Outsourcing of DSB IT operating and support activities.
DSB Koncernen | Published February 24, 2012
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DSB is an Independent Public Company owned by the Danish Ministry of transport. The prime business area of DSB is railroad operation in Denmark. With this procurement DSB wishes to outsource parts of its IT operation, currently undertaken by DSB itself.
The procurement covers, inter alia (1) the provision, establishment and operation of IT infrastructure and business applications, including: data centre services, service desk and end-user services. (2) the management, administration and operation of IT infrastructure provisioned through third party contracts owned by DSB, including network services and voice services. (3) the management of the above mentioned third party contracts on behalf of DSB.
Application development and maintenance are not part of the services to be procured.
Part of the supplier’s responsibility shall be to ensure that data centres, server infrastructure etc. are of such nature and quality that the required service levels of DSB can be met. The supplier may use DSB’s existing data centres under certain conditions. The end user services include development and roll out of images and software packages to client workstations and general maintenance of client workstations and various equipment used by DSB staff and customers, as part of the railroad operations.
DSB has entered into a number of contracts concerning delivery of services regarding network, voice and maintenance of equipment and applications with various telecommunications companies and service providers. DSB wishes to continue this approach, but the supplier chosen as a result of this procurement shall undertake the daily management and governance of some of these contracts as part of the outsourcing agreement.
The supplier shall advise and assist DSB in various business and infrastructure projects falling within the supplier’s field of business.
Transfer of employees will be part of the tender. Currently DSB has approx. 80 staff appointed on an individual or group contract basis (non-civil servants), employed to provide the services that are in scope for the tender. Of these approx. 45 employees are working with IT Data Centre services, approx. 10 with network and voice services, approx. 10 with IT Service Desk and Help Desk services and approx. 15 with End User services.
The current operations setup and baseline is summarised below (the numbers are indicative only):
Data Centre Services.
— 3 newish data centres, app. Tier2, plus 2 smaller, older ones: 3 000 switch ports, 400 SAN switch ports, 150 rack equivalents,
— 500 physical and 500 virtual windows servers, 12 Solaris servers, and 100 physical Linux servers,
— SAN 300 TB (raw) virtual disk solutions including Solid state disks,
— disk based mirrored backup solution equal to 2,5PB tape capacity,
— 1 400 SQL databases, 300 server applications, and 40 SAP instances of the modules (ERP/ECC, Portal, BI, SEM, and SolMan) implemented in a Windows environment,
— 120 Citrix servers (included in the above numbers), with 1 100 concurrent users,
— 15 physical and 50 virtual Cisco Firewalls,
— 1 Legacy Tandem installation, which is under remote service management.
— 9 300 users (4 300 laptops and 4 400 desktops),
— app. 6 000 of the workstations are on an SCCM based image, the rest have been manually installed,
— 1 500 network printers and 100 other printers,
— 500 units of special equipment on train stations (information monitors, ticket printers etc.).
— HP Service Center based with 7 users,
— 95 000 calls / mails are handled per year.
Network and Voice services, and other contracts (to be administered).
The volume of DSB’s key contracts in this field is presently:
— 8 500 mobile phone subscriptions,
— 550 landline subscriptions,
— 900 PSTN lines,
— 60 Banedanmark subscriptions,
— 82 ISDN lines,
— 30 Sales terminals at private addresses,
— 1 250 subscriptions to wireless communication, and 780 mobile broad band subscriptions,
— 1 380 ADSL subscriptions,
— plus various other service and maintenance contracts related to DSB’s IT operation.