IT Transformation Programme (ITTP) Tell Us Once (Collaborative)
The current Tell Us Once service is supported by an IT Managed Services Contract, which the ITTP is seeking to disaggregate and replace through a number of procurements structured as follows:
- A server infrastructure service; and
- A managed service provision to support this environment i.e. Application Operate, Application Development and Maintenance (ADMS), Service Management and Service Desk via Open competition.
It is envisaged the new managed service provision is likely to be let as 2 lots (the exact nature of Lots to be agreed following a market sounding exercise, after which DWP reserves the right to amend the splitting of the lots) but may be split along the following lines:
- Application Development & Maintenance - the supplier will be expected to manage the existing code base and development infrastructure such that they can support and resolve issues that arise. The supplier will also be responsible for development, testing and implementation of new changed service builds.
- Application Operate; Management Services and Service Integration - the supplier will be expected to work with the infrastructure environment and application development suppliers, together with DWP, to meet defined SLAs and using ITIL methodology. The service desk is to provide first line support on a 24/7 basis to Local Government users, currently handling c.1200 calls per annum.