Outsourced ICT Infrastructure Management and associated Services

What the buyer is asking for

The Authority requires the provision, management, and continuous improvement of the following services: a. ITSM Tooling & Service Desk Provision and management and operation of a full 24×7×365 Service Desk including telephone, webchat, the Authority’s portal with self‑service capabilities, leveraging AI and automation. b. Service Management functions End‑to‑end IT, ITIL aligned, service management, including incident, request, change, configuration, and problem management; major incident handling; release and deployment management; knowledge and asset management. c. Workplace & End‑User Services User Experience focussed provision and support of PCs, laptops, tablets, and mobile devices; user experience analytics; build and patch services; field engineering and Tech Bar support; Active Directory management; and evergreen refresh activities. d. Infrastructure Services Management of on‑premises hosting, VMware platforms, monitoring and event management, capacity and availability oversight, patching and backup services, and Azure cloud services. e. Networking Services Provision and maintenance of LAN, WLAN, network monitoring, management, maintenance, incident response, and installation services. f. Security Services & Cyber Operations Security event management, security management planning, vulnerability management, compliance reporting, risk management, cybersecurity programmes, business continuity, service continuity, and disaster recovery support. g. Infrastructure & Technology Projects Agile delivery support, portfolio management, service transition, project coordination, technical resource provision, and overall project management for delivery of infrastructure programmes. h. Architectural Support Road‑mapping, innovation forums, project assurance, and obsolescence management. i. Other Services ITSM platform provision and management. j. Print management Managed print services (MFDs, scanners, printers and specialist printers). k. Additional Optional Services The Authority reserves the right (by including contractual options for it) to purchase additional products, software, software licences and/or services during the contract term, including project-related professional services, items of a catalogue-type nature as described in the contract and/or which are otherwise related to and/or extend and/or enhance and/or upgrade the products, software, software licences and/or services which are the subject of this Procurement. The Contract will also include a detailed change control procedure Depending upon the specific service, the services will need to be provided both on-site - across the Authority’s premises and any external data centre locations used by the Authority - and remotely.

How this is scored

Published by the buyer. A winning response is written to these weightings, not to the question.

• 60%qualityAwardThe percentage weightings alongside give the bottom end of the authority's intended range. The authority reserves the right to apply any percentage within the ranges below, as described below. The following is a high level summary of the award criteria for this procurement (which the Authority intends to further refine applying the flexibilities described under S24 of the Procurement Act 2023 and, potentially, S31 of the Procurement Act 2023): Social Value – 10% Quality – 55% - 60% Price – 30% – 35%
• 30%priceAwardThe following is a high level summary of the award criteria for this procurement (which the Authority intends to further refine applying the flexibilities described under S24 of the Procurement Act 2023 and, potentially, S31 of the Procurement Act 2023): Social Value – 10% Quality – 55% - 60% Price – 30% – 35%
• 10%qualityAward - Social valueThe following is a high level summary of the award criteria for this procurement (which the Authority intends to further refine applying the flexibilities described under S24 of the Procurement Act 2023 and, potentially, S31 of the Procurement Act 2023): Social Value – 10% Quality – 55% - 60% Price – 30% – 35%

What you must already have

Conditions of participation. These are pass or fail, so check them before writing anything.

• economic

  The Authority has set a number of conditions of participation for this procurement which are described in the Procurement Specific Questionnaire, which is available within the CFP Document. The Authority is satisfied that the conditions of participation are a proportionate means of ensuring that suppliers have the financial and legal capacity and technical ability to perform the contract. They include, among other things, minimum turnover requirements, credit-worthiness, legal constitution, data protection and other statutory compliance matters, evidence of previous experience, availability of resources and provision of references.

• technical

  Refer to high level description already set out in the Tender Notice, cross-refer to Appendix B of Competitive Flexible Procedure document and also cross refer to the technical standards Question relating to ISO and ITIL etc set out in the PSQ.

Timeline

4 published dates · Europe/London

1. Tender notice published18 days ago

   3 Sept 2026, 15:47 BST
2. Clarification questions by10 days ago

   11 Sept 2026, 16:00 BST
3. Submission deadlinein 4 days

   25 Sept 2026, 16:00 BST
4. Award decision expected byin 28 days

   19 Oct 2026, 23:59 BST

Commercial outcome and contract awards

Nothing awarded yet

Notice history

9 events · 9 releases on Find a Tender

1. Pipeline or early engagement notice2 Apr 2026, 15:26 BST031041-2026
2. Notice published8 Apr 2026, 13:41 BST031948-2026
3. Pipeline or early engagement notice9 Apr 2026, 14:24 BST032457-2026
4. Notice published9 Apr 2026, 14:30 BST032462-2026
5. Notice published9 Apr 2026, 15:54 BST032555-2026
6. Notice published14 Jul 2026, 14:21 BST066232-2026
7. Notice published14 Aug 2026, 12:27 BST077652-2026
8. Tender notice28 Aug 2026, 14:48 BST082243-2026
9. Tender updated3 Sept 2026, 15:47 BST083588-2026

Payment terms

The Authority does not expect there to be any additional payment terms beyond those that will be set out in the contract, as intended to be awarded under S19 of the Procurement Act 2023

Documents

• Tender notice on Find a Tender