Managed IT Support Services

{
  "buyer": {
    "id": "org-16",
    "name": "Future Generations Commissioner for Wales"
  },
  "date": "2025-05-22T14:18:07Z",
  "id": "ocds-kuma6s-151268-release-151268",
  "initiationType": "tender",
  "ocid": "ocds-kuma6s-151268",
  "parties": [
    {
      "address": {
        "locality": "Cardiff",
        "postalCode": "CF11 6BH",
        "streetAddress": "Tramshed Tech, Pendyris Street, "
      },
      "contactPoint": {
        "email": "sang-jin.park@futuregenerations.wales",
        "name": "Sang-Jin Park",
        "telephone": "+44 2921677400",
        "url": "http://www.futuregenerations.wales"
      },
      "details": {
        "classifications": [
          {
            "description": "Ministry or any other national or federal authority, including their regional or local subdivisions",
            "id": "MINISTRY",
            "scheme": "TED_CA_TYPE"
          }
        ]
      },
      "id": "org-16",
      "name": "Future Generations Commissioner for Wales",
      "roles": [
        "buyer"
      ]
    }
  ],
  "tag": [
    "tender"
  ],
  "tender": {
    "additionalClassifications": [
      {
        "description": "Office and computing machinery, equipment and supplies except furniture and software packages",
        "id": "30000000",
        "scheme": "CPV"
      },
      {
        "description": "IT services: consulting, software development, Internet and support",
        "id": "72000000",
        "scheme": "CPV"
      }
    ],
    "awardPeriod": {
      "endDate": "2025-07-16T00:00:00Z"
    },
    "communication": {
      "atypicalToolUrl": "http://www.sell2wales.gov.wales"
    },
    "description": "The Well-being of Future Generations Act (\u00e2\u0080\u009cThe Act\u00e2\u0080\u009d) was enacted in Wales 10 years ago. The Future Generations Commissioner arose out of the legislation and exists to act as a guardian for those people yet-to-be-born.The Act puts a legal duty on public bodies to ensure that decisions taken today do not cost future generations any more than it does for today\u00e2\u0080\u0099s population. It requires them to think about the long-term impact of their decisions, to work better with people, communities and each other, and to prevent or reverse persistent problems such as poverty, health inequalities and climate change. The Future Generations Commissioner is there to advise, support and, if necessary, hold to account public bodies in Wales in achieving these goals.The Office of the Future Generations Commissioner (\u00e2\u0080\u009cThe Office\u00e2\u0080\u009d) exists to support the Commissioner in carrying out his duties.The Office\u00e2\u0080\u0099s current managed IT support contract is up for re-tender.The Office requires a fully managed IT support service provider. The winning bid will need to:Essential Services\u00e2\u0080\u00a2\tProvide a fully traceable support request/issues/action logging portal/system that is available 24/7 where users can log/email requests for IT help and support,\u00e2\u0080\u00a2\tEnsure responses to such requests are within a reasonable timeframe,\u00e2\u0080\u00a2\tEnsure relevant software, licenses, services, hardware and any other equipment are managed, maintained and kept up to date,\u00e2\u0080\u00a2\tHold and ensure the safety and recoverability of complete system back-ups taken daily,\u00e2\u0080\u00a2\tInstall software upgrades as necessary and provide guidance on when these are needed,\u00e2\u0080\u00a2\tMonitor systems and advise of potential problems and threats,\u00e2\u0080\u00a2\tConstantly monitor the status and availability of cloud services,\u00e2\u0080\u00a2\tEnsure good, reliable and consistent two-way communication with our team,\u00e2\u0080\u00a2\tCreate, remove and maintain employee user accounts and permissions as necessary,\u00e2\u0080\u00a2\tEnsure all related/in scope set-ups are compliant to achieve ongoing Cyber Essentials, Cyber Essentials Plus and IASME Levels 1 and 2 accreditations,\u00e2\u0080\u00a2\tAssist all users with support queries as necessary,\u00e2\u0080\u00a2\tEnsure a robust and testable/provable disaster recovery system is in place,\u00e2\u0080\u00a2\tFix user errors or mistakes as necessary,\u00e2\u0080\u00a2\tTake responsibility for liaising with third-party suppliers that provide certain aspects of our IT systems (cloud providers, or other elements not in suppliers direct control),\u00e2\u0080\u00a2\tMonitor capacity and performance and advise where/when upgrades/efficiencies are needed,\u00e2\u0080\u00a2\tInvestigate promptly any suspicious activity or unexpected software behaviour,\u00e2\u0080\u00a2\tInstall, update and manage all firewalls/virus software as necessary,\u00e2\u0080\u00a2\tCreate manage and remove mailboxes as necessary,\u00e2\u0080\u00a2\tProvide regular systems/IT overview reports to the Office\u00e2\u0080\u0099s Senior Leadership Team, (\u00e2\u0080\u009cSLT\u00e2\u0080\u009d) on the performance of the system and any threats/possible issues,\u00e2\u0080\u00a2\tAssist with and advise on disposal of equipment, when necessary,\u00e2\u0080\u00a2\tSmall pieces of ad hoc advice as they arise (for example advice if we wanted to change CRM system),\u00e2\u0080\u00a2\tAs a minimum, an office phoneline that can be called during typical office hours for assistance when needed, and\u00e2\u0080\u00a2\tWithin geographical reason, and only on occasion, be willing to travel to locations other than the managed office in Cardiff to attend staff members homes to assist with system set-ups, collection of equipment etc.Additional Services/ExperienceBidders should also provide information on any additional service/expertise they can offer, for example:\u00e2\u0080\u00a2\tContinuous/ongoing team training offers/packages you have available,\u00e2\u0080\u00a2\tSafe and compliant disposal of equipment themselves as part of the support package,\u00e2\u0080\u00a2\tAny experience of working with organisations in the Welsh Public Sector,\u00e2\u0080\u00a2\tWhilst not essential, we would be interested to hear of any services you can provide bilingually (English and Welsh),\u00e2\u0080\u00a2\tExperience/expertise on Dynamics,\u00e2\u0080\u00a2\tPro-active advice, guidance or experience on digitising systems and/or utilising AI solutions, or\u00e2\u0080\u00a2\tAny \u00e2\u0080\u009cvalue-added\u00e2\u0080\u009d services you may provide (sharing best practice, one-off training sessions, sharing case studies of cyber-attacks for learning etc).NOTE: To register your interest in this notice and obtain any additional information please visit the Sell2Wales Web Site at https://www.sell2wales.gov.wales/Search/Search_Switch.aspx?ID=151268.The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at https://www.sell2wales.gov.wales/sitehelp/help_guides.aspx.Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems.\n\nFull tender spec document (English and Welsh) is available in the additional documents section(WA Ref:151268)The buyer considers that this contract is suitable for consortia bidding.",
    "documents": [
      {
        "dateModified": "2025-05-22T14:18:07Z",
        "datePublished": "2025-05-22T14:18:07Z",
        "format": "application/vnd.openxmlformats-officedocument.wordprocessingml.document",
        "id": "ocds-kuma6s-151268-document-151268-MAY513983-1",
        "title": "Invitation to tender_Managed IT Support Services_English",
        "url": "https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=MAY513983\u0026idx=1"
      },
      {
        "dateModified": "2025-05-22T14:18:07Z",
        "datePublished": "2025-05-22T14:18:07Z",
        "format": "application/vnd.openxmlformats-officedocument.wordprocessingml.document",
        "id": "ocds-kuma6s-151268-document-151268-MAY513983-2",
        "title": "Invitation to tender_Managed IT Support Services_Cymraeg",
        "url": "https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=MAY513983\u0026idx=2"
      },
      {
        "dateModified": "2025-06-17T10:07:08Z",
        "datePublished": "2025-06-17T10:07:08Z",
        "format": "application/vnd.openxmlformats-officedocument.wordprocessingml.document",
        "id": "ocds-kuma6s-151268-document-151268-MAY513983-3",
        "title": "Anonymised queries received along with responses ",
        "url": "https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=MAY513983\u0026idx=3"
      },
      {
        "dateModified": "2025-06-17T10:08:15Z",
        "datePublished": "2025-06-17T10:08:15Z",
        "format": "application/vnd.openxmlformats-officedocument.wordprocessingml.document",
        "id": "ocds-kuma6s-151268-document-151268-MAY513983-4",
        "title": "anonymised queries received along with responses",
        "url": "https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=MAY513983\u0026idx=4"
      }
    ],
    "id": "ocds-kuma6s-151268-tender-151268",
    "mainProcurementCategory": "services",
    "procurementMethod": "open",
    "submissionMethodDetails": "http://www.sell2wales.gov.wales",
    "tenderPeriod": {
      "endDate": "2025-06-25T17:00:00Z"
    },
    "title": "Managed IT Support Services"
  }
}