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Zendesk License and Support

NHS Resolution

This public procurement record has 2 releases in its history.

Award

07 Aug 2026 at 16:41

UK6 - Contract Award Notice
Award

07 Aug 2026 at 16:33

UK5 - Transparency Notice
Summary of the contracting process

NHS Resolution is procuring a software-as-a-service service desk platform and ongoing support from Zendesk, Inc. The requirement covers continued access to Zendesk software, operational support for the existing service desk, and the ability to obtain additional licences if operational needs increase. The platform supports critical services across NHS Resolution’s Digital, Data and Technology, Business Intelligence and Human Resources functions, including established workflows, configurations, data structures, reporting and support processes. The work supports NHS Resolution’s operations in the United Kingdom. This is an IT services and software requirement, relevant to service desk platform providers, SaaS suppliers and firms able to support enterprise business applications in a public-sector environment.

The procurement has completed and the contract has been awarded to Zendesk, Inc.; the award status is recorded as pending. NHS Resolution used a direct award procedure, justified on technical grounds because the incumbent platform is embedded in its operating environment and continuation was considered necessary for service continuity. The award date was 7 August 2026. The initial contract period is 20 August 2026 to 19 August 2027, with an option for a further 12 months until 19 August 2028. The awarded value is £269,510 excluding VAT, or £323,412 including VAT. Additional licences may be purchased, with a price review before any extension. A standstill period ends on 18 August 2026.

This award demonstrates demand for an established enterprise service desk platform supporting multiple corporate and technology functions, rather than a standalone helpdesk deployment. Suppliers competing for comparable work with NHS Resolution would need a mature SaaS product, reliable ongoing support and the capacity to maintain business-critical service operations without disrupting embedded workflows, integrations, reporting, data structures or support arrangements. Credibility would also depend on handling licence changes and operational growth, supporting complex business and technology transformation, and working alongside enterprise case-management and business applications. Experience of stabilising newly implemented systems, managing migration or replacement transitions, and maintaining continuity while longer-term arrangements are developed would be relevant when this requirement is next tested competitively.

How relevant is this notice?

Notice Information

Notice Title

Zendesk License and Support

Notice Description

Provision of Zendesk SaaS and ongoing support.

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-06df78
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/075455-2026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
UK6 - Contract Award Notice
Procurement Type
Standard
Procurement Category
Services
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

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
Not specified
Lots Value
Not specified
Awards Value
£269,510 £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 Resolution
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, Inc.

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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