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PROCUREMENT OPPORTUNITY

IT Service Management Solution (RFS22-020)

The Council of the City of Wakefield · compiled

Tender information last checkedLast checked 30 Sept 2026, 06:36.

Opportunity overview

The 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.

Awarded to

Amounts belong to published awards or contracts. Where several suppliers share one value, it is labelled as shared and is not a supplier-specific allocation.

Alemba Ltd

Matched by number
Contract value
£219.4k
Awarded
Not supplied
Contract signed
23 Jul 2025
Award ID
042978-2025-1
Status
active
Identifier
GB-COH 6322945
Location
Chippenham, UKK15, SN15 1JW, United Kingdom

Classification

  • CPV72253000 — Helpdesk and support services

Lots

  • 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: 1. Be Cloud hosted by the Supplier; 2. Be hosted within the UK (United Kingdom) and compliant with relevant UK law; 3. 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.Value not stated

Published notice details

Additional information from the published procurement release. Fields appear only when supplied by the source; check the original notice and tender documents before acting.

Scope, procedure and submissions

Id
83603
Status
complete
Review Details
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).
Procurement Method
limited
Main Procurement Category
services
Procurement Method Details
Negotiated without publication of a contract notice
Why this procedure was chosen
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.

Legal basis

Id
32014L0024
Scheme
CELEX

Classification

Id
72253000
Scheme
CPV
Description
Helpdesk and support services

Procedure reasons

Entry 1
Id
D_EXTREME_URGENCY
Scheme
TED_PT_AWARD_CONTRACT_WITHOUT_CALL
Description
Extreme urgency brought about by events unforeseeable for the contracting authority/entity and in accordance with the strict conditions stated in the directive

Lots and requirements

Entry 1
Id
1
Has Options
No
Description
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: 1. Be Cloud hosted by the Supplier; 2. Be hosted within the UK (United Kingdom) and compliant with relevant UK law; 3. 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.

Award criteria

Criteria

Criterion 1
Name
Incident Management
Type
quality
Description
8
Criterion 2
Name
Service Request Management
Type
quality
Description
8
Criterion 3
Name
Customer Portal
Type
quality
Description
8
Criterion 4
Name
Knowledge Base
Type
quality
Description
4
Criterion 5
Name
Change Management
Type
quality
Description
8
Criterion 6
Name
Asset Management
Type
quality
Description
8
Criterion 7
Name
Configuration Management Database
Type
quality
Description
4
Criterion 8
Name
Reporting
Type
quality
Description
8
Criterion 9
Name
Integrations
Type
quality
Description
4
Criterion 10
Name
Configuration
Type
quality
Description
10
Criterion 11
Name
Records and Audit
Type
quality
Description
4
Criterion 12
Name
Training
Type
quality
Description
2
Criterion 13
Name
System Upgrades and Maintenance
Type
quality
Description
2
Criterion 14
Name
Future Plans
Type
quality
Description
2
Criterion 15
Type
price
Description
20

Items and delivery

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UKE45

Additional Classifications

Entry 1
Id
72253000
Scheme
CPV
Description
Helpdesk and support services

Buyer, suppliers and contacts

Organisation 1
Id
GB-FTS-155581
Name
The Council of the City of Wakefield

Roles

buyer

Address

Region
UKE45
Locality
Wakefield
Postal Code
WF12HQ
Country Name
United Kingdom
Street Address
Wood Street

Details

Classifications

Entry 1
Id
REGIONAL_AUTHORITY
Scheme
TED_CA_TYPE
Description
Regional or local authority
Entry 2
Id
01
Scheme
COFOG
Description
General public services

Identifier

Id
Public Procurement Organisation Number: PDZN-8179-PJQV
Legal Name
The Council of the City of Wakefield
Scheme Entered
The Council of the City of Wakefield

Contact

Name
Zoe Robinson
Organisation 2
Id
GB-COH-6322945
Name
Alemba Ltd

Roles

supplier

Address

Region
UKK15
Locality
Chippenham
Postal Code
SN15 1JW
Country Name
United Kingdom
Street Address
Brooke Suite Ground Floor Bewley House, Marshfield Road

Details

Scale
sme

Identifier

Id
6322945
Scheme
GB-COH
Legal Name
Alemba Ltd
Organisation 3
Id
GB-FTS-59051
Name
The Council of the City of Wakefield

Roles

reviewBody
mediationBody
reviewContactPoint

Address

Locality
Wakefield
Postal Code
WF1 2EB
Country Name
United Kingdom
Street Address
Corporate Procurement Team Wakefield One Burton Street

Identifier

Legal Name
The Council of the City of Wakefield

Contact

Award information

Award 1
Id
042978-2025-1
Status
active

Suppliers

Supplier 1
Id
GB-COH-6322945
Name
Alemba Ltd

Related lots

1

Contracts and changes

Entry 1
Id
042978-2025-1
Status
active
Award ID
042978-2025-1
Date Signed
24 Jul 2025, 00:00

Value

Amount
219,380
Currency
GBP

Recorded locations

  • Buyer location · Wakefield · UKE45 · WF12HQ · United Kingdom
  • Delivery location · UKE45

Notice and amendment history

1 published notice version reviewed by ProcuraAxis.

1 VERSION
  1. ocds-h6vhtk-0565f0-2025-07-24T20:26:30+01:00compiled ·