Invitation to tender for the provision of IT support services

{
  "awards": [
    {
      "id": "ocds-kuma6s-145241-award-155622-50",
      "items": [
        {
          "description": "",
          "id": "ocds-kuma6s-145241-awarditem-155622-50"
        }
      ],
      "suppliers": [
        {
          "id": "org-69",
          "name": "Bcc It Limited"
        }
      ]
    }
  ],
  "bids": {
    "statistics": [
      {
        "id": "ocds-kuma6s-145241-bidsstatistic-155622-50",
        "measure": "bids",
        "value": 7.0
      }
    ]
  },
  "buyer": {
    "id": "org-68",
    "name": "Public Services Ombudsman for Wales - Ombwdsmon Gwasanaethau Cyhoeddus Cymru"
  },
  "contracts": [
    {
      "awardID": "ocds-kuma6s-145241-award-155622-50",
      "dateSigned": "2025-01-21T00:00:00Z",
      "id": "ocds-kuma6s-145241-award-155622-50",
      "status": "active"
    }
  ],
  "date": "2025-09-11T12:03:24Z",
  "id": "ocds-kuma6s-145241-release-155622",
  "initiationType": "tender",
  "ocid": "ocds-kuma6s-145241",
  "parties": [
    {
      "address": {
        "locality": "Bridgend",
        "postalCode": "CF35 5LJ",
        "streetAddress": "1 Ffordd yr Hen Gae, Pencoed, "
      },
      "contactPoint": {
        "faxNumber": "+44 1656641199",
        "name": "Andrew Jenkins",
        "telephone": "+44 3007900203",
        "url": "http://www.ombudsman.wales"
      },
      "id": "org-68",
      "name": "Public Services Ombudsman for Wales - Ombwdsmon Gwasanaethau Cyhoeddus Cymru",
      "roles": [
        "buyer"
      ]
    },
    {
      "address": {
        "locality": "Newcastle Emlyn",
        "postalCode": "SA389BY",
        "streetAddress": "Unit B, Station Road, "
      },
      "contactPoint": {
        "name": ""
      },
      "id": "org-69",
      "name": "Bcc It Limited",
      "roles": [
        "supplier"
      ]
    }
  ],
  "tag": [
    "award"
  ],
  "tender": {
    "additionalClassifications": [
      {
        "description": "Office and computing machinery, equipment and supplies except furniture and software packages",
        "id": "30000000",
        "scheme": "CPV"
      },
      {
        "description": "Software package and information systems",
        "id": "48000000",
        "scheme": "CPV"
      },
      {
        "description": "IT services: consulting, software development, Internet and support",
        "id": "72000000",
        "scheme": "CPV"
      },
      {
        "description": "Hardware consultancy services",
        "id": "72100000",
        "scheme": "CPV"
      },
      {
        "description": "Software programming and consultancy services",
        "id": "72200000",
        "scheme": "CPV"
      },
      {
        "description": "Computer-related services",
        "id": "72500000",
        "scheme": "CPV"
      },
      {
        "description": "Computer support and consultancy services",
        "id": "72600000",
        "scheme": "CPV"
      },
      {
        "description": "Computer network services",
        "id": "72700000",
        "scheme": "CPV"
      },
      {
        "description": "Computer audit and testing services",
        "id": "72800000",
        "scheme": "CPV"
      },
      {
        "description": "Computer back-up and catalogue conversion services",
        "id": "72900000",
        "scheme": "CPV"
      }
    ],
    "description": "The Public Services Ombudsman for Wales is seeking to appoint an IT support provider that will be responsible for:\u00e2\u0080\u00a2\tEnsuring that the IT systems and IT devices authorised availability target 99%, of which no more than 48 hours downtime will occur in any single continuous period (excluding planned outages), to connect to PSOW  are correctly configured to operate effectively, and to proactively manage the PSOW IT infrastructure to minimise downtime and to meet the overall target.\u00e2\u0080\u00a2\tProviding 2nd and 3rd line IT Support to the PSOW IT Team, who will usually provide the 1st line helpdesk support service to PSOW staff.\u00e2\u0080\u00a2\tWhere PSOW internal IT team are not available, providing 1st line support to PSOW staff working at PSOW offices or at home relating to PSOW hardware and authorised applications and their connection to PSOW  applications for urgent matters.\u00e2\u0080\u00a2\tProviding proactive monitoring, management and reporting to PSOW of IT security matters including malware risks and up to date virus definitions to provide assurance for security of all PSOW systems and services. Given the flexible nature of differing monitoring services and the size of PSOW operations, suppliers are invited to offer a number of costed options for levels of monitoring, outlining what each option provides, e.g. automated services, eyes-on, remedial actions, active responses, out of hours, etc.\u00e2\u0080\u00a2\tTo manage and monitor PSOW data backups and to work with the external cloud backup solution provider to provide assurance for the integrity of the data, and to assist where necessary in the recovery from the cloud of this data (for testing and for real events). Backups must not be vulnerable to attacks which aim to encrypt them, or otherwise make them unavailable for recovery.\u00e2\u0080\u00a2\tTo liaise with contracted 3rd party application / software providers to assist in fault resolution or upgrades.\u00e2\u0080\u00a2\tTo provide additional project work at agreed rates in a timely manner.The above is a summary of the main requirements. Full details of the service requirements are provided within the Specification as detailed in Schedule 1.",
    "id": "ocds-kuma6s-145241-tender-155622",
    "mainProcurementCategory": "services",
    "title": "Invitation to tender for the provision of IT support services"
  }
}