite site located in Canary Wharf, London. As part of our strategy refresh we have been challenged by the UK Government to assess our regulation approach. We submitted a bid to HM Treasury for an increase in headcount and have had approval to proceed. We do not know the full impact but it will be in the region of an additional 100 FTE which will be recruited to over the next 12-18 months. At the time of this ITT publication, it is unknown whether there will be further deviation in these numbers post the 18 months.