Award

Ask AI about this notice

Summarise, research or assess it with AI

View Markdown

Share this notice

Send this contract to a colleague

24/7 IT Service Desk

London Borough of Redbridge

This public procurement record has 1 release in its history.

Award

18 Aug 2026 at 17:41

Award Notice
Summary of the contracting process

London Borough of Redbridge procured a 24/7 IT service desk to support its colleagues and customers. The service covers continuous first-line IT support, handling incidents and service requests, responding to security incidents flagged by staff and customers, and improving call answering, call-loss rates and ticket resolution. It is intended to provide out-of-hours support, faster responses, improved business continuity and the ability to scale staffing quickly as demand or circumstances change. The work is for the London Borough of Redbridge and is delivered in connection with its services in Ilford and London. The procurement is for IT support services, including service-desk management and incident triage, rather than software development or hardware supply.

The procurement is complete and was awarded on 18 August 2026 to AGILISYS LIMITED. The contract is active and was signed on 18 August 2026 for £777,000. Service commencement is scheduled for 16 November 2026, with a 36-month contract period. The council used a limited procedure: a direct award without prior publication of a competition notice, through the CCS Technology Services 3 framework (TS3, RM6100). The award covered one service requirement and evaluation was based on price. One bid was recorded. The published procurement rationale states that the service would be procured by direct award under the framework. The award is for the 24/7 IT Service Desk service described above.

This award indicates demand from London Borough of Redbridge for an established, scalable IT service-desk operator able to provide continuous first-line support for both internal colleagues and customers. A credible competitor for a future requirement would need robust 24/7 staffing and operational resilience, with capacity to surge or reduce resources rapidly. Relevant capability includes consistently answering calls within 30 seconds, controlling abandoned calls, resolving tickets and service requests quickly, and providing effective out-of-hours incident handling. Suppliers should also be able to triage potential cyber-security incidents, support business continuity and operate a geographically outsourced service model. Experience managing customer-facing IT support at local-authority scale would be directly relevant, particularly where measurable service performance and responsiveness are required.

How relevant is this notice?

Notice Information

Notice Title

24/7 IT Service Desk

Notice Description

This service will manage our 24/7 IT Service Desk and will provide significant improvement in performance such as calls answered in under 30 seconds, the percentage of calls lost and resolution of tickets. The benefits of the contract are: 1. 24/7 IT support services for our colleagues and customers 2. Reduced call drop rates for customers 3. Improved responsiveness to customer IT issues 4. A faster turnaround on incident and service requests 5. Reduced reputational damage due to the risks that come with a lack of Out of Hours support being provided to key customers 6. The ability to rapidly surge/scale support staff both up and down rapidly as business and environmental conditions demand 7. Reduced threat of effective cyberattacks due to 24/7 triaging of any security incidents flagged by our staff and customers 8. Improved business continuity through having our first line service desk activities geographically outsourced. The Service Commencement Date shall be 16th November 2026 for a period of 36 months via Direct Award Procedure utilising CCS, Technology Services 3 (TS3) RM6100.

Lot Information

Lot 1

This service will manage our 24/7 IT Service Desk and will provide significant improvement in performance such as calls answered in under 30 seconds, the percentage of calls lost and resolution of tickets. The benefits of the contract are: 1. 24/7 IT support services for our colleagues and customers 2. Reduced call drop rates for customers 3. Improved responsiveness to customer IT issues 4. A faster turnaround on incident and service requests 5. Reduced reputational damage due to the risks that come with a lack of Out of Hours support being provided to key customers 6. The ability to rapidly surge/scale support staff both up and down rapidly as business and environmental conditions demand 7. Reduced threat of effective cyberattacks due to 24/7 triaging of any security incidents flagged by our staff and customers 8. Improved business continuity through having our first line service desk activities geographically outsourced. The Service Commencement Date shall be 16th November 2026 for a period of 36 months via Direct Award Procedure utilising CCS, Technology Services 3 (TS3) RM6100.

Procurement Information

The Service Commencement Date shall be 16th November 2026 for a period of 36 months via Direct Award Procedure utilising CCS, Technology Services 3 (TS3) RM6100.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06e6f8
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/078727-2026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Limited
Procurement Method Details
Award procedure without prior publication of a call for competition
Tender Suitability
Not specified
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
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£777,000 £500K-£1M

Notice Dates

Publication Date
18 Aug 20261 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
18 Aug 20261 weeks ago
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Cancelled
Awards Status
Active
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
London Borough of Redbridge
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
ILFORD
Postcode
IG1 1NY
Postcode Area
Ilford
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI5 Outer London - East and North East
Small Region (ITL 3)
TLI53 Redbridge and Waltham Forest
Delivery Location
TLI53 Redbridge and Waltham Forest
Local Authority
Redbridge
Electoral Ward
Ilford Town
Westminster Constituency
Ilford South

Supplier Information

Number of Suppliers
1
Supplier Name

AGILISYS LIMITED

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

JSON Markdown

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.

Loading OCDS record...