ICT Managed Service Partner

The ICT Support at LAAT is currently provided by a single outsourced support provider who provides a mix of scheduled onsite visits and remote support. This contract will end in March 2027, and so the Trust needs to run a procurement to ensure continuity of service. In addition to this, the Trust is planning a major ICT related investment and commitment to pupil learning by implementing a Trust wide 'One to One' (hereafter, 1:1) mobile device scheme for its students. The Trust has already piloted a 1:1 mobile device scheme using Apple iPads so the Trust understands its requirements clearly. Going forward, given both the scale of the requirement and the need to sustain and develop the programme over five years the point has been reached where a significant procurement exercise is needed to both be compliant with the Procurement Act and ensure best value with a capable partner going forward. Therefore, LAAT is taking the opportunity to go to the market to identify the best innovative and forward-looking partner to work with them in the support, delivery and development of their ICT provision over the next five years providing both the Managed Service Support and potentially 1:1 device procurement and support. Given the significant investment in Apple devices, and based on experience from the pilot 1:1 project, the Trust will require specific training and CPD on the use of Apple devices and education specific applications in the classroom (including, but not limited to, Showbie - which is currently used in the pilot schools) from an appropriately accredited training provider, with 'real-world' experience of Apple devices being used in a 1:1/classroom context. The Trust is open to the MSP providing this training, but the Trust has built up a strong relationship with an existing 3rd party supplier in this area, and reserves the right to continue this relationship to ensure the most effective use of the 1:1 devices and the best outcomes for the 1:1 project. This procurement includes (but may not be limited to) the items listed below.

• A core managed service, management of all ICT against an agreed SLA
• A Service Desk, available 52 weeks a year including out of hours access providing a 'remote fix' to issues as they are reported where possible
• On-site school staffing which suppliers deem necessary to deliver the service and meet the SLA requirements
• Support for the Trust's Safeguarding/Filtering solution, Securly
• Support for the Trust's Barracuda email security/Anti phishing solution
• Strategic advice and direction to the Trust regarding ICT
• Responsibility for design, specification, installation, and management of all ICT infrastructure
• Supply of goods and services based on an agreed Best Value approach
• Management of 3rd parties where relevant to the ICT support
• Relevant monitoring, management, patching
• Responsibility for ensuring appropriate backup and anti-virus is in place
• Regular performance reporting
• Support for cybersecurity readiness
• CPD and training - digital skills and curriculum as necessary across Microsoft and Apple devices/software
• There is an expectation that the provider will support and/or drive innovation
• Maintain technical documentation
• Maintain operational documentation, for example inventory management and risk registers
• Collective partnership targets aligned to the Trust's objectives
• In Trust support for the integration and upgrade of the connectivity, communications and security infrastructure as required, including liaising with relevant third parties on behalf of the Trust
• Suppliers may be required to deliver a range of technology and change management projects in addition to the providing the core managed service.
• Enhanced support during OFSTED visits, Exam periods, and around results days for Exams
• The potential supply of a significant amount of Apple iPad devices - currently estimated to be c.2,500 over 5 years

o A comprehensive managed service for repair and replacement,  Repair and/or replacement of devices  enrol/re-enrol hardware into the management console

• Provision and management of VoIP phones/telephony across the trust