Ambulance Radio Programme - Service Integration & Management

Provide a 24x7 service desk system to allow Trusts/End Users, ARP and ARP suppliers and provide an overarching End-to-End Service Management capability is required to manage the introduction, transition and delivery of the constituent programmes being provided by the Authority.

The Ambulance Radio Programme (ARP), who contract on behalf of the Department for Health and Social Care has a requirement for a Service Integration and Management (SIAM) Service to support the above and that can scale to support future Authority initiatives and product offerings.

The Authority is looking to partner with a provider who can demonstrate capabilities in "Product Management" - not simply providing "Help Desk" and "Service Management" functions - who can demonstrate an ability to integrate elements of discrete project deliverables as "Service Offerings" to Trusts.

24x7 Service Desk:

- Act as a single point of contact for Trusts/End Users, ARP and ARP Suppliers - Provide a 24x7 service desk system to allow Trusts/End Users, ARP and ARP suppliers o Log and receive updates about incidents o Make and obtain updates about Service Requests o Make and record a Request for Change (RfC) o Be contactable via  Email  Web Portal  Telephone  B2B interface o Allow Trusts/End Users, ARP and ARP Suppliers to speak to a Service Desk agent within 15 seconds of making a call - Collate system generated alerts from ARP suppliers - Monitor and Record changes to assets and configuration items - Provide a "Live" service bridge system that o Takes data feeds from ARP Supplier o Presents a "dashboard" view of live system status feeds - Provide Service Desk performance metrics End-to-End Service Management: - An over-arching End-to-End Service Management capability is required to manage the introduction, transition and delivery of the constituent programmes being provided by the Authority. - The End-to-End Service requires the provision of the following services to ARP to support the above projects

Additional information: Please be aware that we will require an NDA from the potential bidders before the RFI is released.

Contact details are victoria.morgan14@nhs.net

This PIN is "Not a call for competition" and is purely to engage with the market 3 / 3 This PIN is to warm up the market and will be followed by a Request For Information (RFI) and potential provider sessions seeking information relating to Service Integration and Management services ARP wishes to procure.