NHS Highland Health Board wish to award a contract to one supplier to provide IT support services for the following.

1. IT Support services including Helpdesk, to general medical practices in NHS Highland

2. Server hardware maintenance services for NHS Highland Health Board (Non GP Sector).

The contract will run for an eight year term with the option to terminate at end of years one, five, six and seven.

NHS Highland Health Board wish to award a contract to one supplier to provide IT support services for the following.

General Medical Practices’ services.

IT services are required for desktop, server and network support co-ordinated through a helpdesk to meet the requirements of a service level agreement. The supplier will be required to provide pro-active technical advice to NHS Highland regarding technical infrastructure and issues arising from use of the infrastructure and general medical practices’ clinical systems. The helpdesk services should include the ability to act as a single helpdesk point for any computer issue including those not supported by this contract.

Other orderable services:

- Provision of a service to securely collect and dispose of IT equipment

- Provision of desktop installation services

- Provision of data verification services

- Provision of warehousing and delivery services

Managed Sector (Non GP) Services.

Server Maintenance for NHS Highland’s server estate (including handling warranty calls). Helpdesk cover for the logging of calls associated with the NHS Highland server estate.

Optional items – Managed Sector (Non GP) Services.

- Provision of out of hours cover to the NHS Highland server estate

- Provision of an on-demand helpdesk service to complement the existing in house helpdesk system.

- Provision of an on-demand desktop installation service to complement the existing in house provision.

- Provision of an on-demand 1st/2nd line support service to complement the existing in house provision.