IT Services Support · UK public procurement notice

Objectives

The supplier will provide seamless transition of IT support from the current incumbent, ensuring that there is minimal disruption to HINENC business operations.

Once the initial transfer is complete, the supplier will deliver HINENC with a fully managed IT support service focussing on the following:

Improved Service Delivery: Assist HINENC to ensure timely and effective delivery of HINENC's core business services, facilitating IT-enabled improvements.

Optimised Resource Management: Efficiently manage HINENC resources to reduce operational costs.

Strong Compliance and Security: Adhere to all relevant regulations and standards, with industry-leading protection of the HINENC's IT configuration and information assets.

Performance Metrics

It is expected that the Supplier will report their own performance against a set of standards so that service delivery is regularly monitored and assessed.

Service Level Agreements (SLAs): Work with clearly defined SLAs for response times, resolution times, and service availability, the Supplier must provide details of their proposed target levels.

Key Performance Indicators (KPIs): Track metrics such as customer satisfaction, service uptime, etc.

Regular Reporting: Provide HINENC with regular updates on performance against KPIs / SLAs to identify opportunities for improvement.

Governance

It is expected that the Supplier will implement documented arrangements to govern the following aspects of service delivery:

Change Management: Ensure that any change is well planned and managed and that lessons are learnt.

Risk Management: Anticipate and mitigate risks associated with service delivery.

Audit and Review: Perform regular audits and reviews to ensure that areas for improvement are continuously identified.

Problem Management: Identify problems quickly and implement solutions.

Minimum Standards

Essential:

Certification to Cyber Essentials Plus.

Desirable:

ISO 27001 (Information Security Management System) certification.

ISO 14001 (Environmental Management) certification.

Provision of specialist expertise to support the development of a value proposition. This may include delivery of the following:

• Business model canvas development;
• Business consultancy;
• Specialist support for the development of business models;
• Assessment of business options and opportunities in the health and life science;
• Business processes;
• Change management;
• Forecasting and/or planning;
• Organisational review;
• Programme & project management;
• Business Structure;
• Business process re-engineering;
• Social Value;
• Peer or Key Opinion Leader Feedback (clinical expertise)

Provision of prototype support for innovation. This may include identification of options with recommendations as well as implementation and delivery.

Provision of clinical trial and evidence generation support, such as real-world evaluation and health economics for an innovation. This may include identification of options with recommendations as well as implementation and delivery.

• Support to develop protocols;
• Support development of trial documentation e.g., Patient Information Sheets, informed consent forms etc.
• Support for development and submission of documentation for ethics/HRA approval, such as IRAS forms (if required);
• Support to develop strategy for site selection for trials & evaluations;
• Support for NIHR portfolio adoption (Commercial, Non-commercial and Investigator Initiated Trials (IIT));
• Bid support to funders e.g., grant writing;
• Project Management of Trials
• Stakeholder engagement /
• Systematic reviews
• Care pathway analysis;
• Health economics modelling including cost-effectiveness analysis and budget impact analysis;
• Diagnostic test reference standard identification or development;
• Analytical validity;
• Diagnostic accuracy;
• Clinical utility;
• Cost and pricing modelling
• Early Value Assessment (NICE)
• Statistical Support

Provision of regulatory approval support for innovation. This may include identification of options with recommendations as well as implementation and delivery.

Provision of commercialisation and scale-up support for innovation. This may include identification of options with recommendations as well as implementation and delivery:

• Proof of Value development;
• Growth and scale;
• Internationalisation and trading globally;
• Import and export;
• Leadership and management including of individuals and teams;
• Marketing including digital marketing;
• Adoption and spread into the NHS market or healthcare markets world-wide;
• Implementation Model
• Business case Development in an NHS/Social Care setting;
• Sales;
• Manufacturing and outsourcing.
• Procurement?
• Supply chain expertise

Provision of corporate support to the AHSN for the delivery of its day-to-day business or extended support to innovators:

• Marketing Support;
• Comms Support;
• Finance Support;
• IT Support

o Services;

o Hardware; and

o software

• Health and Safety Services;
• HR Support;
• Organisational Development Support;
• Development of software
• Legal Services