---
title: "Zendesk Licenses"
ocid: "ocds-h6vhtk-06df05"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06df05"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-06df05.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-06df05.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "NHS Litigation Authority"
published: "2026-08-07"
---

# Zendesk Licenses

Buyer: NHS Litigation Authority  
Current stage: Award  
OCID: ocds-h6vhtk-06df05

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06df05)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-06df05.json)

## Summary

NHS Litigation Authority, trading as NHS Resolution, procured Zendesk software licences for its existing service desk platform. The requirement is for continued access to service desk software and information systems supporting critical operational services across Digital, Data and Technology, Business Intelligence and Human Resources. The platform is embedded in established workflows, configurations, data structures, reporting arrangements and support services, and also supports recently implemented enterprise case management and associated business applications. This is a software and information systems requirement rather than a new implementation: the purpose is to maintain continuity while NHS Resolution completes business and technology transformation and reviews its longer-term service desk needs. The buying organisation is a central government public authority based in London.

The procurement is complete and was awarded through a direct award under the Procurement Act 2023, on the basis that technical reasons meant only the incumbent could provide the existing service. Zendesk was selected for the single lot. The award date was 7 August 2026, with a standstill period ending on 18 August 2026 and a scheduled signature date of 19 August 2026. The initial contract period is 20 August 2026 to 19 August 2027, with an option to extend by 12 months to 19 August 2028 at the buyer’s discretion. The awarded value is £269,509.60 excluding VAT, or £323,411.52 including VAT. The award is recorded as pending.

This opportunity indicates demand for an established enterprise service desk platform that can support critical public-sector operations without disrupting existing processes. A credible future competitor would need proven service desk software, strong configuration and systems-integration capability, and the ability to work with existing workflows, data structures, reporting and support arrangements. Experience supporting enterprise case management and associated business applications would be relevant, as would the capacity to deliver reliable continuity during a period of technology transformation. Suppliers should be able to manage data migration, workflow redesign, configuration, integration, testing, user training and related business change where a replacement platform is considered. The buyer’s direct-award rationale shows that technical compatibility and incumbent-level operational continuity were decisive factors.

## Notice

Direct award Under PA23 for the procurement of Zendesk Licenses

### Procurement Information

NHS Resolution intends to directly award a contract for the continued provision of its existing service desk platform. The current service desk platform supports critical operational services across NHS Resolution's Digital, Data and Technology, Business Intelligence and Human Resources functions and is embedded within established operational processes, workflows, reporting arrangements and support services. NHS Resolution is currently completing a significant programme of business and technology transformation, including the implementation and stabilisation of a new enterprise case management system and associated business applications. The existing service desk platform forms an integral component of the support arrangements for these systems and associated business processes. NHS Resolution has concluded that, due to technical reasons, only the incumbent supplier can provide the existing service required. The current platform is embedded within NHS Resolution's operating environment and supports established workflows, configurations, data structures and operational processes. Whilst alternative service desk products are available within the wider market, their adoption would require NHS Resolution to undertake the procurement, implementation and migration of a replacement platform, including data migration, workflow redesign, configuration, systems integration, testing, user training and associated business change activities. NHS Resolution considers that such solutions do not represent reasonable alternatives to the continued provision of the existing service in the current circumstances. The proposed contract will be awarded for an initial period of 12 months, with an option to extend for a further 12 months if required. The duration has been selected to provide sufficient time for NHS Resolution to complete the stabilisation of its recently implemented systems, undertake a review of future service requirements, conduct a competitive procurement process and implement any replacement solution. The arrangement is therefore intended as a temporary measure to maintain continuity of a critical operational service whilst longer-term arrangements are established. NHS Resolution therefore considers that the circumstances for direct award are met and that the proposed contract represents a proportionate and time-limited arrangement pending future competition

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/075358-2026 |
| Notice type | UK6 - Contract Award Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| Procurement method | Direct |
| Procurement method details | Direct award |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 7 Aug 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 7 Aug 2026 |
| Contract period | 20 Aug 2026 - 19 Aug 2027 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | £269,509 |
| Contracts value | Not specified |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NHS Litigation Authority |
| Locality | LONDON |
| Postcode area | East London |
| Postcode | E14 4PU |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI42 Tower Hamlets |
| Local authority | Tower Hamlets |
| Electoral ward | Canary Wharf |
| Westminster constituency | Poplar and Limehouse |
| Delivery location | Not specified |

## Supplier

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

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48000000 - Software package and information systems
- 48517000 - IT software package

## Release History

- 7 Aug 2026 at 14:35 - Award - UK6 - Contract Award Notice - https://www.find-tender.service.gov.uk/Notice/075358-2026
- 7 Aug 2026 at 12:18 - Award - UK5 - Transparency Notice - https://www.find-tender.service.gov.uk/Notice/075259-2026

## Documents

- https://www.find-tender.service.gov.uk/Notice/075358-2026
  7th August 2026 - Contract award notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/075259-2026
  7th August 2026 - Transparency notice on Find a Tender

## Notice URLs

- https://www.legislation.gov.uk/ukpga/2023/54/contents
- https://www.resolution.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-h6vhtk-06df05. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-06df05.json.