Provision of Managed IT Support Services (2nd/3rd Line & Network Support) - Issued by: First Trenitalia West Coast Rail Limited - IT Procurement ...
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Supporting Information
Provision of Managed IT Support Services
(2nd/3rd Line & Network Support)
Issued by: First Trenitalia West Coast Rail Limited - IT
Procurement
Date: 30nd October 2020Commercial in Confidence
1. Introduction
1.1 FirstGroup plc (FG) is the leading transport operator in the UK and North America.
1.2 “Our vision is to provide solutions for an increasingly congested world; keeping people
moving and communities prospering.”
1.3 Our services help to create strong, vibrant, and sustainable local economies and our
opportunity is to be the provider of choice for our customers and communities. During the
last year around 2 billion people relied on us to get to work, to education, to visit family and
friends and much more and, each day, every one of our 100,000 employees works hard to
delivery vitally important services to our passengers.
1.4 FG has five operating divisions:
▪ First Rail is the largest provider of passenger rail services in the UK operating around a
quarter of the market.
▪ First Bus is one of the largest providers of bus services operating around one fifth of
all local buses in a primarily deregulated market.
▪ First Student is the largest provider of student transport in North America.
▪ First Transit is one of the largest private sector providers of public transit
management and contracting in North America.
▪ Greyhound is the only national provider of scheduled intercity coach transportation
services in North America.
1.5 First Rail operates passenger rail services throughout the UK. Our passenger operations include
regional, intercity and commuter services - Great Western Railway (GWR), South Western
Railway (SWR), First TransPennine Express (FTPE) and Avanti West Coast (AWC). Our non-
franchise open access operations include Hull Trains and from 2021 East Coast Trains.
1.6 First Trenitalia West Coast Rail Limited known as Avanti West Coast (AWC)
1.7
Serving as part of our joint venture with Trenitalia and known as the West Coast Partnership,
runs the current intercity services on the West Coast Main Line.
A vital economic artery, bringing cities and people closer together, Avanti West Coast links
London to cities and towns across England, North Wales, and Scotland.
Together with Trenitalia, we are working in partnership with Stakeholders, communities, and
2Commercial in Confidence
customers along the route to develop and enhance rail services and help stimulate economic
growth. The new partnership will build on the existing success and culture of the
previous operator by bringing together the best parts of both Virgin Trains and First
Trenitalia. Our goal is to deliver a progressive railway service that generates nationwide
prosperity and pride.
The partnership also includes ‘West Coast Partnership Development’ (known during the
bidding phase as the ‘Shadow Operator’), which is preparing for a new era in high speed rail.
2. Requirements Overview
This requirement is for First Trenitalia West Coast Rail Limited, excluding West Coast
Partnership Development.
2.1 “The Opportunity”
The requirement is for a 2nd/3rd Line Managed Technical Support.
I. End User Computer (2nd Line) Technical Support for all End User Computer and
Deskside/Station IT support including but not limited to; Windows OS, Office 365, File
Storage, Active Directory Daily Management, Laptops, Desktops, Software, Mobiles
and Peripherals. Management of Security Software Licensing, Patching and
Vulnerability Management should also be included.
II. Core Technologies – 3rd Line Technical Infrastructure support and management
including but not limited to Data Centre services which include Azure hosted, Physical
Servers, Citrix, Active Directory, Print Management, and 2 / 3 Core Application
Support. All Services will have patching, backup and recovery plus Security and
Vulnerability Management.
III. Network Operations – Technical Support & management of network infrastructure
including hardware support (break fix) for network equipment hosted within Data
Centre, Office or Station locations. To include but no limited to Switches, Routers,
Firewalls, Corporate & Guest WIFI.
Service should incorporate promotion of Self Service and Automation with the use the First
Trenitalia West Coast Rail Limited of ServiceNow Instance. Core Onsite Support Hours 8:00am-
18:00pm excluding Christmas and Boxing Day. Out of Hours Support covering all other times.
P1/P2 Incident Resolution via Major Incident Management Process. To support business
employees approx. 3800 with all IT Support requirements in office, at station or Onboard.
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Provide onsite support at HQ offices (Birmingham & Euston) and site visits covering all other
UK locations.
3. Selection
Selecting the right partner is of key importance to The Client. In support of this, the Client shall
be undertaking a two-stage tender award strategy as follows:
3.1 Down Selection (Stage 1) – Pre-Qualification Questionnaire (PQQ)
This Down Selection is the first stage in the Customer’s selection and award process. The PQQ
is to be completed by all Applicants that wish to be considered for this opportunity the results
of which will be used to progress successful Applicants to the ITT stage.
3.2 Tender Process (Stage 2) – ITT
Successful Applicants will be required to respond to a technical requirement tender in addition
to providing pricing for solutions proposed. Applications will be evaluated according to the
evaluation model which will be released as part of the tender.
4. Evaluation
4.1 The tender evaluation will be based on the following selection criteria, further information on
criteria/weightings will be provided during PQQ and ITT stage:
PQQ
Section
Company Information
Financials
Health and Safety
Sustainability
IT Security
Capability
ITT
Section
Technical and Functional Requirements
Automation and Self Service
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Costs and Commercials
Quality Assurance
Service and Contract Management
Programme of Work
Contractual Terms
For the avoidance of doubt, the Franchisee shall maintain and comply with a procurement policy
that is consistent with all requirements (including all publication or notification requirements
that apply from time to time) of the Utilities Contracts Regulations 2016 ("Procurement Policy").
The Franchisee shall act in accordance with such Procurement Policy in relation to all processes
to procure goods and services that are commenced during the ERMA Term or, if extended, the
Extended Term.
This published notice is designed to identify any competent Suppliers that are
interested in tendering for ‘The Opportunity’ with interested parties required to register their
interest by email to pardeep.dubb@avantiwestcoast.co.uk in advance of 1st December 2020 at
17:00.
END
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