The University of Nottingham - Digital Partner

The University of Nottingham is seeking to engage a Digital Partner on a framework agreement to provide strategic advice and guidance and support the delivery and modernisation of its foundational IT services across the University.

Initial services to be delivered under the contract could include:

• Strategic advice and guidance

The Digital Partner will potentially be expected to participate in the co-design, co-management, and co-delivery of our foundational IT Services, providing strategic advice and guidance throughout the duration of the contract and account management.

The University will also potentially work with the Digital Partner to complete a 'discovery' exercise. This will allow the Digital Partner to familiarise themselves with the University's technology landscape and propose a roadmap for service delivery improvement and reduction of operational risk and technical debt.

• Managed Network Service

Most of the underlying network infrastructure is at the end of its life and the security architecture and design of the network is insufficiently flexible to meet new demands of different stakeholder groups across the University.

We are still considering our full requirements for this service, which range from a basic refresh of the current UK Campus network through to a fully managed future-proofed network service. This could include provision of features and services such as full campus-wide high-speed mobile network coverage, software defined networking, zero trust security architecture, and enablement of smart campus functionality.

• Managed Print Service

Our current print service provides a campus-wide managed print service for staff, students & researchers.

We anticipate the Digital Partner will provide a suitable equivalent service that represents value for money to the University in terms of service quality and asset utilisation, whilst also supporting the University in achieving its broader strategic goals for environmental sustainability and waste management.

• Integration

The University has implemented an Azure hosted Enterprise Integration Platform to host high performing reusable data services which will enable the complex legacy network of over 400 point-to-point system integrations to be replaced with interfaces based on reusable business APIs. There is significant demand for the service due to several other investment programmes and we expect the Digital Partner to help design, develop, maintain and support the Enterprise Integration Platform.

• Potential Future Services

Following the delivery of the initial services, the University then intends to work with the Digital Partner to prioritise and deliver the modernisation of further foundational IT services. These will be based on a clear demonstration of benefits supported by a business case(s).

These could include the following indicative set of services:

• Digital Customer Services: Provide staff, students and research with a contact via multiple channels for all technology/IT related services requests, incidents and access requirements. Also includes; Student Laptop loan and repair; Student IT Support management; Desktop engineering services; On-campus support and technical guidance.
• Uptake, Adoption and Support: Work collaboratively to identify opportunities to adopt existing or new tools, technologies and services. Support colleagues through training, user-guides, videos and practical help.
• Service Level Management: Monitor all services delivered to the University in line with service level agreements & work with all teams to build a continuous service improvement cycle.
• Incident, Problem and Change Management: Provide incident, problem and change management services in line with industry best practice.
• Asset and Configuration Management: Recording and management of all physical and digital IT assets owned by Digital and Technology Service (DTS) with their customer allocation, location and lifecycle status.
• Software License Management: Purchase, renewal, control and usage monitoring of subscription and license agreements and documentation of the University's software products.
• Capacity Planning: Creation, monitoring and maintenance of a forward plan of required capacity for digital services in line with business growth and demand.
• Supplier Management: Managing relationships with suppliers as well as overall supplier performance against contractual obligations.
• Service Transition: Manage the successful transition from solution build to live usage including early life support.
• Cyber Security: Protect and monitor computers, infrastructure, servers (physical and virtual), mobile devices, electronic systems, networks, and data from malicious attacks, cyber threats, damage and/or theft.
• Application Management: Support and maintenance of applications throughout their operational lifecycle including monitoring of performance, enhancement, updates and patching service fixes to keep the service current.
• Database Management: Management of databases and datasets on premise, in the cloud or virtually including acquiring, validating, storing, retrieving, protecting and processing. Ensuring the access controls are robust and secure - delivering reliable performance.
• Compute: Support, maintain and operate a range of computing needs for software, applications, platforms and servers throughout their operational lifecycle (Windows, HPC, Unix & Linux etc).
• Storage: Support, maintain and operate a range of secure & flexible storage platforms throughout their operational lifecycle.
• Device Management: Support, maintain and operate a wide range of end user devices.
• Telecommunications: Support, maintain and operate a wide range of traditional landline and mobile services.
• Data Centre Facilities Management: Support, maintain and operate the physical environment of on-premise data centres.
• Backup and Recovery: Provision of remote, online or managed cloud storage, back-up & full rec…