IT Service Desk and Infrastructure Support Managed Service

AI-generated analysis of the documents. Check the official notice and any amendments for current submission details.

1. At a glance

2. Scope of Work

The contract involves the provision of IT Service Desk, Deskside Support, and IT Infrastructure Support Managed Services for the Irish Blood Transfusion Service (IBTS). The contractor will manage IT support for approximately 350 users at the National Blood Centre in Dublin, 100 users at Finbarr’s Hospital in Cork, and 25 users at each of the two donation clinics located at D’Olier Street and Old Dublin Road, Stillorgan.

Key activities include:

• IT Service Desk Management: Providing first-line support for user queries and issues, including ticket management and resolution tracking.
• Deskside Support: On-site support for hardware and software issues, including equipment moves for fewer than 10 users.
• Infrastructure Support: Maintenance and management of IT infrastructure, ensuring uptime and performance of systems.
• Monitoring and Reporting: Regular monitoring of IT systems and services, with detailed reporting on performance metrics.
• Cybersecurity Management: Implementing and managing cybersecurity measures, including incident response protocols.
• Knowledge Management: Developing and maintaining a knowledge base for user self-service and support documentation.

The contractor will also be responsible for transitioning services smoothly and ensuring compliance with relevant standards, including ISO 27001.

3. Background & buyer context

The procurement is driven by the need for enhanced IT support services within the IBTS, aligning with broader government initiatives to modernize healthcare IT infrastructure. The IBTS aims to improve operational efficiency and user satisfaction through reliable IT services. This tender follows a strategic review of existing IT support capabilities, indicating a shift towards managed services to better meet the demands of a growing user base. The incumbent provider is not specified, but the transition aims to leverage best practices in IT service management.

4. Eligibility & selection criteria

Bidders must meet the following eligibility and selection criteria:

• Turnover requirement: Not specified for this tender.
• Insurance:
• Employer’s Liability: €12.7 million for any one claim or series of claims arising out of a single occurrence.
• Public Liability: €6.5 million for any one claim or series of claims arising out of a single occurrence.
• Professional Indemnity: €1 million in the aggregate per insurance year.
• Cyber Security Indemnity: €1 million in the aggregate per insurance year.
• Product Liability: Not specified.
• Certifications:
• ISO 27001 certification is mandatory.
• Partnerships with relevant technology vendors (e.g., Microsoft) must be documented.
• Past experience: Evidence of at least three comparable projects in the past three years.
• Personnel: Key roles must be filled by personnel with relevant experience, although specific years of experience are not detailed.
• Geographic / facility constraints: Not specified for this tender.

5. Award criteria & scoring

Bids will be evaluated based on the most economically advantageous tender (MEAT) criteria, with the following scoring breakdown:

Tender responses that do not score a minimum of 60% for each individual award criterion may be eliminated from the tender competition at the discretion of the IBTS.

6. Submission requirements

Bidders must submit the following documentation:

• Method statement / response document: Follow the named template with specified page limits.
• CVs: Provide CVs for key personnel, adhering to a specified page count.
• Pricing schedule: Complete the pricing schedule using the named template.
• Case studies: Include three case studies demonstrating relevant experience, with values ranging from €200,000 to €4,500,000.
• Declarations: Submit the European Single Procurement Document (eESPD), Bona Fides, Tax clearance, and Conflict of Interest declarations.
• Mandatory site visit: Not specified.
• Submission portal: All documents must be submitted via the electronic postbox on eTenders, following specific format rules.

7. Key dates & process

8. Contract terms that matter

Key contract terms include:

• Term and extensions: The initial contract term is three years, with the possibility of two extensions of up to 12 months each.
• Payment terms: Payments will be made in accordance with the Services Contract, with all prices quoted being all-inclusive and exclusive of VAT.
• Key SLAs/KPIs: Specific service level agreements and key performance indicators will be defined in the contract.
• Liquidated damages: Not specified, but the contractor must comply with performance metrics.
• Termination clauses: Either party may terminate the contract with a written notice of three to six months, depending on the circumstances.
• IP ownership: Not specified in the provided documents.
• Sub-contracting rules: Subcontractors must meet the same eligibility criteria as the primary contractor.

9. Risks, red flags & unusuals

Potential risks and concerns include:

• Turnover threshold: The absence of a specified turnover requirement may indicate a preference for larger firms, potentially limiting competition.
• Geographic constraints: Not specified, which may allow broader participation but could also lead to concerns about service delivery consistency.
• Incumbent advantage: If an incumbent provider exists, they may have an advantage in terms of existing relationships and knowledge of the IBTS's systems.
• Tight timelines: The contract's go-live date is not specified, which may lead to pressure on the successful bidder to meet deadlines.
• Integration with legacy systems: The requirement for cybersecurity management may necessitate integration with existing systems, posing challenges for new entrants.

10. SME fit assessment

Small and medium enterprises (SMEs) that can credibly bid must have:

• Relevant IT service management experience, particularly in healthcare or public sector environments.
• ISO 27001 certification and partnerships with technology vendors.
• The capacity to manage a user base of approximately 350 users across multiple locations.
• The ability to form consortia or subcontract to meet the technical and financial requirements.
• Estimated bid preparation effort is likely to be significant, requiring several days to compile documentation and case studies.
• The presence of an incumbent may signal a competitive disadvantage for new bidders, particularly if they have established relationships with the IBTS.

11. Where to dig deeper

• RFT filename: [IBTS_RFT and Sample contract_MSP_RFT 2024.docx]
• eTenders CFT ID: not specified
• Contact email: not specified
• Important attachments:
• Appendix 1: Requirements and Specifications
• Appendix 2: Pricing Schedule
• Appendix 3: Tenderer’s Statement