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PR2355 - Digital Ombudsman

Public Service Ombudsman

This public procurement record has 2 releases in its history.

Award

26 Oct 2026 at 15:43

Award Notice
Award

11 Jun 2025 at 09:30

Award Notice
Summary of the contracting process

The Public Service Ombudsman is buying a cloud-based digital case-management platform to support its ombudsman service. The work covers a system for managing cases, interacting with citizens, handling workflows and producing reports, together with implementation, configuration, integration, security, onboarding and ongoing support. This is a software implementation and support service, rather than a purchase of standalone software alone. The buyer is based in Manchester, and the listed delivery locations are in the United Kingdom. Suppliers specialising in cloud case-management platforms and the associated implementation and systems integration are the most directly relevant.

The procurement is complete and Reply Limited was selected for the contract. The award was made on 28 September 2026, with a value of £12.1 million. The contract runs from 1 October 2026 to 30 September 2030. This is recorded as a direct award; the published procurement estimate is also £12.1 million. The process has one described requirement rather than separately identified lots. The earlier tender period had a deadline of 1 September 2026. The buyer marked the opportunity as suitable for small and medium-sized enterprises. No evaluation criteria are stated in the process information, so the basis on which the supplier was selected cannot be summarised.

For suppliers considering comparable future work from the Public Service Ombudsman, this award demonstrates demand for an integrated digital case-management service delivered as a cloud platform. A credible competitor would need to combine platform capability for case handling, citizen interaction, workflow and reporting with the delivery expertise to configure and integrate it, establish appropriate security, onboard users and provide ongoing support. The requirement spans both technology and implementation, so firms able to take responsibility across the service lifecycle are better aligned than software-only vendors. The award was made by direct award, which is relevant context for understanding this buyer’s purchasing route; it does not establish that the next requirement will follow the same route. The buyer identified the requirement as suitable for SMEs, and the selected supplier was Reply Limited. That provides evidence that a smaller supplier can be positioned for this scale and scope.

How relevant is this notice?

Notice Information

Notice Title

PR2355 - Digital Ombudsman

Notice Description

The contract is for the provision and support of a Digital Ombudsman cloud platform for the Public Service Ombudsman. It covers digital case management, citizen interaction, workflow and reporting, alongside implementation, configuration, integration, security, onboarding and ongoing support.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-a56d959a-4e13-4ff7-b102-0a8a712d48a1
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/7c285a3f-3a02-46b0-8310-24116977d4c4
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Direct
Procurement Method Details
Direct award
Tender Suitability
SME
Awardee Scale
Large, SME

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

72200000 - Software programming and consultancy services

Notice Value(s)

Tender Value
£12,100,000 £10M-£100M
Lots Value
Not specified
Awards Value
£16,600,000 £10M-£100M
Contracts Value
Not specified

Notice Dates

Publication Date
26 Oct 2026Yesterday
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
21 May 20251 years ago
Contract Period
Not specified - Not specified
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
Public Service Ombudsman
Additional Buyers

Parliamentary and Health Service Ombudsman

Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
MANCHESTER
Postcode
M2 3HQ
Postcode Area
Manchester
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD3 Greater Manchester
Small Region (ITL 3)
TLD33 Manchester
Delivery Location
Not specified
Local Authority
Manchester
Electoral Ward
Deansgate
Westminster Constituency
Manchester Central

Supplier Information

Number of Suppliers
1
Supplier Name

Reply Limited

Further Information

Notice Documents

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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