Case 487142

The Scottish Government has a requirement to place a contract with an external service provider for the provision of an IT Managed Service to Maintain the Level of Service Case Management Inventory (LS/CMI) System.

The Scottish Government has a requirement to place a contract with an external service provider for the provision of an IT Managed Service to Maintain the Level of Service Case Management Inventory (LS/CMI) System.

The 2021-22 Programme for Scottish Government document sets out the intention to promote a fairer more equal society. This contract will assist by supporting Justice Social Workers (JSW) and the Scottish Prison Service (SPS) to assess and manage the level of risk posed by certain individuals to the public and to inform their case management needs.

A summary of the Service Providers responsibilities is as follows;

-Bug/issue fixing as and when identified by users;

• Service Help Desk (email/helpdesk number) as central

point of contact for raising any system

errors/issues and addressing these promptly and

effectively;

• Security patching where dictated in support of the

development/test instance;

• Release management, system updates and installation;
• Provide advice and support to all agencies using the

system on an ongoing basis;

• Where new content/change requests are identified and

approved by the Scottish Government, the IT Managed

Service Provider will develop, test, and implement

new applications and provide appropriate guidance

and support to users;

• Until the system is migrated to cloud, in order to

maintain the high security level of the PSN system,

a series of annual IT health checks (including PEN

tests) require to be carried out. In addition, a

detailed audit log requires to be maintained to

capture all actions within the database.

• Maintain close communication with the Scottish

Government through a representative attending

quarterly meetings of the LS/CMI Change Board to

ensure effective communication between all agencies

about the cause and effects of any changes that are

to be installed to the system.