Overview

The Transport and Data Managed Services Lot within the Framework provides public sector and operator purchasers with a range of secure, reliable, and scalable 'managed' solutions for handling the movement and management of critical transport and data information and services. By using managed services, purchasers benefit from expert monitoring, proactive issue resolution, and optimised infrastructure without the burden of managing complex systems in-house, all while maintaining compliance, security, and performance standards.

This Framework Lot (Part 6) is for the provision of a Scholars Travel Managed Service, with an ability to support Commercial and Entitlement travel also. The Managed Service Layer shall deliver, operate, support, and continuously improve the following components as a fully managed Software-as-a-Service (SaaS) environment to form a complete Commercial Travel Managed Service:

• Commercial & Concessionary Travel Customer Management System (CCT-CMS) with Web Portal

• ITSO AMS-HOPS

• Optional ITSO Business Intelligence Software (BIS)

The Managed Service wraps the core technical platforms in a framework of service governance, operational management, supplier coordination, compliance assurance, and proactive improvement. This shall enable scheme operators to focus on service outcomes rather than technical administration.

The Suppliers deliver the following service management objectives:

• End-to-End Service Ownership – Full operational responsibility for all covered systems and integrations from implementation to contract exit, including migrations, upgrades, and change delivery.

• Single Point of Accountability – A centralised Service Desk and supplier coordination for all incidents, requests, and enhancements across all components.

• Continuous Improvement – Ongoing analysis of performance data, KPIs, and emerging technologies to drive service enhancements and innovation.