Cheshire Councils Seeking New IT Service Management Software System

Jan 31, 2014

Two Cheshire councils are looking for a new IT service management system (ITSM), according to the Official Journal of the European Union.

Cheshire West and Chester Council (CWCC) and Cheshire East Council want to replace old software that will no longer be supported after July 2014.

The current system is managed by Cheshire Shared Services (CSS), an ICT shared services facility, which provides ICT functions for both councils, meaning only a single supplier offering improved service delivery and quality is required.

The list of objectives identified by the councils in the OJEU tender document includes the following:

  • Improving the customer experience of using CSS services
  • quantifying value and value and for money from IT
  • demonstrating performance quality – with clear evidence
  • become proactive – e.g. acting on issues before customer is aware
  • engendering trust – delivering accurate and honest information
  • using familiar and current interfaces – e.g. web chat.

The notice also lists the likely required software components, which include: incident, problem and change management, request fulfilment, availability management, capacity management and management of complaints and compliments.

The Government Procurement Agreement (GPA) will cover the contract, whose value is between £172,500 and £500,000 and will last for three years with the option to extend for a year twice.  




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