Provision and implementation of a cloud based ITSM platform

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

Here is a comprehensive Tender Briefing for the Enterprise Ireland ITSM platform tender, structured according to your specifications.

1. At a glance

2. Scope of Work

This tender seeks to establish a Framework Agreement for the provision and implementation of a cloud-based IT Service Management (ITSM) platform. The framework will allow Enterprise Ireland and other designated Framework Purchasers to procure ITSM services and supplies as needed through Call-Off Contracts. The scope encompasses the initial setup and ongoing provision of the ITSM platform, which must be capable of managing a minimum of 4,000 assets with scalability.

Key activities and components of the service, as inferred from the documentation, include:

• Platform Provision: Supplying a cloud-based ITSM platform.
• Implementation and Delivery: Setting up and configuring the platform to meet specific requirements. This includes initial implementation and delivery services.
• Asset Management: The platform must support the management of a minimum of 4,000 assets, with the capacity to scale beyond this number.
• Personnel Deployment: The Operator must provide a minimum of seven resources overall, with specific roles and minimum experience levels to be detailed in Schedule 3. Personnel assigned to Call-Off Contracts must be those identified in the Tender or Supplementary Tender, or approved replacements of equivalent qualifications.
• Service Level Agreement (SLA): The Operator must adhere to an SLA, as agreed and evidenced in Schedule 8, which will govern the performance of services under any Call-Off Contract.
• Support and Training: The provision of annual support costs and training services are anticipated components, as indicated by potential line items in pricing schedules.
• Exit Management: Services related to the orderly termination or handover of the contract are also a potential requirement.
• Data Protection and Security: Strict adherence to Data Protection Laws, including GDPR, is mandated. This includes processing personal data only on the Client's written instructions, implementing appropriate technical and organisational measures to protect data, ensuring personnel confidentiality, and restricting data transfers outside the EEA unless specific safeguards are met.
• Confidentiality: Maintaining the confidentiality of all information concerning the services and obtained during execution is a perpetual obligation.
• Reporting and Documentation: Deliverables may include reports, assessments, roadmaps, recommendations, user guides, and training manuals.

The framework is designed to facilitate the award of Call-Off Contracts, which can be initiated via a Call-Off Order (if all terms are in the framework) or a Supplementary Tender (if additional terms are required).

3. Background & buyer context

This procurement is being conducted by Enterprise Ireland, a state agency responsible for the development and growth of Irish enterprises in world markets. The establishment of this Framework Agreement is driven by the need for a modern, cloud-based IT Service Management (ITSM) platform. Such a platform is essential for efficient IT operations, asset management, and service delivery within the agency and potentially for other designated Framework Purchasers. The tender documents indicate this is a framework agreement established under Directive 2014/24/EU, suggesting a structured, competitive procurement process. The framework aims to provide a pre-vetted supplier for ITSM solutions, streamlining future procurements for these services.

4. Eligibility & selection criteria

To be considered eligible for this tender, bidders must meet the following minimum requirements:

• Turnover requirement: Not specified for this tender.
• Insurance:
• Employer’s Liability (where applicable): €13 million
• Public Liability: €6.5 million
• Professional Indemnity: €1 million
• Cyber Liability: €2 million
• Certifications: Bidders should provide information on quality assurance measures, such as an externally certified system (e.g., ISO27001, ISO27701, ISO27017, ISO27018, or equivalent). Compliance with Health & Safety and Environmental legislation is also mandatory.
• Past experience: Bidders must demonstrate experience necessary to supply the services. Specific metrics for past experience are not detailed in the provided extract but are a mandatory pass/fail criterion. Services must have been delivered within the 36 months prior to the submission deadline.
• Personnel: Bidders must demonstrate access to a minimum of seven resources overall. Specific roles and minimum experience levels will be detailed in Schedule 3. Personnel must be granted access to data only to the minimum level required for their duties, adhering to the principle of least privilege.
• Geographic / facility constraints: Not specified for this tender.

Additionally, the tendering party must have been in existence for at least 6 months.

5. Award criteria & scoring

The award of the Framework Agreement will be based on a combination of price and quality. The specific weighting and scoring methodology are not detailed in the provided extract. However, the tender documents indicate that certain criteria will be assessed on a Pass/Fail basis, meaning failure to meet these minimum requirements will render a tender ineligible. These mandatory criteria include:

• Demonstrating necessary experience.
• Access to the minimum number of skilled personnel.
• Measures in place to ensure quality service delivery (e.g., certified systems).
• Compliance with Health & Safety legislation.
• Compliance with Environmental legislation.

The final award will likely consider the overall value proposition, balancing the proposed costs against the quality and suitability of the proposed ITSM platform and the supplier's capabilities.

6. Submission requirements

Bidders are required to submit a comprehensive tender response. Key components of the submission include:

• Method statement / response document: Details of the proposed ITSM platform, implementation plan, and service delivery approach. Specific templates or page limits are not detailed in the extract.
• CVs: For named personnel, detailing their qualifications and experience. Specific page counts are not specified.
• Pricing schedule: A detailed breakdown of all costs associated with the provision of the ITSM platform and associated services, likely in a format specified by the buyer (e.g., Schedule 2 for Rates).
• Case studies: Evidence of past performance and successful delivery of similar services. The number and value range of case studies are not specified.
• Declarations:
• European Single Procurement Document (ESPD) or equivalent declaration.
• Bona Fides declarations.
• Tax clearance confirmation (Tax Clearance Access Number and Tax Reference Number).
• Conflict of Interest declaration.
• Declaration regarding compliance with Article 57 of Directive 2014/24/EU.
• Mandatory site visit: Not specified for this tender.
• Submission portal: Tenders must be submitted via the eTenders platform. Specific formatting rules for electronic submission are not detailed in the extract.

7. Key dates & process

8. Contract terms that matter

• Term + extension: The Framework Agreement has an initial Term of [number] years, with an option for the Client to extend by a further [number] years. The term of a Call-Off Contract may extend beyond the Framework Period.
• Payment terms: All public sector bodies must pay invoices within 30 days of receipt. Interest and compensation apply automatically after 30 days for undisputed invoices.
• Key SLAs/KPIs: A Service Level Agreement (SLA) will be agreed and form part of the Call-Off Contract, governing performance. Specific KPIs are not detailed in the extract.
• Liquidated damages or penalty regimes: Not specified in the provided extract.
• Termination clauses: The Framework Agreement can be terminated earlier according to its terms. Specific grounds for termination are not detailed in the extract.
• IP ownership: Project IPR (created as part of the services) belongs to the Operator, excluding Background IPR. Background IPR belongs to the Operator or its licensors.
• Sub-contracting rules: The Operator may use Sub-Consultants/Contractors identified in its Tender or approved by the Client. The Operator remains responsible for the acts and omissions of its Sub-Consultants/Contractors. The Client can instruct the Operator to replace a Sub-Consultant/Contractor if deemed incompetent or failing to perform.
• Parent-company guarantee or bond requirements: Not specified in the provided extract.

9. Risks, red flags & unusuals

• Framework Agreement Structure: This is a Framework Agreement, not a direct contract for services. Call-Off Contracts will be awarded subsequently, meaning the ultimate scope and value of individual engagements are not fixed at this stage.
• Value Not Disclosed: The estimated total value of the framework is not disclosed, making it difficult to gauge the overall scale of potential work.
• Pass/Fail Criteria: Several critical selection criteria are Pass/Fail, meaning failure to meet these (e.g., insurance levels, experience) will lead to immediate disqualification without further evaluation.
• Personnel Requirements: The minimum of seven resources overall is a concrete requirement, but the specific roles and experience levels detailed in Schedule 3 will be crucial for bidders to assess their capacity.
• Data Transfer Restrictions: Strict conditions apply to transferring Personal Data outside the EEA, requiring prior written consent and specific safeguards, which could be a compliance challenge for some providers.
• Fixed Rates with Inflation Adjustment: Maximum rates are fixed for the initial 12 months and then adjusted by CPI. While this provides some cost certainty, it limits flexibility for significant market shifts.

10. SME fit assessment

This tender is structured as a Framework Agreement, which can be suitable for Small and Medium-sized Enterprises (SMEs) if they possess the required specialisms and meet the stringent eligibility criteria.

• Who can credibly bid: A credible bidder would be an established IT service provider with demonstrable expertise in cloud-based ITSM solutions. They must have a proven track record in implementing and managing ITSM platforms, particularly those capable of handling a significant asset volume (4,000+). The mandatory insurance levels, especially Cyber Liability (€2 million), are substantial and may be a barrier for very small or newly established firms. Experience in public sector IT procurement is also likely to be a significant advantage.
• Consortium or sub-contracting: The framework explicitly allows for the use of Sub-Consultants/Contractors. This means an SME could potentially bid as a prime contractor, subcontracting specific elements they cannot fulfil, or join a consortium with larger partners to meet all requirements.
• Indicative bid-prep effort: Preparing a compliant bid for a Framework Agreement of this nature, especially with mandatory insurance and experience criteria, would likely require significant effort. This could range from 15-30 days of dedicated work for a small team, involving technical, commercial, and legal input.
• Pwin signal: The tender is advertised on eTenders and follows EU procurement directives, indicating a competitive process. However, the lack of disclosed value and the specific nature of ITSM solutions mean it's difficult to definitively assess incumbent strength or past winners without further information. The requirement for specific insurance levels and experience suggests a focus on established, capable providers.

11. Where to dig deeper

• Source RFT filename(s): Not specified in the extract.
• eTenders CFT ID: Not specified in the extract.
• Contact email or clarification portal: Not specified in the extract.
• Most important attachments:
• Appendix 1 - Framework Terms and Conditions.pdf
• Schedule 1 - Supplies/Services
• Schedule 2 - Rates
• Schedule 3 - Personnel
• Schedule 4 - Insurance