I am writing to request information under the Freedom of Information Act 2000 regarding the asset and fault management systems currently used within your organisation. The purpose of this request is to better understand the landscape of such systems across government agencies and to explore whether there is potential for efficiency gains and cost savings through system consolidation.
I would be grateful if you could provide the following information:
The number of distinct Asset and/or Fault Management Systems currently in use within your organisation?
For each identified system, please provide:
a. The name of the supplier or vendor.
b. The functional scope of the system (e.g., facilities, IT assets, infrastructure, etc.).
c. Any features considered to be specialist or specific to the agency’s use case.
d. The approximate number of users.
e. The total contract value (including any extensions or renewals, if applicable).
f. The duration of the contract (initial term and any extension periods).
g. The start and end dates of the contract.
in response to all of the questions above, we can confirm that there are three Asset and/or Fault Management Systems currently in use. In response to the questions you raise and in relation to each system, we can therefore confirm the following:
Zoho Desk
a. The name of the supplier or vendor. Zoho Desk
b. The functional scope of the system (e.g., facilities, IT assets, infrastructure, etc.). IT system support helpdesk
c. Any features considered to be specialist or specific to the agency’s use case. N/A
d. The approximate number of users. 74
e. The total contract value (including any extensions or renewals, if applicable). £15984
f. The duration of the contract (initial term and any extension periods). 12 month subscription
g. The start and end dates of the contract. 2025/26 financial year
Ivanti
a. The name of the supplier or vendor: Software supplier Ivanti, purchased via Softcat
b. The functional scope of the system (e.g., facilities, IT assets, infrastructure, etc.): ITSM (IT system management) – used for managing services provided to our IT users customers, including incident management, service request management, change management, etc.
c. Any features considered to be specialist or specific to the agency’s use case: None, other than screen changes and lookup values specific to the organisation.
d. The approximate number of users: 150+ staff for a range of key ITSM processes.
Up to 20,000 users with the potential to increase, are expected to access the ITSM portal.
e. The total contract value (including any extensions or renewals, if applicable): £205K for the initial 3 years
1 year extension unknown at this stage, but expected in region of £50K to £75K
f. The duration of the contract (initial term and any extension periods).: The duration is 36 months with the option to extend for a further 12 months.
g. The start and end dates of the contract: Initial 3 years – 21/08/2023 to 20/08/2026
1 Year extension – 21/08/2026 to 20/08/2027
Concerto
a. The name of the supplier or vendor.
Concerto
b. The functional scope of the system (e.g., facilities, IT assets, infrastructure, etc.).
Property Asset Management System (Buildings)
• Asset info. E.g. Condition, asbestos, deeds
• Plant and equipment servicing
• Project management system
• Ordering/ Invoice system
• Helpdesk
c. Any features considered to be specialist or specific to the agency’s use case.
Some very minor customisations for this authority.
d. The approximate number of users.
Approx 300 for this authority. It is part of a multi authority system, with a larger number of users.
e. The total contract value (including any extensions or renewals, if applicable).
The system is provided by our joint venture partner, and is part of a multi authority system. Costs are part of the JV arrangement and not charged separately.
f. The duration of the contract (initial term and any extension periods).
Part of the JV arrangements. The JV arrangement with Concerto is on rolling basis.
g. The start and end dates of the contract.
See f. The JV arrangement will next be reviewed in 2027.
Is your organisation actively exploring or open to the idea of consolidating multiple systems into a single platform to achieve cost savings or operational efficiencies?
Concerto is a multi functional system that largely meets our needs in a single system. However platform changes and proposed changes to the multi authority set up and costing, means that we have been reviewing alternatives
Please provide the contact details (name, role, and email address) of the person best placed to discuss system rationalisation and future procurement opportunities.
scomis@devon.gov.uk
Mike.Burlace@norsegroup.co.uk , Asset Planning Manager (for Devon County Council JV).
Fiona.Bradshaw@Norsegroup.co.uk ,IT Business Partner (Norsegroup contract manager for Concerto).