---
title: "IT Service Desk Software Solution for NHS Mid and South Essex ICB"
ocid: "ocds-b5fd17-8217af6d-7cca-4342-bf65-11421f165588"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-8217af6d-7cca-4342-bf65-11421f165588"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-8217af6d-7cca-4342-bf65-11421f165588.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-8217af6d-7cca-4342-bf65-11421f165588.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "ATTAIN"
published: "2023-10-31"
---

# IT Service Desk Software Solution for NHS Mid and South Essex ICB

Buyer: ATTAIN  
Current stage: Award  
OCID: ocds-b5fd17-8217af6d-7cca-4342-bf65-11421f165588

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-8217af6d-7cca-4342-bf65-11421f165588)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-8217af6d-7cca-4342-bf65-11421f165588.json)

## Summary

The NHS Mid and South Essex Integrated Care Board has awarded a contract for the provision of IT Service Desk Software Solutions to Freshworks Inc. The contract is worth £53,978.40 inc. VAT and spans a period of 3 years from March 31, 2023, to March 30, 2026. The procurement method used was direct, specifically a Single tender action (below threshold). The tender period ended on March 30, 2023.

This procurement opportunity with the NHS offers potential for business growth particularly for IT service providers specializing in IT Service Desk software solutions. The contract period allows for stability and planning for interested businesses in the software package and information systems industry category. Small and medium-sized enterprises (SMEs) are considered suitable for this tender, offering a chance for smaller businesses to compete and thrive in this competitive sector.

## Notice

This is a Contract Award Notice to communicate a contract award made by the Authority, NHS Mid and South Essex Integrated Care Board, (hereinafter referred to as "the Authority") in compliance with their local standing financial instructions (SFIs). This Contract Award is made by the Authority to Freshworks inc. for the provision of IT Service Desk Software Solutions. The contract term is for 3 years from the 31st March 2023 until the 30th March 2026. The aggregate contract value is PS53,978.40 inc. VAT. The provision of IT Service Desk Software Solutions includes affordable, configurable, ITIL4 aligned, IT Service Desk software solution. Featuring an intuitive UI, robust ticketing - Incident, Problem, Change and Release Management, powerful self-serve portal with service catalogue & knowledge management, enterprise reporting, rich integration capabilities, smart automation, and AI/ML capabilities. Freshservice is device agnostic and available via Android/iOS apps. The service includes base charges of PS29,030.40. including PS17,820 (Freshservice Pro) + PS7,128 (FreshChat) = PS24,948. Therefore the aggregate contract total is PS53,978.40 inc. VAT. This notice is being published to reflect the date by which the Authority has satisfied it's internal governance process and the Authority's signatures have been ascertained, not at the time of the proposed start-date of this contract. The Authority is publishing this Contract Award Notice in the Contracts Finder in accordance with the Public Contracts Regulations 2015 (as amended by The Public Procurement (Amendment etc.) (EU Exit) Regulations 2020) for spend above PS30,000.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/365d5f11-9435-4575-928e-9a5067d5765c |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| Procurement method | Direct |
| Procurement method details | Single tender action (below threshold) |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 31 Oct 2023 |
| Submission deadline | 30 Mar 2023 |
| Future notice date | Not specified |
| Award date | 29 Mar 2023 |
| Contract period | 30 Mar 2023 - 30 Mar 2026 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £53,978 |
| Lots value | Not specified |
| Awards value | £53,978 |
| 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 | ATTAIN |
| Locality | BASILDON |
| Post town | Southend-on-Sea |
| Postcode | SS14 3HG |
| Country | England |
| ITL 1 | TLH East (England) |
| ITL 2 | TLH3 Essex |
| ITL 3 | TLH37 Essex Thames Gateway |
| Local authority | Basildon |
| Electoral ward | Fryerns |
| Westminster constituency | Basildon and Billericay |
| Delivery location | Not specified |

## 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

- 31 Oct 2023 at 18:23 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/365d5f11-9435-4575-928e-9a5067d5765c

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/365d5f11-9435-4575-928e-9a5067d5765c
  31st October 2023 - Awarded contract notice on Contracts Finder

## Notice URLs

- https://www.midandsouthessex.ics.nhs.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-b5fd17-8217af6d-7cca-4342-bf65-11421f165588. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-8217af6d-7cca-4342-bf65-11421f165588.json.