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FIRST LINE OUT OF HOURS SERVICE DESK

Maritime & Coastguard Agency

This public procurement record has 1 release in its history.

Award

28 Jul 2026 at 11:15

Award Notice
Summary of the contracting process

The Maritime and Coastguard Agency procured a first-line out-of-hours IT service desk and software support service. The requirement provides continuous cover across the year: service is required from 17:00 to 07:00 on weekdays, with full 24-hour cover at weekends and on bank holidays. The service supports the agency’s IT Service Desk by providing first-line assistance outside normal working hours. Delivery covers the United Kingdom, the Channel Islands, the Isle of Man, Europe, British Overseas Territories and the rest of the world. This is a service procurement rather than a goods or construction requirement, and is classified as software support services. The buyer is based at Spring Place, 105 Commercial Road, Southampton, England.

The procurement is complete and has been awarded through a selective call-off from a framework agreement. The response deadline was 4 February 2026 at 11:00. The contract was awarded on 19 May 2026 to XMA Limited for £194,056.49 including the stated GBP currency. The contract period runs from 19 May 2026 to 19 May 2028. There are no separate lots reported. The published suitability assessment indicates that the requirement was not suitable for SMEs or voluntary, community and social enterprise organisations. The award is active, and XMA Limited is the selected supplier. The procurement was evaluated through the framework call-off route, with the requirement focused on providing the specified out-of-hours first-line service desk and software support.

This award shows sustained demand from the Maritime and Coastguard Agency for outsourced first-line IT support operating across multiple territories and time zones. A credible future supplier would need the operational capacity to provide reliable cover every night, throughout weekends and bank holidays, for a full-year service. Relevant strengths would include an established service desk, resilient staffing and escalation arrangements, software support capability, and the ability to coordinate service delivery across the United Kingdom, Europe and wider international locations. The buyer’s assessment that the requirement was unsuitable for SMEs and voluntary, community or social enterprise organisations indicates that scale, continuity and organisational resources are important competitive factors. Large IT support providers or consortiums with equivalent coverage would therefore be better placed.

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Notice Information

Notice Title

FIRST LINE OUT OF HOURS SERVICE DESK

Notice Description

The IT Service Desk requires an Out-of-Hours service operating seven days a week, covering 17:00-07:00 on weekdays, and providing full 24-hour coverage across weekends and bank holidays, totalling 365 days a year.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-9542d1e0-9c14-4dd0-a48d-eaed0f6d5194
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/5c8401c3-6f98-427b-9ffd-8a67b339df92
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

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

CPV Codes

72261000 - Software support services

Notice Value(s)

Tender Value
£194,056 £100K-£500K
Lots Value
Not specified
Awards Value
£194,056 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
28 Jul 20262 months ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
19 May 20264 months ago
Contract Period
19 May 2026 - 19 May 2028 2-3 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
Maritime & Coastguard Agency
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
SOUTHAMPTON
Postcode
SO15 1EG
Postcode Area
Southampton
Country
England
Major Region (ITL 1)
TLJ South East (England)
Basic Region (ITL 2)
TLJ3 Hampshire and Isle of Wight
Small Region (ITL 3)
TLJ32 Southampton
Delivery Location
Not specified
Local Authority
Southampton
Electoral Ward
Banister & Polygon
Westminster Constituency
Southampton Itchen

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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