IT Services Support

The requirement is for the Supplier to provide a fully managed IT support service to enable Health Innovation Network NENC (referred to as 'HINENC') to deliver its core business services. The current support contract comes to an end on the 1st February 2025 and services approximately 80 users / devices during office hours Monday to Friday.

Objectives

The supplier will provide seamless transition of IT support from the current incumbent, ensuring that there is minimal disruption to HINENC business operations.

Once the initial transfer is complete, the supplier will deliver HINENC with a fully managed IT support service focussing on the following:

Improved Service Delivery: Assist HINENC to ensure timely and effective delivery of HINENC's core business services, facilitating IT-enabled improvements.

Optimised Resource Management: Efficiently manage HINENC resources to reduce operational costs.

Strong Compliance and Security: Adhere to all relevant regulations and standards, with industry-leading protection of the HINENC's IT configuration and information assets.

Performance Metrics

It is expected that the Supplier will report their own performance against a set of standards so that service delivery is regularly monitored and assessed.

Service Level Agreements (SLAs): Work with clearly defined SLAs for response times, resolution times, and service availability, the Supplier must provide details of their proposed target levels.

Key Performance Indicators (KPIs): Track metrics such as customer satisfaction, service uptime, etc.

Regular Reporting: Provide HINENC with regular updates on performance against KPIs / SLAs to identify opportunities for improvement.

Governance

It is expected that the Supplier will implement documented arrangements to govern the following aspects of service delivery:

Change Management: Ensure that any change is well planned and managed and that lessons are learnt.

Risk Management: Anticipate and mitigate risks associated with service delivery.

Audit and Review: Perform regular audits and reviews to ensure that areas for improvement are continuously identified.

Problem Management: Identify problems quickly and implement solutions.

Minimum Standards

Essential:

Certification to Cyber Essentials Plus.

Desirable:

ISO 27001 (Information Security Management System) certification.

ISO 14001 (Environmental Management) certification.