ICT Managed Service Provider - Ferguslie Park Housing Association

Ferguslie Park Housing Association (FPHA) is an independent community-based housing association with over 800 properties and we are governed by a volunteer management committee, many of whom are our customers.

We are a registered social landlord and a society under the Co-operative and Community Benefit Societies Act 2014. We have been a registered Scottish Charity since 2003 and do not distribute our surpluses, but rather, we reinvest these for the benefit of our current and future customers.

We have one wholly-owned subsidiary, the New Tannahill Centre Ltd. It is also a registered Scottish Charity and is run by a committee of volunteers. Together we form The Ferguslie Group.

FPHA are undertaking a procurement to appoint a suiably competent, experienced and knowledgeable ICT Managed Service Provider for upto a maximum of 5 years from appointment.

The ICT environment is critical to the delivery of frontline social housing services.

The scope of the contract includes the 24/7/365 support of the Group’s ICT provision and will also include planned hardware and software updates over the period of the appointment.

From an ICT viewpoint, FPHA, is a “single site” operation from its head office in the Tannahill Centre, 76 Blackstoun Road, Paisley, PA3 1NT where the secure server room is located. Primarily FPHA is single-site operation with remote and mobile working capability.

The MSP is expected to deliver the following key services

• Strategic architecture
• Onboarding of all services in-scope of the solution
• First-, second- and third-line service desk
• Hosting, including support for the servers and associated storage
• Security infrastructure including firewall management
• Security Operations Centre which is staffed 24x7 and can readily respond to and independently action any alerts particularly outside of FPHA’s normal business hours
• Resilient connectivity between FPHA’s Head Office and the hosting service
• Resilient Internet connectivity
• Telephone system
• Local Wired and Wireless Area Networks
• End-user support, with on-site visits if and as required
• Building of new end-user devices and maintenance of these builds
• Patching
• Backup including

Private/Public cloud hosted services

Office 365 services including Email, OneDrive and SharePoint

• Monthly service reports and meetings

The final scope and delivery model will be refined during mobilisation in agreement with the Contractor