Awarded
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.
Timeline
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Tender Regions
CPV Codes
72253000 - Help-desk and support services
72220000 - Systems and technical consultancy services
72000000 - IT services: consulting, software development, Internet and support
72590000 - Computer-related professional services
72500000 - Computer-related services
72263000 - Software implementation services
72416000 - Application service providers
72212517 - IT software development services
72212445 - Customer Relation Management software development services
72227000 - Software integration consultancy services
72222300 - Information technology services
Keywords
IT consulting
software development
web services
network support
system integration
IT infrastructure management
digital transformation
cloud services
cybersecurity support
application maintenance
helpdesk services
technical support
software customization
IT outsourcing
CRM platform development
customer interaction module
lead-to-cash integration
sales pipeline software
contact analytics dashboards
campaign management features
customer support ticketing
feedback loop modules
personalization engine
CRM API integration
enterprise IT module programming
backend service development
platform module coding
microservices implementation
system architecture modules
API gateway creation
backend scalability support
server-side logic design
integration adapters
IT toolchain development
system architecture analysis
technical advisory
solution feasibility studies
performance optimization
technical risk assessment
systems integration advice
IT infrastructure review
scalability consulting
technical requirement definition
systems audit
IT operations management
network administration
system provisioning
infrastructure maintenance
helpdesk support
service desk operations
IT backup services
server management
system monitoring
IT lifecycle support
integration architecture design
cross-platform interface planning
middleware advisory services
API orchestration strategies
system handshake protocol design
legacy system compatibility consulting
data exchange model alignment
service layer integration mapping
user support ticketing
multi-tier helpdesk
remote IT support
technical troubleshooting interface
issue resolution workflow
service request handling
24/7 user assistance
incident logging system
support team coordination
deployment scripting
integration with existing systems
post-install configuration
rollout planning
change management assistance
implementation success tracking
feature enablement setup
application hosting services
SaaS platforms
cloud application delivery
on-demand app services
managed software hosting
enterprise app solutions
subscription-based software
web app hosting
hosted business applications
remote application delivery
IT asset support
system lifecycle administration
technology operations assistance
digital service provisioning
endpoint management
integrated tech solutions
computer utility coordination
on-premise system support
general computing assistance
workstation management
IT expert consultancy
technical systems advisory
specialist IT services
professional technology support
computer project expertise
tech strategy facilitation
specialized IT assistance
computing profession services
tailored IT solutions
digital professional support
Tender Lot Details
2 Tender Lots
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Possible Competitors
1 Possible Competitors
