IT Service Desk Operations Review Services

*PLEASE NOTE* - The relevant Authority for this pre-market engagement exercise is:

Birmingham Women's and Children's NHS Foundation Trust Steelhouse Lane

Birmingham

B4 6NH

Birmingham Women's and Children's NHS Foundation Trust (BWC) is seeking to engage with suppliers interested in its requirement for services to review its IT Service Desk Operations.

The Service Desk (SD) provides IT support both for Birmingham Women's and Children's Hospitals as well as remote sites, community midwives. SD provides support to around 6000 users and between 4000 to 5000 IT Devices. The Service Desk operations are currently based on ITIL principles.

The objectives of this review are anticipated to be as follows:

• Improve our current services and the underpinning policies and procedures.

• Addressing the challenges of dealing with high volumes of service desk calls and suggestions on how best to improve our efficiency in tackling these.

• Bench-marking of Service Desk provision against other NHS Trusts or other organisations of a similar size.

• To provide the Service Desk with a road map that leads to continual service Improvement.

The Trust is interested in what suppliers may be able to offer through existing Framework Agreements for these services.

Suppliers who are able to offer services to support this requirement are invited to express an interest and respond to a questionnaire regarding their offerings via framework agreements. Further details on how to do this are contained within the additional information section of this notice.

At this stage the route to market has not been finally determined and although the current intention is to use the information gathered through this exercise to inform an award process through a framework agreement, the Authority may at its discretion decide to adopt a different route to market for this requirement.

Additional information:

Suppliers wishing to participate in this market engagement exercise and express an interest in this requirement should respond to the questionnaire via the online form on the Bravo Portal by 13:00 on Wednesday 25th November 2020

Bravo reference of online form: ppq__28619 "IT Service Desk Operations Review Services - PIN"