SSE Service Desk, End User Services, Cloud Operations and SIAM Services

Description of the procurement

The Authority is undergoing a service
transformation journey, titled Programme Compass,
to ensure that the Authority can meet the changing
needs of the business as applications are
modernised and a cloud first, and cloud native
strategy is adopted. As part of Programme
Compass, the Authority intends to implement a
more focused, responsive and customer centric
EUS (End user services), SD (Service Desk), Cloud
Operations, and SIAM (service integration and
management services).
The Authority currently outsource End User
Services and IT support services to two main
providers, with one providing Service Desk & deskside support, desktop device support, Service
management and Cloud & Infrastructure services
and the other providing End User services through
a leased model for laptops and mobiles/tablets.
The Authority has made the strategic decision to
retender these IT services, with a view to improve
the user experience, improve efficiency and
effectiveness, and enable delivery of IT services in
a more seamless way.
The Authority is also moving towards a hybrid SIAM
model. In this model, the Applicant will act as a
Service Integrator (SI), whereby the Applicant
focuses on operational execution of key SIAM
services, whilst the Authority governs and owns
them.
The service will support ~20,000 end users
(including up to 5% VIP users seeking priority
services) across 350 geographically dispersed sites
in the UK, Republic of Ireland, Netherlands, Poland,
Spain, France, Italy, Greece and Japan (note that
the list of these Service locations may be subject to
change within the contract). The end user device
estate includes large corporate offices and
operational facilities, with the breakdown of users
consisting of: 16,000 laptops, 1,800 desktops / mini
PCs, and 14,500 mobiles / tablets.
All stated volumes are indicative and subject to
change throughout the procurement process.
As a service provider delivering the in scope IT
services to the Authority, the Applicant will need to
deliver service management capabilities in
accordance with the Authority's processes, policies
and standards. Such documents shall be shared at
the ITT stage.
For assurance of supply of services for Service
Desk, End User Services and Cloud Level 2
Operations, the Authority intends to within 6 months
or as early as possible from the Effective Date (as
defined in the Contract), have transitioned all
services to the selected service provider.
The scope of services is structured into five service
towers as follows:
Service Tower 1: Service Desk Services
Service Tower 2: End User Services
Service Tower 3: Service Management Platform
and Data Services
Service Tower 4: Cloud Level 2 Operations
Service Tower 5: Service Integration and
Management Services
The Authority reserves the right to exclude Service
tower 5 from the scope of this tender in the next
stage of the procurement.
Further information on the background to Authority
and Service Overview details specific to each
service tower is outlined in the 'Attachment 2 - PQQ
Supplement' of the PQQ document pack that can
be downloaded from on the Jaggaer portal.
The Applicants intending to participate in the PQQ
process will need to email the Authority on
Groupit.Sseprocurement@sse.com, with a
confirmation of 'Expression of Interest' (EOI) along
with basic Applicant contact information details as
instructed with in Section3 of 'Attachment 2 : PQQ
Supplement' document on Jaggaer . The Authority
will then share a access credentials unique to each
applicant, via email in response to the EOI. The
Applicant will then complete a Supplier Registration
form. Further help and support will be available for
any technical or login assistance via Supplier
Helpdesk on the Jaggaer portal.
As Applicants need to submit their PQQ on Jaggaer, it is important that interested Applicants email the Authority as directed as soon as possible and by 17 February 2025 in order to start the Jaggaer registration process and maximise the response time that is available.
Where a group of economic operators is bidding, SSE may require the group to assume a specific legal form for the purpose of the award of the contract, or to require that each economic operator assumes joint and several liability
SSE may require that suppliers provide a parent company guarantee/guarantees or other form of suitable security. Further details will be provided in the procurement documents
SSE reserves the right (in it sole and absolute discretion and without liability to any economic operator) to make changes to the procurement at any time, to cancel the procurement process at any time and to not award a contract
Applicants should note that the services will be used by the Authority and its affiliates, which may include but is not limited to SSE Airtricity. The ITT Draft Agreement will contain provisions allowing the Authority to enter into work orders for the Authority and/or its affiliates to receive additional services from the successful Applicant. The procurement is being conducted as a single cross-border procurement by the Authority on behalf of itself and its affiliates under UK procurement law (the Utilities Contracts Regulations 2016) transposing the Utilities Directive 2014/25/EU. An FTS contract notice was published on [date] (FTS notice publication number XXX). This parallel OJEU contract notice is published for on a voluntary basis and for information only to ensure potential suppliers interested in participating in this procurement are aware of the contract opportunity. For the avoidance of doubt, the procurement is governed by English law.

Main site or place of performance

The service will support ~20,000 end users (including up to 5% VIP users seeking priority services) across 350 geographically dispersed sites in the UK, Republic of Ireland, Netherlands, Poland, Spain, France, Italy, Greece and Japan (note that the list of these Service locations may be subject to change within the contract). The end user device estate includes large corporate offices and operational facilities, with the breakdown of users consisting of: 16,000 laptops, 1,800 desktops / mini PCs, and 14,500 mobiles / tablets.
All stated volumes are indicative and subject to change throughout the procurement process. Please refer to the PQQ Supplement and PQQ Questionnaire for more details, as available for download from our Jaggaer Portal, for those Applicants, who wish to participate in this PQQ event.
SSE reserves the right (in it sole and absolute discretion and without liability to any economic operator) to make changes to the procurement at any time, to cancel the procurement process at any time and to not award a contract.

Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them

Where a group of economic operators is bidding, SSE may require the group to assume a specific legal form for the purpose of the award of the contract, or to require that each economic operator assumes joint and several liability
SSE may require that suppliers provide a parent company guarantee/guarantees or other form of suitable security. Further details will be provided in the procurement documents

Additional information

Applicants must complete the PQQ Questionnaire,
following all instructions provided in the PQQ
Questionnaire and the additional instructions
provided in the 'Applicant Instructions' section
above. The completed response with any relevant
attachments should be submitted via the Jaggaer
portal below in advance of the stated PQQ
Submission Deadline.
Jaggaer Portal :
https://sse.app.jaggaer.com/esop/guest/go/opportunity/detail?opportunityId=408
SSE Services Plc (the "Authority" and "SSE"), the contracting Entity, intends to shortlist and invite to
participate in the ITT stage up to 6 Applicants,
subject to 'PQQ Questionnaire' - Instructions
worksheet: Application Selection', who pass all
qualifications questions and receive the highest
scores. The Authority reserves the right to increase
or decrease the number of shortlisted Applicants
according to the responses received, however the
highest scoring Applicants will still be selected..
The Authority will issue the ITT documentation to
shortlisted Applicants via Jaggaer. The detail of the
remainder of the procurement process will be set
out in the ITT documentation.
The following is a high level overview of our approach to the ITT process under the negotiated procedure that the Contracting Entity expects to follow which may be subject to change:
Following receipt of initial tenders, the Authority
shall evaluate them in accordance with the
evaluation methodology set out in the ITT
documentation. The Authority may at its discretion
in accordance with the evaluation criteria reduce
the number of Applicants to be invited to participate
in further rounds of by removing the lowest
evaluated responses based on a defined minimum
threshold total score that will be further clarified in
the ITT launch stage..
A working demonstration via presentation of the
proposed products & services may be required
during the ITT stage of this procurement.
The Authority reserves the right to down-select
Applicants prior to the solution presentation phase
of the procurement process.
The detail of the negotiation stage will be set out in
the ITT documentation.
The Contracting Entity reserves the right not to negotiate any Tender received during the negotiated procedure.
At the end of the ITT stage, the Authority will require Applicants to submit Final Tenders.
Information on the Final Tender submission requirements and on the award criteria that will be
used to evaluate Final Tenders will be included in the tender documentation.
SSE reserves the right (in it sole and absolute discretion and without liability to any economic operator) to make changes to the procurement at any time, to cancel the procurement process at any time and to not award a contract