Award

Provision of an IT Service Management ITSM

CABINET OFFICE

This public procurement record has 2 releases in its history.

AwardUpdate

10 Dec 2025 at 15:29

Award Notice
Award

09 Dec 2024 at 15:20

Award Notice
Summary of the contracting process

The Cabinet Office has completed the procurement of an IT Service Management solution titled "Provision of an IT Service Management ITSM," classified under the software package and information systems category. The process followed a selective procurement method as a call-off from a framework agreement. The procurement stage has concluded with an award update on 10th December 2025. The contract period starts on 30th November 2024 and will end on 29th November 2026. The project is located in London, with a delivery address postal code of SW1A 2BQ. A total value of £361,089 was awarded to the supplier, Freshworks Inc.

This tender presents substantial growth prospects for businesses specialising in SaaS-based IT solutions, particularly those with advanced capabilities in smart automation and GenAI features. It offers a chance to collaborate with a significant government department and potentially lead to future engagements. While the process involved a selective call-off from an established framework, larger IT firms with substantial resources would be well-suited for such opportunities, given the Cabinet Office's preference for robust and scalable service solutions.

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Notice Information

Notice Title

Provision of an IT Service Management ITSM

Notice Description

SaaS based IT Service Management product software solution. Featuring an intuitive UI, robust ticketing - Incident, Problem, Change and Release Management, powerful self-serve portal with service catalogue & knowledge management, reporting, integration capabilities, smart automation and GenAI capabilities.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-17dfab11-3ad8-41b1-bf7b-932fabd521bd
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/4ef91f24-10e8-4437-82cc-a1d18909046e
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
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

CPV Codes

48000000 - Software package and information systems

Notice Value(s)

Tender Value
£361,089 £100K-£500K
Lots Value
Not specified
Awards Value
£361,089 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
10 Dec 20252 months ago
Submission Deadline
25 Nov 2024Expired
Future Notice Date
Not specified
Award Date
28 Nov 20241 years ago
Contract Period
30 Nov 2024 - 30 Nov 2025 1-2 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
CABINET 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
SW1A 2AS
Post Town
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
St James's
Westminster Constituency
Cities of London and Westminster

Supplier Information

Number of Suppliers
1
Supplier Name

FRESHWORKS

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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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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