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Zendesk Licenses

NHS Litigation Authority

This public procurement record has 2 releases in its history.

Award

07 Aug 2026 at 14:35

UK6 - Contract Award Notice
Award

07 Aug 2026 at 12:18

UK5 - Transparency Notice
Summary of the contracting process

NHS Litigation Authority, trading as NHS Resolution, procured Zendesk software licences for its existing service desk platform. The requirement is for continued access to service desk software and information systems supporting critical operational services across Digital, Data and Technology, Business Intelligence and Human Resources. The platform is embedded in established workflows, configurations, data structures, reporting arrangements and support services, and also supports recently implemented enterprise case management and associated business applications. This is a software and information systems requirement rather than a new implementation: the purpose is to maintain continuity while NHS Resolution completes business and technology transformation and reviews its longer-term service desk needs. The buying organisation is a central government public authority based in London.

The procurement is complete and was awarded through a direct award under the Procurement Act 2023, on the basis that technical reasons meant only the incumbent could provide the existing service. Zendesk was selected for the single lot. The award date was 7 August 2026, with a standstill period ending on 18 August 2026 and a scheduled signature date of 19 August 2026. The initial contract period is 20 August 2026 to 19 August 2027, with an option to extend by 12 months to 19 August 2028 at the buyer’s discretion. The awarded value is £269,509.60 excluding VAT, or £323,411.52 including VAT. The award is recorded as pending.

This opportunity indicates demand for an established enterprise service desk platform that can support critical public-sector operations without disrupting existing processes. A credible future competitor would need proven service desk software, strong configuration and systems-integration capability, and the ability to work with existing workflows, data structures, reporting and support arrangements. Experience supporting enterprise case management and associated business applications would be relevant, as would the capacity to deliver reliable continuity during a period of technology transformation. Suppliers should be able to manage data migration, workflow redesign, configuration, integration, testing, user training and related business change where a replacement platform is considered. The buyer’s direct-award rationale shows that technical compatibility and incumbent-level operational continuity were decisive factors.

How relevant is this notice?

Notice Information

Notice Title

Zendesk Licenses

Notice Description

Direct award Under PA23 for the procurement of Zendesk Licenses

Procurement Information

NHS Resolution intends to directly award a contract for the continued provision of its existing service desk platform. The current service desk platform supports critical operational services across NHS Resolution's Digital, Data and Technology, Business Intelligence and Human Resources functions and is embedded within established operational processes, workflows, reporting arrangements and support services. NHS Resolution is currently completing a significant programme of business and technology transformation, including the implementation and stabilisation of a new enterprise case management system and associated business applications. The existing service desk platform forms an integral component of the support arrangements for these systems and associated business processes. NHS Resolution has concluded that, due to technical reasons, only the incumbent supplier can provide the existing service required. The current platform is embedded within NHS Resolution's operating environment and supports established workflows, configurations, data structures and operational processes. Whilst alternative service desk products are available within the wider market, their adoption would require NHS Resolution to undertake the procurement, implementation and migration of a replacement platform, including data migration, workflow redesign, configuration, systems integration, testing, user training and associated business change activities. NHS Resolution considers that such solutions do not represent reasonable alternatives to the continued provision of the existing service in the current circumstances. The proposed contract will be awarded for an initial period of 12 months, with an option to extend for a further 12 months if required. The duration has been selected to provide sufficient time for NHS Resolution to complete the stabilisation of its recently implemented systems, undertake a review of future service requirements, conduct a competitive procurement process and implement any replacement solution. The arrangement is therefore intended as a temporary measure to maintain continuity of a critical operational service whilst longer-term arrangements are established. NHS Resolution therefore considers that the circumstances for direct award are met and that the proposed contract represents a proportionate and time-limited arrangement pending future competition

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06df05
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/075358-2026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
UK6 - Contract Award Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Direct
Procurement Method Details
Direct award
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

CPV Codes

48000000 - Software package and information systems

48517000 - IT software package

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
£269,509 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
7 Aug 20262 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
7 Aug 20262 weeks ago
Contract Period
20 Aug 2026 - 19 Aug 2027 6-12 months
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Pending
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
NHS Litigation Authority
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
E14 4PU
Postcode Area
East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI42 Tower Hamlets
Delivery Location
Not specified
Local Authority
Tower Hamlets
Electoral Ward
Canary Wharf
Westminster Constituency
Poplar and Limehouse

Supplier Information

Number of Suppliers
1
Supplier Name

Zendesk

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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