The new contract will enable the NHS to get professional, scaleable and consistent first-line support giving access to required technical support for applications such as the NHS Care Records Service (NHS CRS), Choose and Book, Electronic Prescriptions Service (EPS), and Picture Archiving and Communications Service (PACS).

The contract has two elements:

Core services

Professional national service desk support, capable of managing all the user support, reports and incidents that may be associated with National Programme for IT (NPfIT) systems and services.  It will meet the support needs of end users, and will be fully available and effective as the range of systems and services come on stream.  This element will replace and scale up the functions currently provided directly by NHS Connecting for Health. The solution incorporates industry best practice and standards for support service.

Framework services

In addition, the NHS can utilise the framework arrangement services. These services are optional, and will provide a contractual framework under which service desk support for a wider range of IT systems and services can be obtained from Fujitsu should local NHS management believe this would offer a better choice enabling them to deliver better quality of service and/or value for money in the future. NHS organisations will need to fund any services they obtain through the framework arrangement services. This arrangement allows NHS organisations to take advantage of nationally negotiated prices.

The NHS Connecting for Health Service Desk provided by Fujitsu Services Ltd will replace, and scale up, the existing NHS Connecting for Health National Service Desk.  Following a transition period, it is anticipated that services will transfer to Fujitsu during autumn 2006.

The contract was awarded following a tendering competition conducted in accordance with European Union Law.