Official UK procurement notice
CPT_26_03 IT Service management (ITSM)
Authority: National Audit Office (Central government)
What is being bought
Published requirement descriptionThe National Audit Office (NAO) is the UK's independent public spending watchdog. It supports Parliament in holding government to account and helps improve public services through high quality audit and assurance work.
The NAO is seeking to appoint an experienced supplier to provide an enterprise grade IT Service Management (ITSM) solution and associated support services for internal users across the organisation.
The requirement includes the provision, implementation, configuration, and ongoing support of an ITSM platform capable of supporting core ITSM processes, including incident management, service requests, change management, asset and configuration management, workflow automation, reporting, and governance. The solution must be scalable, configurable, and proportionate to the NAO's operational needs, and capable of supporting multiple internal functional areas.
The selected supplier will be expected to deliver a controlled transition from the incumbent system, including secure data migration, integration with the NAO's Microsoft based digital estate, and service readiness activities, with minimal disruption to business operations. The solution should provide an intuitive user experience, configurable workflows, and accessible reporting, without reliance on complex development or ongoing external consultancy.
The NAO also requires robust ongoing platform support, including routine updates, security maintenance and patching, and effective vulnerability management and remediation. This should include the ability to identify, assess, track, prioritise, and remediate security vulnerabilities affecting the ITSM platform and its components, supported by appropriate controls, governance, and reporting.
The selected supplier must be able to provide assurance that vulnerabilities are managed in line with recognised industry good practice and the NAO's information security and risk management requirements.
In addition, the supplier must demonstrate a sustainable product roadmap and ongoing service support model to ensure long term service continuity, platform resilience, and alignment with the NAO's future operational and digital requirements.
The contract is expected to commence on Wednesday 4th November 2026 and includes an initial six month mobilisation and implementation period, with service go live anticipated from
Tuesday 1st June 2027.
The initial contract term will be three (3) years, with options to extend for up to two further periods of twelve (12) months, up to a maximum contract end date of Monday 31st May 2032.
The estimated maximum contract value is £1.8 million inclusive of VAT over the full potential five year term.
- The authority expects to re-tender this requirement around 3 Mar 2031, 23:59 GMT.
- How the procedure runs: This Competitive Flexible Procedure is being conducted in accordance with the Procurement Act 2023 (the Act), as further detailed in the Procurement Specific Questionnaire (PSQ) and the Invitation to Participate (ITP), which is provided for information only at this stage of the procurement. Responses to the PSQ will be used as the first stage of the process to identify suitably qualified and experienced suppliers ("Participants") to be invited to tender. It is intended that the NAO will shortlist up to five (5) Participants to be invited to submit tenders, in accordance with section 20(4)(a) of the Act.
- No preliminary market engagement: The National Audit Office (NAO) has carried out informal preliminary market engagement to inform its understanding of the market and the IT Service Management (ITSM) requirement. This engagement was exploratory in nature and did not confer any advantage on any supplier. No Preliminary Market Engagement Notice was published. However, all relevant procurement documents are being made available at the point of publication, and the procurement is being conducted in a fully transparent and competitive manner. Any supplier engagement events held after publication of the Invitation to Participate will form part of the live procurement process and will be managed transparently, with equal access to information for all interested suppliers.
CPV: Information technology services · Software package and information systems
The lotProcurement structure
single lot · value publishedLot #1RenewalPublished value£1,500,000
- Economic & financial standing
Please refer to the Invitation to Participate (ITP) documentation and the Procurement Specific Questionnaire (PSQ) for further details.
- Technical & professional ability
Please refer to the Invitation to Participate (ITP) documentation and the Procurement Specific Questionnaire (PSQ) for further details.
- Condition of participationshortlisting
Suppliers will be selected to tender based on their responses to the Procurement Specific Questionnaire (PSQ) and whether they meet the published Conditions of Participation. A maximum of five suppliers will be invited to tender.
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).
- Award: The overall evaluation at the Invitation to Submit Final Tender (ISFT) stage will be conducted using a Quality and Price ratio of 80% allocated to Quality and 20% allocated to Price
- Price: The overall evaluation at the Invitation to Submit Final Tender (ISFT) stage will be conducted using a Quality and Price ratio of 80% allocated to Quality and 20% allocated to Price
- Economic & financial standing
Please refer to the Invitation to Participate (ITP) documentation and the Procurement Specific Questionnaire (PSQ) for further details.
- Technical & professional ability
Please refer to the Invitation to Participate (ITP) documentation and the Procurement Specific Questionnaire (PSQ) for further details.
- Condition of participationshortlisting
Suppliers will be selected to tender based on their responses to the Procurement Specific Questionnaire (PSQ) and whether they meet the published Conditions of Participation. A maximum of five suppliers will be invited to tender.
Procedure terms & legal framework
From the official record- Procedure method
- Competitive flexible procedure
- Legal basis
- UKPGA · 2023/54 Procurement Act 2023
- Procurement category
- Services
- Notice status
- Closed
- Procurement threshold
- Above threshold (FTS publication)
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- Yes · next expected 3 Mar 2031
- First published
- 29 Apr 2026, 15:05 BST
- Last source update
- 29 Apr 2026, 15:05 BST
- Award evaluation window
- Submission end – 5 Oct 2026
- FTS notice number
2026/S 000-039299- Latest notice
- Tender notice (UK4)
- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-068e31Find a Tender
- How it runs
This Competitive Flexible Procedure is being conducted in accordance with the Procurement Act 2023 (the Act), as further detailed in the Procurement Specific Questionnaire (PSQ) and the Invitation to Participate (ITP), which is provided for information only at this stage of the procurement.
Responses to the PSQ will be used as the first stage of the process to identify suitably qualified and experienced suppliers ("Participants") to be invited to tender. It is intended that the NAO will shortlist up to five (5) Participants to be invited to submit tenders, in accordance with section 20(4)(a) of the Act.
How it was run
Official notice- Requests to participate (first stage)
- 1 Jun 2026, 12:00 BST
- Submission deadline
- 1 Jun 2026, 12:00 BST
- Clarification deadline
- 12 May 2026, 12:00 BST
- Submission channel
- Official e-sourcing portal
- Electronic submission
- Allowed
- Accepted languages
- en
Supplier information
Potential suppliers interested in this new opportunity MUST ensure to register an account first on Find a Tender Central Digital platform here www.find-tender.service.gov.uk/Search ↗ and include their core business details onto the system.
Once potential suppliers accounts have been set up their account on Find a Tender Central Digital platform and their Share Code has been generated, suppliers should then access the tender documentation as follows:
Tender documentation
The National Audit Office will be using the Delta eSourcing system to electronically conduct this procurement exercise and interested potential suppliers need to express an interest in the opportunity by registering onto the Delta eSourcing system by clicking the
" Register as a Supplier" link at
login.bipsolutions.com/casDelta/login ↗.
Once registered and then logged onto Delta, potential suppliers will need to use the Access Code number 5S6557UA33 to locate the procurement exercise.
Then potential Suppliers must select "Register Interest" to view the tender documentation, raise clarification questions and subsequently submit their response to the procurement exercise.
Virtual Market Engagement
The NAO would like to invite interested suppliers to attend a Virtual Market Engagement event taking place on Friday 8th May 2026 at 10.00 to 11.00am.
The purpose of the events is to offer attendees the opportunity to hear about the IT Service management (ITSM) requirement
If organisations are interested in attending the Virtual Market Engagement event, then send expressions of interest via email to [email protected] by 12 noon on Thursday 7th May 2026.
The email needs to include your name, position, organisation and contact details alongside the names and positions of other colleagues wishing to attend. Further details will be made available nearer the time of the event.
For further assistance with using Delta, please contact the Delta Help Desk on 0800 923 9236.
Timeline
29 Apr 2026 → 4 Nov 2026 · 5 dates- Tender notice published176 days ago29 Apr 2026, 15:05 BST
- Clarification questions by163 days ago12 May 2026, 12:00 BST
- Submission deadline143 days ago1 Jun 2026, 12:00 BST
- Award decision expected by16 days ago5 Oct 2026, 23:59 BST
- Today22 Oct 2026
- Contract startsin 13 days4 Nov 2026
Notice history
1 event · 1 release on Find a Tender- Tender notice published29 Apr 2026, 15:05 BSTUK4
Contracting authority & participating public bodies
Official documents & specifications (3)
Official links; attachments are not copiedTender pack and attachments
- Technical specifications Stage 1 procurement documents are available via the Delta eSourcing portal and can be accessed once suppliers have registered. Further documents, including detailed requirements and award criteria, will be issued to shortlisted suppliers at Stage 2 The Delta eSourcing web address…
- Bidding documents and specificationsAccess: Stage 1 procurement documents are available via the Delta eSourcing portal and can be accessed once suppliers have registered. Further documents, including detailed requirements and award criteria, will be issued to shortlisted suppliers at Stage 2 The Delta eSourcing web address at https://login.bipsolutions.com/casDelta/login?service=https://www.delta-esourcing.com/delta/j_spring_cas_security_check.
Notices published for this procedure
- Tender notice Tender notice on Find a Tender