EPES, CFU and Ophthalmic applications support, upgrade and hardware refresh

{
  "awards": [
    {
      "id": "1",
      "items": [
        {
          "additionalClassifications": [
            {
              "description": "IT services: consulting, software development, Internet and support",
              "id": "72000000",
              "scheme": "CPV"
            }
          ],
          "deliveryAddresses": [
            {
              "country": "GB",
              "countryName": "United Kingdom",
              "region": "UKN"
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          ],
          "id": "1",
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      "mainProcurementCategory": "services",
      "relatedLots": [
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      "status": "active",
      "suppliers": [
        {
          "id": "GB-COH-00053419",
          "name": "ENTSERV UK LIMITED"
        }
      ]
    }
  ],
  "buyer": {
    "id": "GB-PPON-PCQH-8657-NGMT",
    "name": "Business Services Organisation"
  },
  "contracts": [
    {
      "aboveThreshold": true,
      "agreedMetrics": [
        {
          "description": "A key objective for all the FPS teams is resolving contractor issues quickly and effectively. The speed and quality of resolution impacts contractor satisfaction. Monitoring issue resolution quantifies performance levels and highlight areas needing improvement.\nThe metrics that will be tracked for issue resolution are:\n\u2022\tFirst contact resolution (FCR) rate.\n\u2022\tThe average time taken to resolve contractor issues of varying types and severity this will include the total time an issue is open.\n\u2022\tBacklog/Pending tickets - Volume of open tickets that are past resolution time SLAs. \n\u2022\tResolution paths/channels - The channels used to ultimately resolve issues like email, phone, chat, self-service etc.\n\u2022\tReopened ticket rate - What % of closed tickets have to be reopened due to incomplete resolution. \n\u2022\tIssue escalation rate - How often complex issues have to be escalated to higher tiers like supervisors or managers.",
          "id": "1",
          "title": "Monitoring Issue Resolution"
        },
        {
          "description": "In order to provide an efficient operational service to contractors it is important that the underlying infrastructure is available during key periods as identified by the business and contractors.\nThe metrics that will be tracked for IT performance are:\n\u2022\tServer uptime/availability - Percentage of time servers are operational.\n\u2022\tProblem resolution time - The time required to resolve system issues.\n\u2022\tChange implementation time - How long it takes to roll out new systems and changes.",
          "id": "2",
          "title": "Monitoring IT Performance"
        },
        {
          "description": "When running an operational service it is important to ensure that, if required, appropriate steps are taken to ensure the processes being used are as efficient as possible.\nThe metrics that will be tracked for process performance are:\n\u2022\tProduction efficiency: How long are claims, prescriptions and payments taking on average to complete. Increased processing times may indicate a requirement to adjust processes.\n\u2022\tTotal cycle time: The total amount of time needed to complete a process from start to finish including claims and prescription runs.\n\u2022\tThroughput: The number of items produced divided by the production time per month.\n\u2022\tError rate: The total number of errors divided by the total number of units produced. \n\u2022\tQuality rate: A measure of the items produced that pass quality control checks. Sampling will be completed to ensure items processed meet the necessary statutory and legislative standards",
          "id": "3",
          "title": "Monitoring Process Performance"
        }
      ],
      "awardID": "1",
      "dateSigned": "2025-04-02T00:00:00+01:00",
      "documents": [
        {
          "datePublished": "2025-04-24T10:17:15+01:00",
          "description": "Contract details notice on Find a Tender",
          "documentType": "contractNotice",
          "format": "text/html",
          "id": "016691-2025",
          "noticeType": "UK7",
          "url": "https://www.find-tender.service.gov.uk/Notice/016691-2025"
        }
      ],
      "hasRenewal": true,
      "id": "1",
      "period": {
        "endDate": "2026-12-31T23:59:59Z",
        "maxExtentDate": "2030-12-31T23:59:59Z",
        "startDate": "2025-04-03T00:00:00+01:00"
      },
      "renewal": {
        "description": "This DAC is to allow support to be provided until systems can be replaced. This support cannot be provided by any other supplier as DXC have the exclusive rights to the software.\u200b\nBSO ITS wish to enter into a one year Contract with the option to extend for a further four x one year extensions. The ePharmacy Programme was supposed to provide replacement systems for EPES, but this has been significantly delayed due to budgetary restrictions.\nThe procurement of replacement systems is likely to be begin in 2026 with a proposed implementation date of quarter three in the Financial Year of 2030"
      },
      "status": "active",
      "title": "EPES, CFU and Ophthalmic applications Support, Upgrade and Hardware Refresh",
      "value": {
        "amount": 5500000,
        "amountGross": 6600000,
        "currency": "GBP"
      }
    }
  ],
  "date": "2025-04-24T10:17:15+01:00",
  "id": "016691-2025",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-h6vhtk-04f72a",
  "parties": [
    {
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Belfast",
        "postalCode": "BT2 8DQ",
        "region": "UKN06",
        "streetAddress": "2 Franklin Street"
      },
      "contactPoint": {
        "email": "ITSPMO@hscni.net"
      },
      "details": {
        "classifications": [
          {
            "description": "Public authority - central government",
            "id": "publicAuthorityCentralGovernment",
            "scheme": "UK_CA_TYPE"
          },
          {
            "description": "Northern Irish devolved regulations apply",
            "id": "GB-NIR",
            "scheme": "UK_CA_DEVOLVED_REGULATIONS"
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        ]
      },
      "id": "GB-PPON-PCQH-8657-NGMT",
      "identifier": {
        "id": "PCQH-8657-NGMT",
        "scheme": "GB-PPON"
      },
      "name": "Business Services Organisation",
      "roles": [
        "buyer"
      ]
    },
    {
      "additionalIdentifiers": [
        {
          "id": "PGCJ-9313-QJLY",
          "scheme": "GB-PPON"
        }
      ],
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Aldershot",
        "postalCode": "GU11 1PZ",
        "region": "UKJ37",
        "streetAddress": "Royal Pavilion"
      },
      "contactPoint": {
        "email": "ukitenders@dxc.com"
      },
      "details": {
        "publicServiceMissionOrganization": false,
        "scale": "large",
        "shelteredWorkshop": false,
        "url": "http://dxc.com",
        "vcse": false
      },
      "id": "GB-COH-00053419",
      "identifier": {
        "id": "00053419",
        "scheme": "GB-COH"
      },
      "name": "ENTSERV UK LIMITED",
      "roles": [
        "supplier"
      ]
    }
  ],
  "tag": [
    "award",
    "contract"
  ],
  "tender": {
    "description": "In June 2008, the Electronic Prescribing and Eligibility System (EPES) went live. The objective of the project was to capture prescription information from Community Pharmacies into a central EPES Database. This system was introduced to speed up pharmacy re-payments, allow for closer scrutiny of the prescribing and dispensing process, and reduce lost income through patients falsely claiming to be in receipt of a qualifying Social Security benefit.\nFollowing its successful launch, EPES was extended to support Dental and Ophthalmic claims processing, the DOP system. This DAC will ensure continuity of services for the Family Practitioner System Team.\nFailure to provision the extended support places BSO at serious risk of an application failure from which we would be unable to recover from. Contractor payments of approximately \u00a3576m per annum would be defaulted on and there would also be a risk of fraud as it would be impossible to process prescriptions and estimate payments manually.\nDXC Technology will support the EPES systems for BSO. The scope of this Contract includes:\n\u2022 Planning and project management.\n\u2022 Procurement and support of 8 new workstations and scanners.\n\u2022 Assistance from DXC and Kodak Alaris to setup new workstations with the Kodak Alaris Kodak Info Input scanning software.\n\u2022 Health checks.\n\u2022 Perform renewal of the existing labor support contract.\n\u2022 Extension of Kodak support contract\n\u2022 Recompile of code to make it supportable.\n\u2022 \u200bUpgrade to Windows 11.\n\u00a31,080,186 has been previously directed awarded to DXC for support, maintenance, and upgrade works to support the EPES system. It is our intention to complete a further Direct Award to the value of \u00a35,500,000 (exclusive of VAT).",
    "documents": [
      {
        "description": "Not published",
        "documentType": "conflictOfInterest",
        "id": "conflictOfInterest"
      }
    ],
    "id": "DAC20001",
    "legalBasis": {
      "id": "2023/54",
      "scheme": "UKPGA",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
    },
    "lots": [
      {
        "id": "1",
        "status": "complete"
      }
    ],
    "procurementMethod": "direct",
    "procurementMethodDetails": "Direct award",
    "procurementMethodRationale": "DXC are the incumbent contractors and own the Intellectual Property Rights on the software.\u200b\nFailure to provision the extended support places BSO at serious risk of an application failure from which we would be unable to recover from. Contractor payments of approximately \u00a3576m per annum would be defaulted on and there would also be a risk of fraud as it would be impossible to process prescriptions and estimate payments manually.\nWe wish to rely on schedule 5 section 5 (a) due to DXC having the intellectual property rights. They are the only supplier able to provide the services.",
    "procurementMethodRationaleClassifications": [
      {
        "id": "singleSuppliersIntellectualPropertyExclusiveRights"
      }
    ],
    "status": "complete",
    "title": "EPES, CFU and Ophthalmic applications support, upgrade and hardware refresh"
  }
}