Official UK procurement notice
IT Service Management Solution (RFS22-020)
Authority: Wakefield Council (Local council)
What is being bought
Published requirement descriptionThe Council wishes to procure a software solution to support IT service management for incident, request, and problem management.
The solution will include a 'self-service' portal for users to enable resolution of some issues without the need for intervention by the Councils technology teams. Secondly, the Council will use the new system to support the implementation of new working processes including asset management, configuration management database, change control, and a knowledge base.
The Contract will be awarded for an initial period of 4 (four) years including implementation and go-live.
After the initial period, there will two, 36 month extension options. The full Contract period shall be for a maximum of 10 (ten) years.
CPV: Helpdesk and support services
The lotProcurement structure
single lot · no lot value publishedLot #1The Technology and Digital Transformation, in Wakefield Council, provides Information…
The Technology and Digital Transformation, in Wakefield Council, provides Information Technology (IT) services to the Council's technology users. The Council wishes to procure a software solution to support IT service management. The Council is undergoing transformation to improve existing IT processes and adopt new service management processes to provide a modern and responsive service to all users.
A phased approach to implementation will firstly enable the Council to continue to use the new system for incident, request, and problem management. This will include a 'self-service' portal for users to enable resolution of some issues without the need for intervention by the Councils technology teams. Secondly, the Council will use the new system to support the implementation of new working processes including asset management, configuration management database, change control, and a knowledge base.
The core solution must:
- Be Cloud hosted by the Supplier;
- Be hosted within the UK (United Kingdom) and compliant with relevant UK law;
- Use additional multi-factor authentication or support Single Sign On using the Councils Azure Active directory
The Contract will be awarded for an initial period of 4 (four) years including implementation and go-live.
After the initial period, there will two, 36 month extension options. The full Contract period shall be for a maximum of 10 (ten) years.
The maximum budget for this Contract for the full 10 year period is £1,275,000 including all costs for implementation, go-live and annual fees.
What it takes to wini
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Evaluation split and conditions of participation as published; the tender pack may add morei
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Published sub-criteria (15)
- Incident Management: 8%
- Service Request Management: 8%
- Customer Portal: 8%
- Knowledge Base: 4%
- Change Management: 8%
- Asset Management: 8%
- Configuration Management Database: 4%
- Reporting: 8%
- Integrations: 4%
- Configuration: 10%
- Records and Audit: 4%
- Training: 2%
- System Upgrades and Maintenance: 2%
- Future Plans: 2%
- price: 20%
Published award criteria (15)
- Incident Management: 8
- Service Request Management: 8
- Customer Portal: 8
- Knowledge Base: 4
- Change Management: 8
- Asset Management: 8
- Configuration Management Database: 4
- Reporting: 8
- Integrations: 4
- Configuration: 10
- Records and Audit: 4
- Training: 2
- System Upgrades and Maintenance: 2
- Future Plans: 2
- Price: 20
- Price carries 20 of 100 points: a 10% discount moves about 2 points. The method statement decides this lot, not the discount.
Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.
Procedure terms & legal framework
From the official record- Procedure method
- Negotiated without publication of a contract notice
- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Awarded
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- Unspecified in notice
- First published
- 24 Jul 2025, 20:26 BST
- Last source update
- 24 Jul 2025, 20:26 BST
- Authority reference
83603- FTS notice number
2025/S 000-042978- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-0565f0Find a Tender
- Why no open competition
Extreme urgency brought about by events unforeseeable for the contracting authority/entity and in accordance with the strict conditions stated in the directive
- Published justification
Under the Public Contracts Regulations 2015 (PCR 2015), failed to properly advertise a procurement under Regulation 79.
The publication of this voluntary transparency notice (VEAT) is under Regulation 99(3). The Council will also be observing a 10-days standstill period prior to award of the Contract.
By way of background to the procurement:
-Pre-market engagement was published via the Council's e-tendering platform (YORtender) and Contracts Finder on 22nd May 2023.
-Published the tender opportunity on Contracts Finder on 9th February 2023.
-15 bids were received.
-Above threshold tender timescales adhered to.
- The Council will publish the relevant award notices on FTS and Contracts Finder.
There is a potential risk to operational deliverability should we abandon the process and re-procure. The impact is significant to the Council as we have a failing solution, and there is a risk that the Authority may not meet its future PSN accreditation with the incumbent solution.
- Review procedure
The Council will incorporate a minimum 10 calendar day standstill period at the point when information on the award of the contract is communicated to tenderers. If an appeal regarding the award of a contract has not been successfully resolved the Public Contracts Regulations 2015 (SI 2015/102) provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High Court (England, Wales and Northern Ireland).
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| Alemba Ltd | £219,380 † | — | Awarded |
Contracts
Contract 042978-2025-1 · Alemba Ltd
- Signed
- 24 Jul 2025
- Value
- £219,380
- Status
- active
Contracting authority & participating public bodies
Bidders & participating suppliers
1 commercial party on the notice- Alemba LtdAwarded supplier
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.