Provision of Information Technology (IT), Customer and Revenue and Benefits services

The London Borough of Barnet is undertaking Pre-Market Engagement (PME) to gather insights and inform its procurement strategy for future provision of Information Technology (IT), Customer and Revenue and Benefits services. This exercise seeks feedback on what we believe is an exciting opportunity to partner with a forward-thinking London Borough and assess a range of delivery models for future service provision.

This notice is issued in accordance with sections 16 and 17 of the Procurement Act 2023 to seek market input before the commencement of a formal procurement process. The procurement approach will follow the structured process outlined in the Sourcing Playbook

https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/1163766/Sourcing_ Playbook_Final.pdf to ensure transparency, value for money, and fair competition.

This engagement aims to:

• Assess market capability and interest.
• Gather feedback on proposed service requirements.
• Understand innovation and best practices.
• Inform the final procurement approach and lot structure.

We want to hear from a range of suppliers, including local and national SME’s to ensure best value mix and assess benefits and dis-benefits of different models, including single source and multi-source solutions.

Areas of scope may change following pre-market engagement and enter the formal procurement stage. The below groups elements of service provision together.

IT :

Service Desk and Service Management – Fully managed IT support services.

Security Management – Cybersecurity, risk management, and compliance.

/Network Infrastructure, Connectivity, and Unified Communications – Secure and reliable network services, Transition and Transformation of New Services and Architectures – Support for IT modernization and transition activities.

Application Maintenance and Support – Ongoing support and optimization of business applications.

End User Computing, Hosting, and Server Maintenance – Device management, cloud/on-premise hosting, and infrastructure support.

Telephony – Provision and maintenance of telephony solutions, including VoIP.

Customer Services :

Contact Centre Services - Handling inbound/outbound calls, chats, online inquiries, and social media interactions, along with new ways to access services., Workforce management and performance monitoring.

Contact Centre Platform - Contact centre platform for telephony and digital customer interactions.

Contact Centre (CCas) and Web Platform - Using new technologies, support partners, and managing infrastructure hosting and maintenance.

Transition and Transformation - Supporting the modernization of customer service operations and the introduction of new technologies and service models.

Revenue and Benefits:

Housing Benefit and Council Tax Support Scheme Administration - Processing and management of benefit claims and support schemes.

Systems and Control - Robust financial systems, data integrity, and governance frameworks.

Housing Benefit Overpayment Recovery and Welfare & Discretionary Spend-Debt recovery, welfare support, and discretionary payments management.

Inclusive, Accessible, and Usable Products and Services - Ensuring services are customer-focused and accessible for all residents.

Culture, Community, and Innovation - Encouraging service innovation, community engagement, and continuous improvement.

Transition and Transformation - Support for process modernisation and implementation of new service models.

The final procurement model may involve an open procurement process but some elements may be awarded through existing framework agreements where appropriate.

To view this notice, please click here:

https://londonbarnet.delta-esourcing.com/delta/viewNotice.html?noticeId=934037591