EPES, CFU and Ophthalmic applications support, upgrade and hardware refresh

Contracts

• EPES, CFU and Ophthalmic applications Support, Upgrade and Hardware Refresh · ENTSERV UK LIMITED

  Signed

  2 Apr 2025

  Value

  £5,500,000

  Period

  3 Apr 2025 – 31 Dec 2026 · up to 31 Dec 2030 with extensions

  Status

  active

  Extensions

  This DAC is to allow support to be provided until systems can be replaced. This support cannot be provided by any other supplier as DXC have the exclusive rights to the software.​ BSO ITS wish to enter into a one year Contract with the option to extend for a further four x one year extensions. The ePharmacy Programme was supposed to provide replacement systems for EPES, but this has been significantly delayed due to budgetary restrictions. The procurement of replacement systems is likely to be begin in 2026 with a proposed implementation date of quarter three in the Financial Year of 2030

  3 agreed KPIs: Monitoring Issue Resolution · Monitoring IT Performance · Monitoring Process Performance

  • Monitoring Issue Resolution, A key objective for all the FPS teams is resolving contractor issues quickly and effectively. The speed and quality of resolution impacts contractor satisfaction. Monitoring issue resolution quantifies performance levels and highlight areas needing improvement. The metrics that will be tracked for issue resolution are: • First contact resolution (FCR) rate. • The average time taken to resolve contractor issues of varying types and severity this will include the total time an issue is open. • Backlog/Pending tickets - Volume of open tickets that are past resolution time SLAs. • Resolution paths/channels - The channels used to ultimately resolve issues like email, phone, chat, self-service etc. • Reopened ticket rate - What % of closed tickets have to be reopened due to incomplete resolution. • Issue escalation rate - How often complex issues have to be escalated to higher tiers like supervisors or managers.
  • Monitoring IT Performance, In order to provide an efficient operational service to contractors it is important that the underlying infrastructure is available during key periods as identified by the business and contractors. The metrics that will be tracked for IT performance are: • Server uptime/availability - Percentage of time servers are operational. • Problem resolution time - The time required to resolve system issues. • Change implementation time - How long it takes to roll out new systems and changes.
  • Monitoring Process Performance, When running an operational service it is important to ensure that, if required, appropriate steps are taken to ensure the processes being used are as efficient as possible. The metrics that will be tracked for process performance are: • Production efficiency: How long are claims, prescriptions and payments taking on average to complete. Increased processing times may indicate a requirement to adjust processes. • Total cycle time: The total amount of time needed to complete a process from start to finish including claims and prescription runs. • Throughput: The number of items produced divided by the production time per month. • Error rate: The total number of errors divided by the total number of units produced. • Quality rate: A measure of the items produced that pass quality control checks. Sampling will be completed to ensure items processed meet the necessary statutory and legislative standards

Notices published for this procedure

• Contract details notice contractContract details noticeUK7Contract details notice on Find a Tender24 Apr 2025, 10:17 BST
• Contract award notice awardContract award noticeUK6Contract award notice on Find a Tender21 Mar 2025, 13:54 GMT
• Transparency notice awardTransparency noticeUK5Transparency notice on Find a Tender21 Mar 2025, 10:48 GMT