Managed IT Support Services

Description

The Well-being of Future Generations Act (“The Act”) was enacted in Wales 10 years ago. The Future Generations Commissioner arose out of the legislation and exists to act as a guardian for those people yet-to-be-born.The Act puts a legal duty on public bodies to ensure that decisions taken today do not cost future generations any more than it does for today’s population. It requires them to think about the long-term impact of their decisions, to work better with people, communities and each other, and to prevent or reverse persistent problems such as poverty, health inequalities and climate change. The Future Generations Commissioner is there to advise, support and, if necessary, hold to account public bodies in Wales in achieving these goals.The Office of the Future Generations Commissioner (“The Office”) exists to support the Commissioner in carrying out his duties.The Office’s current managed IT support contract is up for re-tender.The Office requires a fully managed IT support service provider. The winning bid will need to:Essential Services• Provide a fully traceable support request/issues/action logging portal/system that is available 24/7 where users can log/email requests for IT help and support,• Ensure responses to such requests are within a reasonable timeframe,• Ensure relevant software, licenses, services, hardware and any other equipment are managed, maintained and kept up to date,• Hold and ensure the safety and recoverability of complete system back-ups taken daily,• Install software upgrades as necessary and provide guidance on when these are needed,• Monitor systems and advise of potential problems and threats,• Constantly monitor the status and availability of cloud services,• Ensure good, reliable and consistent two-way communication with our team,• Create, remove and maintain employee user accounts and permissions as necessary,• Ensure all related/in scope set-ups are compliant to achieve ongoing Cyber Essentials, Cyber Essentials Plus and IASME Levels 1 and 2 accreditations,• Assist all users with support queries as necessary,• Ensure a robust and testable/provable disaster recovery system is in place,• Fix user errors or mistakes as necessary,• Take responsibility for liaising with third-party suppliers that provide certain aspects of our IT systems (cloud providers, or other elements not in suppliers direct control),• Monitor capacity and performance and advise where/when upgrades/efficiencies are needed,• Investigate promptly any suspicious activity or unexpected software behaviour,• Install, update and manage all firewalls/virus software as necessary,• Create manage and remove mailboxes as necessary,• Provide regular systems/IT overview reports to the Office’s Senior Leadership Team, (“SLT”) on the performance of the system and any threats/possible issues,• Assist with and advise on disposal of equipment, when necessary,• Small pieces of ad hoc advice as they arise (for example advice if we wanted to change CRM system),• As a minimum, an office phoneline that can be called during typical office hours for assistance when needed, and• Within geographical reason, and only on occasion, be willing to travel to locations other than the managed office in Cardiff to attend staff members homes to assist with system set-ups, collection of equipment etc.Additional Services/ExperienceBidders should also provide information on any additional service/expertise they can offer, for example:• Continuous/ongoing team training offers/packages you have available,• Safe and compliant disposal of equipment themselves as part of the support package,• Any experience of working with organisations in the Welsh Public Sector,• Whilst not essential, we would be interested to hear of any services you can provide bilingually (English and Welsh),• Experience/expertise on Dynamics,• Pro-active advice, guidance or experience on digitising systems and/or utilising AI solutions, or• Any “value-added” services you may provide (sharing best practice, one-off training sessions, sharing case studies of cyber-attacks for learning etc).NOTE: To register your interest in this notice and obtain any additional information please visit the Sell2Wales Web Site at https://www.sell2wales.gov.wales/Search/Search_Switch.aspx?ID=151268.The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at https://www.sell2wales.gov.wales/sitehelp/help_guides.aspx.Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems. Full tender spec document (English and Welsh) is available in the additional documents section(WA Ref:151268)The buyer considers that this contract is suitable for consortia bidding.