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Supplier support call 0345 010 3503

Technology Services

Contract ID: RM1058

Start Date: 27/05/2015

End Date: 27/05/2017


PLEASE NOTE: Technology Services (RM1058) has now closed and will be replaced by Technology Services 2 (RM3804) framework in August 2017.  Please visit the Technology Services 2 RM3804 web page for the latest indicative launch date and further information. 

The agreement was divided into 11 lots:


Help / service desk:

The single point of contact between a service provider and users within an organisation. A typical service desk manages incidents and service requests, and also handles communication with the users.


Desktop support:

The technical services offered by a support organisation to a user(s) experiencing problems with their computers. Support may be on either hardware or software running on the affected computing device. Support may include but is not limited to installations, moves, adds, changes and disposition, and local remote services.


Network management:

A set of hardware and/or software tools that allow an IT organisation to supervise the individual components of a network within a larger network management framework. Network management system components assist with, but are not limited to, network device discovery; network device monitoring; network performance analysis and intelligent notifications.


Network and content security:

Tasks or processes related to network security which can include, but are not limited to, device management; monitoring and remediation; email security including anti-spam, anti-malware and IP filtering; network intrusion detection and prevention; asset classification and change management; data leak protection, and the creation of access control policies.


Infrastructure and platform, maintenance and support:

Manage 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 and 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 middle-ware products.


Audit services and asset management:

Systematic and independent examination of data, statements, records, operations and performances (financial or otherwise) of IT software and hardware.

Audit services are formal inspections and verifications to check whether a standard or set of guidelines is being followed, that records are accurate, or that efficiency and effectiveness targets are being met.


IT infrastructure transition services and delivery:

To assist customers 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.


Service integration / service integrator:

To manage enterprise IT services delivered by multiple suppliers across different delivery models in one integrated enterprise service management process. IT service integration should address the following key challenges many customers struggle with:

  • Complexity, managing their internal and external suppliers within multi sourcing environments
  • Cost and effort, ensuring lower costs and improved performance are not losing ground to increased effort in effective supplier management
  • Transparency, ensuring there is end-to-end and cross-supplier service transparency with clear and consistent or unclear service reports
  • Roles and Responsibilities are clear and risks are managed to ensure no compromising contractual terms and conditions, regulatory non-compliance, or interrupted service provision
  • Compliance with contractual agreements, regulatory requirements, industry standards and business objectives.

Disaster recovery / business continuity:

Disaster recovery policies and procedures that are related to preparing for recovery or continuation of technology infrastructure which are vital to an organisation’s business continuity, after a natural or human-induced disaster. This service will include, but is not be limited to, resilience testing, recovery testing and planning and contingency planning and support.


Back up and data services:

A remote, on-line or managed backup service providing users with a system for the backup, storage, and recovery of computer files. Online backup organisations will provide this type of service to end users.


Asset disposal:

A computer recycling service that offers, but is not limited to, data destruction to UK Government CESG standards with certificated proof of erasure for every hard drive or data bearing asset; a managed IT disposal service that can be fully integrated with roll-out programmes and other service partners; full audit trail with itemised reporting; IT disposal services are WEEE compliant.



  • Reduced timescales and costs for the procurement of services - you do not need to run a full OJEU procurement, this has already been undertaken by the Crown Commercial Service. You simply need to identify your requirements, present these to the market and award a contract
  • Ease of use – The agreement is easy to use, with expert commercial advice available from us
  • Alternative solutions to longer term contracts and helps to ensure services and solutions are scalable for future service models, responding  to business demand,  enabling you to take advantage of the benefits of new and changing  technologies 
  • A multi-vendor supply base environment taking advantage of the benefits available in the wider market and supporting the UK growth agenda through opening market opportunities to specialist small businesses
  • Legality – The agreement is fully compliant with EU procurement regulations, EU procurement rules introduced in 2006 specifically recognise framework agreements as a legitimate route to market. This reduces procurement risk for you and reduces bureaucracy in the procurement process
  • Assured supplier standards – Providers appointed are ‘prequalified’ as to their general suitability. This means when buying services you are assured that they can meet their specified requirements
  • Pre-defined terms and conditions – Terms and conditions of contract have been established and all agreement suppliers have signed and accepted this agreement and terms and conditions of call-off. You are able to propose your own special terms provided there is no material amendment to the agreement terms
  • Collaboration – suppliers are able to collaborate to provide a cross organisational services by way of the collaboration agreement

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In the first instance please read the customer buyer's guide for full details on how you can access the agreement.

A further competition is the default method for awarding call-off contracts.

You must provide the suppliers with a minimum set of information that can be used to help propose solutions and price against requirements effectively.

If you require support in developing your market proposition, this can be procured through the use of our managed services or a private sector supplier.

Further competitions

Further competitions may be run using the CCS eSourcing tool or your own choice of eSourcing method/tool/portal. However, please note that the RFQ and/or Free Text Requisition functions provided on the Government eMarketplace platform are not suitable or approved for use under this agreement. 

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Cash savings will be demonstrated based on:

The purchase prices of the services taken against a benchmark service (from information provided by the customer).


A price vs. market comparison from the mini-competition process, if the former is not available.

Baseline data for the incumbent services and the procurement activity will be required from each customer in the form of a Customer Benchmark Record, which must be submitted to CCS following the award of the call-off contract.

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This agreement is the next iteration of its predecessor RM717 – IT Managed Services.

The agreement has been redesigned to comply with GDS requirements to disaggregate large and complex contracts. A lot structure has been adopted to accommodate this.

This agreement has been designed to deliver local and regional IT services such as desktop; enterprise application managed services; computer rooms and local networks services by actively encouraging SMEs to participate.

The procurement to establish this agreement was aligned with the Government ICT Strategy of March 2011 and supports the core objectives of: reducing waste and project failure, stimulating economic growth and using ICT to enable and deliver change.

The agreement is fully managed by us. We will apply supplier relationship management principles to effectively manage the suppliers and continually monitor the cost of service packages and further competitions to ensure best value is maintained.

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Lot details

Lot Number Lot Name Lot Category Number of Suppliers Contract Expiry
1 Expired Technology 1 - click here to view suppliers 27/05/2017

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Framework Manager Contact Details

Lianne Garvey

0345 410 2222

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