Managed IT Support Services
Hartlepool Borough Council
Published date: 20 July 2022
Last edited date: 20 July 2022
Open opportunity – This means that the contract is currently active, and the buying department is looking for potential suppliers to fulfil the contract.

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Contract summary
• Computer equipment and supplies – 30200000
• Software package and information systems – 48000000
• IT services: consulting, software development, Internet and support – 72000000
Location of contract
TS24 8AY
Value of contract
Procurement reference
Published date
20 July 2022
Closing date
19 August 2022
Closing time
Contract start date
1 January 2023
Contract end date
31 December 2026
Contract type
Service contract
Procedure type
Restricted procedure
Contract is suitable for SMEs?
Contract is suitable for VCSEs?

Hartlepool Borough Council are conducting a procurement for the provision of full scope ICT managed services via Restricted Process to replace an existing arrangement that expires in September 2023.

Through this selection phase and a subsequent ITT phase, the Council will identify a single supplier to provide full scope ICT managed services for a maximum of 6 years (4+1+1) with effect from September 2023.

Hartlepool Borough Council employs approximately 2,000 staff to deliver public services to a population of over 93,000 residents and has set out its ICT strategy that outlines how, over the coming years, the Council will improve services for its residents and employees by positioning ICT (and digital) as a business enabler. The Council is excited about working with providers who can help shape and deliver the Council’s ambitions.

A high-level service specification is available for reference (Document 3), however, the scope of the procurement can be summarised as:

Service Integration and Service Management
      • Full ICT support and integration services across multiple service components including operational management of Council-owned 3rd party contracts; continual service improvement and user-centric ways of working; asset, licence and configuration management; using owned instance of ITSM toolset
End User Computing
      • Provision of support and enabling services to allow end users to work ‘any time’ and ‘anywhere’. Includes support of physical devices (laptops, desktops & corporate tablets) and installed software, remote take-over
Service Desk
      • UK based single point of contact for end users; Provides self-help and multi-channel contact; Targets first contact resolution; passes user records on to other resolver groups; provision and deployment of applicable ITSM toolset
Hosting and Data Centre Services
      • Manage existing hosting environment in 3rd party data centre facility; expertise on design and migration to future cloud-based alternative; manage full life cycle of supported services; DR/BC provision
Network Services
      • Office WiFi & LAN; Inter-site connections; Dark fibre link, Outbound connectivity (internet, PSN); Network services (DNS, DHCP, WiFi Certs, Firewall, Monitoring); SIP trunking and session controller management
Application Support and Development
      • Facilitate and coordinate application maintenance services and provision of lifecycle management of the application estate against an application strategy
Procurement – Hardware / Software
      • Single point of contact for the procurement of all Council ICT hardware, ensuring value for money purchase of defined equipment
Project Management
      • ProProvision of resources to support the Council in delivering programmes and projects across a wide range of ICT activities
• Managed Print
Coordinate and manage print services to support the Council’s printing, scanning, and copying requirements through an incumbent sub-contractor

More information
Previous notice about this procurement
Managed IT Support Services
• Opportunity
• Published 20 July 2022
Additional text
The full requirements associated with the provision of the service will be given within the tender documents.
Organisations wishing to register an interest and download the tender documentation, should apply via the NEPO Portal only.
All completed Selection Questionnaires must be returned via the NEPO Portal Only and by no later than Friday, 19th August 2022 at 5pm
For guidance notes on how to register onto the NEPO Portal please follow link below: -

How to apply
Follow the instructions given in the description or the more information section.

About the buyer
Contact name
Karen Cooper
Civic Centre
Victoria Road
TS24 8AY
United Kingdom
+44 1429523009


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