---
title: "Provision of highly customisable cloud-based software to support our contact handling and incident management processes for GOV.UK"
ocid: "ocds-b5fd17-1ba8e5ed-9de5-408a-852c-0a0f35fb9d8d"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-1ba8e5ed-9de5-408a-852c-0a0f35fb9d8d"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-1ba8e5ed-9de5-408a-852c-0a0f35fb9d8d.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-1ba8e5ed-9de5-408a-852c-0a0f35fb9d8d.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "GOVERNMENT DIGITAL SERVICE"
published: "2017-12-29"
---

# Provision of highly customisable cloud-based software to support our contact handling and incident management processes for GOV.UK

Buyer: GOVERNMENT DIGITAL SERVICE  
Current stage: Award  
OCID: ocds-b5fd17-1ba8e5ed-9de5-408a-852c-0a0f35fb9d8d

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-1ba8e5ed-9de5-408a-852c-0a0f35fb9d8d)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-1ba8e5ed-9de5-408a-852c-0a0f35fb9d8d.json)

## Summary

The Government Digital Service has recently completed a procurement process for the provision of highly customisable cloud-based software to support contact handling and incident management processes for GOV.UK. The contract, valued at £260,700, was awarded on 18 June 2017 and spans from 30 June 2017 to 29 June 2018. This selective procurement method involved a call-off from the G-Cloud 9 Framework, with the main industry category classified under IT services, specifically consulting and software development. The delivery addresses are located in London, United Kingdom, and the tender period closed on 12 June 2017.

This contract presents significant opportunities for SMEs specialising in software development and IT consulting, particularly those capable of providing tailored solutions that facilitate complex routing paths for government contact handling. Companies with expertise in SaaS (Software as a Service) offerings, particularly those familiar with the G-Cloud framework, would be well-positioned to compete for future similar tenders. Engaging in such procurements can enhance business visibility and foster growth in the public sector.

## Notice

The requirement is for highly customisable cloud-based software to support our contact handling and incident management processes for GOV.UK and potentially in the future for other part of GDS. Specifically, the software package will need to provide easy ability to create custom routing paths for internal GDS users, other government users of our software, enquiries from the general public, and service-related communication from third-party suppliers Additional information: Awarded via the G-Cloud 9 Framework.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/7207d5c8-eb47-4762-b00b-722ce0ab9037 |
| 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 |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 29 Dec 2017 |
| Submission deadline | 12 Jun 2017 |
| Future notice date | Not specified |
| Award date | 17 Jun 2017 |
| Contract period | 29 Jun 2017 - 29 Jun 2018 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £260,700 |
| Lots value | Not specified |
| Awards value | £260,700 |
| 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 | GOVERNMENT DIGITAL SERVICE |
| Locality | LONDON |
| Post town | East London |
| Postcode | E1 8QS |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI42 Tower Hamlets |
| Local authority | Tower Hamlets |
| Electoral ward | Whitechapel |
| Westminster constituency | Bethnal Green and Stepney |
| Delivery location | TLI London |

## Supplier

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

## CPV Codes

### Divisions

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

### Codes

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

## Release History

- 29 Dec 2017 at 12:16 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/7207d5c8-eb47-4762-b00b-722ce0ab9037

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/7207d5c8-eb47-4762-b00b-722ce0ab9037
  29th December 2017 - 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-b5fd17-1ba8e5ed-9de5-408a-852c-0a0f35fb9d8d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-1ba8e5ed-9de5-408a-852c-0a0f35fb9d8d.json.