Closed

IT Managed Services

Descriptions

The Financial Ombudsman Service intends to place a contract for the provision of managed IT services to encompass: 1) Ongoing support, maintenance and development of our case management system Our case management system is built on Microsoft Dynamics 365 CRM at its core with an ecosystem of other applications to facilitate document ingestion and document production. The case management system enables our 2,100 caseworkers to process the complaints we receive. In 2020/21 we received 454,259 new enquiries and 278,033 complaints. Each one of these is logged by our case management system. The successful tenderer will be responsible for support and maintenance of the case management system and working with our team to successfully develop the case management system in line with our requirements. Future development may include machine-learning and intelligent automation. 2) Ongoing support, maintenance and development of our new cloud-based enterprise data warehouse Our enterprise data warehouse is the central data repository for the Financial Ombudsman Service. It aggregates data from 12 data sources and facilitates ~100 reports and dashboards that are key to the efficient and effective operation of our business. The enterprise data warehouse is currently being built on Microsoft Azure data platform technologies and will go-live in the first quarter of 2022, replacing our current on-premise data warehouse. The successful tenderer will be responsible for support and maintenance of the enterprise data warehouse and successfully developing the enterprise data warehouse in line with our requirements. 3) Design, development and ongoing support and maintenance of a new digital engagement capability for our business The Financial Ombudsman Service wants to develop new digital engagement channels to engage with our customers and financial institutions. This will allow: -Our customers to raise complaints and communicate and share information with us their complaint is processed to outcome; and -Financial institutions to communicate and share information in relation to complaints raised against them. After designing and building the digital channels, the successful tenderer will be responsible for support and maintenance of the digital channels (including our existing external website) and the continued development of the digital channels in line with our requirements. 4) Provision of IT resources on demand to augment the Financial Ombudsman Service's team on an ad-hoc basis Provision of IT resources to augment our team, as called-off by us on an ad-hoc basis, including IT project and portfolio management resources, IT infrastructure resources, information security resources and architecture resources. These resources maybe involved in project or business as usual activities outside of services 1) to 3) above. Please register to express your interest at: https://procurement.financial-ombudsman.org.uk/web/login.html

Timeline

Published Date :

3rd Jul 2021 4 years ago

Deadline :

2nd Aug 2021 3 years ago

Contract Start :

28th Feb 2022

Contract End :

27th Feb 2026

Tender Regions

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Workflows

Status :

Closed

Assign to :

Tender Progress :

0%

Details

Notice Type :

Open opportunity

Tender Identifier :

IT-378-246-T: 2024 - 001

TenderBase ID :

310724019

Low Value :

£100K

High Value :

£1000K

Region :

North Region

Attachments :

Buyer Information

Address :

Liverpool Merseyside , Merseyside , L13 0BQ

Website :

N/A

Procurement Contact

Name :

Tina Smith

Designation :

Chief Executive Officer

Phone :

0151 252 3243

Email :

tina.smith@shared-ed.ac.uk

Possible Competitors

1 Possible Competitors