T117 Digital Services Platform Support Maintenance and Enhancement

The Contract scope covers:

The Contract includes the provision of support and maintenance services for the Digital Services platform across the contract term. This includes application support for customer facing and staff facing services, incident, problem, and defect management, ongoing maintenance of platform components and integrations, routine release support, minor service requests necessary to keep the platform safe, stable and effective in operation and knowledge retention appropriate to a live business-critical environment.

NI Water’s operational teams perform first-line support, identifying and triaging incoming incidents, supported by established monitoring and documented runbooks. Suppliers should understand that support and maintenance activity will need to operate within NI Water’s established service management processes and involve collaboration with NI Water teams through diagnosis, resolution and controlled release of fixes.

Specific service levels and service management arrangements will be defined at ITT stage.

4. Enhancement Delivery

The Contract includes an initial defined enhancement phase (Digital Version 2) together with the potential for further governance-approved enhancement activity over the contract term.

NI Water maintains a prioritised list of potential enhancements for the Digital Services platform. Items on this list have undergone varying degrees of assessment and categorisation and some have progressed through discovery and design.

As part of this procurement, a prioritised set of enhancements referred to as Digital Version 2 will be included as a defined programme of work under the Contract. Digital Version 2 comprises the highest-priority items currently selected from NI Water’s enhancement list. NI Water will issue the relevant design and delivery artefacts to shortlisted Suppliers at ITT stage to inform pricing.

Further enhancement activity may be commissioned under the Contract over time, subject to governance, business case approval, prioritisation, and funding decisions. No commitment is given that any such additional enhancement activity will be commissioned. Any such work will be commissioned under the Contract through governance-approved Statements of Work.