---
title: "Acas ITSM Tool"
ocid: "ocds-b5fd17-40fe74d1-11dc-49ce-b06b-4232fc92bd9c"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-40fe74d1-11dc-49ce-b06b-4232fc92bd9c"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-40fe74d1-11dc-49ce-b06b-4232fc92bd9c.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-40fe74d1-11dc-49ce-b06b-4232fc92bd9c.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "ADVISORY, CONCILIATION AND ARBITRATION SERVICE"
published: "2021-02-04"
---

# Acas ITSM Tool

Buyer: ADVISORY, CONCILIATION AND ARBITRATION SERVICE  
Current stage: Award  
OCID: ocds-b5fd17-40fe74d1-11dc-49ce-b06b-4232fc92bd9c

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## Summary

The Advisory, Conciliation and Arbitration Service (ACAS) is procuring a new IT Service Management (ITSM) tool to improve customer service, replacing its current on-premise solution with a modern cloud-based software as a service (SaaS). This procurement falls under the services category (CPV code 72250000) and is being conducted through a selective process, with an award value of £52,962. The contracting process is complete, and the contract period commenced on 14 December 2020 and will last until 13 November 2024. The procurement stage has reached the award phase, with the contract being officially awarded on 4 November 2020.

This tender presents opportunities for small and medium-sized enterprises (SMEs) specialising in IT service management solutions, particularly those offering cloud-based options. Businesses well-suited to compete would be those capable of providing comprehensive support services as part of their solution, aligning with ACAS’s aim to enhance user request management while adhering to government policies. Such businesses can leverage this contract to establish a long-term relationship with a key public sector organisation.

## Notice

The current Acas IT Service Management tool (ITSM) contract is due to expire in February 2021. ACAS has sought to procure a new tool to replace this. Our aim has been to procure an ITSM tool to improve customer service and user request management, The current Acas ITSM is on-premise. In line with the Governments Cloud First policy, this has been an opportunity to select a new modern cloud-based solution (SaaS) to support ACAS's current and future needs, with minimal internal platform management overhead.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/873d61af-a7aa-44c0-83f1-6ee0f5cb3f91 |
| 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 | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 4 Feb 2021 |
| Submission deadline | 16 Oct 2020 |
| Future notice date | Not specified |
| Award date | 4 Nov 2020 |
| Contract period | 14 Dec 2020 - 13 Nov 2024 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £52,962 |
| Lots value | Not specified |
| Awards value | £52,962 |
| 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 | ADVISORY, CONCILIATION AND ARBITRATION SERVICE |
| Locality | LONDON |
| Post town | South West London |
| Postcode | SW1H 0TL |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | Westminster |
| Electoral ward | St James's |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | Not specified |

## Supplier

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

## CPV Codes

### Divisions

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

### Codes

- 72250000 - System and support services

## Release History

- 4 Feb 2021 at 10:55 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/873d61af-a7aa-44c0-83f1-6ee0f5cb3f91

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/873d61af-a7aa-44c0-83f1-6ee0f5cb3f91
  4th February 2021 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/d6f1bfed-933a-40f2-8d81-a5ffb6923911

## Notice URLs

- https://www.acas.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-b5fd17-40fe74d1-11dc-49ce-b06b-4232fc92bd9c. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-40fe74d1-11dc-49ce-b06b-4232fc92bd9c.json.