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Official procurement procedure

Out of Hours IT Helpdesk Managed Service

IT services: consulting
software development
Internet and support
West Midlands (UKG)
Published value
Not published
Submission deadline Not published
Lots published1
Procurement Executive Summary
AI & Search Synopsis
Generated from official OCDS record
Tenderline Synopsis: THE UNIVERSITY OF BIRMINGHAM: "Out of Hours IT Helpdesk Managed Service". Published status: complete. Published value: Value not published. 1 published lot. Submission deadline not published. See the official notice for participation instructions.
Contracting AuthorityTHE UNIVERSITY OF BIRMINGHAMScope & CategoriesNot publishedSubmission Window
complete
No deadline published
Submission GatewayDirect notice routeLegal Basis & RegimeStandard procurementEstimated Value (exc. VAT)Not published
Bidder Intelligence · Authority Profile: THE UNIVERSITY OF BIRMINGHAM
Market Analytics
View Authority Profile →
Derived from OCDS awards & bid statistics
Published history for THE UNIVERSITY OF BIRMINGHAM. These figures describe retained records, not a forecast of bids or a measure of buyer bias.
Published-to-award variance
Not availableInsufficient comparable data
Requires at least 5 comparable procedures
Competition Density
3.4Bids / Report
48.4% of reports have one bid
Supplier ConcentrationNo estimate
Insufficient attributable awardsNo concentration estimate available
Payment Terms
Check noticePublished terms
Payment obligations depend on the applicable regime and contract. Consult the official documents.
Coverage: 152 active published awards; 31 bid reports (which may be per lot). Supplier values exclude multi-supplier awards, frameworks and DPS, and use GBP only. They are published award values, not payments. Published-to-award variance compares single-lot, single-award, single-supplier GBP procedures with explicitly non-framework/non-DPS status; increases remain in the average. Unpublished data stays unknown. Awarded suppliers are winners, not all bidders.
Procedure terms
Contracting AuthorityTHE UNIVERSITY OF BIRMINGHAM
Procedure methodNot published
Procurement categoryNot published
Statuscomplete
Framework / DPSNot published
CompetitionNot published
Above thresholdNot published
Legal basisNot published
Tender period startsNot published
Clarification deadlineNot published
Electronic submissionNot published
Submission languagesNot published
Published18 Aug 2023, 12:50 BST
Last source update18 Aug 2023, 12:50 BST
Recurring procurementNot published
ClassificationIT services: consulting, software development, Internet and support
Delivery area
West Midlands (UKG)
OCIDocds-h6vhtk-03f52d
What is being bought
a subscription-based service providing first and second line support with IT and library queries to students and staff of participating universities and colleges at times when the main support services are closed.
What changed
From the official release history
  1. Status changed to complete
    18 Aug 2023, 12:50 BST
  2. Official notice release published
    18 Aug 2023, 12:50 BST
  3. Buyer information updated
    18 Aug 2023, 12:50 BST
Lots and requirements (1)
Published by the contracting authority
  • Lot 1 · #1
    Individual lot title not published
    Status not published
    Published valueNot published
    a subscription-based service providing first and second line support with IT and library queries to students and staff of participating universities and colleges at times when the main support services are closed. The service operates from 17:00 to 08:00 weekdays, 24 hours weekends and public holidays. Contact to the service may be made by phone, email, and Live Chat.
    Contract periodNot published
    EligibilityNot published
    Options / renewalNot published
Timeline
  1. Procedure published
    18 Aug 2023, 12:50 BST
  2. Award active
    Not published · Not published
  3. Contract active
    Signed 18 Aug 2023, 00:00 BST · £168,111
Commercial outcome and competition
Awards
Talented Athlete Scholarship Scheme College House
Not published · Not published · active
Contracts
Managed Out of Hours Helpdesk
£168,111 · signed 18 Aug 2023, 00:00 BST · active
Bid statisticsNo aggregate bid statistics published
Buyer and organisations in this procedure

THE UNIVERSITY OF BIRMINGHAM

Contracting authority GB-COH-RC000645
View buyer profile

  • THE UNIVERSITY OF BIRMINGHAM
    buyer

    GB-COH: RC000645
    Edgbaston, BIRMINGHAM, UKG31, B152TT
    k.aird@bham.ac.uk
    +44 1214158491

  • University of Birmingham
    reviewBody

    Birmingham

  • University of Northumbria at Newcastle
    supplier

    GB-COH: 10167191
    Newcastle, UKC
Documents (0)
Official links; attachments are not copied
No data
No linked documents are published
Related procedures (0)
No data
No related procedures published
Planning and rationale
Planning budgetNot published
No-engagement rationaleNot published
Procedure rationaleNorman is in the unique position of being operated by a Higher Education institution within the heart of its own campus (as well as remotely via home working) as well as having supported numerous and varied Higher Education institutions over more than 16 years, this benefits us and you in a number of ways that other services cannot: • Norman has an innate familiarity with the Higher Education sector, understanding better than anyone the University needs as well as the needs of their students and staff. • Norman understands and can help overcome challenges posed in supporting customers in the Higher education sector, increasing student expectation, the seasonal demands of the academic calendar, rapidly evolving technological demands etc. • Over the years Norman have also come to understand that Higher Education institutions are far more similar than different. Exposure to the sector has given them a broad and expansive experience of the specific systems and processes in the sector. Norman staff offer expert support in: o Virtual Learning Environments o Eduroam troubleshooting. o Off-site access to local services o Accessing electronic journals. o Referencing software. o Statistical software (including Nvivo, SPSS etc) o Student lifecycle and enrolment o Standard operating systems o Standard and specialist software including office applications. o Standard communication packages including Office365 and Skype for business. Norman is a proven provider of Higher Education first and second line support; having supported over 60 institutions over the past 16 years, including Russell group, Red Brick, Pre and Post 92 institutions. We have come to appreciate the remarkable advantages of providing constant phone and live chat assistance for the IT Service Desk. Our conviction remains strong that no alternative service could measure up to this level of support. This is precisely why we have opted for Norman Managed Services, particularly due to their expertise in higher education. Their adeptness in this field further validates our decision. Notably, Norman Managed Services seamlessly transitioned into action, necessitating minimal input from us to grasp the nuances of the support inquiries we routinely encounter.