IT Support services

{
  "buyer": {
    "id": "GB-COH-10255142",
    "name": "CONSORTIUM TRUST"
  },
  "date": "2026-01-30T08:48:59Z",
  "id": "008290-2026",
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  "language": "en",
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      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Helmingham",
        "postalCode": "IP14 6EX",
        "region": "UKH14",
        "streetAddress": "Helmingham School House"
      },
      "contactPoint": {
        "email": "l.jones@consortiumtrust.org.uk",
        "name": "Lisa Jones",
        "telephone": "01473 355537"
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      "id": "GB-COH-10255142",
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    "description": "IT Support Services Tender Document (RFP)\n1. Introduction\nThis Request for Proposal (RFP) invites qualified IT service providers to submit proposals for the provision of comprehensive IT Support Services for Consortium Trust. The objective is to appoint a reliable partner to ensure secure, efficient, and continuous IT operations in alignment with the Trust\u0027s statutory duties, governance framework, and responsibilities to its academies, pupils, and staff.\n2. Organization Overview\n\u2022\tOrganisation Name: Consortium Trust\n\u2022\tLegal Status:  Multi-Academy Trust (MAT)\n\u2022\tGovernance Structure: Board of Trustees, Accounting Officer, and Executive Leadership Team\n\u2022\tIndustry / Purpose: Education\n\u2022\tLocation(s): Suffolk and Norfolk (see list at the end of this document)\n\u2022\tNumber of Settings: 12 Primary schools, 2 Special schools, 1 private nursery plus the Central Office\n\u2022\tCurrent IT Environment Summary: Microsoft 365 and multiple cloud-based systems. Only two schools have servers which are being phased out.\n3. Scope of Services\nThe selected provider will be responsible for providing the following services in a manner that supports the Trust\u0027s governance requirements, Department for Education (DfE) accountability standards, and a multi-academy operating environment.\nCurrent provision consists of an annual bank of hours used remotely or onsite as required.\n3.1 Helpdesk \u0026 User Support\n\u2022\tYear round technical support\n\u2022\tYear round remote and on-site support\n\u2022\tIncident and service request management\n\u2022\tDefined response and resolution times\n3.2 Infrastructure \u0026 Systems Support\n\u2022\tServer (physical/virtual) management (only two being phased out)\n\u2022\tNetwork monitoring and maintenance\n\u2022\tBackup and disaster recovery planning and support\n\u2022\tCloud services support (e.g., Microsoft 365)\n\u2022\tAd-hoc advice, planning and installation of capital projects (to be invoiced separately)\n\u2022\tOn-going support to integrate external applications \n3.3 Endpoint \u0026 Device Management\n\u2022\tDesktop, laptop, and mobile device support\n\u2022\tOperating system and software installation\n\u2022\tPatch management and updates\n3.4 Cybersecurity Services\n\u2022\tAntivirus and endpoint protection\n\u2022\tFirewall and network security management\n\u2022\tSecurity monitoring and incident response\n\u2022\tUser security awareness support\n3.5 Maintenance \u0026 Preventive Services\n\u2022\tProactive monitoring\n\u2022\tScheduled maintenance\n\u2022\tPerformance optimization\n4. Service Levels (SLAs)\nProviders must propose SLAs that reflect the Trust\u0027s operational criticality, governance oversight, safeguarding responsibilities, and duty of care across all academies, including but not limited to:\n\u2022\tResponse times by incident severity level\n\u2022\tResolution targets\n\u2022\tAvailability and uptime commitments\n\u2022\tEscalation procedures, including reporting to Trust management where material service failures occur\n4A. Safeguarding \u0026 KCSIE Compliance\nThe Consortium Trust places the highest priority on safeguarding and the welfare of children. Providers must demonstrate full compliance with safeguarding legislation and statutory guidance applicable to UK education settings, including Keeping Children Safe in Education (KCSIE).\nProviders are required to:\n\u2022\tConfirm awareness of and compliance with the latest version of Keeping Children Safe in Education (KCSIE) and related statutory safeguarding guidance\n\u2022\tEnsure all staff assigned to Trust settings (including on-site and remote support staff) have appropriate DBS checks in place, proportionate to their role and access level. Staff working onsite at Riverwalk and Warren schools will need DBS checks to Enhanced Adult level due to the age of some pupils in these sites.\n\u2022\tMaintain clear policies and procedures for safeguarding, child protection, and safer working practices\n\u2022\tEnsure staff receive regular safeguarding awareness training, including recognising and reporting safeguarding concerns\n\u2022\tImmediately report any safeguarding concern, allegation, or incident to the Trust\u0027s designated safeguarding leads in accordance with Trust procedures\n\u2022\tEnsure IT systems, monitoring tools, and content filtering solutions support the Trust\u0027s safeguarding obligations, including:\no\tAppropriate content filtering and monitoring in line with KCSIE expectations\no\tSecure management of user access, permissions, and audit logs\no\tProtection of pupil data and online safety\nFailure to meet safeguarding and KCSIE compliance requirements may result in disqualification from the tender process or termination of contract. A letter of assurance will be required at the start of the contract and updated annually.\n5. Provider Qualifications\nProviders should provide details of:\n\u2022\tCompany profile and years in operation\n\u2022\tRelevant certifications (e.g., ISO 27001, ITIL, Microsoft Partner)\n\u2022\tExperience with similar organizations\n\u2022\tKey personnel and roles\n\u2022\tClient references (minimum 2)\n6. Proposal Requirements\nProposals should include:\n1.\tExecutive summary\n2.\tUnderstanding of requirements\n3.\tDetailed service delivery approach\n4.\tSLA proposal\n5.\tSecurity and compliance approach\n6.\tPricing structure\n7.\tAssumptions and exclusions\n8.\tValue-added services\n7. Pricing \u0026 Commercials\nProvide a clear pricing model, including:\n\u2022\tMonthly/annual support fees\n\u2022\tPer-user or per-device costs\n\u2022\tOn-site support rates (if applicable)\n\u2022\tOne-time setup or transition costs\n8. Contract Terms\n\u2022\tContract duration: 3 years subject to approval by the Trust\u0027s Board of Trustees commencing on 1st September 2026\n\u2022\tRenewal terms, subject to performance review and trustee approval\n\u2022\tTermination clauses, including termination for breach of fiduciary or confidentiality obligations\n\u2022\tConfidentiality, data protection, and compliance with applicable UK education regulations, safeguarding requirements, and UK GDPR\n\u2022\tIntellectual property, ensuring the Trust retains ownership of its data and systems\n9. Evaluation Criteria\nProposals will be evaluated based on:\n\u2022\tTechnical capability and approach\n\u2022\tRelevant experience\n\u2022\tSLA robustness\n\u2022\tCost-effectiveness\n\u2022\tReferences and past performance\n\u2022\tShortlisted providers may be invited to interview\n10. RFP Timeline\n\u2022\tRFP Issue Date: 30th January 2026\n\u2022\tClarification Deadline:  Midday 27th February 2026\n\u2022\tProposal Submission Deadline: 5pm on 31st March 2026\n\u2022\tEvaluation Period: 1st to 30th April 2026\n\u2022\tInterviews (if required) : week commencing 20th April 2026\n\u2022\tApproval by Trustees: 14th May 2026\n\u2022\tAward Notification: 15th May 2026\n11. Submission Instructions\nProposals must be submitted:\n\u2022\tFormat: PDF / Word\n\u2022\tMethod: email to l.jones@consortiumtrust.org.uk\n\u2022\tContact Person: Lisa Jones - Director of Finance and Resources. 01473 355537\nLate submissions will not be considered.\n12. Terms \u0026 Conditions\n\u2022\tConsortium Trust, acting through its duly authorised Trustees, Accounting Officer, or delegated officers, reserves the right to accept or reject any proposal, in whole or in part.\n\u2022\tThe Trust may request additional information or clarification from providers as part of its due diligence process.\n\u2022\tCosts incurred in proposal preparation are the provider\u0027s responsibility.\n\u2022\tThis RFP does not constitute a contract, fiduciary relationship, or commitment on the part of the Trust until formally approved and executed in accordance with the Trust\u0027s governance procedures.\n________________________________________\nAuthorized by:\nName: Lisa Jones\nTitle: Director of Finance and Resources\nDate: __________________________\nSettings included:\n\u2022\tConsortium Trust Office, Helmingham School House, School Lane, Helmingham. IP14 6EX\n\u2022\tGlebeland Primary School, Beccles Road, Toft Monks. Beccles, NR34 0EW\n\u2022\tBarnby \u0026 North Cove Primary School, The Street, Barnby, Beccles, NR34 7QB\n\u2022\tSt Edmund\u0027s Primary School (Hoxne), Heckfield Green, Hoxne, IP21 5AD\n\u2022\tMendham Primary School, Mendham, IP20 0NJ\n\u2022\tHenley Primary School, Ashbocking Road, Henley, IP6 0QX\n\u2022\tHelmingham Primary School, School Road, Helmingham, IP14 6EX\n\u2022\tRendlesham Primary School, Sycamore Drive, Rendlesham, IP12 2GF\n\u2022\tWinterton Primary School, Black Street, Winterton-on-Sea, NR29 4AP\n\u2022\tMiddleton Primary School, 1 Rectory Road, Middleton, IP17 3NR\n\u2022\tSouthwold Primary School, Cumberland Road, Southwold, IP18 6JP\n\u2022\tYoxford \u0026 Peasenhall Primary School, High Street, Yoxford, IP17 3EU\n\u2022\tKirkley Nursery, Kirkley Children\u0027s Centre, Kirkley Street, Lowestoft, NR33 0LU\n\u2022\tReedham Primary School, School Hill, Reedham, Norwich. NR13 3TJ\n\u2022\tRiverwalk School, Riverwalk Campus, Mayfield Road, Bury St Edmunds. IP33 2PD\n\u2022\tWarren School, Clarkes Lane, Lowestoft. NR33 8HT",
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    "title": "IT Support services",
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