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ITSM Toolset Service and Implementation Support.

Contract award notice

Services

Directive 2004/18/EC

Section I: Contracting authority

I.1)Name, addresses and contact point(s)

Department for Work and Pensions
CD Sourcing, 301 Bridgewater Place, Birchwood Park
Contact point(s): Service Management and Security Team
For the attention of: DWP will manage the contract through our eProcurement solution.
WA3 6XF Warrington
UNITED KINGDOM

Internet address(es):

General address of the contracting authority: http://dwp.gov.uk

I.2)Type of the contracting authority
Ministry or any other national or federal authority, including their regional or local sub-divisions
I.3)Main activity
Social protection
I.4)Contract award on behalf of other contracting authorities
The contracting authority is purchasing on behalf of other contracting authorities: no

Section II: Object of the contract

II.1)Description
II.1.1)Title attributed to the contract
ITSM Toolset Service and Implementation Support.
II.1.2)Type of contract and location of works, place of delivery or of performance
Services
Service category No 7: Computer and related services
Main site or location of works, place of delivery or of performance: Locations throughout the United Kingdom (including Northern Ireland).

NUTS code UK

II.1.3)Information about a framework agreement or a dynamic purchasing system (DPS)
II.1.4)Short description of the contract or purchase(s)
The Authority requires an IT Service Management Toolset (Toolset) based on the Contracting Authority's software as a service delivery model. The Toolset should include configuration, integration, and knowledge transfer to up-skill the Contracting Authority's internal capability and flexibility to move to another service/license model at the Contracting Authority's option. There will be an on-going occasional requirement for professional resources to be provided by the Supplier. Specifically the successful Supplier must provide an integrated Industry Standard ITIL v3 compliant Service Management toolset.
 The Authority handles large quantities of citizens' personal data assets, has on-going responsibility to maintain the confidentiality and integrity of that data. Therefore the Authority seek a solution that can meet government and industry standards for security including but not limited to Her Majesty's Government and the Authority's security standards, ISO27001 and PCI-DSS.
 The Toolset will be capable of supporting an organisation the size and scale of the Authority - approx. 93 000 users, 35 000 incidents p/m. The successful Supplier will provide a solution to which service tower and other suppliers can easily interface using standard integration methods and capable of gaining accreditation to ‘Axelos', 'Pink Verify'; 'OGC ISS standards' in respect of core and integration capability. The Supplier will provide a solution that is hosted "off-site”, accessible through a web browser with flexibility to provide access to users within the Contracting Authority and across its authorised third party suppliers.
 The Toolset that is required for Service Integration and Management function will effectively execute and manage ITIL v3 2011 compliant processes covering:
 - Service Desk,
 - Incident Management,
 - Problem Management,
 - Request Fulfilment,
 - Access Management,
 - Availability Management,
 - Capacity Management (including Demand Management),
 - Change Management,
 - Release and Deployment Management,
 - Event Management,
 - ITSC Management,
 - Service Asset and Configuration Management (including Software Asset Management),
 - Service Catalogue Management,
 - Service Level Management,
 - Financial Management Support,
 - Knowledge Management,
 - Service Validation and Test,
 - Service Transition,
 - Supplier Performance Management,
 - Continual Service Improvement and others as required.
 The contract is for a period of 3 years with an option for two 1 year extensions.
 This contract will be for use by the following contracting bodies

Department for Social Development Northern Ireland (http://www.dsdni.gov.uk)

II.1.5)Common procurement vocabulary (CPV)

48100000, 72212517, 72227000, 72222300, 72260000, 72212000, 72211000, 72263000, 72210000, 72265000, 48517000, 48211000, 48217100, 72220000, 72212100, 48422000, 72268000, 48218000, 72416000

II.1.6)Information about Government Procurement Agreement (GPA)
The contract is covered by the Government Procurement Agreement (GPA): yes
II.2)Total final value of contract(s)
II.2.1)Total final value of contract(s)
Value: 5 470 000 GBP
Excluding VAT

Section IV: Procedure

IV.1)Type of procedure
IV.1.1)Type of procedure
Negotiated without a call for competition
Justification for the award of the contract without prior publication of a contract notice in the Official Journal of the European Union (OJEU):
Directive 2004/18/EC

1) Justification for the choice of the negotiated procedure without prior publication of a contract notice in the OJEU in accordance with Directive 2004/18/EC

No tenders or no suitable tenders in response to: open procedure
All tenders submitted in reply to an open procedure, a restricted procedure or competitive dialogue were irregular or inacceptable. Only those tenderers were included in the negotiations which have satisfied the qualitative selection criteria.
 Commercial Director approval was obtained to progress the requirement via the Negotiated Procedure Without a Call for Competition, in line with Directive 2004/18/EC, and specifically in accordance with Regulation 14 (a) (i) and Regulation 17 (2)(9) &(10)(negotiated procedure without prior publication of a contract notice) of the Public Contracts Regulations 2006.
IV.2)Award criteria
IV.2.1)Award criteria
The most economically advantageous tender in terms of
1. See Instructions to Potential Suppliers
IV.2.2)Information about electronic auction
An electronic auction has been used: no
IV.3)Administrative information
IV.3.1)File reference number attributed by the contracting authority
UI_DWP_001509
IV.3.2)Previous publication(s) concerning the same contract
no

Section V: Award of contract

Contract No: UI_DWP_001509
V.1)Date of contract award decision:
30.3.2015
V.2)Information about offers
Number of offers received: 01
Number of offers received by electronic means: 01
V.3)Name and address of economic operator in favour of whom the contract award decision has been taken

ServiceNow
53045998 (registered in the Netherlands)
Future House, Surrey
TW20 9AH Egham
UNITED KINGDOM
Internet address: www.servicenow.com

V.4)Information on value of contract
Total final value of the contract:
Value: 5 470 000 GBP
Excluding VAT
If annual or monthly value:
Number of years: 3
V.5)Information about subcontracting
The contract is likely to be sub-contracted: no

Section VI: Complementary information

VI.1)Information about European Union funds
The contract is related to a project and/or programme financed by European Union funds: no
VI.2)Additional information:
The Authority will be using an e-Procurement solution throughout the life of this ITSM Toolset Service and Implementation Support contract.
VI.3)Procedures for appeal
VI.3.1)Body responsible for appeal procedures

Department for Work and Pensions
CD Sourcing, 301 Bridgewater Place, Birchwood Park
WA3 6XF Warrington
UNITED KINGDOM
Internet address: http://www.dwp.gov.uk

Body responsible for mediation procedures

Not Applicable
UNITED KINGDOM

VI.3.2)Lodging of appeals
Precise information on deadline(s) for lodging appeals: The information is provided via the following web links:

The DWP commercial complaints process - http://www.dwp.gov.uk/supplying-dwp/purchasing-in-dwp/dwpcommerical-complaints/

The Office of Government Commerce (OGC) Supplier Feedback Service http://www.ogc.gov.uk/

procurement_policy_and_practice_ogc_supplier_feedback_service.asp
VI.3.3)Service from which information about the lodging of appeals may be obtained

Department for Work and Pensions
CD Sourcing, 301 Bridgewater Place, Birchwood Park
WA3 6XF Warrington
UNITED KINGDOM
Internet address: http://www.dwp.gov.uk

VI.4)Date of dispatch of this notice:
1.5.2015

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