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Enterprise Service Management

Cornwall Council

This public procurement record has 2 releases in its history.

TenderUpdate

26 Sep 2025 at 14:15

UK4 - Tender Notice
Tender

18 Sep 2025 at 22:51

UK4 - Tender Notice
Summary of the contracting process

Cornwall Council is undertaking a significant procurement process to advance its IT infrastructure by transitioning from on-premise IT Service Management (ITSM) software to a cloud-based Enterprise Service Management (ESM) solution. This contract, entitled "Enterprise Service Management," falls within the software package and IT services industry category, specifically focusing on consulting, software development, and support. The procurement process, managed by Cornwall Council, is in the tender stage and involves a selective procurement method, using a Competitive Flexible Procedure. The contract is scheduled to commence on 19th February 2026 and run for a core period of five years, with potential extensions, pushing the contract's maximum potential duration to ten years. The total estimated contract value exceeds £1.9 million, with a strict budget limit of £935,000 for the initial five years. Key dates include an expression of interest deadline on 14th October 2025 and an enquiry period ending on 8th October 2025, with the award period concluding by 16th February 2026.

This tender represents a substantial opportunity for businesses specialising in IT services and software systems, particularly those with expertise in enterprise-level service management solutions and cloud-based integrations. The contract offers the potential for growth, as it involves the implementation, migration, and ongoing support of a comprehensive ESM platform that could leverage automation and AI, fostering advanced service delivery across Cornwall Council's operations. The involvement in this project would be well-suited to businesses with strong capabilities in software integration, IT service delivery, and experience in public sector projects. Companies that can offer innovative solutions to enhance operational efficiency and demonstrate robust risk management, alongside a commitment to social value contributions within the community, are likely to thrive in this competitive bidding environment.

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Notice Information

Notice Title

Enterprise Service Management

Notice Description

For over 25 years, the Authority has relied on its existing Information Technology Service Management (ITSM) platform to manage IT services. It has been the backbone of logging, tracking and resolving requests--everything from fixing technical issues to setting up new starters. The technology landscape has moved on: cloud platforms, automation and integrated digital services are now standard, and the Authority now wishes to explore this technology. The Authority is now moving to Enterprise Service Management (ESM). In simple terms, ESM means creating one front door for services--a single, easy-to-use platform where staff and customers can make requests, check progress and get help quickly, regardless of which team provides the service. Behind the scenes, it uses proven good-practice processes (ITIL) to ensure work is handled consistently and efficiently. It will also integrate with tools we already use, enabling automation, clearer customer journeys and, over time, the use of AI to enhance the experience. The Authority's current version of its ESM platform is hosted on-premise, and the contract ends in March 2026. The Authority's version of this ESM tool provides a single platform for multiple service areas, not just IT. The Authority's ambition for this Procurement is to implement, migrate to and continue to support a cloud hosted ESM platform that provides a modern, flexible and integrated approach to organisation wide service delivery. The Authority plans to retire its I.T. Asset Management (ITAM) tool as part of this tender. This will allow the Authority to leverage greater capabilities within a single platform, providing better data for decision-making through modern dashboards and reporting. The Contract is expected to commence on Thursday 19th February 2026 and will run for a core period of five (5) years, unless terminated or extended in accordance with the terms set out in the Contract. The estimated total value of the requirement over the Contract's five-year core period is PS935,000, which also represents the maximum budget available for Supplier Tenders and the resulting ESM Contract. Any Tender submissions exceeding this value will be rejected in accordance with the assessment criteria outlined in Stage 1: Procurement Specific Questionnaire (PSQ) and Stage 2: Tender Evaluation Criteria. The Contract will have a core period of five (5) years, subject to the termination provisions set out within the Contract. In addition, the Authority reserves the right to extend the Contract by up to five (5) additional years, through two separate extension options: * One extension of three (3) years * One extension of two (2) years If both extension options are exercised, the maximum potential duration of the Contract would be ten (10) years. The estimated contract value of PS1,910,000.00, as stated in this Contract Notice, is based on the Authority awarding the contract at its maximum budget of PS935,000 for the initial 5-year core term, and subsequently exercising all five optional extension years. For the extension period (years 6 to 10), an estimated annual inflation rate of 4% has been applied to reflect projected cost increases over time. The estimated value is provided in good faith to assist Suppliers in preparing their Tenders. It does not constitute a commitment by the Authority to spend the full amount. No stated value shall create a binding financial obligation unless explicitly confirmed within the Contract.

Lot Information

Lot 1

Options: The Authority may exercise options for additional or repeat purchases of goods, services, or works that are consistent with the scope of the original contract, including the extension of the contract beyond its original term and the implementation of optional elements as described in the procurement documentation. These options will be exercised in accordance with the provisions of the Procurement Act 2023, ensuring they do not materially alter the nature of the contract or breach principles of transparency and equal treatment.

Renewal: One extension of three (3) years with an anticipated Contract period of 27.02.2031 to 26.02.2034 . One extension of two (2) year with an anticipated Contract period of 27.02.2034 to 26.02.2036. The Authority reserves the right to implement the optional contract extensions.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-059db5
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/060177-2025
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
UK4 - Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Competitive flexible procedure
Tender Suitability
SME, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

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

CPV Codes

48000000 - Software package and information systems

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

Notice Value(s)

Tender Value
£1,910,000 £1M-£10M
Lots Value
£1,910,000 £1M-£10M
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
26 Sep 202511 months ago
Submission Deadline
8 Oct 2025Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
27 Feb 2026 - 26 Feb 2031 Over 5 years
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Active
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Cornwall Council
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
TRURO
Postcode
TR1 3AY
Postcode Area
Truro
Country
England
Major Region (ITL 1)
TLK South West (England)
Basic Region (ITL 2)
TLK3 Cornwall and Isles of Scilly
Small Region (ITL 3)
TLK30 Cornwall and Isles of Scilly
Delivery Location
TLK3 Cornwall and Isles of Scilly
Local Authority
Cornwall
Electoral Ward
Truro Boscawen & Redannick
Westminster Constituency
Truro and Falmouth

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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