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The new I&T organisation, approved by the board in June 2019, includes provision for a 24/7 service desk. in addition to the current recruitment of the required staff, it is necessary to complete the set-up of the service desk capability and ensure processes and services are integrated into the new I&T operating model. This case seeks approval of funds to procure a specialist service to bring this about by 31st March 2020 enabling a phased transition with desk running a full service by 30th June , outputs include. -
-Project manage the integration of a new 24/7 IT infrastructure Library (ITIL) based corporate service desk.
-Define the processes that the desk will operate to (call flows, priority levels, categorisation, KPI's)
-Support the recruitment of the service desk team
-initiate discovery of new service desk tools
-develop reports and analysis tools
-Implement a basic continuous service improvement plan
-Provide a transition plan to onboard new products and services to the new desk decommission of the existing office hours service desk support the development of a service desk strategy that looks at remote support and innovation
-Put in place processes for monitoring customer satisfaction and continuous improvement
-Support culture hack to improve how MCA consume the service desk.
| Supplier | Identifier | Award Value | Cross-References |
|---|---|---|---|
| Posterity Milestone Consortium Ltd | 11164733 | £40,000 | - |
Government spending data: This supplier has received £6,376,818 in 84 payments (over £25k) from HMRC, Valuation Office Agency (2022-02-02 to 2026-06-02). View full payment history →