ICT Support Services

Tender description

QI is issuing this Request for Tender (RFT) to appoint a single supplier for ICT Support Services. The selected contractor will ensure high-performing, highly available, and responsive ICT services with minimal downtime, supporting QQI’s operational and data security needs across its existing technology landscape. Tenderers must demonstrate a proven track record in delivering ICT support and maintenance to organisations of comparable scale, including public sector bodies, and for the technologies outlined in this tender. Estimated expenditure under the proposed contract is approximately €4 million (excluding VAT) over the contract term and any potential extensions. This figure is indicative only and based on current and projected service usage. The scope includes support for QQI’s application services, infrastructure, CRM, web presence, database administration, and desktop support. The contractor will collaborate with QQI’s development team but will not be responsible for core application development. Remote support is permitted, and both Irish and international companies may tender. No minimum turnover is required, though insurance must be in place at contract signing. Evaluation will consider both organisational and personnel qualifications, with relevant public sector experience advantageous. QQI operates a dedicated support team and employs various monitoring and ITSM tools. The successful bidder will be granted access to existing systems and may propose integration solutions, subject to compatibility and data integrity requirements. Service levels are tracked via the ITSM tool, and first-contact Level 1 support is within scope. The contract will comply with current legislation, with sample agreements and confidentiality terms provided for signature upon award. QQI seeks a support contract covering key business services, with objectives focused on strong service management and high-quality support to maintain service availability and resolve user issues promptly within agreed SLAs.