Passport (Asset Suite 9) maintenance and support 2026

Contracts

• Passport (Asset Suite 9) maintenance and support 2026 · Hitachi Energy UK Limited

  Signed

  22 Dec 2025

  Value

  £4,400,000

  Period

  1 Jan 2026 – 31 Dec 2030 · up to 31 Dec 2031 with extensions

  Status

  active

  Extensions

  Optional year to allow completion of EAM project if required

  Options

  One year extension option

  4 agreed KPIs: System response times · Cyber Security · Social Value - Health & Wellbeing …

  • System response times, Demonstrate suitable response times for all transactions by submitting report prior to review meetings. Response times will include all transactions except: Searches, Prompts, Batch Jobs, Initial logins, and transactions that include Microsoft Object Linking And Embedding (OLE). 1 Unacceptable 97.5% < 15 sees, 95%< 5 sees and 82%< 3 sees 2 Poor 98.0% < 15 sees, 96%< 5 sees and 86%< 3 sees 3 Satisfactory 98.5% < 15 sees, 97%< 5 sees and 90%< 3 sees 4 Good 99.0% < 15 sees, 98%< 5 sees and 94%< 3 sees 5 Excellent 99.5% < 15 sees, 99%< 5 sees and 98%< 3 sees
  • Cyber Security, Demonstrate action to identify and manage cyber security risks in the delivery of the contract including in the supply chain. Is cyber security managed appropriately and compliant with current standards? Does Hitachi Energy actively engage with The Customer in relation to sharing appropriate and relevant cyber information? 1 Unacceptable Non-compliance which could lead to damage to IT systems or regulatory issue. 2 Poor Non-compliant use of the system by Hitachi Energy. 3 Satisfactory Compliant with legislation and The Customer/contract procedures including the Security Aspects Letter. Maintaining communication with The Cusomter on security clearance details (e.g. clearance levels and dates) through the relevant channels to ensure appropriate IT access can be maintained throughout the contract/disruption to the Hitachi Energys access kept to a minimum. Proactive approach and developing a positive security culture. Standards 4 Good above legislative or The Customer requirements. Presenting ideas for improvement. Evidence of reporting events and unusual occurrences through . appropriate mechanisms. Provide input into quarterly meetings. 5 Excellent Innovative approach. Excellent standards. Embedded security culture. Evidence provided of continuous improvements and plans for the future relevant to the scope of the services and management of cyber security risks.
  • Social Value - Health & Wellbeing, Demonstrate action to support health and wellbeing, including physical and mental health, to the company staff. Is the company demonstrating support of mental health in the workplace? Has the company signed up to the Mental Health at Work Commitment (Supporting mental health at work)? How many of the 6 standards of the commitment framework does the company demonstrably meet? 1 Unacceptable Does not consider support of health and wellbeing of staff a priority 2 Poor Does not demonstrate support of health and wellbeing of staff 3 Satisfactory Demonstrates support of health and wellbeing of staff. Acts in accordance with the Mental Health at Work Commitment. 4 Good Has signed up to the Mental Health at Work Commitment. Demonstrates continuous commitment to 3 of the 6 standards of the Commitment framework 5 Excellent Demonstrates continuous commitment to all 6 standards of the I ICommitment framework
  • Customer service, Demonstrate suitable response times for all transactions by submitting report prior to review meetings. Are portal logs responded to on time in accordance with the Customer Experience Policy Guide? Are any extenuating circumstances addressed promptly? Is communication of anticipated delays proactive? 1 Unacceptable =<80% 2 Poor =<85% 3 Satisfactory =>90% 4 Good =>95% 5 Excellent = 100% Response times will include all transactions except: Searches, Prompts, Batch Jobs, Initial logins, and transactions that include Microsoft Object Linking And Embedding (OLE).
  • Good - performance is meeting or exceeding the KPI Cybersecurity · to 31 Mar 2026
  • Good - performance is meeting or exceeding the KPI Social value - health & wellbeing · to 31 Mar 2026
  • Good - performance is meeting or exceeding the KPI System response times · to 31 Mar 2026
  • Good - performance is meeting or exceeding the KPI Customer service · to 31 Mar 2026

Tender pack and attachments

• Signed contract contractSigned contractPDFRedacted Contract App 1.2 Managed Services
• Signed contract contractSigned contractPDFRedacted Contract 3.3b Schedule
• Signed contract contractSigned contractPDFRedacted Contract Exit Managment
• Signed contract contractSigned contractPDFRedacted Contract App 1.1 Master Contract
• Signed contract contractSigned contractPDFRedacted Contract Main Agreement
• Signed contract contractSigned contractPDFRedacted Contract NRS App 3.1 Order Form
• Signed contract contractSigned contractPDFRedacted Contract App 2 Additional Clauses

Notices published for this procedure

• Contract performance notice contractContract performance noticeUK9Contract performance notice on Find a Tender9 Sept 2026, 08:30 BST
• Contract details notice contractContract details noticeUK7Contract details notice on Find a Tender24 Mar 2026, 17:09 GMT
• Contract award notice awardContract award noticeUK6Contract award notice on Find a Tender19 Nov 2025, 16:49 GMT
• Transparency notice awardTransparency noticeUK5Transparency notice on Find a Tender13 Nov 2025, 15:49 GMT
• Pipeline notice planningPipeline noticeUK1Pipeline notice on Find a Tender21 May 2025, 11:17 BST