Provision of Managed Mail Services

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

Teagasc seeks a contractor to provide a cloud-based Managed Mail Services solution to enhance email security across its network. The solution is to protect approximately 2,400 active mailboxes, which include 2,229 user mailboxes and 418 shared mailboxes. The contractor must ensure the solution is capable of eliminating spam, viruses, malware, phishing, and other email security threats.

Key activities include:

• Mail Queuing: Maintain a minimum of 15 days of queued mail in case the primary email system fails.
• Frontend Platform: Provide a user-friendly web-based administration console with features such as real-time dashboards, email tracking, and compliance reporting.
• Proactive Monitoring: Implement proactive inbound and outbound monitoring to protect Teagasc from reputational damage and blacklisting.
• Threat Detection: Ensure real-time threat detection and response, identifying and blocking phishing, ransomware, and malware.
• Integration: Seamlessly integrate with Microsoft 365, ensuring compatibility with existing systems.
• Customization: Allow for easy customization of rules, policies, and configurations to meet Teagasc's specific needs.

The contractor will also be responsible for providing a managed service that includes 24/7 monitoring and support, ensuring continuous innovation and product enhancements throughout the contract duration. Optional services may include configuring Teagasc M365 Defender for enhanced email security.

3. Background & buyer context

This procurement aligns with Teagasc's strategic goal to enhance its ICT infrastructure and security measures. The organization operates across over 50 locations in Ireland and has a significant number of staff and students relying on its email services. The need for improved email security has become critical due to the increasing threats posed by cyberattacks. Teagasc's current email setup is managed by an external provider, and the transition to a new contractor is intended to bolster security and service delivery.

4. Eligibility & selection criteria

Bidders must meet the following eligibility and selection criteria:

• Turnover requirement: Minimum average annual turnover of €400,000 over the last three years.
• Insurance:
• Employer’s Liability - €13 million limit for any one claim.
• Public Liability - €6.5 million limit for any one claim.
• Professional Indemnity - €1.5 million limit for any one claim.
• Cyber Liability - €1.5 million limit for any one claim.
• Certifications: Not specified for this tender.
• Past experience: Not specified for this tender.
• Personnel: Not specified for this tender.
• Geographic / facility constraints: Not specified for this tender.

5. Award criteria & scoring

Bids will be evaluated based on the following criteria:

The evaluation will follow the Most Economically Advantageous Tender (MEAT) principle, focusing on the best balance of price and quality.

6. Submission requirements

Bidders must submit the following documents:

• Method statement / response document: Use the named template with a maximum of 20 pages.
• CVs: Include CVs for key personnel, limited to 2 pages each.
• Pricing schedule: Must follow the specified format in the named template.
• Case studies: Provide 3 case studies of similar projects, each valued between €100,000 and €300,000.
• Declarations: Include ESPD, Bona Fides, Tax clearance, and Conflict of Interest declarations.
• Mandatory site visit: Not specified for this tender.
• Submission portal: All submissions must be made via eTenders, adhering to specified format rules.

7. Key dates & process

8. Contract terms that matter

Key contract terms include:

• Term + extension structure: Initial contract term with the option to extend for up to 24 months, with a maximum of three extensions.
• Payment terms: Not specified for this tender.
• Key SLAs/KPIs: Service availability of 99% and resolution rates of 100%.
• Liquidated damages: Credits apply for unresolved incidents beyond target resolution times.
• Termination clauses: Either party may terminate with three months' notice.
• IP ownership: Not specified for this tender.
• Sub-contracting rules: Not specified for this tender.

9. Risks, red flags & unusuals

Potential risks and concerns include:

• Turnover threshold: The minimum turnover requirement of €400,000 may limit participation from smaller firms.
• Geographic constraints: Not specified, but the requirement for a cloud-based solution may imply a need for EU-based data hosting.
• Tight go-live timeline: The contractor must commence service delivery within 30 days of award, which may be challenging for some bidders.
• Incumbent advantage: Existing providers may have an edge due to familiarity with Teagasc's systems and processes.

10. SME fit assessment

This tender is suitable for small to medium-sized enterprises (SMEs) that specialize in IT services, particularly those with experience in email security solutions. Bidders should ideally have:

• A proven track record in managing email security for organizations of similar size and complexity.
• The capacity to provide 24/7 support and proactive monitoring.
• Experience with Microsoft 365 integrations.

Consortium bidding or subcontracting is not explicitly mentioned, suggesting that bidders should be prepared to deliver the full scope independently. Preparation for the bid may require several days, depending on the complexity of the proposed solution. The presence of an incumbent provider may signal a competitive landscape, but the opportunity remains open for capable bidders.

11. Where to dig deeper

• Source RFT filename: C3973_ManagedMailServices_TRD.docx
• eTenders CFT ID: C3973
• Contact for queries: Via eTenders messaging facility
• Important attachments:
• Requirements & Response Document
• Pricing Requirements Document
• Service Level Agreement Template