Please note this is the replacement of an open procedure cancelled as a result of impacts due to Covid-19 (Document number 2020/S 054-129774)

This procurement is for the replacement of the Sussex Partnership NHS Foundation Trust's Service Desk and ITSM managed service. The contract also covers the full replacement of Trust end user computing devices and associated management and support of those devices for the term.

The authority is looking to procure the following from a single Bidder under the terms and conditions provided to the bidders:

• a fully managed service

• a full device refresh of desktop and laptop devices and upgrade to Windows 10 and Office 2019 (see Volumetric Document for device numbers)

• an on-authority premises service desk (all core hours service desk support must be provided on the authority site)

• a full break/fix service and incident management with associated SLAs (financial rights of remedy mandatory)

• a fully featured ITSM tool and portal for end users

• full call handling system and alternative contact methods

• change management services

• knowledge management services

• asset management and device tracking services

• problem management services

• configuration management services

• moves, adds and changes

• Wi-Fi Service Management (Full Authority private and public Wi-Fi management and break/fix)

• implementation services including but not limited to setup, training, data migration, testing, go-live, and post go-live support

• ongoing professional services and support.