Transport for London in £70m plan to outsource helpdesk

Transport for London will spend up to £70 million outsourcing its IT helpdesk.


Transport for London will spend up to £70 million outsourcing its IT helpdesk.

TfL, which runs London’s transport systems, has issued a tender notice looking for suppliers to provide the service over a nine year period. The deal is likely to contribute towards the £2.4 billion savings earmarked by TfL over the next 10 years, which it will also achieve through refreshing back office processes and cutting jobs.

The winning bidder for the new contract will answer and log user queries around IT incidents on 18,000 PCs in use by TfL, and will also handle password administration. It will record, categorise and track all incidents and complaints, as well as attempting to advise users on a solution using a knowledge management tool.

It will also be expected to remotely resolve incidents where possible, as well as install new software remotely. Suppliers interested in participating have until 18 May to express their interest.

The deal may also eventually be extended to the Greater London Authority, which has 60,000 staff and helps manage London's administration, as well as local councils.

As part of TfL’s cost cutting plan, it is also making a raft of ticketing changes. Under a separate tender notice, for an undisclosed value, it is looking for specialist technical services for its fares and ticketing system.

Last year, TfL ditched its Oyster card contract with the TranSys consortium, and signed a new contract with EDS and Cubic for the future management and development of the card.

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