---
title: "IT Service Desk System"
ocid: "ocds-b5fd17-15d6efe9-4f01-4559-b802-25a7f618e317"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-15d6efe9-4f01-4559-b802-25a7f618e317"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-15d6efe9-4f01-4559-b802-25a7f618e317.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-15d6efe9-4f01-4559-b802-25a7f618e317.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "THE ELECTORAL COMMISSION"
published: "2025-09-16"
---

# IT Service Desk System

Buyer: THE ELECTORAL COMMISSION  
Current stage: Award  
OCID: ocds-b5fd17-15d6efe9-4f01-4559-b802-25a7f618e317

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-15d6efe9-4f01-4559-b802-25a7f618e317)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-15d6efe9-4f01-4559-b802-25a7f618e317.json)

## Summary

The procurement process conducted by The Electoral Commission aimed to secure an IT Service Desk System, classified under the industry category of Software Package and Information Systems (CPV 48000000). The procurement method employed was selective, specifically through a call-off from a framework agreement. This award stage process was completed with the contract being awarded on the 18th of August 2025 to Freshworks, and the contract period lasting from 29th August 2025 to 28th August 2028. The project, centred in London, seeks to offer a comprehensive solution featuring AI functionality, ticket management, workflow automation, and reporting, with the total value set at £56,560. Notable key dates include the tender period end on 1st August 2025.

This tender offers substantial opportunities for businesses in the IT services sector, particularly those focusing on software development and consulting. The project prioritises value for money and meeting procurement regulations, making it ideal for small and medium enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) with expertise in IT solutions and service management systems. Engaging in this procurement allows such firms to expand their portfolio and establish a foothold in governmental contracting, fostering business growth and enhancing reputation within the public sector.

## Notice

The objective of this procurement exercise was to secure a high-quality IT Service Desk solution that supports ticket management, workflow automation, asset management, reporting, and AI functionality, while ensuring value for money and adherence to applicable procurement regulations.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/4b0624bf-0eb5-45d9-adcd-aae316dd0f6e |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME, VCSE |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 16 Sep 2025 |
| Submission deadline | 1 Aug 2025 |
| Future notice date | Not specified |
| Award date | 17 Aug 2025 |
| Contract period | 28 Aug 2025 - 28 Aug 2028 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £56,560 |
| Lots value | Not specified |
| Awards value | £56,560 |
| 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 | THE ELECTORAL COMMISSION |
| Locality | LONDON |
| Post town | Central London |
| Postcode | EC1Y 8YZ |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI43 Haringey and Islington |
| Local authority | Islington |
| Electoral ward | Bunhill |
| Westminster constituency | Islington South and Finsbury |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | FRESHWORKS |

## 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
- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 16 Sep 2025 at 14:53 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/4b0624bf-0eb5-45d9-adcd-aae316dd0f6e

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/4b0624bf-0eb5-45d9-adcd-aae316dd0f6e
  16th September 2025 - Awarded contract notice on Contracts Finder

## 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-b5fd17-15d6efe9-4f01-4559-b802-25a7f618e317. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-15d6efe9-4f01-4559-b802-25a7f618e317.json.