Contract for the Provision of Health Research Authority Principal Operational Systems: Development, Maintenance and Support

Descriptions

1.Changes (reductions and other caveats) agreed for the 2019-2020 contract to remain in place for 2020-2021 contract unless they are contradicted by this CCN, in which case the conditions here take precedence. 2.BGO to provide an additional Helpdesk personnel from early 2020 (within 2 weeks of agreement or on agreed date whichever is latest). a.There will be no additional charge for this resource in the 2019-2020 financial year. b.BGO will provide the IT infrastructure for the new resource, trouble ticket software for the new Pega system, and a dedicated phone line for calls about the new system - if required. c.HRA are to provide the scripts and SOPs for the new system. d.HRA to provide limited training on the Pega system for BGO helpdesk and BGO technical staff. e.The responsibility for meeting any SLA for the Pega system by BGO is restricted solely raising an initial notification to Pega (1st level support). However, BGO will continue to monitor and report on any open issues. f.The Helpdesk resource must be contracted for a minimum period of 6 months during the 2020-21 contract. g.Changes can be made to staffing levels after this period as long as 3 months' notice is given for any reductions. Increases may be contracted at any time giving 2 weeks notice.