National DDS Service Support Contract

National Highways is looking for one or more Suppliers to deliver the following aims: To provide ongoing hardware, configuration and software support and other services to 10 x DDS located at each of the ROCs, NTIS and other Regional operational sites. From a high-level point of view, this covers: • 2nd and 3rd line support and maintenance of the DDS hardware, software and firmware of the DDS for each of the sites. The Supplier shall maintain the DDS systems, following in-dustry best practice such as ITIL. • The Supplier shall carry out preventative maintenance of the DDS system in accordance with the Original Equipment Manufacturer (OEM) recommended equipment maintenance regime. • The Supplier’s reactive maintenance regime shall ensure that it meets National Highways SLA based on the following, using engineering remote access wherever possible aligning with ITIL best practice. o Critical faults responded to in 4hrs, cleared in 12 hrs. o Major faults responded to in 8hrs, cleared in 24 hrs. • As well as undertaking the activities which are defined above, the supplier will be required to undertake additional activities at the request of National Highways such as Configura-tion Fresh, Security and software updates. WHAT WE ARE LOOKING FOR National Highways (NH) operates a contract to service support the current DDS. This current contract comes to an end in July 23. National Highways is looking to replace this contract through a tendering process to find a suitable replacement contract to provide ongoing support as described in the above. There will be a four month overlap period to ensure a robust handover take place between the existing contract and the new contract. The DDS are located at the following sites: • SW – Aztec West Bristol • WM Quinton Birmingham • NTIC Quinton Birmingham • NW Newton Le Willows near Manchester • NE Wakefield • NE Wakefield test Environment • EM Nottingham Business park • E South Mimms • SE Foster Down Godstone • Satellite Operational located at Penrith Additional information: National Highways is looking to understand what the supply chain thinks of the above requirement in terms of whether this procurement is of interest as well as finding out if there is capability and capacity to deliver. This information is an important early step in terms of shaping the future requirement.