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Information Technology Service Management (ITSM) Tool

Health Education and Improvement Wales (HEIW)

This public procurement record has 1 release in its history.

Award

29 Sep 2026 at 16:09

Award Notice
Summary of the contracting process

Health Education and Improvement Wales (HEIW) procured a commercial, off-the-shelf, software-as-a-service IT service management system to replace its internally developed Service-Point system. The solution is intended to provide ITIL-aligned service management, AI-enabled functions, self-service access and reporting dashboards, with integration into NHS Wales systems. The requirement also includes implementation, training and ongoing support, so it covers deployment and user enablement as well as supplying the software. This is application service provision for HEIW, based in Nantgarw, Wales; the delivery location is recorded as Wales. Suppliers whose products can support public-sector IT service management processes and connect with NHS Wales systems are closest to the core requirement.

The procurement is complete and the contract was awarded to Halo Service Solutions Ltd, a small and medium-sized supplier. The contract was signed on 29 September 2026 and is active, with a value of £231,640. HEIW used a direct award through the Crown Commercial Service’s G-Cloud 14 framework, following a structured desktop assessment of supplier service descriptions, prices and framework documentation. The published evaluation weighted commercial considerations at 60% and quality at 40%. The stated assessment found Halo’s offer strongest overall across technical compliance, functionality, support arrangements and commercial value. The process was arranged as a single lot, although the lot is marked cancelled in the tender data while the overall tender and award are complete and active.

This award shows demand at HEIW for a hosted IT service management platform that can replace a bespoke internal system and work within NHS Wales’ technology environment. A credible supplier for a comparable requirement would need an established SaaS ITSM product with ITIL-aligned workflows, useful AI-enabled functionality, self-service facilities and clear reporting dashboards. Demonstrable integration capability with NHS Wales systems would be important, alongside a practical implementation approach, training for users and dependable support arrangements. The assessment gave greater weight to commercial value than quality, while still considering technical compliance and service functionality, so suppliers would need to present competitive pricing without weakening their evidence of fit and service capability. A direct award via a government framework was the route used for this purchase; suppliers seeking similar work should be positioned on an appropriate framework.

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Notice Information

Notice Title

Information Technology Service Management (ITSM) Tool

Notice Description

HEIW require a Commercial Off-The-Shelf (COTS), SaaS-based ITSM solution to replace its existing internally developed Service-Point system. The solution will provide Information Technology Infrastructure Library (ITIL) aligned service management capabilities, Artificial Intelligence (AI) enabled functionality, self-service access, reporting dashboards, integration with NHS Wales systems, and associated implementation, training and support services.

Lot Information

Lot 1

HEIW require a Commercial Off-The-Shelf (COTS), SaaS-based ITSM solution to replace its existing internally developed Service-Point system. The solution will provide Information Technology Infrastructure Library (ITIL) aligned service management capabilities, Artificial Intelligence (AI) enabled functionality, self-service access, reporting dashboards, integration with NHS Wales systems, and associated implementation, training and support services. Additional information: In accordance with the CCS G-Cloud 14 Lot 2 Direct Award process, a structured desktop evaluation was undertaken using supplier information published on the Digital Marketplace, including service definitions, pricing schedules and supporting framework documentation.

Procurement Information

This contract was awarded via a Direct Award through the GCloud 14 Framework Agreement, utilising their guidance on determining the best value solution.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-077cd8
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/092034-2026
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
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

72416000 - Application service providers

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£231,640 £100K-£500K

Notice Dates

Publication Date
29 Sep 20261 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
Not specified
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
Health Education and Improvement Wales (HEIW)
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
NANTGARW
Postcode
CF15 7QQ
Postcode Area
Cardiff
Country
Wales
Major Region (ITL 1)
TLL Wales
Basic Region (ITL 2)
TLL5 South East Wales
Small Region (ITL 3)
TLL51 Central Valleys and Bridgend
Delivery Location
TLL Wales
Local Authority
Rhondda Cynon Taf
Electoral Ward
Taff's Well
Westminster Constituency
Cardiff North

Supplier Information

Number of Suppliers
1
Supplier Name

Halo Service Solutions Ltd

Further Information

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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