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UK-Stafford: customer Relation Management software package

Prior Information Notice

General Information
Country:   United Kingdom
City/Locality:   STAFFORD
Notice/Contract Number:   eu:245629-2009
Publication Date:   Sep 4, 2009
Buyer:   STAFFORDSHIRE COUNTY COUNCIL
Original Language:   English

Contact Information
Address:   STAFFORDSHIRE COUNTY COUNCIL
STAFFORD, Staffordshire CC
United Kingdom
Web Site:   www.staffordshire.gov.uk/purchasing

Goods, Works and Services

 

Summary

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Notice Type: 2200 - Prior Information Notice
Regulation of Procurement: European Communities, with participation by GPA countries
EU Official Journal Publication: 170/2009, #245629-2009
Contract Nature: Service contract
Procedure Type: Prior information or periodic indicative notice
Type of Bid Required: Global tender
Awarding Criteria: Not applicable

Original Text

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PRIOR INFORMATION NOTICE
Services
SECTION I: CONTRACTING AUTHORITY
I.1) NAME, ADDRESSES AND CONTACT POINT(S): Staffordshire County Council,
Stafford Procurement, Wedgewood Building, Tipping Street, Attn: Jenny
Knights, UK-Stafford ST16 2DH. Tel. +44 1785854647. E-mail:
jennifer.knights@staffordshire.gov.uk. Fax +44 1785854660.
Internet address(es):
General address of the contracting authority:
www.staffordshire.gov.uk/purchasing.
Further information can be obtained at: Staffordshire Procurement. E-mail:
sp@staffordshire.gov.uk.
I.2) TYPE OF THE CONTRACTING AUTHORITY AND MAIN ACTIVITY OR ACTIVITIES:
Regional or local authority.
General public services.
The contracting authority is purchasing on behalf of other contracting
authorities: no.
SECTION II.B: OBJECT OF THE CONTRACT (SUPPLIES OR SERVICES)
II.1) TITLE ATTRIBUTED TO THE CONTRACT BY THE CONTRACTING AUTHORITY:
PC247 Contract for the supply and maintenance of an ICT service management
toolset to assist Staffordshire County Council in the operation and
management of their IT services.
II.2) TYPE OF CONTRACT AND PLACE OF DELIVERY OR OF PERFORMANCE: Services.
Service category: No 7.
Main place of performance or of delivery: Staffordshire.
NUTS code: UKG24.
II.3) SHORT DESCRIPTION OF NATURE AND QUANTITY OR VALUE OF SUPPLIES OR
SERVICES: Staffordshire County Council uses Information and Communication
Technologies extensively to support its primary functions (e.g. Social
Care, Schools, Libraries, Highways, Libraries, Trading Standards etc.).
Corporately the council provides access to a wide range of applications
and services to a network of around 8 000 end user devices (PCs, Laptops,
terminals, printing and scanning equipment) with around 20 000 devices
connected to the schools network.
The council hosts two ICT service desks (one for corporate users and one
for schools) that share a common Incident management system. At present
the Corporate Service Desk is staffed by 10 agents and receives
approximately 40 000 calls per annum. The schools service desk is staffed
by 10 agents and receives approximately 33 000 calls per annum.
In total there are around 375 ICT staff employed by the county council who
will require access to the system, not all staff will require access to
all aspects of the toolset however.
Over and above the recording of faults and service request the ICT service
requires a toolset (preferably a wholly integrated one) that will assist
with some or all the following activities:
— Problem Management,
— Change Management,
— Capacity planning,
— Network Management,
— Server Management,
— Software licensing and metering,
— Contract management,
— Configuration management database,
— Asset management,
— Risk management,
— Security management,
— Patch management,
— Remote control,
— Software distribution,
— Customer self service (reporting and fault tracking),
— Knowledge base,
— Applications portfolio,
— Active Directory management and log management,
— Range of Equipment/Service.
The county council require a solution and a partner who can supply a
coherent service that provides as far as is realistic an integrated
solution to the above requirements. We will be happy to consider solutions
that are cloud based or internally hosted, clearly reliability and
responsiveness will be key to this decision.
Warranties.
We seek a solution for a 5 year term (with options to extend for up to 3
years plus potentially 2 years thereafter), costs to include supply,
commissioning, ongoing support and maintenance.
Estimated cost excluding VAT:
Range: between 750 000 and 1 500 000 GBP.
Division into lots: no.
II.4) COMMON PROCUREMENT VOCABULARY (CPV): 48445000, 72211000, 48781000,
72610000, 72253000, 72253100, 72253200, 72211000, 72212000, 72212215.
II.5) SCHEDULED DATE FOR START OF AWARD PROCEDURES: 1.10.2010.
II.6) CONTRACT COVERED BY THE GOVERNMENT PROCUREMENT AGREEMENT (GPA):
Yes.
SECTION III: LEGAL, ECONOMIC, FINANCIAL AND TECHNICAL INFORMATION
III.2) CONDITIONS FOR PARTICIPATION
III.2.1) Reserved contracts: No.
SECTION VI: COMPLEMENTARY INFORMATION
VI.1) CONTRACT RELATED TO A PROJECT AND/OR PROGRAMME FINANCED BY
COMMUNITY FUNDS: No.
VI.4) DATE OF DISPATCH OF THIS NOTICE: 3.9.2009.
Please note that this notice is for your information only.
We try our best to have the most accurate and up-to-date information available on our web site, but we cannot guarantee that all of the information provided is error-free.
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