The services we are looking to outsource include but are not limited to:
• Total day to day management of the entire ICT environment.
• User and technical support services for the entire installation.
• Management of all security and access control databases
• Management of phone systems including mobile and wired phones
• Management of Telecom links and services
• Pro-active planning and actioning of issues across the entire installation.
• Installation of all upgrades, including service packs and bug fixes.
• Relocation of ICT assets.
• Rectification of defective or problematic ICT assets.
• Maintaining comprehensive records necessary to achieve the above.
• Liaison with, and reporting to, Council management.
• Provision of strategic advice.
• Managing procurement, disposal and implementation projects.
Service levels are anticipated at three levels:
• Strategic management at the IS/IT management level typically covering overall relationship management and infrastructure development. Interaction with the Council Chief Executive Officer (CEO) – typically twice a year.
• Accounts management covering contract management, user account management, service reporting and invoicing. Interaction with the Council Contract Manager (CM) – typically weekly and monthly.
• Operational level with users addressing day-to-day delivery of services – typically several times a day.
The supplier will be expected to provide suitable personnel at all levels to manage the work, escalate issues and maintain liaison with Council regarding service provision. They will also be required to work with other suppliers on the overall provision of new ICT services and upgrades to the existing services
As well as providing the full ICT service support Council is looking for a provider to bring their expertise to bear in assisting in the development and improvement to its ICT services.
Closing Date: 14/04/10
