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Service desk 2022-25

National Audit Office

This public procurement record has 4 releases in its history.

AwardUpdate

04 Sep 2026 at 15:11

Award Notice
AwardUpdate

18 Sep 2025 at 14:32

Award Notice
AwardUpdate

25 Jul 2024 at 09:12

Award Notice
Award

14 Dec 2022 at 11:29

Award Notice
Summary of the contracting process

The National Audit Office (NAO) procured information technology services for an off-site service desk facility, supported by on-site service desk staff at its London and Newcastle offices. The requirement covers the delivery of service desk operations for the NAO, including implementation and transition into service. The procurement was for services and was suitable for small and medium-sized enterprises. The buyer is the National Audit Office, based at Buckingham Palace Road in London. The selected provider, XMA Ltd, supplies the service across the NAO’s London and Newcastle locations. This is a managed IT support and service desk requirement rather than a purchase of hardware, construction works or general professional services.

The procurement has been awarded and is complete. XMA Ltd was selected on 13 October 2022 through a selective call-off from the Crown Commercial Service Technology Services 3 Framework, using its service desk lots. The awarded contract value is £2,880,000 including VAT. The contract period runs from 1 April 2023 to 31 March 2028. The wider procurement record gives an original contract value of £960,000 including VAT and states that the value was varied by 50%; the current awarded value is £2,880,000. The contract commenced on 1 November 2022 and included a six-month implementation and transition period before service delivery. The requirement was evaluated through the framework call-off process.

This award indicates demand from the National Audit Office for a managed service desk combining remote operations with staff working directly from client offices. Suppliers pursuing comparable work with this buyer would need the capability to run an off-site IT service desk while also providing reliable on-site support in London and Newcastle. Credible competitors would benefit from established service management processes, effective transition and implementation capability, and sufficient operational capacity to support a national public body across multiple locations. Experience delivering information technology services and coordinating remote and on-site teams would be directly relevant. The opportunity also demonstrates that an SME can satisfy this type of requirement when operating through an established technology services framework and meeting the framework’s call-off requirements.

How relevant is this notice?

Notice Information

Notice Title

Service desk 2022-25

Notice Description

The National Audit Office (NAO) awarded a contract through the use of Lot 3a, Lot 3b, Lot 3c and Lot 3d of the Crown Commercial Service Technology Services 3 Framework Three (MCF3) to XMA Ltd. The supplier will provide offsite Service desk facility including onsite staff based in the NAO London and Newcastle offices. The contract will run for an initial period of 3 years from Tuesday 1st November 2022 to Friday 31st October 2025 with the option to extend for 2 periods of 12 months to Sunday 31st October 2027. Update July 2024 - We have included details on the optional extensions and the framework used to award this contract in 2022. As of September 2025 the contract has been extended

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-0ee5b399-81ef-44b7-adb4-d116d2cd70cf
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/5864650b-391c-48d4-a96c-8f6f1b7f475c
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Call-off from a framework agreement
Tender Suitability
SME
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

72222300 - Information technology services

Notice Value(s)

Tender Value
£1,920,000 £1M-£10M
Lots Value
Not specified
Awards Value
£1,920,000 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
18 Sep 20251 years ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
13 Oct 20224 years ago
Contract Period
1 Nov 2022 - 31 Mar 2027 4-5 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
National Audit Office
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SW1W 9SP
Postcode Area
South West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
Not specified
Local Authority
Westminster
Electoral Ward
Pimlico North
Westminster Constituency
Cities of London and Westminster

Supplier Information

Number of Suppliers
1
Supplier Name

XMA 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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