TENDER OF IT SUPPORT AND MAINTENANCE CONTRACT

{
  "buyer": {
    "id": "GB-PPON-PQJV-5775-PWYP",
    "name": "Chorleywood Parish Council"
  },
  "date": "2025-09-29T17:02:00+01:00",
  "id": "060680-2025",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-h6vhtk-059d99",
  "parties": [
    {
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Chorleywood",
        "postalCode": "WD3 5SL",
        "region": "UKH23",
        "streetAddress": "South Lodge, Rickmansworth Road"
      },
      "contactPoint": {
        "email": "clerk@chorleywood-pc.gov.uk",
        "name": "Sharon Long",
        "telephone": "+441923285594"
      },
      "details": {
        "classifications": [
          {
            "description": "Public authority - sub-central government",
            "id": "publicAuthoritySubCentralGovernment",
            "scheme": "UK_CA_TYPE"
          }
        ],
        "url": "http://www.chorleywood-pc.gov.uk"
      },
      "id": "GB-PPON-PQJV-5775-PWYP",
      "identifier": {
        "id": "PQJV-5775-PWYP",
        "scheme": "GB-PPON"
      },
      "name": "Chorleywood Parish Council",
      "roles": [
        "buyer"
      ]
    }
  ],
  "tag": [
    "tenderUpdate"
  ],
  "tender": {
    "aboveThreshold": false,
    "amendments": [
      {
        "description": "Added Vendor\u0027s Questions and Responses 29/09/2025",
        "id": "060680-2025"
      }
    ],
    "description": "Section A - Background and Context to the Tender (abridged)\nCPC is interested in receiving tenders from IT support providers who have a proven track record of supporting IT for the local government sector, particularly local councils. It is interested in receiving tenders for 3, 4 and 5 years so it can understand if best value would be achieved by signing up to a longer commitment.\n\u2003\nSection B: Required Format of Tender Submission\nPlease find detailed below the format in which the tender must be returned:\nSection 1: Support costs for existing IT estate (see Appendices A and C)\n\u2022\tPlease provide costs per unit per line item\n\u2022\tPlease show columns for 3-, 4- and 5-year contract terms\n\u2022\tProvision of SIEM/ SOC is currently being considered for both Officers and Councillors to provide an end-to-end security solution given recent changes to the public sector threat landscape. In appendix A the current security solution is detailed and line items shown to illustrate the SIEM / SOC addition. We would welcome your views on what end-to-end security solution you would recommend\nSection 2: Compliance with required Service Levels (see Appendix B)\n\u2022\tPlease confirm whether you can comply with the required Service Levels\n\u2022\tIf you are unable to comply, please explain why and detail your alternative offering\nSection 3: Provision of Company Profile in support of your tender response. Please provide:\n\u2022\tFull title of company\n\u2022\tOverview and profile of the company\n\u2022\tCompany registration number\n\u2022\tAddresses where service will be provided from\n\u2022\tNames and profiles of key company officers\n\u2022\tEvidence of company\u0027s financial viability\n\u2022\tMeans of contact for faults issues and queries\n\u2022\tIT qualifications and experience of engineers that will be involved in the contract\n\u2022\tIs the company quoting the parent company or a subsidiary?  If subsidiary, please supply the name of the parent company\n\u2022\tVAT Registration number (if registered for VAT)\n\u2022\tAny certifications held by the organisations e.g. ISO27000\n\u2022\tDetail what steps you have taken within your company to align with Data Security/ GDPR legislation\n\u2022\tAmount of cover for public and product liability insurance\n\u2022\tSummary of your client engagement approach e.g. meetings, surveys, regular calls etc\n\u2022\tDetails of three reference clients (one of which must be a local council) as we may wish to take up references\nAdditional Guidance:\nWhen returning your tender response please note:\n\u2022\tIf you feel there are any omissions in Sections 1 to 3 then please include these in your response and highlight them\n\u2022\tInclude any assumptions in your response\n\u2022\tPlease enclose an example of the Master Service Agreement you would apply to this contract if awarded this tender\n\u2022\tState the lead time for setting up the Support and Maintenance agreement as specified in Section B of this document\n\u2022\tThe term of the contract must be for a minimum of 3-years (with 4- and 5- year options also provided) and should continue in one-year periods, unless terminated by either party not giving less than sixty days\u0027 notice\n\u2022\tIf you have any questions, please submit these in writing to cllr.d.rosario@chorleywood-pc.gov.uk  within five (5) working days of receiving the tender specification so they can be responded to promptly and the response shared with other interested parties\n\u2022\tTo be considered in the tender selection process we must receive your response no later than close of business on Friday, 10 October 2025.\n\u2022\tTender responses should be sent by email to clerk@chorleywood-pc.gov.uk, marked CONFIDENTIAL: TENDER RESPONSE TO PROCUREMENT OF IT CONTRACT\n\u2003\nSection C: Appendices\nAppendix A: Existing IT Estate required to be supported\nItem\tQuantity\nOfficer PCs and Laptops\t12\nServer\t1\nKonika Minolta Printer\t1\nDymo Printer\t1\nNetwork Infrastructure Device Package \t3\nMicrosoft Exchange Plan 1\t19\nMicrosoft 365 Business Standard Licence\t8\nVault Back Up (private cloud)\t250GB package - please state unit cost per GB\nUser Protection (Barracuda / EDR)\t5\nEndpoint Protection (EDR) \t6\nEmail Protection external only - this covers 12 employee PC and laptops and the 17 councillor tablets\t29\nCouncillor tablets\t17 - Please exclude from the tender as these are being decommissioned shortly and current day to day support provided by one of the councillors\nCouncillor laptops (currently being purchased) \t10 - please see Appendix C\nOfficer tablets (currently being purchased)\t2 - spec similar to Councillor laptops in Appendix C\nSIEM / SOC (purchase being considered) for Council Officer PCs, Laptops and Tablets\t11\nSIEM / SOC (purchase being considered) for Councillors\t17\n\u2003\nAppendix B: Required Service Levels\nThe target Service Level Agreement (SLA) defined in this section applies to standard business hours of 08.00 to 18.00hrs, Monday to Friday (excluding public holidays).\nResponse Time SLA:\nThis defines the maximum time allowed to acknowledge or respond to a customer\u0027s inquiry or issue.\nPriority\tTarget Response Time\tResponse Goal\n1 - High Priority\t1 - 2 Hours\t95%\n2 - Medium Priority \t4 - 8 Hours\t90%\n3 - Low Priority including Change Requests (moves, adds, changes)\t24 Hours\t90%\nResolution Time SLA:\nThis specifies the time frame within which issues must be fully resolved.\nCriticality of Issue\tResolution Timeframe\nCritical Issue\tResolution within 4 hours\nHigh Priority Issue\tResolution within 8 hours\nMedium Priority Issue\tResolution within 24 hours\nMADS (moves, adds\u0026 changes)\tResolution within 5 days\nWhere Business Impact and Severity are defined as follows:\nBusiness Impact\tDescription\nHigh\tCritical - Major business processes are stopped\nMedium\tBusiness is degraded, but there is a reasonable workaround\nLow\tMore of an irritation than a stoppage\nLevel of Severity\tDescription\nHigh\tWhole council is affected\nMedium\tDepartments or large group of users are affected\nLow\tOne user or a small group of users are affected\nHigh Severity\tMedium Severity\tLow Severity\nHigh Business Impact\tCritical Issue\tCritical Issue\tHigh Priority Issue\nMedium Business Impact\tHigh Priority Issue\tHigh Priority Issue\tMedium Priority Issue\nLow Business Impact\tHigh Priority Issue\tMedium Priority Issue\tMedium Priority Issue\nPlease note:\n\u2022\tWe expect that resolution of issues will be undertaken remotely or via onsite visit or a combination of both depending on the circumstances\n\u2022\tVendor management with manufacturers or third-party support companies is required for all supported product related incidents\n\u2022\tMaintenance of email and internet access with service provider is included\n\u2022\tMonitoring of the server will be undertaken to ensure early detection and ideally prevention of incidents\n\u2022\tAn annual review of the estate will be undertaken with written recommendations for any changes required\n\u2022\tIn respect of the cloud based back up of the server - please state server provider and confirm that the data will be stored within the UK for GDPR purposes\n\u2003\nAppendix C: Specification for new Councillor Laptops\nThe specification is being used to replace the existing 17 councillor tablets with Dell 14 inch Latitude laptops and an accompanying protective case (note some Councillors are using their own IT devices and will not therefore receive IT support).\nThe following table details the user requirements and the reason that replacement laptops were favoured over tablets:\nUser Requirements\tMeets User Requirements (Y / N)\nDell 14 inch Latitude laptops\tGeneric Tablet\nComparison\tNotes\nAccess and respond to councillor emails\tY\tY\tEasy on both but laptop maybe be better for accessibility\nSaving documents for access and use during Council meetings (will need to consider storage requirements)\tY\tN\tDocuments should be remotely stored but easier to retrieve offline on laptop\nToggle between documents (e.g. agenda, minutes, committee papers)\tY\tN\tHaving multiple windows open on a tablet is trickier\nAbility to annotate documents (e.g. via a smart pen)\t?\tY\tPossible on some laptops\nAccess to online collaboration / meeting apps e.g. Zoom, MS Teams etc\tY\tY\tEqual\nBe loaded with full MS Office functionality\tY\tY\nAccess to internet \tY\tY\nAuto software and security updates\tY\tY\nBe able to offer split screen capability  \tY\tN\tBoth offer this but easier on laptops\nBluetooth 5.4 capability\tY\tY\nSupports an external keyboard\tY\tY\tVia Bluetooth on the tablet\nBuilt in speakers\tY\tN\tMuch better on the laptop due to the better sound dispersion\nBiometric Security (desirable)\tY\tY",
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      {
        "datePublished": "2025-09-29T17:02:00+01:00",
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      "endDate": "2025-09-26T23:59:00+01:00"
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        "suitability": {
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    "procurementMethodDetails": "Below threshold - open competition",
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