Voluntary ex ante transparency notice
Directive 2014/24/EU
Section I: Contracting
entity
I.1) Name and addresses
DVSA
Swansea
UK
E-mail: dstcommercial@dvsa.gov.uk
NUTS: UK
Internet address(es)
Main address: https://www.gov.uk/government/organisations/driver-and-vehicle-standards-agency
I.4) Type of the contracting authority
National or federal agency/office
I.5) Main activity
General public services
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
K280022080 - ServiceNow Managed Services
II.1.2) Main CPV code
72261000
II.1.3) Type of contract
Services
II.1.4) Short description
ServiceNow is the IT Service Management platform used by DVSA to provide
Incident, Problem, Change, Request and Hardware Asset Management support to all
its IT support services, including digital and Theory Test. It provides the 4500 DVSA
employees with an IT self-service portal which provides access to a 100% self-service
request catalogue for IT kit and access, 24/7 access to a virtual agent (chatbot) to
provide IT support, in hour access to webchat with the IT Service Desk, an IT
Knowledge Base and a 100% self-service Front Line Logistics catalogue. It also
provides an automated feedback process for users so that we can better understand
their experience. It is integrated with Happy Signals an Experience Management
platform.
To ensure a continuation of this service and further development using the system, a
contract is required for the managed service and development services.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
1 837 977.40
GBP
II.2) Description
II.2.3) Place of performance
NUTS code:
UK
II.2.4) Description of the procurement
ServiceNow is the IT Service Management platform used by DVSA to provide
Incident, Problem, Change, Request and Hardware Asset Management support to all
its IT support services, including digital and Theory Test. It provides the 4500 DVSA
employees with an IT self-service portal which provides access to a 100% self-service
request catalogue for IT kit and access, 24/7 access to a virtual agent (chatbot) to
provide IT support, in hour access to webchat with the IT Service Desk, an IT
Knowledge Base and a 100% self-service Front Line Logistics catalogue. It also
provides an automated feedback process for users so that we can better understand
their experience. It is integrated with Happy Signals an Experience Management
platform.
To ensure a continuation of this service and further development using the system, a
contract is required for the managed service and development services.
II.2.11) Information about options
Options:
No
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Award of a contract without prior publication of a call for competition
Justification for selected award procedure:
The procurement falls outside the scope of application of the Directive
Explanation:
This procurement has been conducted is in line with regulation 32 2(b)(ii) of Public Contracts Regulations (PCR) 2015.
2(b)(ii)competition is absent for technical reasons:
We have complex projects in flight with Flyform (ITAM project Phase 1 and CMDB Phase 2 and 3) which are technically complex. Flyform have been working on these for over a year and the phase 2 and 3 will continue into Year 2 of the STA contract. Changing supplier at this time would pose serious risk and delays to project deliverables which are directorate objectives.
Service Now has now been selected as a strategic government technology which has resulted in an uptake in demand to what was originally forecasted, business areas are considering Service Now for digitalisation of non-IT processes. As a result, the previous contract value reached its limit and a new contract is needed.
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
No
Section V: Award of contract/concession
V.2 Award of contract/concession
V.2.1) Date of conclusion of the contract/concession
01/06/2023
V.2.2) Information about tenders
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
FlyForm Ltd
Cardiff
UK
NUTS: UK
The contractor is an SME:
Yes
V.2.4) Information on value of the concession and main financing terms (excluding VAT)
Total value of the concession/lot:
1 837 977.40
GBP
V.2.5) Information about subcontracting
The contract/concession is likely to be subcontracted
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
Department for Transport
London
UK
VI.5) Date of dispatch of this notice
06/06/2023