Corporate IT Support Service to NHS Gloucestershire Integrated Care Board and Bristol, North Somerset and South Gloucestershire Integrated Care Board

Overview

Gloucestershire ICB and Bristol, North Somerset and South Gloucestershire (BNSSG) ICB are merging to form a single integrated body in April 2027. Both organisations currently rely on external providers for the delivery of their IT services. A new, unified service model is required; one that supports the merged organisation from day one, is commercially sustainable, and is capable of evolving as the ICS matures. Six principles shape the design of the future service: 1. Cloud-first and 'secure by design'. All new and renewed services will be cloud-based wherever possible. On-premises infrastructure will be exited as part of transition. This is both a strategic choice and a compliance requirement under the Government Cloud First Policy and Technology Code of Practice. 2. Outcome-focused. The service is defined by what it must deliver, not how it must be delivered. The supplier is expected to bring expertise, innovation and accountability for outcomes, not simply execute a prescriptive technical specification. 3. Single point of accountability. The preferred model is a single managed service provider with end-to-end accountability for operational delivery. This avoids the fragmentation and unclear ownership that characterises the current multi-supplier landscape and reduces the management overhead on the ICB digital team. 4. Lean governance. The ICB digital team will provide strategic oversight, roadmap ownership and supplier governance. It will not carry operational delivery responsibilities. This reflects the lean, strategically focused character of the merged organisation and the direction set by the Model ICB Blueprint. 5. Interoperable by design. The service must integrate cleanly with nationally contracted NHS platforms, in particular NHS.net Connect, the Health and Social Care Network (HSCN) and NHS Secure Boundary Service, as well as local platforms, such as the Gloucestershire ICS WAN and into UHBW and Crown Datacentres in Corsham. Service interfaces with these platforms should be clearly defined before the procurement specification is finalised. 6. Sustainable. The ICB's carbon neutral commitments should be reflected in technology choices, including energy-efficient end-user devices, PoE-powered monitors and cloud-based infrastructure in preference to on-premises data centre equipment. The following service stacks are in scope for the new managed service, reflecting services currently provided across both incumbents, consolidated and extended to support the merged organisation: - Service desk. The primary user-facing support channel, available 08:00-18:00 Monday to Friday. - Desktop support. Onsite presence at both sites as and when required, including end-user support, moves, adds and changes to desktop arrangements, MFD, Audio Visual equipment, and Teams Room management. The onsite support model must include provision for routine physical tasks including WFH equipment management, peripheral replacement, cable and hardware swap-outs, and stock management. - End-user compute. Device lifecycle management including provisioning, refresh (five-year target cycle), configuration, and secure disposal. - Telephony and unified communications. Microsoft Teams Phone as the unified platform for the merged ICB. - Print. Cloud-managed secure print at both sites. - Meeting rooms. Physical teams Room management and audio-visual support at 2 locations with 15 meeting rooms at one and at Shire Hall, Gloucester and 9 at the second location. - Asset management. Asset tagging, recording, and lifecycle tracking for all ICB-owned IT equipment. - Supplier and procurement management. The supplier will assume management of all ongoing third-party technology relationships and will procure all IT equipment and recurring support contracts on behalf of the ICB. Licence management across the estate is required. - DSPT support. The supplier is expected to provide the ICB with the technical evidence and assurance data required to support annual DSPT