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Crown Commercial Frameworks RM1058 & Gloud 7

dreamstime_xs_25598236Dacoll are now able to offer Public Sector customers services under both GCloud & and RM1058


Lot 1   Help desk/Service desk

It provides a single point of contact between service provider and users within an organisation. It should facilitate the restoration of normal operational service with minimal business impact on the Contracting Body within agreed service levels and business priorities. The service desk performs the first line support for the IT Services which may include but shall not be limited to:-.

  • Receive all calls and e-mails on incidents
  • Incident recording (including requests for changes)
  • Incident classification
  • Incident prioritisation
  • Incident escalation
  • Search for work around
  • Update the customer and IT group on progress
  • Perform communication activities for the other IT processes (e.g. release notifications, change schedules, service level management-reports)
  • Perform daily configuration management database verification
  • Report to management, process managers and customers on service desk performance


Lot 2   Desktop Support

Desktop support is the technical services offered by a support organisation to a user or users experiencing problems with their computers. Support may be on either hardware or software running on the affected computing device. Support may include but shall not be limited to:

  • Support for Contracting Bodies’ desktop and laptop computers consisting of remote and, if necessary, on-site assistance and trouble-shooting for computer operating systems, applications software, and network services.
  • Maintain a log of any software or hardware problems detected and arrange for external technical support where problems cannot be resolved easily.
  • Installation of supported new equipment, including arranging for the transfer of existing software and data if required.
  • Operating Systems Software support for desktop computers, including installation and driver issues, connection to the network, and accessing networked printers
  • Installation, use, trouble-shooting, and updating software, including provision of training and expert advice when required.
  • Advice on and support for use of the Internet, including supported web browsers, email programs and web publishing, but not editing or design of web pages or web sites.
  • Minimising installation times through provision and an installation of operating system and applications, with automatic updates.
  • Provision of site-licensed software as part of the standard desktop installation.
  • Assistance with disposal of computer equipment no longer required.
  • Maintaining an asset register of computer equipment owned or leased by the Contracting Body.


Lot 5   Infrastructure and Platform, Maintenance & Support

Under this lot these services may include but shall not be limited to management of all library infrastructure hardware and software operations, including server and storage systems. Support production applications, whether open source, developed in-house, or third party.

Break fix – Focused on servers & storage.

Platform support and maintenance is the management of hardware and software architecture in order to allow applications to operate.

Platforms can include one or several of the following hardware and/or software components:- hardware architecture; operating systems; programming languages and frameworks; runtime libraries; application servers; databases; other middleware products.


Lot 7   IT Infrastructure Transition Services & Delivery

IT Infrastructure Transition Services is to assist Contracting Bodies when they need to move, re-build or re-deploy IT services from one organisation to another. Service Transition also makes sure that changes to services and Service Management processes between existing and new service provider are carried out in a coordinated way. This service may include but shall not be limited to:-

  • Knowledge management and transfer
  • Transition planning and support
  • Evaluation and service due diligence activities
  • Contingency planning and support
  • Identifying and implementing risk reduction measures
  • Service testing and validation

Lot 9   Disaster Recovery/ Business Continuity

This service should contain disaster recovery policies and procedures that are related to preparing for recovery or continuation of technology infrastructure which are vital, to organisations business continuity, after a natural or human-induced disaster. This service may include but shall not be limited to:-

  • Providing disaster recovery equipment and facilities
  • Resilience testing
  • Recovery testing and planning
  • Contingency planning and support
  • Identifying and implementing risk reduction measures


Lot 10 Back up and Data Services

A remote, online or managed backup service, provides users with a system for the backup, storage, and recovery of computer files.

This service may include but shall not be limited to:-

  • Infrastructure Support, Monitoring & Management
  • Agent Implementation
  • Service Implementation
  • DR Testing
  • Backup and Archive Schedules in line with Contracting Bodies’ policies
  • Data Restoration
  • Data Encryption and restoration services
  • Backup Clients and Agents
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