ICT12804 - Core Support Services

Delivery of

• Service Desk and Desk Side Support services, including support for Customer Information Screens, Audio/Visual equipment and Meeting Rooms.
• continuity of service for TfL;
• the technical resources for its services that TfL needs as and when required
• service performance to agreed service levels;
• improvements to existing services in line with business requirements and TfL's strategic direction; and
• recommendations/guidance on leveraging new technology and/or ways of working to further optimise TfL's Core Support Services.
• Platform to enable the objectives outlined in section 2.5 to be achieved.

Drivers for Change

Adoption of

• a CSS Contract model that, where applicable, is based on the principles of joint working, collaboration and co-operation, and which is designed to provide opportunities for TfL and the Supplier to work together openly, delivering continuous product/service improvement and innovation;
• industry best practice standards;
• standard best practice tools, seamlessly integrated across the supply configuration chain, delivering effective monitoring and management reporting;
• to reduce costs; and
• to improve the service for TfL's customers.

During the term of the Contract, and aligned with TfL's strategic direction, TfL may engage with the successful Bidder to review and potentially provide additional services from the Bidder. These potential services are not included in the current contract scope but may be requested via the Change Control Procedure. These potential services will not be evaluated or priced as part of this ITN.

The detail, or timeframes, for these potential services cannot be fully detailed at present but the potential scope of the services encompasses all the core transactional activities performed by the Technology Service Operations (TSO) team within TfL. The TSO team is responsible for the full end to end support of IT services (business and technical) provisioned within TfL. This covers all the stages of service lifecycle, from inception/planning, through design, build, transition, operation, maintain, optimise and ultimately decommission.