---
title: "PR2339 Saas-based ITSM Solution"
ocid: "ocds-b5fd17-095533ea-8f86-4e19-b90b-3af7a4582a3d"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-095533ea-8f86-4e19-b90b-3af7a4582a3d"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-095533ea-8f86-4e19-b90b-3af7a4582a3d.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-095533ea-8f86-4e19-b90b-3af7a4582a3d.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "Parliamentary and Health Service Ombudsman"
published: "2026-08-28"
---

# PR2339 Saas-based ITSM Solution

Buyer: Parliamentary and Health Service Ombudsman  
Current stage: Award  
OCID: ocds-b5fd17-095533ea-8f86-4e19-b90b-3af7a4582a3d

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## Summary

The Parliamentary and Health Service Ombudsman procured a software package and information system for IT service management (ITSM), delivered as a software-as-a-service solution. The requirement covers the provision of the ITSM platform together with associated data services and data-processing services. The work is delivered in England for the Ombudsman, based in Manchester. This is a technology supply requirement rather than construction or consultancy work, and is relevant to providers of cloud-based service-management software, implementation and support services, and related data-processing capability. The requirement is classified as software package and information systems, with data services and data-processing services as additional categories. The contract includes a one-year extension option.

The procurement is complete and has been awarded through a direct award. The tender submission deadline was 8 June 2026, and the contract was awarded on that date to Hornbill Technologies Limited. The awarded value is £219,101.76. The contract period runs from 12 June 2026 to 11 June 2029, with a one-year extension option. The Parliamentary and Health Service Ombudsman is the buyer. The requirement was treated as a goods procurement and was identified as suitable for small and medium-sized enterprises. The available outcome records one active award to Hornbill Technologies Limited; the published process does not set out a scored evaluation basis.

This award confirms demand from the Parliamentary and Health Service Ombudsman for a cloud-based IT service-management platform supported by data services and data processing. A credible future competitor would need a mature SaaS ITSM product, the capacity to provide reliable service-management functionality over a multi-year public-sector contract, and the ability to manage associated data securely and consistently. Providers should be able to demonstrate implementation, operational support and continuity at an organisational scale suitable for a national public-service body. The requirement is explicitly suitable for SMEs, so specialist ITSM software companies and smaller providers with strong delivery partners may be well placed, provided they can match the capability and support expected by this buyer.

## Notice

This contract has a one year extension option.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/26e7c7be-b71b-4601-a383-92dc71701e6e |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| Procurement method | Direct |
| Procurement method details | Direct award |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 28 Aug 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 8 Jun 2026 |
| Contract period | 12 Jun 2026 - 11 Jun 2029 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £219,101 |
| Lots value | Not specified |
| Awards value | £219,101 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | Parliamentary and Health Service Ombudsman |
| Locality | MANCHESTER |
| Postcode area | Manchester |
| Postcode | M2 3HQ |
| Country | England |
| ITL 1 | TLD North West (England) |
| ITL 2 | TLD3 Greater Manchester |
| ITL 3 | TLD33 Manchester |
| Local authority | Manchester |
| Electoral ward | Deansgate |
| Westminster constituency | Manchester Central |
| Delivery location | TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | Hornbill Technologies Limited |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 72 - IT services: consulting, software development, Internet and support

### Codes

- 48000000 - Software package and information systems
- 72300000 - Data services
- 72310000 - Data-processing services

## Release History

- 28 Aug 2026 at 14:25 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/26e7c7be-b71b-4601-a383-92dc71701e6e

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/26e7c7be-b71b-4601-a383-92dc71701e6e
  28th August 2026 - Awarded contract notice on Contracts Finder

## Notice URLs

- https://www.ombudsman.org.uk/

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-095533ea-8f86-4e19-b90b-3af7a4582a3d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-095533ea-8f86-4e19-b90b-3af7a4582a3d.json.