---
title: "Service Now (People Gateway) & Engage"
ocid: "ocds-h6vhtk-0391d7"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0391d7"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0391d7.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0391d7.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "COVENTRY UNIVERSITY"
published: "2022-12-16"
---

# Service Now (People Gateway) & Engage

Buyer: COVENTRY UNIVERSITY  
Current stage: Award  
OCID: ocds-h6vhtk-0391d7

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0391d7)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-0391d7.json)

## Summary

The Coventry University has awarded a contract for the procurement of "Service Now (People Gateway) & Engage" under the main procurement category of goods. This contract, with an award value of £366,800 in GBP, was signed on 16th December 2022. The procurement method used was "limited", specifically "Negotiated without publication of a contract notice". The People Gateway, a knowledge base and communication tool, is critical for customer interaction and management, making it essential to maintain the current supplier arrangement with Engage ESM Ltd.

This tender opportunity for "Service Now (People Gateway) & Engage" by Coventry University is suitable for businesses providing industry-specific software packages. The contract is in the award stage, with Engage ESM Ltd being the active supplier. Businesses experienced in providing similar services to educational institutions or public bodies would find this opportunity well-suited for expansion. Given the critical role of the People Gateway in customer interactions, businesses with expertise in service management software solutions are encouraged to engage with Coventry University for potential collaborations.

## Notice

The People Gateway provides our customers with a knowledge base, and a way of communicating with the team, submitting information, requests and case management. Engage ESM, provides us with the technical support.

### Lot Information

Lot 1

The People Gateway is a repository for our polices, procedures and FAQ's, and it also allows the business to communicate, submit information, forms and to raise enquiries with the People Team. The functionality also enables us to effectively manage the volume of work and prioritise cases where necessary to improve the overall customer experience.

### Procurement Information

The current contract is due to expire on 31 December 2022, if we don't extend the contract, we will essentially lose the People Gateway functionality. The People Gateway is not only a repository for our polices, procedures and FAQ's, but it also allows the business to communicate, submit information or forms or to raise enquiries with the People Team. The functionality also enables us to effectively manage the volume of work and prioritise cases where necessary to improve the overall customer experience. Service Now are market leaders for this type of product, therefore if we went out to tender we would struggle to find a comparable product. We have been with both Service Now and Engage for over 6 years now and the People Gateway is something that is used widely across the business. With Digital Services also being with Service Now, it allows us to share information on occasions as we have done with the Agile Working Scheme. Changing suppliers at this stage so close to the go-live date for Project Evolve, would not only generate a lot of additional work ahead of the new system, but it would also be very disruptive for the business.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/035636-2022 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| Procurement method | Limited |
| Procurement method details | Negotiated without publication of a contract notice |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 16 Dec 2022 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 16 Dec 2022 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £366,800 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | COVENTRY UNIVERSITY |
| Locality | COVENTRY |
| Post town | Coventry |
| Postcode | CV1 5FB |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG33 Coventry |
| Local authority | Coventry |
| Electoral ward | St Michael's |
| Westminster constituency | Coventry South |
| Delivery location | TLG33 Coventry |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | ENGAGE ESM |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48100000 - Industry specific software package

## Release History

- 16 Dec 2022 at 10:59 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/035636-2022

## Notice URLs

- https://www.coventry.ac.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-h6vhtk-0391d7. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0391d7.json.