---
title: "Service Desk Software - Knowledge & Library Services"
ocid: "ocds-b5fd17-6aebfb41-2ad5-49c7-b7e4-a3f10661b2c0"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-6aebfb41-2ad5-49c7-b7e4-a3f10661b2c0"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-6aebfb41-2ad5-49c7-b7e4-a3f10661b2c0.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-6aebfb41-2ad5-49c7-b7e4-a3f10661b2c0.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "NHS ENGLAND"
published: "2025-04-03"
---

# Service Desk Software - Knowledge & Library Services

Buyer: NHS ENGLAND  
Current stage: Award  
OCID: ocds-b5fd17-6aebfb41-2ad5-49c7-b7e4-a3f10661b2c0

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-6aebfb41-2ad5-49c7-b7e4-a3f10661b2c0)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-6aebfb41-2ad5-49c7-b7e4-a3f10661b2c0.json)

## Summary

NHS England has completed the re-procurement of a service desk platform with knowledge management and change management capabilities to support the National Knowledge and Library Services team. The procurement process falls under the industry category of software package and information systems. This selective procurement, a call-off from a framework agreement, was awarded to Freshworks Inc. The contract period commenced on 1 March 2025 and will end on 28 February 2026, with the total contract value amounting to GBP 32,000. The procurement specifically considers suitability for small and medium enterprises (SMEs), making it a strategic opportunity for smaller businesses.

This tender can foster business growth for companies specialising in software packages and information systems, especially if they have robust service desk solutions with integrated knowledge and change management functions. SMEs are particularly well-positioned to compete, given the procurement's suitability criteria. By securing such contracts with prominent organisations like NHS England, businesses can enhance their portfolio and gain significant market exposure. This selective procurement also suggests the need for firms already familiar with framework agreements, offering them an opportunity to leverage their existing strengths and expertise.

## Notice

Re-procurement of a service desk platform with knowledge management and change management capabilities to support the National Knowledge and Library Services team.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/ae1beb49-c08c-4db9-9b79-41ebe8de5160 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Not specified |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME |
| Awardee scale | Not specified |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 3 Apr 2025 |
| Submission deadline | 30 Jan 2025 |
| Future notice date | Not specified |
| Award date | 26 Mar 2025 |
| Contract period | 1 Mar 2025 - 28 Feb 2026 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £32,000 |
| Lots value | Not specified |
| Awards value | £32,000 |
| 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 | NHS ENGLAND |
| Locality | LEEDS |
| Post town | Leeds |
| Postcode | LS1 4AP |
| Country | England |
| ITL 1 | TLE Yorkshire and The Humber |
| ITL 2 | TLE4 West Yorkshire |
| ITL 3 | TLE42 Leeds |
| Local authority | Leeds |
| Electoral ward | Hunslet & Riverside |
| Westminster constituency | Leeds South |
| 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 | FRESHWORKS |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48000000 - Software package and information systems

## Release History

- 3 Apr 2025 at 08:51 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/ae1beb49-c08c-4db9-9b79-41ebe8de5160
- 27 Mar 2025 at 11:32 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/19fe07d4-676c-40d9-ba8a-576df510d301

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/ae1beb49-c08c-4db9-9b79-41ebe8de5160
  3rd April 2025 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/19fe07d4-676c-40d9-ba8a-576df510d301
  27th March 2025 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/00fdf764-56b6-46e1-a8e8-9e5f628217d1
  [REDACTED] (C337538) DD_3418908_Freshworks - NHS England - G-Cloud Amended

## 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-b5fd17-6aebfb41-2ad5-49c7-b7e4-a3f10661b2c0. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-6aebfb41-2ad5-49c7-b7e4-a3f10661b2c0.json.