Service Desk & Digital Workplace Transformation Programme
for provision of Service Desk & Digital Workplace Transformation Services across 6 Lots: 1) Digital-First Resolution 2) Future State Support Model 3) Integrated L1 Services 4) Cross-Trained and Specialist IT Services 5) Modernized Print Management 6) Efficient Laptop Procurement Note - Estimated Total Value across ALL Lots
Buyer
NATIONAL GRID UK LIMITED
Value
US$50,000,000
Published
20 Feb 2024
Closes
28 Feb 2024
Procurement details
Source
Find a Tender
Region
Westminster
Procurement method
Not provided
Category
Services
Contract starts
Not provided
Contract ends
Not provided
CPV classifications
72000000
IT services: consulting, software development, Internet and support
72253000
Helpdesk and support services
30232100
Printers and plotters
30213100
Portable computers
Lots
Lot 1 Digital-First Resolution
Value not provided
Digital-First Resolution- reducing enterprise-wide support workload through automation and empowering digital self-service a. Employee Journeys - Develop current and future state end-to-end employee journeys based on end-user personas and best-in-class user experience to maximize self-service and automated ticket resolution within IT, HR, Procurement, Record...
Delivery: London, US
Lot 2 Future State Support Model
Value not provided
Design future state support model for Service Desk and Digital Workplace Transformation grounded on principles listed below but not limited to: - deliver services with cross-functional teams, promoting operational efficiency and adaptability to specific Business needs, while at the same time addressing unique IT support needs - enable phased implementation o...
Delivery: London, US
Lot 3 Integrated L1 Services
Value not provided
Integrated L1 Services Resolving L1 support needs through an integrated, enterprise-wide service that includes, but not limited to: - Providing enterprise-wide L1 support utilising a digital-first and AI-enabled resolution strategy with the cross-trained ability to resolve support tickets across IT, HR, Procurement, Record to Report, Order to Cash, Financial...
Delivery: London, US
Lot 4 Cross-trained and Specialist IT Operations/Engineering
Value not provided
Cross-trained and Specialist Agent Pool, developing a right-sized and cross-trained service to drive L2-L4 resolution human intervention is needed, to include but not limited to: a. Cross-Trained L2 Services - Providing L2 IT operations/engineering services utilising a digital-first and AI-enabled resolution strategy through virtual tech bar/onsite at Catego...
Delivery: London, US
Lot 5 Modernized Print Management
Value not provided
Providing and managing comprehensive user friendly print services that include, but not limited to: usage monitoring, mobile and remote printing, authentication and security, fax services, office 365 integration, IoT integration, scanning, and printer operations and support. Additional information: Suppliers must be registered on Achilles against the UVDB Co...
Delivery: London, US
Lot 6 Laptop Procurement & Provisioning
Value not provided
Laptop Procurement & Provisioning to include but no limited to: a. Efficient Laptop Procurement- acquiring high-quality, cost-effective laptops that meet the needs of National Grid employees b. Guide the selection and manage the purchase, pre-provisioning system integration (including National Grid user guide), and delivery of laptops based on organizational...
Delivery: London, US
Documents
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