SSE Service Desk, End User Services, Cloud Operations and SIAM Services

Description

SSE Services Plc (the "Authority" and "SSE") is undergoing a service transformation journey, titled Programme Compass, to ensure that the Authority can meet the changing needs of the business as applications are modernised and a cloud first, and cloud native strategy is adopted. As part of Programme Compass, the Authority intends to implement a more focused, responsive and customer centric EUS (End user services), SD (Service Desk), Cloud Operations, and SIAM (service integration and management services). The Authority currently outsource End User Services and IT support services to two main providers, with one providing Service Desk & desk-side support, desktop device support, Service management and Cloud & Infrastructure services and the other providing End User services through a leased model for laptops and mobiles/tablets. The Authority has made the strategic decision to retender these IT services, with a view to improve the user experience, improve efficiency and effectiveness, and enable delivery of IT services in a more seamless way. The Authority is also moving towards a hybrid SIAM model. In this model, the Applicant will act as a Service Integrator (SI), whereby the Applicant focuses on operational execution of key SIAM services, whilst the Authority governs and owns them. The service will support ~20,000 end users (including up to 5% VIP users seeking priority services) across 350 geographically dispersed sites in the UK, Republic of Ireland, Netherlands, Poland, Spain, France, Italy, Greece and Japan (note that the list of these Service locations may be subject to change within the contract). The end user device estate includes large corporate offices and operational facilities, with the breakdown of users consisting of: 16,000 laptops, 1,800 desktops / mini PCs, and 14,500 mobiles / tablets. All stated volumes are indicative and subject to change throughout the procurement process. As a service provider delivering the in scope IT services to the Authority, the Applicant will need to deliver service management capabilities in accordance with the Authority's processes, policies and standards. Such documents shall be shared at the ITT stage. For assurance of supply of services for Service Desk, End User Services and Cloud Level 2 Operations, the Authority intends to within 6 months or as early as possible from the Effective Date (as defined in the Contract), have transitioned all services to the selected service provider. The scope of services is structured into five service towers as follows: Service Tower 1: Service Desk Services Service Tower 2: End User Services Service Tower 3: Service Management Platform and Data Services Service Tower 4: Cloud Level 2 Operations Service Tower 5: Service Integration and Management Services The Authority reserves the right to exclude Service tower 5 from the scope of this tender in the next stage of the procurement. Further information on the Service specification details for each service towers, is outlined in the 'Attachment 2 - PQQ Supplement' that can be downloaded from on the Jaggaer portal, as per section "1.3) Communication" section in this Contract Notice The Applicants intending to participate in the PQQ process will need to email the Authority on Groupit.Sseprocurement@sse.com, with a confirmation of 'Expression of Interest' (EOI) along with details as per Section3 of 'Attachment 2 : PQQ Supplement' document on Jaggaer . The Authority will, in response, share access credentials unique to each applicant, via email for the Applicants to complete a Supplier Registration form. Further help and support will be available for any technical or login assistance via Supplier Helpdesk on the Jaggaer portal. Applicants need to note that, it is important to email the Authority as directed as soon as possible and by 17 February 2025 in order to start the Jaggaer registration process and maximise the response time that is available Lot 1: Applicants must complete the 'Attachment 1 - PQQ Questionnaire', following all the instructions provided in this PQQ Questionnaire and any additional instructions provided in the 'Applicant Instructions' section of the 'Attachment 2 - PQQ Supplement'. The completed response with any relevant attachments should be submitted via the Jaggaer portal below in advance of the stated PQQ Submission Deadline. As Applicants need to submit their PQQ on Jaggaer, it is important that interested Applicants email the Authority as directed as soon as possible and by 17 February 2025 in order to start the Jaggaer registration process and maximise the response time that is available Jaggaer Portal : https://sse.app.jaggaer.com/esop/guest/go/opportunity/detail?opportunityId=408 The Authority intends to shortlist and invite to participate in the ITT stage up to 6 Applicants, subject to 'PQQ Questionnaire' - Instructions worksheet: Application Selection', who pass all qualifications questions and receive the highest scores. The Authority reserves the right to increase or decrease the number of shortlisted Applicants according to the responses received. The Authority will issue the ITT documentation to shortlisted Applicants via Jaggaer. The detail of the remainder of the procurement process will be set out in the ITT documentation. The following is a high level overview of our approach to the ITT process under the negotiated procedure that the Contracting Entity expects to follow which may be subject to change: Following receipt of initial tenders, the Authority shall evaluate them in accordance with the evaluation methodology set out in the ITT documentation. The Authority may at its discretion in accordance with the evaluation criteria reduce the number of Applicants to be invited to participate in further rounds. A working demonstration via presentation of the proposed products & services may be required during the ITT stage of this procurement. The Authority reserves the right to down-select Applicants prior to the solution presentation phase of the procurement process. The detail of the negotiation stage will be set out in the ITT documentation. The Authority reserves the right not to negotiate any Tender received during the negotiated procedure. At the end of the ITT stage, the Authority will require Applicants to submit Final Tenders. Information on the Final Tender submission requirements and on the award criteria that will be used to evaluate Final Tenders will be included in the tender documentation. Additional information: Total anticipated Contract value as a result of this procurement (excluding VAT) is estimated at £300m over course of the maximum contract term of 8 years, including spend related to additional Project SOW call-offs and any CCNs (Contract change notices). This estimated spend figure is subject to change during the further stages of this procurement including but not limited to ongoing business demands, or future market conditions. The Suppliers interested in bidding for this Procurement will need to have an Annual turn over at least 2 times this anticipated Total contract value (£300 Mn), and they will need to evidence the same based on last 2 Financial years statements of accounts, as requested in Section 4 of 'Attachment 1 - PQQ Questionnaire (Section A_PQQ - General, sub-section 4. 'Financial Standing') Variance based on level of change and contract options. All dates are subject to change. Applicants should note that the services will be used by the Authority and its affiliates, which may include but is not limited to SSE Airtricity. The ITT Draft Agreement will contain provisions allowing the Authority to enter into work orders for the Authority and/or its affiliates to receive additional services from the successful Applicant. The procurement is being conducted as a single cross-border procurement by the Authority on behalf of itself and its affiliates under UK procurement law (the Utilities Contracts Regulations 2016) transposing the Utilities Directive 2014/25/EU. A parallel OJEU contract notice is being published on a voluntary basis and for information only, to ensure potential suppliers interested in participating in this procurement are aware of the contract opportunity. For the avoidance of doubt, the procurement is governed by English law.