IT Services Support

{
  "awards": [
    {
      "contractPeriod": {
        "endDate": "2028-01-31T23:59:59Z",
        "startDate": "2025-02-01T00:00:00Z"
      },
      "date": "2025-01-14T00:00:00Z",
      "datePublished": "2025-01-16T13:13:30Z",
      "documents": [
        {
          "datePublished": "2025-01-16T13:13:30Z",
          "description": "Awarded contract notice on Contracts Finder",
          "documentType": "awardNotice",
          "format": "text/html",
          "id": "1",
          "language": "en",
          "url": "https://www.contractsfinder.service.gov.uk/Notice/e83c9065-b700-45a5-a4ff-7bdb36dd420e"
        }
      ],
      "id": "ocds-b5fd17-5146015d-befa-4dec-9140-4d6565827d05-1",
      "status": "active",
      "suppliers": [
        {
          "id": "GB-CFS-306759",
          "name": "Synergi Software Ltd"
        }
      ],
      "value": {
        "amount": 62100,
        "currency": "GBP"
      }
    }
  ],
  "buyer": {
    "id": "GB-CFS-287481",
    "name": "Health Innovation North East and North Cumbria"
  },
  "date": "2025-01-16T13:13:30Z",
  "id": "e83c9065-b700-45a5-a4ff-7bdb36dd420e-817751",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-b5fd17-5146015d-befa-4dec-9140-4d6565827d05",
  "parties": [
    {
      "address": {
        "countryName": "England",
        "locality": "Newcastle-upon-Tyne",
        "postalCode": "NE1 4WH",
        "streetAddress": "Suite A, 2nd Floor, 1 Citygate, Gallowgate"
      },
      "contactPoint": {
        "email": "BusinessDevelopment@healthinnovationnenc.org.uk",
        "telephone": "+44 1916076350"
      },
      "details": {
        "url": "https://healthinnovationnenc.org.uk/"
      },
      "id": "GB-CFS-287481",
      "identifier": {
        "legalName": "Health Innovation North East and North Cumbria"
      },
      "name": "Health Innovation North East and North Cumbria",
      "roles": [
        "buyer"
      ]
    },
    {
      "address": {
        "streetAddress": "2 Staithes, \nThe Watermark,\nGateshead,\nNE11 9SN"
      },
      "details": {
        "scale": "sme",
        "vcse": false
      },
      "id": "GB-CFS-306759",
      "identifier": {
        "legalName": "Synergi Software Ltd"
      },
      "name": "Synergi Software Ltd",
      "roles": [
        "supplier"
      ]
    }
  ],
  "tag": [
    "award"
  ],
  "tender": {
    "classification": {
      "description": "IT services: consulting, software development, Internet and support",
      "id": "72000000",
      "scheme": "CPV"
    },
    "contractPeriod": {
      "endDate": "2028-01-31T23:59:59Z",
      "startDate": "2025-02-01T00:00:00Z"
    },
    "description": "The requirement is for the Supplier to provide a fully managed IT support service to enable Health Innovation Network NENC (referred to as \u0027HINENC\u0027) to deliver its core business services. The current support contract comes to an end on the 1st February 2025 and services approximately 80 users / devices during office hours Monday to Friday.\r\nObjectives\r\nThe supplier will provide seamless transition of IT support from the current incumbent, ensuring that there is minimal disruption to HINENC business operations.\r\nOnce the initial transfer is complete, the supplier will deliver HINENC with a fully managed IT support service focussing on the following:\r\nImproved Service Delivery: Assist HINENC to ensure timely and effective delivery of HINENC\u0027s core business services, facilitating IT-enabled improvements.\r\nOptimised Resource Management: Efficiently manage HINENC resources to reduce operational costs.\r\nStrong Compliance and Security: Adhere to all relevant regulations and standards, with industry-leading protection of the HINENC\u0027s IT configuration and information assets.\r\n\r\nPerformance Metrics\r\nIt is expected that the Supplier will report their own performance against a set of standards so that service delivery is regularly monitored and assessed.\r\nService Level Agreements (SLAs): Work with clearly defined SLAs for response times, resolution times, and service availability, the Supplier must provide details of their proposed target levels.\r\nKey Performance Indicators (KPIs): Track metrics such as customer satisfaction, service uptime, etc.\r\nRegular Reporting: Provide HINENC with regular updates on performance against KPIs / SLAs to identify opportunities for improvement.\r\nGovernance\r\nIt is expected that the Supplier will implement documented arrangements to govern the following aspects of service delivery:\r\nChange Management: Ensure that any change is well planned and managed and that lessons are learnt.\r\nRisk Management: Anticipate and mitigate risks associated with service delivery.\r\nAudit and Review: Perform regular audits and reviews to ensure that areas for improvement are continuously identified.\r\nProblem Management: Identify problems quickly and implement solutions.\r\nMinimum Standards\r\nEssential:\r\nCertification to Cyber Essentials Plus.\r\nDesirable:\r\nISO 27001 (Information Security Management System) certification.\r\nISO 14001 (Environmental Management) certification.",
    "id": "AHSN001-DN752143-40327296",
    "items": [
      {
        "deliveryAddresses": [
          {
            "countryName": "United Kingdom",
            "region": "England"
          }
        ],
        "id": "1"
      }
    ],
    "mainProcurementCategory": "services",
    "procurementMethod": "selective",
    "procurementMethodDetails": "Restricted procedure",
    "status": "complete",
    "suitability": {
      "sme": true,
      "vcse": false
    },
    "tenderPeriod": {
      "endDate": "2025-01-06T23:59:00Z"
    },
    "title": "IT Services Support",
    "value": {
      "amount": 20700,
      "currency": "GBP"
    }
  }
}