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PR2339 Saas-based ITSM Solution

Parliamentary and Health Service Ombudsman

This public procurement record has 1 release in its history.

Award

28 Aug 2026 at 14:25

Award Notice
Summary of the contracting process

The Parliamentary and Health Service Ombudsman procured a software package and information system for IT service management (ITSM), delivered as a software-as-a-service solution. The requirement covers the provision of the ITSM platform together with associated data services and data-processing services. The work is delivered in England for the Ombudsman, based in Manchester. This is a technology supply requirement rather than construction or consultancy work, and is relevant to providers of cloud-based service-management software, implementation and support services, and related data-processing capability. The requirement is classified as software package and information systems, with data services and data-processing services as additional categories. The contract includes a one-year extension option.

The procurement is complete and has been awarded through a direct award. The tender submission deadline was 8 June 2026, and the contract was awarded on that date to Hornbill Technologies Limited. The awarded value is £219,101.76. The contract period runs from 12 June 2026 to 11 June 2029, with a one-year extension option. The Parliamentary and Health Service Ombudsman is the buyer. The requirement was treated as a goods procurement and was identified as suitable for small and medium-sized enterprises. The available outcome records one active award to Hornbill Technologies Limited; the published process does not set out a scored evaluation basis.

This award confirms demand from the Parliamentary and Health Service Ombudsman for a cloud-based IT service-management platform supported by data services and data processing. A credible future competitor would need a mature SaaS ITSM product, the capacity to provide reliable service-management functionality over a multi-year public-sector contract, and the ability to manage associated data securely and consistently. Providers should be able to demonstrate implementation, operational support and continuity at an organisational scale suitable for a national public-service body. The requirement is explicitly suitable for SMEs, so specialist ITSM software companies and smaller providers with strong delivery partners may be well placed, provided they can match the capability and support expected by this buyer.

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Notice Information

Notice Title

PR2339 Saas-based ITSM Solution

Notice Description

This contract has a one year extension option.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-095533ea-8f86-4e19-b90b-3af7a4582a3d
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/26e7c7be-b71b-4601-a383-92dc71701e6e
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Direct
Procurement Method Details
Direct award
Tender Suitability
SME
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

72 - IT services: consulting, software development, Internet and support

CPV Codes

48000000 - Software package and information systems

72300000 - Data services

72310000 - Data-processing services

Notice Value(s)

Tender Value
£219,101 £100K-£500K
Lots Value
Not specified
Awards Value
£219,101 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
28 Aug 20262 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
8 Jun 20263 months ago
Contract Period
12 Jun 2026 - 11 Jun 2029 3-4 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Parliamentary and Health Service Ombudsman
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
MANCHESTER
Postcode
M2 3HQ
Postcode Area
Manchester
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD3 Greater Manchester
Small Region (ITL 3)
TLD33 Manchester
Delivery Location
TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England)
Local Authority
Manchester
Electoral Ward
Deansgate
Westminster Constituency
Manchester Central

Supplier Information

Number of Suppliers
1
Supplier Name

Hornbill Technologies Limited

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.

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