Service Desk Software - Knowledge & Library Services

NHS ENGLAND

There are 2 contracts in this contracting process.

Summary of the contracting process

NHS England has completed the re-procurement of a service desk platform with knowledge management and change management capabilities to support the National Knowledge and Library Services team. The procurement process falls under the industry category of software package and information systems. This selective procurement, a call-off from a framework agreement, was awarded to Freshworks Inc. The contract period commenced on 1 March 2025 and will end on 28 February 2026, with the total contract value amounting to GBP 32,000. The procurement specifically considers suitability for small and medium enterprises (SMEs), making it a strategic opportunity for smaller businesses.

This tender can foster business growth for companies specialising in software packages and information systems, especially if they have robust service desk solutions with integrated knowledge and change management functions. SMEs are particularly well-positioned to compete, given the procurement's suitability criteria. By securing such contracts with prominent organisations like NHS England, businesses can enhance their portfolio and gain significant market exposure. This selective procurement also suggests the need for firms already familiar with framework agreements, offering them an opportunity to leverage their existing strengths and expertise.

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Service Desk Software - Knowledge & Library Services

NHS ENGLAND

Contract Timeline

Publication Date

3rd April 2025 08:51:32 AM
Contract Summary

Re-procurement of a service desk platform with knowledge management and change management capabilities to support the National Knowledge and Library Services team.
Contract Details

Open Contracting ID

ocds-b5fd17-6aebfb41-2ad5-49c7-b7e4-a3f10661b2c0

Publication Source

Contracts Finder

Procurement Stage

Award

Procurement Method

Selective

Procurement Method Details

Call-off From A Framework Agreement

Procurement Category

N/A

Tender Suitability

SME

Framework / DPS

Framework
Contract Classification

CPV Code(s)

48000000

CPV Division(s)

48 - Software package and information systems
Awarding Authority

NHS ENGLAND

Buyer Name

NHSE DDAT Commercial Team

Buyer Email

england.commercialqueries@nhs.net

Buyer Phone

Buyer Address

7-8 Wellington Place

Leeds

LS1 4AP

GB
Awarded Supplier(s)

Supplier Name(s)

FRESHWORKS INC.

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Award

Service Desk Software - Knowledge & Library Services

NHS ENGLAND

Contract Timeline

Publication Date

27th March 2025 11:32:21 AM
Contract Summary

Re-procurement of a service desk platform with knowledge management and change management capabilities to support the National Knowledge and Library Services team.
Contract Details

Open Contracting ID

ocds-b5fd17-6aebfb41-2ad5-49c7-b7e4-a3f10661b2c0

Publication Source

Contracts Finder

Procurement Stage

Award

Procurement Method

Selective

Procurement Method Details

Call-off From A Framework Agreement

Procurement Category

N/A

Tender Suitability

SME

Framework / DPS

Framework
Contract Classification

CPV Code(s)

48000000

CPV Division(s)

48 - Software package and information systems
Awarding Authority

NHS ENGLAND

Buyer Name

NHSE DDAT Commercial Team

Buyer Email

england.commercialqueries@nhs.net

Buyer Phone

Buyer Address

7-8 Wellington Place

Leeds

LS1 4AP

GB
Awarded Supplier(s)

Supplier Name(s)

FRESHWORKS INC.

View contract on Contracts Finder

Service Desk Software - Knowledge & Library Services

NHS ENGLAND

Contract Timeline

Contract Summary

Contract Details

Contract Classification

Awarding Authority

Awarded Supplier(s)

Service Desk Software - Knowledge & Library Services

NHS ENGLAND

Contract Timeline

Contract Summary

Contract Details

Contract Classification

Awarding Authority

Awarded Supplier(s)