Enterprise Service Management (ESM)

Description

For over 25 years, the Authority has relied on its existing Information Technology Service Management (ITSM) platform to manage IT services. It has been the backbone of logging, tracking and resolving requests—everything from fixing technical issues to setting up new starters. The technology landscape has moved on: cloud platforms, automation and integrated digital services are now standard, and the Authority now wishes to explore this technology. The Authority is now moving to Enterprise Service Management (ESM). In simple terms, ESM means creating one front door for services—a single, easy‑to‑use platform where staff and customers can make requests, check progress and get help quickly, regardless of which team provides the service. Behind the scenes, it uses proven good‑practice processes (ITIL) to ensure work is handled consistently and efficiently. It will also integrate with tools we already use, enabling automation, clearer customer journeys and, over time, the use of AI to enhance the experience. The Authority’s current version of its ESM platform is hosted on‑premise, and the contract ends in March 2026. The Authority’s version of this ESM tool provides a single platform for multiple service areas, not just IT. The Authority’s ambition for this Procurement is to implement, migrate to and continue to support a cloud hosted ESM platform that provides a modern, flexible and integrated approach to organisation wide service delivery. The Authority plans to retire its I.T. Asset Management (ITAM) tool as part of this tender. This will allow the Authority to leverage greater capabilities within a single platform, providing better data for decision‑making through modern dashboards and reporting. The Contract is expected to commence on Thursday 19th February 2026 and will run for a core period of five (5) years, unless terminated or extended in accordance with the terms set out in the Contract. The estimated total value of the requirement over the Contract’s five-year core period is £935,000, which also represents the maximum budget available for Supplier Tenders and the resulting ESM Contract. Any Tender submissions exceeding this value will be rejected in accordance with the assessment criteria outlined in Stage 1: Procurement Specific Questionnaire (PSQ) and Stage 2: Tender Evaluation Criteria. The Contract will have a core period of five (5) years, subject to the termination provisions set out within the Contract. In addition, the Authority reserves the right to extend the Contract by up to five (5) additional years, through two separate extension options: • One extension of three (3) years • One extension of two (2) years If both extension options are exercised, the maximum potential duration of the Contract would be ten (10) years. The estimated contract value of £1,910,000.00, as stated in this Contract Notice, is based on the Authority awarding the contract at its maximum budget of £935,000 for the initial 5-year core term, and subsequently exercising all five optional extension years. For the extension period (years 6 to 10), an estimated annual inflation rate of 4% has been applied to reflect projected cost increases over time. The estimated value is provided in good faith to assist Suppliers in preparing their Tenders. It does not constitute a commitment by the Authority to spend the full amount. No stated value shall create a binding financial obligation unless explicitly confirmed within the Contract.