SAAS' IT systems and procurement strategies: FOI release

Information requested

1) Is your current IT Service Management function and associated software application based in house or Outsourced to a 3rd Party?

2) Please provide the full name and version of the ITSM software application in use?

3) What is the lifetime value of the contract and over how many years?

4) As part of the existing contract how many support operatives (agents) are licenced/subscribed to use the solution? (These are individuals who work on the desk in resolver groups, not customers using a Self-Service function).

5) When is the contract due for renewal?

6) How was the current solution procured – directly with the Vendor, through a Framework or via G Cloud?

7) What are your published procurement thresholds for tendering purposes?

8) What is the Authority’s strategy with regards to Cloud solutions as opposed to In House installations?

9) Has the organisation ever procured through the G Cloud Framework?

Response

1) Is your current IT Service Management function and associated software application based in house or Outsourced to a 3rd Party?

The current IT Service Management function and associated software application is based in house.

2) Please provide the full name and version of the ITSM software application in use?

ManageEngine ServiceDesk version 9. We are currently in the process of upgrading to version 11.

3) What is the lifetime value of the contract and over how many years?

The original tool was deployed in 2013. Maintenance and support is renewed annually. Annual support renewal costs are £15,450.

4) As part of the existing contract how many support operatives (agents) are licenced/subscribed to use the solution? (These are individuals who work on the desk in resolver groups, not customers using a Self-Service function).

We currently have 50 agent licences for Service Desk 

5) When is the contract due for renewal?

The maintenance and support contract is renewable annually on 31st March.

6) How was the current solution procured – directly with the Vendor, through a Framework or via G Cloud?

The current solution was procured directly with vendor.

7) What are your published procurement thresholds for tendering purposes?

The thresholds for procurement activities within SAAS are outlined in the table below:

Estimated Value (ex VAT)	Minimum Standards
<£1,000	Can be purchased via Electronic Procurement Cards (EPC). Alternatively a minimum of three quotes which can be received verbally but the supplier must provide a written confirmation of a verbal quote. Quotations must be kept as part of the audit trail.
<£5,000	Can be purchased via EPC cards. Alternatively, quotes can be sought following the procedure for >£5,000 below.
£5,000 - £50,000	Minimum of three written quotations via Public Contracts Scotland (PCS) Quick Quote.
£50,000 – OJEU Threshold (~£118,133)	Formal competitive tendering exercise advertised via PCS.
> OJEU Threshold (currently £118,133 – changes every two years, next change will be applied from January 2020)	Formal competitive tendering exercise advertised via PCS and conducted in accordance with the relevant EU procurement directives.

8) What is the Authority’s strategy with regards to Cloud solutions as opposed to In House installations?

SAAS align with the Scottish Government’s Digital Strategy and Digital First Service Standard.

We adopt a cloud first approach to new services and make use of cloud-based solutions such as Software as a Service, Platform as a Service or Infrastructure as a Service as a source of cost reduction and service innovation.

9) Has the organisation ever procured through the G Cloud Framework?

No.

About FOI
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