Service Desk & Digital Workplace Transformation Programme

Digital-First Resolution- reducing enterprise-wide support workload through automation and empowering digital self-service

a. Employee Journeys

• Develop current and future state end-to-end employee journeys based on end-user personas and best-in-class user experience to maximize self-service and automated ticket resolution within IT, HR, Procurement, Record to Report, Order to Cash, Financial Data Reporting and Facilities end-to-end processes support services, including a plan how supplier will implement it in cooperation with NG teams and alignment to NG procedures. Implementation plan should include necessary supplier resources.
• Design employee journeys to resolve historically L1+ enterprise-wide support tickets through automation, self-service, and when necessary, AI-assisted human intervention, including a plan how supplier will implement it in cooperation with NG teams and alignment to NG procedures. Implementation plan should include necessary supplier resources.

b. Knowledge Management

• Create a centralized support knowledge base containing relevant and updated articles, guides, solutions and FAQs to address common support issues including IT, HR, Procurement, Record to Report, Order to Cash, Financial Data Reporting and Facilities end-to-end processes support issues
• Integrate knowledge base with unified self-service platform and include guided decision trees for self-troubleshooting based on employee journeys

c. Workflow Management and Integration

• Design a digital-first resolution solutions/workflows in ServiceNow EC Pro based on employee journeys and self-service opportunities, including a plan how supplier will implement it in cooperation with NG teams and alignment to NG procedures. Implementation plan should include necessary supplier resources.
• Develop foundational capabilities and support function maturity and identify additional automation opportunities based on best practices, including a plan how supplier will implement it in cooperation with NG teams and alignment to NG procedures. Implementation plan should include necessary supplier resources.
• Prepare the plan how to integrate workflows within National Grid's systems and applications, e.g., ServiceNow, AI/ Automation platforms, SAP (S4Hana and SuccessFactors), Ariba, etc. in coordination with the NG teams and procedures as well as how they would resource such implementation.

d. AI Chatbot/ AI-Enablement Tools

• Prepare plan for build up and implementation of a virtual agent that will deliver full-serve delivery. Implementation plan needs include resource and consider close cooperation with NG specialized team or under their supervision/direction.
• Prepare plan for build and implementing of AI-powered tools to assist enterprise-wide support agents such as knowledge management enhancement, agent support chatbot, decision support, automated workflow recommendations, and predictive intelligence. Implementation plan needs include resource and consider close cooperation with NG specialized team or under their supervision/direction.
• Prepare plan for enablement of the automated ticket routing, monitoring, and resolution that would align with NG ecosystem and procedures Additional information: Suppliers must be registered on Achilles against BOTH of the UVDB Codes below to receive invitation to tender:

2.2.3 IT Consultancy

2.1.3.5 Software Helpdesk Services

Design future state support model for Service Desk and Digital Workplace Transformation grounded on principles listed below but not limited to:

• deliver services with cross-functional teams, promoting operational efficiency and adaptability to specific Business needs, while at the same time addressing unique IT support needs
• enable phased implementation of digital-first resolution for the Unified Service Desk* (starting with IT services) using best in class transformation techniques that aligns with current/ future NG policies and procedures
• delivery of cost efficiency with measurable SLAs and KPIs to track value realization during implementation and BAU
• creation of a strategy for hiring and training of specialised resources (internal and external) to support future state and value delivery
• enablement of continuous improvement in digital employee experience, employee enablement, modern endpoint management, efficient device patching and update, and other strategic enablers of a modern Digital Workplace services function

The successful supplier will establish a transformation management office, document the model using highest industry standards and ensure knowledge transfer from the suppliers to National Grid employees.

*IT, HR, Procurement, Record to Report, Order to Cash, Financial Data Reporting, and Facilities Additional information: Suppliers must be registered on Achilles against BOTH of the UVDB Codes below to receive invitation to tender:

2.2.3 IT Consultancy

2.1.3.5 Software Helpdesk Services

Integrated L1 Services

Resolving L1 support needs through an integrated, enterprise-wide service that includes, but not limited to:

• Providing enterprise-wide L1 support utilising a digital-first and AI-enabled resolution strategy with the cross-trained ability to resolve support tickets across IT, HR, Procurement, Record to Report, Order to Cash, Financial Data Reporting and Facilities end-to-end processes.
• Integrating with existing National Grid systems and applications, including enhanced knowledge base, self-service portal, AI-powered agent support tools, SAP (S4Hana and SuccessFactors), Ariba, etc. Additional information: Suppliers must be registered on Achilles against BOTH of the UVDB Codes below to receive invitation to tender:

2.2.3 IT Consultancy

2.1.3.5 Software Helpdesk Services

Cross-trained and Specialist Agent Pool, developing a right-sized and cross-trained service to drive L2-L4 resolution human intervention is needed, to include but not limited to:

a. Cross-Trained L2 Services

• Providing L2 IT operations/engineering services utilising a digital-first and AI-enabled resolution strategy through virtual tech bar/onsite at Category 1 locations: 9 US and 4 UK sites
• Integrating with existing National Grid tools and applications, including enhanced knowledge base, self-service portal, and AI-powered agent support tools
• design multiple service levels with associated SLAs and OLAS as designated by business customers, so NG Business Areas can optimize for their needs

b. Field Force Services

• create a centralized support and operations AI-ready knowledge base and service to contain relevant technicians to assist National Grid field force workers and perform rotation site visits to roughly 144 Eastern US locations

c. Right-sized L3-L4 Services

• design a digital first incident and service request solutions/workflows in the following support functions: Devices and Data including VDI, Realtime Collaboration, Content Collaboration including Office365, and Directory Services
• build up and plan for implementation of a virtual agent and agent assistants that will deliver integration with existing National Grid tools and applications, including enhanced knowledge base, self-service portal, and AI-powered agent support tools Additional information: Suppliers must be registered on Achilles against BOTH of the UVDB Codes below to receive invitation to tender:

2.2.3 IT Consultancy

2.1.3.5 Software Helpdesk Services

Providing and managing comprehensive user friendly print services that include, but not limited to: usage monitoring, mobile and remote printing, authentication and security, fax services, office 365 integration, IoT integration, scanning, and printer operations and support. Additional information: Suppliers must be registered on Achilles against the UVDB Code below to receive invitation to tender:

2.6.3.4 Print Management Services

Laptop Procurement & Provisioning to include but no limited to:

a. Efficient Laptop Procurement- acquiring high-quality, cost-effective laptops that meet the needs of National Grid employees

b. Guide the selection and manage the purchase, pre-provisioning system integration (including National Grid user guide), and delivery of laptops based on organizational needs and allocated budget, while maintaining accurate asset records Additional information: Suppliers must be registered on Achilles against the UVDB Code below to receive invitation to tender:

1.5.2 Computer Hardware & Accessories Portable