Notice Information
Notice Title
K280022574 tender_6262 - ServiceNow Managed Services 2025
Notice Description
DVSA is seeking a managed services provider for Incident Management, Hardware Asset Management, Software Asset Management, Problem Management, Change Management, Service Management, Security Operations and Vulnerability Response. Our goals are to ensure timely resolution of incidents with minimal disruption.
Lot Information
Lot 1
Options: Yes, optional deliverables shall be included within the scope/specification.
Renewal: There will be an option for the buyer to extend the contract at its discretion, for one year plus another year (1+1)
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-04f878
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/080169-2025
- Current Stage
- Award
- All Stages
- Tender, Award
Procurement Classification
- Notice Type
- UK7 - Contract Details Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Selective
- Procurement Method Details
- Competitive flexible procedure
- Tender Suitability
- SME
- Awardee Scale
- Large
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
- £10,000,000 £10M-£100M
- Lots Value
- £10,000,000 £10M-£100M
- Awards Value
- £10,000,000 £10M-£100M
- Contracts Value
- £10,000,000 £10M-£100M
Notice Dates
- Publication Date
- 5 Dec 20252 months ago
- Submission Deadline
- 11 Apr 2025Expired
- Future Notice Date
- Not specified
- Award Date
- 1 Sep 20255 months ago
- Contract Period
- 10 Nov 2025 - 9 Nov 2027 1-2 years
- Recurrence
- 2027-01-20
Notice Status
- Tender Status
- Complete
- Lots Status
- Complete
- Awards Status
- Active
- Contracts Status
- Active
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- DRIVER AND VEHICLE STANDARDS AGENCY
- Contact Name
- Not specified
- Contact Email
- commercialenquiries@dvsa.gov.uk
- Contact Phone
- Not specified
Buyer Location
- Locality
- BRISTOL
- Postcode
- BS5 0DA
- Post Town
- Bristol
- Country
- England
-
- Major Region (ITL 1)
- TLK South West (England)
- Basic Region (ITL 2)
- TLK5 West of England
- Small Region (ITL 3)
- TLK51 Bristol, City of
- Delivery Location
- Not specified
-
- Local Authority
- Bristol, City of
- Electoral Ward
- Lawrence Hill
- Westminster Constituency
- Bristol East
Further Information
Notice Documents
-
https://www.find-tender.service.gov.uk/Notice/080169-2025
5th December 2025 - Contract details notice on Find a Tender -
https://www.find-tender.service.gov.uk/Notice/053592-2025
3rd September 2025 - Contract award notice on Find a Tender -
https://www.find-tender.service.gov.uk/Notice/011138-2025
25th March 2025 - Tender notice on Find a Tender -
https://www.find-tender.service.gov.uk/Notice/Attachment/A-8768
Redacted Contract for ServiceNow Managed Services 2025
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
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-h6vhtk-04f878-2025-12-05T13:48:43Z",
"date": "2025-12-05T13:48:43Z",
"ocid": "ocds-h6vhtk-04f878",
"initiationType": "tender",
"parties": [
{
"id": "GB-PPON-PTMM-2614-YJDV",
"name": "Driver and Vehicle Standards Agency",
"identifier": {
"scheme": "GB-PPON",
"id": "PTMM-2614-YJDV"
},
"address": {
"streetAddress": "Berkeley House, Croydon Street",
"locality": "Bristol",
"postalCode": "BS5 0DA",
"country": "GB",
"countryName": "United Kingdom",
"region": "UKK11"
},
"contactPoint": {
"email": "commercialenquiries@dvsa.gov.uk"
},
"roles": [
"buyer"
],
"details": {
"classifications": [
{
"id": "publicAuthorityCentralGovernment",
"scheme": "UK_CA_TYPE",
"description": "Public authority - central government"
}
]
}
},
{
"id": "GB-PPON-PQZJ-4654-XTJY",
"name": "Deloitte LLP",
"identifier": {
"scheme": "GB-PPON",
"id": "PQZJ-4654-XTJY"
},
"address": {
"streetAddress": "1 New Street Square",
"locality": "London",
"postalCode": "EC4A 3HQ",
"country": "GB",
"countryName": "United Kingdom",
"region": "UKI31"
},
"contactPoint": {
"email": "dstcommercial@dvsa.gov.uk",
"telephone": "0"
},
"roles": [
"supplier"
],
"details": {
"scale": "large",
"vcse": false,
"publicServiceMissionOrganization": false,
"shelteredWorkshop": false
}
},
{
"id": "GB-PPON-PNQM-8935-PYGQ",
"name": "IBM LIMITED",
"identifier": {
"scheme": "GB-PPON",
"id": "PNQM-8935-PYGQ"
},
"address": {
"streetAddress": "20 York Road",
"locality": "London",
"postalCode": "SE1 7ND",
"country": "GB",
"countryName": "United Kingdom",
"region": "UKI45"
},
"roles": [
"tenderer"
],
"details": {
"scale": "large",
"vcse": false
}
},
{
"id": "GB-PPON-PLZH-7477-CTYL",
"name": "Flyform Limited",
"identifier": {
"scheme": "GB-PPON",
"id": "PLZH-7477-CTYL"
},
"address": {
"streetAddress": "12 Cathedral Rd, Pontcanna",
"locality": "Cardiff",
"postalCode": "CF11 9LJ",
"country": "GB",
"countryName": "United Kingdom",
"region": "UKL22"
},
"roles": [
"tenderer"
],
"details": {
"scale": "large",
"vcse": false
}
},
{
"id": "GB-PPON-PDLY-8986-RMHM",
"name": "CAPGEMINI UK PLC",
"identifier": {
"scheme": "GB-PPON",
"id": "PDLY-8986-RMHM"
},
"address": {
"streetAddress": "95 Queen Victoria Street",
"locality": "London",
"postalCode": "EC4V 4HN",
"country": "GB",
"countryName": "United Kingdom",
"region": "UKI31"
},
"roles": [
"tenderer"
],
"details": {
"scale": "large",
"vcse": false
}
},
{
"id": "GB-PPON-PQHR-7986-WGRZ",
"name": "Methods Holdings Limited",
"identifier": {
"scheme": "GB-PPON",
"id": "PQHR-7986-WGRZ"
},
"address": {
"streetAddress": "Saffron House 6-10 Kirby Street",
"locality": "London",
"postalCode": "EC1N 8TS",
"country": "US",
"countryName": "United States",
"region": "US"
},
"roles": [
"tenderer"
],
"details": {
"scale": "large",
"vcse": false
}
}
],
"buyer": {
"id": "GB-PPON-PTMM-2614-YJDV",
"name": "Driver and Vehicle Standards Agency"
},
"planning": {
"noEngagementNoticeRationale": "In accordance with official guidance, a preliminary market engagement notice is not required as DVSA published an FTS PIN under PCR 2015 on 14th February 2025. Procurement identifier (OCID): ocds-h6vhtk-04e1fa"
},
"tender": {
"id": "K280022574",
"legalBasis": {
"id": "2023/54",
"scheme": "UKPGA",
"uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
},
"title": "K280022574 tender_6262 - ServiceNow Managed Services 2025",
"description": "DVSA is seeking a managed services provider for Incident Management, Hardware Asset Management, Software Asset Management, Problem Management, Change Management, Service Management, Security Operations and Vulnerability Response. Our goals are to ensure timely resolution of incidents with minimal disruption.",
"status": "complete",
"items": [
{
"id": "1",
"additionalClassifications": [
{
"scheme": "CPV",
"id": "72000000",
"description": "IT services: consulting, software development, Internet and support"
}
],
"deliveryAddresses": [
{
"region": "UK",
"country": "GB",
"countryName": "United Kingdom"
}
],
"relatedLot": "1"
}
],
"value": {
"amountGross": 12000000,
"amount": 10000000,
"currency": "GBP"
},
"procurementMethod": "selective",
"procurementMethodDetails": "Competitive flexible procedure",
"procedure": {
"features": "Stage One: Participation: 1. Publish Tender Notice, providing access to the Requests to Participate document via DVSA Jaggaer portal. 2. Recieve Requests to Participate from interested suppliers. 3. Assess responses against conditions of participation, exclusions and objective criteria to limit suppliers. 4. Inform Suppliers not invited to participate further. 5. Invite remaining Suppliers to submit final tenders. Stage Two: Evaluate: 1. Recieve final tenders. 2. Evaluate final tenders and determine Most Advantageous Tender (MAT). Stage Three: Award: 1. Inform Suppliers of the outcome and issue assessment summaries. 2. Publish Contract Award Notice. 3. Following standstill enter into the contract with the winning Supplier. 4. Publish contract details notice."
},
"mainProcurementCategory": "services",
"aboveThreshold": true,
"submissionMethodDetails": "Requests to Participate must be submitted via the Jaggaer portal. To participate in the opportunity, you must first register on the portal. You can do this by clicking the grey \"click here to register!\" button on the link above and following the instructions. You will then be able to access the opportunity document - the PQQ code is: pqq_557. https://dft.app.jaggaer.com/ Please note that you will require a DUNS number (Dun and Bradstreet) to register. If you do not know your number access the following link to find it: https://www.dnb.co.uk/duns-number/lookup.html, click on the D-U-N-S number section. If a DUNS number is not found, there is guidance on how to acquire one in the same place. Should you have any technical issue registering on the system please contact the Jaggaer Helpdesk in the first instance: Phone: 0800 069 8630 help_uk@jaggaer.com",
"submissionTerms": {
"electronicSubmissionPolicy": "allowed",
"languages": [
"en"
]
},
"expressionOfInterestDeadline": "2025-04-21T23:59:00+01:00",
"enquiryPeriod": {
"endDate": "2025-04-11T12:00:00+01:00"
},
"awardPeriod": {
"endDate": "2025-07-16T23:59:59+01:00"
},
"lots": [
{
"id": "1",
"status": "complete",
"value": {
"amountGross": 12000000,
"amount": 10000000,
"currency": "GBP"
},
"awardCriteria": {
"criteria": [
{
"type": "price",
"name": "Price",
"numbers": [
{
"number": 30,
"weight": "percentageExact"
}
]
},
{
"type": "quality",
"name": "Social Value",
"numbers": [
{
"number": 10,
"weight": "percentageExact"
}
]
},
{
"type": "quality",
"name": "Technical",
"numbers": [
{
"number": 60,
"weight": "percentageExact"
}
]
}
]
},
"selectionCriteria": {
"criteria": [
{
"type": "economic",
"description": "Interested Suppliers must have a minimum D&B credit rating score of 35. Suppliers in breach of the mandatory or discretionary exclusions set out in the Procurement Act 23 will not be eligible to Bid."
},
{
"type": "technical",
"description": "Provide evidence of UK-based Elite (or above) ServiceNow partner status in consulting, implementation, and managed services. To achieve Elite Partner status with ServiceNow, a partner must demonstrate a high level of competency across multiple ServiceNow products and workflows. Be able to provide and support a direct relationship with the third-party supplier and DVSA for delivery of all services where they are a ServiceNow Reseller. Demonstrate recent experience in delivering managed services for UK government departments or agencies. Have a minimum of 5 years of experience in providing managed services for the ServiceNow platform Have certified ServiceNow professionals with expertise in the following modules in particular: ITSM, ITOM, CSM, and SecOps Have a clear methodology for project management, risk management, and quality assurance. Have a support team with defined SLAs for incident resolution and service requests. Provide ServiceNow 24/7 Managed Service, this includes: A 24/7, 365 response for P1 & P2 incidents, whilst a response between 08:00 to 18:00 Monday to Friday (excluding bank holidays) is expected for P3 & P4 incident. Have the capability to build applications on the ServiceNow platform to meet specific business requirements, whilst maintaining the development to as closely out of the box as possible. Focus on areas that have been excessively customised, and offer guidance on best practices to revert to a more standard, out-of-the-box configuration Create and sustain integrations between ServiceNow and other systems Establish a clear process and governance strategy to determine when platform developments or enhancements are considered customisations and highlight these to the DVSA prior to development. Have clear governance frameworks to manage the development and deployment of low/no code applications. This includes setting guidelines for developers and ensuring compliance with organisational standards."
}
]
},
"suitability": {
"sme": true
},
"contractPeriod": {
"startDate": "2025-07-17T00:00:00+01:00",
"endDate": "2027-07-16T23:59:59+01:00",
"maxExtentDate": "2029-07-16T23:59:59+01:00"
},
"hasRenewal": true,
"renewal": {
"description": "There will be an option for the buyer to extend the contract at its discretion, for one year plus another year (1+1)"
},
"hasOptions": true,
"options": {
"description": "Yes, optional deliverables shall be included within the scope/specification."
}
}
],
"documents": [
{
"id": "conflictOfInterest",
"documentType": "conflictOfInterest",
"description": "Not published"
},
{
"id": "future",
"documentType": "biddingDocuments",
"accessDetails": "All documents will be provided via the Jaggaer portal."
},
{
"id": "011138-2025",
"documentType": "tenderNotice",
"noticeType": "UK4",
"description": "Tender notice on Find a Tender",
"url": "https://www.find-tender.service.gov.uk/Notice/011138-2025",
"datePublished": "2025-03-25T14:12:22Z",
"format": "text/html"
}
],
"hasRecurrence": true,
"recurrence": {
"dates": [
{
"startDate": "2027-01-20T23:59:59+00:00"
}
]
}
},
"language": "en",
"bids": {
"details": [
{
"id": "1",
"status": "valid",
"tenderers": [
{
"id": "GB-PPON-PNQM-8935-PYGQ",
"name": "IBM LIMITED"
}
],
"relatedLots": [
"1"
]
},
{
"id": "2",
"status": "valid",
"tenderers": [
{
"id": "GB-PPON-PLZH-7477-CTYL",
"name": "Flyform Limited"
}
],
"relatedLots": [
"1"
]
},
{
"id": "3",
"status": "valid",
"tenderers": [
{
"id": "GB-PPON-PDLY-8986-RMHM",
"name": "CAPGEMINI UK PLC"
}
],
"relatedLots": [
"1"
]
},
{
"id": "4",
"status": "valid",
"tenderers": [
{
"id": "GB-PPON-PQHR-7986-WGRZ",
"name": "Methods Holdings Limited"
}
],
"relatedLots": [
"1"
]
},
{
"id": "5",
"status": "valid",
"tenderers": [
{
"id": "GB-PPON-PQZJ-4654-XTJY",
"name": "Deloitte LLP"
}
],
"relatedLots": [
"1"
]
}
],
"statistics": [
{
"id": "1",
"measure": "bids",
"value": 5,
"relatedLot": "1"
},
{
"id": "2",
"measure": "finalStageBids",
"value": 5,
"relatedLot": "1"
},
{
"id": "3",
"measure": "smeFinalStageBids",
"value": 0,
"relatedLot": "1"
},
{
"id": "4",
"measure": "vcseFinalStageBids",
"value": 0,
"relatedLot": "1"
}
]
},
"awards": [
{
"id": "1",
"title": "K28002257 - Service Now Managed Services 2025",
"status": "active",
"date": "2025-09-02T00:00:00+01:00",
"value": {
"amountGross": 12000000,
"amount": 10000000,
"currency": "GBP"
},
"mainProcurementCategory": "services",
"aboveThreshold": true,
"suppliers": [
{
"id": "GB-PPON-PQZJ-4654-XTJY",
"name": "Deloitte LLP"
}
],
"items": [
{
"id": "1",
"additionalClassifications": [
{
"scheme": "CPV",
"id": "72000000",
"description": "IT services: consulting, software development, Internet and support"
}
],
"relatedLot": "1"
}
],
"standstillPeriod": {
"endDate": "2025-09-12T23:59:59+01:00"
},
"contractPeriod": {
"startDate": "2025-10-01T00:00:00+01:00",
"endDate": "2027-10-01T23:59:59+01:00",
"maxExtentDate": "2029-10-01T23:59:59+01:00"
},
"hasRenewal": true,
"renewal": {
"description": "There will be an option for the buyer to extend the contract at its discretion, for one year plus another year (1+1)"
},
"hasOptions": true,
"options": {
"description": "Yes, optional deliverables shall be included within the scope/specification."
},
"relatedLots": [
"1"
],
"documents": [
{
"id": "053592-2025",
"documentType": "awardNotice",
"noticeType": "UK6",
"description": "Contract award notice on Find a Tender",
"url": "https://www.find-tender.service.gov.uk/Notice/053592-2025",
"datePublished": "2025-09-03T14:47:36+01:00",
"format": "text/html"
}
],
"assessmentSummariesDateSent": "2025-09-02T00:00:00+01:00",
"milestones": [
{
"id": "1",
"type": "futureSignatureDate",
"dueDate": "2025-09-30T23:59:59+01:00",
"status": "scheduled"
}
]
}
],
"contracts": [
{
"id": "1",
"awardID": "1",
"status": "active",
"period": {
"startDate": "2025-11-10T00:00:00+00:00",
"endDate": "2027-11-09T23:59:59+00:00",
"maxExtentDate": "2029-11-09T23:59:59+00:00"
},
"hasRenewal": true,
"renewal": {
"description": "1-year plus 1-year"
},
"hasOptions": true,
"options": {
"description": "Yes, optional deliverables shall be included within the scope/specification."
},
"value": {
"amountGross": 12000000,
"amount": 10000000,
"currency": "GBP"
},
"aboveThreshold": true,
"dateSigned": "2025-11-04T00:00:00+00:00",
"documents": [
{
"id": "A-8768",
"documentType": "contractSigned",
"description": "Redacted Contract for ServiceNow Managed Services 2025",
"url": "https://www.find-tender.service.gov.uk/Notice/Attachment/A-8768",
"format": "application/pdf"
},
{
"id": "080169-2025",
"documentType": "contractNotice",
"noticeType": "UK7",
"description": "Contract details notice on Find a Tender",
"url": "https://www.find-tender.service.gov.uk/Notice/080169-2025",
"datePublished": "2025-12-05T13:48:43Z",
"format": "text/html"
}
],
"agreedMetrics": [
{
"id": "1",
"title": "KPI-001 - Response Times",
"description": "The service provider shall respond to incidents and requests within the specified timeframes.",
"observations": [
{
"id": "frequency",
"period": {
"durationInMonths": 12
}
}
]
},
{
"id": "2",
"title": "KPI-002 - Incident Resolution Time",
"description": "The average time elapsed between the initial report of an incident and its full resolution.",
"observations": [
{
"id": "frequency",
"period": {
"durationInMonths": 12
}
}
]
},
{
"id": "3",
"title": "KPI-003 - Incident Resolution First time",
"description": "75% Incident Resolution First Time",
"observations": [
{
"id": "frequency",
"period": {
"durationInMonths": 12
}
}
]
},
{
"id": "4",
"title": "KPI-004 Incident backlog",
"description": "Maximum age of incidents",
"observations": [
{
"id": "frequency",
"period": {
"durationInMonths": 12
}
}
]
},
{
"id": "5",
"title": "KPI-005 Request fulfilment time",
"description": "Access requests-Total resolution time is 8 hours or less for all access requests/total number of resolved access requests",
"observations": [
{
"id": "frequency",
"period": {
"durationInMonths": 12
}
}
]
},
{
"id": "6",
"title": "KPI-006 Request backlog volume",
"description": "Maximum age of requests in the backlog",
"observations": [
{
"id": "frequency",
"period": {
"durationInMonths": 12
}
}
]
},
{
"id": "7",
"title": "KPI-007 Change Management",
"description": "The percentage of changes successfully implemented without failure",
"observations": [
{
"id": "frequency",
"period": {
"durationInMonths": 12
}
}
]
},
{
"id": "8",
"title": "KPI-008 Reporting - including Service Now availability",
"description": "Timely delivery of all Service Reports",
"observations": [
{
"id": "frequency",
"period": {
"durationInMonths": 12
}
}
]
},
{
"id": "9",
"title": "KPI-009 - Statement of Work",
"description": "The Supplier must provide a fully costed response within 10 working days of submission by the Buyer.",
"observations": [
{
"id": "frequency",
"period": {
"durationInMonths": 12
}
}
]
},
{
"id": "10",
"title": "KPI-010 - Mobilisation of resource following signed Statement of Work",
"description": "Once a Statement of Works has been signed by both parties supplier resource must be mobilised and ready to work within 10 working days of a signed SOW",
"observations": [
{
"id": "frequency",
"period": {
"durationInMonths": 12
}
}
]
},
{
"id": "11",
"title": "KPI-011 - SOW Kick off Meeting",
"description": "Once a Statement of Works has been signed by both parties a SOW Kick Off meeting must take place with 10 working days.",
"observations": [
{
"id": "frequency",
"period": {
"durationInMonths": 12
}
}
]
},
{
"id": "12",
"title": "KPI-012 - Service Desk Call Answered",
"description": "% of calls answered within 60 seconds",
"observations": [
{
"id": "frequency",
"period": {
"durationInMonths": 12
}
}
]
},
{
"id": "13",
"title": "KPI-013 - Service Desk Abandoned calls",
"description": "% of calls answered by Service Desk and Abandoned",
"observations": [
{
"id": "frequency",
"period": {
"durationInMonths": 12
}
}
]
},
{
"id": "14",
"title": "KPI-014 User Satisfaction",
"description": "Number of positive responses/total number of responses x 100 based on minimal sample size of ten (10) responses.",
"observations": [
{
"id": "frequency",
"period": {
"durationInMonths": 12
}
}
]
},
{
"id": "15",
"title": "KPI-015 Service Credit Issuance Time",
"description": "Total time taken to issue all service credits / Total number of service credits issued",
"observations": [
{
"id": "frequency",
"period": {
"durationInMonths": 12
}
}
]
},
{
"id": "16",
"title": "KPI-016 - Invoicing Accuracy",
"description": "The percentage of invoices issued without errors, such as incorrect amounts, missing information, or discrepancies.",
"observations": [
{
"id": "frequency",
"period": {
"durationInMonths": 12
}
}
]
}
]
}
]
}