Award

Helpdesk Software

H M REVENUE & CUSTOMS

This public procurement record has 1 release in its history.

Award

31 Jan 2023 at 14:07

Award Notice
Summary of the contracting process

The contracting authority for this tender is H M Revenue & Customs, located in Salford, United Kingdom. The title of the procurement process is "Helpdesk Software" within the IT services category. The procurement stage is in the award phase, with a contract value of £294,000 GBP. The procurement method is selective, involving a call-off from a framework agreement. The tender period ended on 14th January 2023, and the contract period spans from 15th January 2023 to 15th January 2024.

This tender for "Helpdesk Software" by H M Revenue & Customs offers opportunities for business growth, especially for small and medium enterprises (SMEs) in the IT services sector. Businesses providing consulting, software development, Internet, and support services are well-suited to compete. The contract value of £294,000 GBP presents a lucrative opportunity for eligible businesses to showcase their capabilities and win the contract. The provision of multi-channel helpdesk software with various features ranging from email ticketing to social media integration aligns with the needs of modern customer service management.

Find more tenders on our Open Data Platform.
How relevant is this notice?

D3 Tenders Premium

Win More Public Sector Contracts

AI-powered tender discovery, pipeline management, and market intelligence — everything you need to grow your public sector business.

Start Free Trial Book a Demo
All Features Pricing

Notice Information

Notice Title

Helpdesk Software

Notice Description

The provision of multi-channel helpdesk software for managing customer and citizen requests via email, forms, chat, social and voice. Features include: * Email ticketing. Manage conversations between users and staff (agents) * Knowledgebase & Manuals. Publish a full set of self-help articles. * Live Chat. Provide 1-1 chat sessions with users. * Voice. Talk to customers with no hardware needed. * News. Publish a blog like set of news content. * ITIL. IT service desk features (e.g. Incidents and Problems). * Mobile Applications. iOS and Android apps are provided free. * Reporting System. Full and detailed reporting system to analyse performance. * CRM. Manage users and organisations. * Social Media. Facebook, Twitter, Whatsapp, Instagram and Wechat

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-2c9ef3ee-2e42-4777-8df7-8000f1e124a9
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/b1448d04-c66f-4bce-8388-da52b4b4ecd3
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

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value
£294,000 £100K-£500K
Lots Value
Not specified
Awards Value
£294,000 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
31 Jan 20233 years ago
Submission Deadline
14 Jan 2023Expired
Future Notice Date
Not specified
Award Date
15 Jan 20233 years ago
Contract Period
15 Jan 2023 - 15 Jan 2024 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
H M REVENUE & CUSTOMS
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
SALFORD
Postcode
M3 5BS
Post Town
Manchester
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD3 Greater Manchester
Small Region (ITL 3)
TLD34 Greater Manchester South West
Delivery Location
Not specified
Local Authority
Salford
Electoral Ward
Blackfriars & Trinity
Westminster Constituency
Salford

Supplier Information

Number of Suppliers
1
Supplier Name

DESKPRO

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

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. 

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-b5fd17-2c9ef3ee-2e42-4777-8df7-8000f1e124a9-2023-01-31T14:07:03Z",
    "date": "2023-01-31T14:07:03Z",
    "ocid": "ocds-b5fd17-2c9ef3ee-2e42-4777-8df7-8000f1e124a9",
    "language": "en",
    "initiationType": "tender",
    "tender": {
        "id": "CW84559",
        "title": "Helpdesk Software",
        "description": "The provision of multi-channel helpdesk software for managing customer and citizen requests via email, forms, chat, social and voice. Features include: * Email ticketing. Manage conversations between users and staff (agents) * Knowledgebase & Manuals. Publish a full set of self-help articles. * Live Chat. Provide 1-1 chat sessions with users. * Voice. Talk to customers with no hardware needed. * News. Publish a blog like set of news content. * ITIL. IT service desk features (e.g. Incidents and Problems). * Mobile Applications. iOS and Android apps are provided free. * Reporting System. Full and detailed reporting system to analyse performance. * CRM. Manage users and organisations. * Social Media. Facebook, Twitter, Whatsapp, Instagram and Wechat",
        "status": "complete",
        "classification": {
            "scheme": "CPV",
            "id": "72000000",
            "description": "IT services: consulting, software development, Internet and support"
        },
        "items": [
            {
                "id": "1",
                "deliveryAddresses": [
                    {
                        "countryName": "United Kingdom"
                    }
                ]
            }
        ],
        "value": {
            "amount": 294000,
            "currency": "GBP"
        },
        "procurementMethod": "selective",
        "procurementMethodDetails": "Call-off from a framework agreement",
        "tenderPeriod": {
            "endDate": "2023-01-14T12:00:00Z"
        },
        "contractPeriod": {
            "startDate": "2023-01-15T00:00:00Z",
            "endDate": "2024-01-15T23:59:59Z"
        },
        "suitability": {
            "sme": true,
            "vcse": false
        },
        "mainProcurementCategory": "services"
    },
    "parties": [
        {
            "id": "GB-GOR-D25",
            "name": "H M Revenue & Customs",
            "identifier": {
                "legalName": "H M Revenue & Customs",
                "scheme": "GB-GOR",
                "id": "D25"
            },
            "address": {
                "streetAddress": "Trinity Bridge House, 2 Dearmans Place",
                "locality": "Salford",
                "postalCode": "M3 5BS",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "name": "Sarah Phillips",
                "email": "sarah.phillips@hmrc.gov.uk"
            },
            "roles": [
                "buyer"
            ]
        },
        {
            "id": "GB-COH-04249340",
            "name": "DESKPRO LTD",
            "identifier": {
                "legalName": "DESKPRO LTD",
                "scheme": "GB-COH",
                "id": "04249340"
            },
            "address": {
                "streetAddress": "79 Hartfield Road LONDON SW19 3ES GB"
            },
            "details": {
                "scale": "sme",
                "vcse": false
            },
            "roles": [
                "supplier"
            ]
        }
    ],
    "buyer": {
        "id": "GB-GOR-D25",
        "name": "H M Revenue & Customs"
    },
    "awards": [
        {
            "id": "ocds-b5fd17-2c9ef3ee-2e42-4777-8df7-8000f1e124a9-1",
            "status": "active",
            "date": "2023-01-15T00:00:00Z",
            "datePublished": "2023-01-31T14:07:03Z",
            "value": {
                "amount": 294000,
                "currency": "GBP"
            },
            "suppliers": [
                {
                    "id": "GB-COH-04249340",
                    "name": "DESKPRO LTD"
                }
            ],
            "contractPeriod": {
                "startDate": "2023-01-15T00:00:00Z",
                "endDate": "2024-01-15T23:59:59Z"
            },
            "documents": [
                {
                    "id": "1",
                    "documentType": "awardNotice",
                    "description": "Awarded contract notice on Contracts Finder",
                    "url": "https://www.contractsfinder.service.gov.uk/Notice/b1448d04-c66f-4bce-8388-da52b4b4ecd3",
                    "datePublished": "2023-01-31T14:07:03Z",
                    "format": "text/html",
                    "language": "en"
                },
                {
                    "id": "2",
                    "documentType": "contractSigned",
                    "url": "https://www.contractsfinder.service.gov.uk/Notice/Attachment/d274f774-f8f7-457b-9721-eda955553492",
                    "format": "application/pdf"
                }
            ]
        }
    ]
}