Official UK procurement notice
NW2481 - IT Service Management (Software & Implementation)
Authority: NORTHUMBRIAN WATER LIMITED
What is being bought
Published requirement descriptionNorthumbrian Water Limited (NWL) provide water and sewerage services to just under 4.4 million people operating principally in the North-East of England and Essex and Suffolk. It is NWL's vision 'to be the most digital water company in the world' therefore it is our mission to find an ITSM solution that supports this.
NWL wish to procure a 2+2+1-year contract for a new IT service management (ITSM) tool. The tool will be used across both of our water & wastewater businesses. The tool will support NWG employees who are either based at one of our numerous sites, work from home or who are field based.
The key features that we are looking for in a new solution are for it to support us with providing an easy, timely and high-quality customer experience and help us to continue with our journey to drive automation and self-service.
Our current ITSM tool is used by over 400 users to resolve active tickets, supporting over 3,000 NWL employees who have access to raise tickets, and currently provides support for 380 Service & Incident request types. The current ITSM tool provides functionality to support Incident, Problem, Major Incident and Change Management processes.
NWL have an objective to replace the incumbent ITSM solution prior to September 2023 and are therefore planning for an MVP (Minimum Viable Product) initially and then iterative delivery of other elements soon after. Within our requirements there are also items we would look to introduce at some future stage, subject to business need, and will be looking at expanding into operational technology - to be defined at a later date.
CPV: Software integration consultancy services · Software package and information systems
The lotProcurement structure
single lot · no lot value publishedLot #1NWL wish to procure a 2+2+1-year contract for a new IT service management (ITSM) toolRenewal
NWL wish to procure a 2+2+1-year contract for a new IT service management (ITSM) tool. The tool will be used across both of our water & wastewater businesses. The tool will support NWG employees who are either based at one of our numerous sites, work from home or who are field based.
What it takes to wini
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Evaluation split and conditions of participation as published; the tender pack may add morei
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
- Suitability
Pre-requisites are detailed in the Pre-Qualification (PQQ) document within Ariba tendering portal once an expression of interest is made and access details are provided.
- Successive reduction
- Candidates will be reduced successively across stages
Procedure terms & legal framework
From the official record · publisher note attached- Procedure method
- Negotiated procedure with prior call for competition
- Legal basis
- CELEX · 32014L0025 Utilities Contracts Regulations 2016 (Directive 2014/25/EU)
- Procurement category
- Goods
- Notice status
- Closed
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- No (one-off requirement)
- First published
- 18 Nov 2022, 10:49 GMT
- Last source update
- 18 Nov 2022, 10:49 GMT
- Authority reference
NW2481- FTS notice number
2022/S 000-032736- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-03865cFind a Tender- Contract terms summary
This will be advised as part of the tender stage.
- Performance terms
If applicable these will be advised in the tender documents.
Publisher note: Applicants are asked to note that this procurement process will be conducted electronically with all documents and communication being managed through the Northumbrian Water e- Sourcing Spend Management portal called "Ariba". Expressions of interest must be sent be sent to the e-mail address [email protected] before the deadline date of 12noon 1/12/2022. Once your expression of interest has been received (with the details as requested below), you will be given access to the Ariba portal within 48 hours from request (where possible) via an email (you have provided as part of your contact details) with a link to access the Ariba portal. You will be required to complete a Pre-Qualification Questionnaire (PPQ) in Ariba (following the same link as mentioned above) before 12noon 12/12/2022. When sending expression of interest, please provide the following information: 1) full company name 2) email address you would want the Ariba portal link to be sent to 3) details of the person responsible for this tender (Name, Job Title, Tel.)
How it was run
Official notice- Submission deadline
- 1 Dec 2022, 12:00 GMT
- Submission channel
- {"electronicSubmission"}
- Accepted languages
- en
- Deposits and guarantees
- Parent Company Guarantees and Performance Bonds may be requested as part of the award.
Timeline
18 Nov 2022 → 30 Jun 2023 · 3 dates- Notice published18 Nov 2022, 10:49 GMT
- Submission deadline1 Dec 2022, 12:00 GMT
- Bids must remain valid until30 Jun 2023, 23:59 BST
Contracting authority & participating public bodies
Dispute resolution & review bodies
- TBCReview body
Official documents & specifications (2)
Official links; attachments are not copiedTender pack and attachments
- Economic and financial selection criteria
- Technical selection criteria