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Provision of IT Service Management Tooling

Social Security Scotland

This public procurement record has 1 release in its history.

Award

17 Jul 2026 at 01:00

PCS Notice - Website Contract Award Notice
Summary of the contracting process

Social Security Scotland procured an IT service management (ITSM) system to support the effective delivery and management of its digital services. The requirement covers IT service management tooling and associated service provision, rather than general-purpose IT consultancy or end-user hardware. The buying organisation is Social Security Scotland, based in Dundee. Delivery is across Scotland. The procurement is classified as services and concerns IT services management software and support. It was a single requirement under the wider procurement, with the service intended to provide a structured system for managing digital-service operations, service processes and related activity. This is relevant to suppliers that develop, implement, configure, integrate or support enterprise ITSM platforms for public-sector organisations and other large service environments.

The procurement has been completed and awarded following an open procedure. It was awarded through the Crown Commercial Service G-Cloud 14 framework, Lot 2, with Freshworks Inc selected as supplier. The award was signed on 22 June 2026 and the contract is active. The initial contract term is 36 months, with an option to extend by up to a further 12 months. The initial contract value is £645,780; the full value including the optional extension is £821,040. The contract is not fixed price, so actual spending may vary. Five bids were received for the requirement. All five were submitted electronically, and all were from non-EU suppliers. The procurement was covered by the Government Procurement Agreement.

This award demonstrates established public-sector demand for a substantial ITSM platform and related service capability within Social Security Scotland. A credible future competitor would need an enterprise-grade ITSM product that can support the effective delivery and management of digital services, together with the implementation, configuration, integration and ongoing support capacity needed for a large public organisation. Suppliers should also be able to operate effectively through the G-Cloud framework route, particularly its ITSM tooling category, and meet the governance, assurance and service-management expectations associated with government digital operations. The competition attracted five electronic bids, indicating that the requirement is commercially contested. The successful supplier was a large technology business, so relevant platform maturity, delivery resources, public-sector readiness and the ability to sustain service performance at scale are likely to be important when this buyer next assesses comparable provision.

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Notice Information

Notice Title

Provision of IT Service Management Tooling

Notice Description

IT Service Management (ITSM) system to support the effective delivery and management of digital services.

Lot Information

Lot 1

Provision of IT Service Management Tooling Service. Please be aware that this is not a fixed price contract and, as such, actual spend may vary against the contract value stated above."

Options: There is an option to extend the term of this contract for up to 12 months. The estimated cost of such extension has been factored into the contract value stated above

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000836313
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL560397
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
PCS Notice - Website Contract Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
Not specified
Awardee Scale
Large

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
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£821,040 £500K-£1M

Notice Dates

Publication Date
17 Jul 20262 months 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
Complete
Awards Status
Not Specified
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Social Security Scotland
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
DUNDEE
Postcode
DD1 4BF
Postcode Area
Dundee
Country
Scotland
Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM0 Eastern Scotland
Small Region (ITL 3)
TLM03 Angus and Dundee City
Delivery Location
TLM Scotland
Local Authority
Dundee City
Electoral Ward
West End
Westminster Constituency
Dundee Central

Supplier Information

Number of Suppliers
1
Supplier Name

Freshworks Inc.

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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