K280022574 tender_6262 - ServiceNow Managed Services 2025

{
  "buyer": {
    "id": "GB-PPON-PTMM-2614-YJDV",
    "name": "Driver and Vehicle Standards Agency"
  },
  "date": "2025-03-25T14:12:22Z",
  "id": "011138-2025",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-h6vhtk-04f878",
  "parties": [
    {
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Bristol",
        "postalCode": "BS5 0DA",
        "region": "UKK11",
        "streetAddress": "Berkeley House, Croydon Street"
      },
      "contactPoint": {
        "email": "dstcommercial@dvsa.gov.uk"
      },
      "details": {
        "classifications": [
          {
            "description": "Public authority - central government",
            "id": "publicAuthorityCentralGovernment",
            "scheme": "UK_CA_TYPE"
          }
        ]
      },
      "id": "GB-PPON-PTMM-2614-YJDV",
      "identifier": {
        "id": "PTMM-2614-YJDV",
        "scheme": "GB-PPON"
      },
      "name": "Driver and Vehicle Standards Agency",
      "roles": [
        "buyer"
      ]
    }
  ],
  "planning": {
    "noEngagementNoticeRationale": "In accordance with official guidance, a preliminary market engagement notice is not required as DVSA published an FTS PIN under PCR 2015 on 14th February 2025. Procurement identifier (OCID): ocds-h6vhtk-04e1fa"
  },
  "tag": [
    "tender"
  ],
  "tender": {
    "aboveThreshold": true,
    "awardPeriod": {
      "endDate": "2025-07-16T23:59:59+01:00"
    },
    "description": "DVSA is seeking a managed services provider for Incident Management, Hardware Asset Management, Software Asset Management, Problem Management, Change Management, Service Management, Security Operations and Vulnerability Response. Our goals are to ensure timely resolution of incidents with minimal disruption.",
    "documents": [
      {
        "description": "Not published",
        "documentType": "conflictOfInterest",
        "id": "conflictOfInterest"
      },
      {
        "accessDetails": "All documents will be provided via the Jaggaer portal.",
        "documentType": "biddingDocuments",
        "id": "future"
      },
      {
        "datePublished": "2025-03-25T14:12:22Z",
        "description": "Tender notice on Find a Tender",
        "documentType": "tenderNotice",
        "format": "text/html",
        "id": "011138-2025",
        "noticeType": "UK4",
        "url": "https://www.find-tender.service.gov.uk/Notice/011138-2025"
      }
    ],
    "enquiryPeriod": {
      "endDate": "2025-04-11T12:00:00+01:00"
    },
    "expressionOfInterestDeadline": "2025-04-21T23:59:00+01:00",
    "hasRecurrence": true,
    "id": "K280022574",
    "items": [
      {
        "additionalClassifications": [
          {
            "description": "IT services: consulting, software development, Internet and support",
            "id": "72000000",
            "scheme": "CPV"
          }
        ],
        "deliveryAddresses": [
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UK"
          }
        ],
        "id": "1",
        "relatedLot": "1"
      }
    ],
    "legalBasis": {
      "id": "2023/54",
      "scheme": "UKPGA",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
    },
    "lots": [
      {
        "awardCriteria": {
          "criteria": [
            {
              "name": "Price",
              "numbers": [
                {
                  "number": 30,
                  "weight": "percentageExact"
                }
              ],
              "type": "price"
            },
            {
              "name": "Social Value",
              "numbers": [
                {
                  "number": 10,
                  "weight": "percentageExact"
                }
              ],
              "type": "quality"
            },
            {
              "name": "Technical",
              "numbers": [
                {
                  "number": 60,
                  "weight": "percentageExact"
                }
              ],
              "type": "quality"
            }
          ]
        },
        "contractPeriod": {
          "endDate": "2027-07-16T23:59:59+01:00",
          "maxExtentDate": "2029-07-16T23:59:59+01:00",
          "startDate": "2025-07-17T00:00:00+01:00"
        },
        "hasOptions": true,
        "hasRenewal": true,
        "id": "1",
        "options": {
          "description": "Yes, optional deliverables shall be included within the scope/specification."
        },
        "renewal": {
          "description": "There will be an option for the buyer to extend the contract at its discretion, for one year plus another year (1+1)"
        },
        "selectionCriteria": {
          "criteria": [
            {
              "description": "Interested Suppliers must have a minimum D\u0026B credit rating  score of 35. Suppliers in breach of the mandatory or discretionary exclusions set out in the Procurement Act 23 will not be eligible to Bid.",
              "type": "economic"
            },
            {
              "description": "Provide evidence of UK-based Elite (or above) ServiceNow partner status in consulting, implementation, and managed services.\u200b To achieve Elite Partner status with ServiceNow, a partner must demonstrate a high level of competency across multiple ServiceNow products and workflows. \nBe able to provide and support a direct relationship with the third-party supplier and DVSA for delivery of all services where they are a ServiceNow Reseller.\u200b \nDemonstrate recent experience in delivering managed services for UK government departments or agencies.\u200b \nHave a minimum of 5 years of experience in providing managed services for the ServiceNow platform \nHave\u202fcertified ServiceNow professionals with expertise in the following modules in particular: ITSM, ITOM, CSM, and SecOps \u200b \nHave a clear methodology for project management, risk management, and quality assurance.\u200b \nHave\u202fa support team with defined SLAs for incident resolution and service requests.\u200b \nProvide ServiceNow 24/7 Managed Service, this includes:\u200b A 24/7, 365 response for P1 \u0026 P2 incidents, whilst a response between 08:00 to 18:00 Monday to Friday (excluding bank holidays) is expected for P3 \u0026 P4 incident.\u200b \nHave the capability to build applications on the ServiceNow platform to meet specific business requirements, whilst maintaining the development to as closely out of the box as possible.\u200b \nFocus on areas that have been excessively customised, and offer guidance on best practices to revert to a more standard, out-of-the-box configuration\u200b \nCreate and sustain integrations between ServiceNow and other systems\u200b \nEstablish a clear process and governance strategy to determine when platform developments or enhancements are considered customisations and highlight these to the DVSA prior to development. \nHave clear governance frameworks to manage the development and deployment of low/no code applications. This includes setting guidelines for developers and ensuring compliance with organisational standards.",
              "type": "technical"
            }
          ]
        },
        "status": "active",
        "suitability": {
          "sme": true
        },
        "value": {
          "amount": 10000000,
          "amountGross": 12000000,
          "currency": "GBP"
        }
      }
    ],
    "mainProcurementCategory": "services",
    "procedure": {
      "features": "Stage One: Participation:\n1. Publish Tender Notice, providing access to the Requests to Participate document via DVSA Jaggaer portal.\n2. Recieve Requests to Participate from interested suppliers.\n3. Assess responses against conditions of participation, exclusions and objective criteria to limit suppliers.\n4. Inform Suppliers not invited to participate further.\n5. Invite remaining Suppliers to submit final tenders.\nStage Two: Evaluate: \n1. Recieve final tenders.\n2. Evaluate final tenders and determine Most Advantageous Tender (MAT).\nStage Three: Award:\n1. Inform Suppliers of the outcome and issue assessment summaries.\n2. Publish Contract Award Notice.\n3. Following standstill enter into the contract with the winning Supplier.\n4. Publish contract details notice."
    },
    "procurementMethod": "selective",
    "procurementMethodDetails": "Competitive flexible procedure",
    "recurrence": {
      "dates": [
        {
          "startDate": "2027-01-20T23:59:59+00:00"
        }
      ]
    },
    "status": "active",
    "submissionMethodDetails": "Requests to Participate must be submitted via the Jaggaer portal. To participate in the opportunity, you must first register on the portal. You can do this by clicking the grey \u201cclick here to register!\u201d button on the link above and following the instructions. You will then be able to access the opportunity document - the PQQ code is: pqq_557. \nhttps://dft.app.jaggaer.com/ \nPlease note that you will require a DUNS number (Dun and Bradstreet) to register. If you do not know your number access the following link to find it: \nhttps://www.dnb.co.uk/duns-number/lookup.html, click on the D-U-N-S number section. If a DUNS number is not found, there is guidance on how to acquire one in the same place. \nShould you have any technical issue registering on the system please contact the Jaggaer Helpdesk in the first instance: \nPhone: 0800 069 8630 \nhelp_uk@jaggaer.com",
    "submissionTerms": {
      "electronicSubmissionPolicy": "allowed",
      "languages": [
        "en"
      ]
    },
    "title": "K280022574 tender_6262 - ServiceNow Managed Services 2025",
    "value": {
      "amount": 10000000,
      "amountGross": 12000000,
      "currency": "GBP"
    }
  }
}