Central Service Desk and Lead Integrator

Framework agreement

Description

His Majesty's Treasury (HMT) intends to procure a combined Central Service Desk and Lead Integrator service, delivered by a single supplier, to support the Department's technology strategy, service integration, operational resilience and end-to-end service management. HMT's existing Service Desk already provides the single point of contact for users, ownership of the service management toolset, incident management and escalation, and service performance reporting. Integrating Lead Integrator responsibilities within the same service, including cross-supplier incident coordination, supplier performance governance, Change Advisory Board (CAB) ownership and problem management, will create a streamlined operating model, reduce management overheads and provide a proportionate level of governance aligned to the scale and complexity of HMT's technology estate. The future service will be shaped by five strategic imperatives: • Delivering value for money. • Supporting digital modernisation, including AI-assisted support and enhanced self-service capabilities. • Implementing governance arrangements proportionate to HMT's size and operating model. • Maintaining resilience across a security-sensitive environment. • Improving the overall staff experience through responsive and user-focused services. The contract is expected to cover the provision of: • A Central Service Desk operating as the single point of contact for all users. • Service integration and supplier management across HMT's multi-supplier ecosystem. • Incident, request, problem and change management services. • Service reporting, performance management and continual service improvement. • Service management processes. • Service transition, mobilisation and operational support activities. The successful supplier will be expected to operate effectively within a multi-supplier environment, working alongside End User Compute and other Treasury Information Services (TrIS) providers. The service must align with ITIL-based practices and support HMT's security, resilience, accessibility and sustainability objectives. In preparation for the procurement, HMT is undertaking preliminary market engagement to obtain feedback from prospective suppliers on the proposed service model, commercial approach, contract structure, mobilisation requirements and opportunities for innovation. Route to Market The procurement will be conducted through the Government Commercial Agency (GCA) Technology Services 4 (TS4) Framework Agreement (RM6190). HMT intends to utilise TS4 Lot 2.3, which combines the capabilities of Lot 2 (Transition and Service Integration and Management (SIAM)) and Lot 3 (End User Services). Consequently, the competition will be open only to suppliers appointed to TS4 Lot 2.3.

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