Provision of Managed Service for the Security Industry Authority.

Descriptions

The Contract is to design, build, implement, test, manage, provide and maintain an IT Managed Service to meet the Requirements of the regulator operating the regulatory regime.IT Managed Service provision covers:— The provision of an integrated operational customer relationship and case Management solution to support delivery of Authority's end to end business processes, including:– business regulation– individual regulation– compliance and enforcement including intelligence and– customer services.— Develop, build and continuously improve the integrated operational solution, which includes– Enabling interfaces with information partners for example Disclosure and Barring Service (DBS), Her Majesty's Passport Office (HMPO);– The supporting ICT infrastructure and– Compliance with relevant policies and standards, for example information security.– The provision of an on-line portal solution to enable customers and stakeholders to transact with the Regulator across the web.The web will be the primary channel however the solution shall also support the following channels:— Email— Phone— Interactive Voice Response and— Text messaging.— The provision of a telephony solution to support Authority customer service operations including a technical helpdesk which supports both internal and external customers;— The provision and management of an intelligence and risk analysis solution through the provision of a new service / solution or the re-use of the existing in-house solution (iBase) and— Effective transition from the incumbent Business Process Outsource provider and existing in-house operational solutions to the new IT Managed Service provision, for example, taking on of in-house solutions (where appropriate) and the data migration.