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Central Service Desk and Lead Integrator

HM Treasury

This public procurement record has 1 release in its history.

Planning

30 Jul 2026 at 13:33

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

HM Treasury intends to procure a combined Central Service Desk and Lead Integrator service from a single supplier for its technology estate in the United Kingdom. The service will provide a single point of contact for users, manage the service management toolset, and deliver incident, request, problem and change management. It will also integrate and manage other technology suppliers, coordinate incidents, oversee the Change Advisory Board, manage supplier performance, provide service reporting and continual improvement, and support service transition, mobilisation and operations. The service is intended to support digital modernisation, including AI-assisted support and enhanced self-service, while improving staff experience. It must operate across a multi-supplier environment and align with HMT’s security, resilience, accessibility and sustainability objectives.

This procurement is at the planning stage: HM Treasury has stated its intention to procure, but this record does not invite tenders. The expected route to market is the Government Commercial Agency Technology Services 4 Framework Agreement, using Lot 2.3, which combines transition and service integration and management with end-user services. Competition is therefore intended for suppliers appointed to that framework lot. The estimated value is £14.8 million excluding VAT, or £17.76 million including VAT. The planned contract period is 1 April 2027 to 31 March 2030, with renewal extending the maximum period to 31 March 2034. HM Treasury expects to issue a subsequent notice on 6 October 2026. One lot is planned, and the lot is identified as suitable for SMEs.

The work is likely to suit established IT service management providers with the scale and experience to run a central service desk while coordinating multiple technology suppliers. Relevant capability includes service integration and management, end-user support, incident and request fulfilment, problem and change management, supplier governance, service reporting, continual improvement, transition and mobilisation. Suppliers should be prepared to demonstrate ITIL-based operating practices and the ability to deliver responsive, user-focused support in a security-sensitive environment. Experience of service management toolsets, multi-supplier estates, resilience, digital modernisation, AI-assisted support and self-service would be relevant to the proposed model. The procurement is being shaped through market engagement, giving appointed framework suppliers an opportunity to comment on pricing models, mobilisation timelines, service delivery, commercial approach, contract structure and innovation.

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Notice Information

Notice Title

Central Service Desk and Lead Integrator

Notice Description

His Majesty's Treasury (HMT) intends to procure a combined Central Service Desk and Lead Integrator service, delivered by a single supplier, to support the Department's technology strategy, service integration, operational resilience and end-to-end service management. HMT's existing Service Desk already provides the single point of contact for users, ownership of the service management toolset, incident management and escalation, and service performance reporting. Integrating Lead Integrator responsibilities within the same service, including cross-supplier incident coordination, supplier performance governance, Change Advisory Board (CAB) ownership and problem management, will create a streamlined operating model, reduce management overheads and provide a proportionate level of governance aligned to the scale and complexity of HMT's technology estate. The future service will be shaped by five strategic imperatives: * Delivering value for money. * Supporting digital modernisation, including AI-assisted support and enhanced self-service capabilities. * Implementing governance arrangements proportionate to HMT's size and operating model. * Maintaining resilience across a security-sensitive environment. * Improving the overall staff experience through responsive and user-focused services. The contract is expected to cover the provision of: * A Central Service Desk operating as the single point of contact for all users. * Service integration and supplier management across HMT's multi-supplier ecosystem. * Incident, request, problem and change management services. * Service reporting, performance management and continual service improvement. * Service management processes. * Service transition, mobilisation and operational support activities. The successful supplier will be expected to operate effectively within a multi-supplier environment, working alongside End User Compute and other Treasury Information Services (TrIS) providers. The service must align with ITIL-based practices and support HMT's security, resilience, accessibility and sustainability objectives. In preparation for the procurement, HMT is undertaking preliminary market engagement to obtain feedback from prospective suppliers on the proposed service model, commercial approach, contract structure, mobilisation requirements and opportunities for innovation. Route to Market The procurement will be conducted through the Government Commercial Agency (GCA) Technology Services 4 (TS4) Framework Agreement (RM6190). HMT intends to utilise TS4 Lot 2.3, which combines the capabilities of Lot 2 (Transition and Service Integration and Management (SIAM)) and Lot 3 (End User Services). Consequently, the competition will be open only to suppliers appointed to TS4 Lot 2.3.

Planning Information

The Buyer is seeking to engage with the market and obtain supplier feedback to inform the procurement of a combined Central Service Desk and Lead Integrator service. A Microsoft Forms questionnaire, covering key topics such as pricing models, mobilisation timelines and service delivery considerations, will be issued to suppliers in advance of the engagement session. Market Engagement Activities An online market engagement session will be held on Thursday 3 September 2026, from 11:00am to 1:00pm, via Microsoft Teams. Meeting details and joining instructions will be issued in advance to suppliers appointed to Technology Services 4 (TS4), Lot 2.3. Suppliers will have the opportunity to submit clarification questions through the engagement platform, details of which will be provided during the session. The clarification period will close at 4:00pm on Friday 11 September 2026. Following the session, the presentation slides, meeting recording and responses to clarification questions will be shared with all suppliers on TS4 Lot 2.3. The feedback received through these engagement activities will be used to help shape the procurement approach and ensure that the future service model is informed by current market capabilities and best practice.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06d799
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/072184-2026
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
UK2 - Preliminary Market Engagement Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

72222300 - Information technology services

Notice Value(s)

Tender Value
£14,800,000 £10M-£100M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
30 Jul 20262 months ago
Submission Deadline
Not specified
Future Notice Date
6 Oct 2026Expired
Award Date
Not specified
Contract Period
1 Apr 2027 - 31 Mar 2030 3-4 years
Recurrence
Not specified

Notice Status

Tender Status
Planning
Lots Status
Planning
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
HM Treasury
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SW1A 2HQ
Postcode Area
South West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
Not specified
Local Authority
Westminster
Electoral Ward
St James's
Westminster Constituency
Cities of London and Westminster

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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