--- title: "How can technology enable fast-growing digital public service providers to dynamically scale their service management capabilities as demand, complexity and customer expectations increase?" ocid: "ocds-h6vhtk-06f496" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06f496" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-06f496.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-06f496.json" source: "Find A Tender Service" current_stage: "Award" buyer: "Scottish Government" published: "2026-09-08" --- # How can technology enable fast-growing digital public service providers to dynamically scale their service management capabilities as demand, complexity and customer expectations increase? Buyer: Scottish Government Current stage: Award OCID: ocds-h6vhtk-06f496 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06f496) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-06f496.json) ## Summary The Scottish Government sought a technology-enabled service management solution for a growing portfolio of digital public services, including ScotAccount, ScotPayments, mygov.scot and Cloud Platform Services. The requirement covered scalable approaches to service operations as demand, complexity and user expectations increase, with the aim of maintaining resilient, secure and efficient services and reducing risks to service quality, productivity, revenue and public trust. The work falls within research and development and related consultancy, with associated system support, helpdesk support, software development and wider IT services. Delivery was for the Scottish Government’s digital services in Scotland, with the buyer based in Glasgow. The procurement used an open procedure and was cancelled; its single lot was also cancelled. The recorded award was unsuccessful and marked as discontinued, so no supplier was selected. The estimated value was £650,000. Bids were due by 20 October 2026 at 12:00, with the same time recorded for bid opening, and bids were to remain valid for 180 days. The proposed contract duration was 720 days, with an extension available if required. Evaluation placed 100% on quality and 0% on price. English was the submission language, variants were not allowed, and electronic ordering and payment were supported, with electronic invoicing allowed. Although this process was discontinued, it identifies a clear Scottish Government demand for service management that can scale across multiple public digital services. Relevant suppliers would need to combine service management expertise with technology, software development, IT consultancy, helpdesk and support capability. Credible competitors would be able to address resilience, security, operational efficiency and changing service demand, while understanding the consequences of service failure for productivity, revenue and public trust. The CivTech context also points to interest in innovative businesses, teams or individuals able to co-produce practical solutions with public-sector users and develop them into sustainable products. Experience supporting complex, citizen-facing digital services would be particularly relevant. ## Notice The Scottish Government's Directorate for Digital is seeking an innovative service management solution to support a growing portfolio of digital services, including ScotAccount, ScotPayments, mygov.scot, Cloud Platform Services, and more. As demand, complexity and user expectations increase, we require scalable, technology-enabled approaches that can grow as our services grow, while delivering value for money. A successful solution will help ensure resilient, secure and efficient service operations, reducing risks to service quality, productivity, revenue and public trust, while supporting the future development of Scotland's digital public services. ### Lot Information Lot 1 CivTech's mission is to drive daring and innovation in the public sector by collaboratively solving Challenges that make people's lives better - and in doing so create generations of sustainable, high growth businesses. CivTech brings together public sector expertise and private sector innovation to solve real problems, develop new products, and deliver better, faster and easier services for everyone. Central to the approach is co-production with the citizen. Part of the Scottish Government's Directorate for Digital, CivTech's approach is helping transform public sector engagement with tech and innovation, delivering significant benefits to public services, producing genuine uplifts for the Scottish economy - and along the way, making lives better. Across the country there are problems public sector organisations would like to solve and in the current environment the need for smart, efficient and effective products has never been greater. The Scottish Government is aware innovation is a good way to create them and is committed to ensuring a large part of its tech spend goes to innovative businesses - whatever stage they're at, or size they are. This is where CivTech comes in. The CivTech Innovation Flow is designed to create products as quickly and effectively as possible, and uses a true Accelerator model at the heart of its Innovation Flow model. For you - whether you're an individual, team or company - it's an opportunity to take on a Challenge, solve it, and win contracts with a blue-chip public sector organisation. You'll build a product, and a business to take it as far as possible. Because here's the kicker: the Challenges we issue aren't 'single organisation' problems - most of the problems we are solving exist worldwide. In short: Open Challenges are set. Any organisation, team or individual can respond. Applications are assessed, and shortlisted proposals go into an Exploration Stage where they're developed further together with the Challenge Sponsor and the CivTech [for which participating applicants are paid]. The best go through to the Accelerator - a period of intensive work to create the solution, and through CivTech's unique business growth workshop system, a business capable of taking the product to the world. Please visit our website for information on CivTech and how to get involved https://www.civtech.scot/how-to-apply-civtech-12 https://www.civtech.scot/civtech-12-challenge-2-scaling-dynamically-service-management-capabilities Renewal: The contract can be extended if required ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/084972-2026 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 8 Sep 2026 | | Submission deadline | 20 Oct 2026 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £650,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Cancelled | | Lots status | Cancelled | | Awards status | Unsuccessful | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | Scottish Government | | Locality | GLASGOW | | Postcode area | Glasgow | | Postcode | G2 8LU | | Country | Scotland | | ITL 1 | TLM Scotland | | ITL 2 | TLM3 West Central Scotland | | ITL 3 | TLM32 Glasgow City | | Local authority | Glasgow City | | Electoral ward | Anderston/City/Yorkhill | | Westminster constituency | Glasgow North | | Delivery location | Not specified | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support - 73 - Research and development services and related consultancy services ### Codes - 72000000 - IT services: consulting, software development, Internet and support - 72250000 - System and support services - 72253000 - Helpdesk and support services - 73000000 - Research and development services and related consultancy services ## Release History - 8 Sep 2026 at 14:50 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/084972-2026 - 8 Sep 2026 at 14:00 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/084913-2026 ## Notice URLs - http://www.scotland.gov.uk - https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000841863 - https://www.civtech.scot/civtech-12-challenge-2-scaling-dynamically-service-management-capabilities - https://www.civtech.scot/how-to-apply-civtech-12 - https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA10482 ## 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-06f496. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-06f496.json.