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Find a TenderAwardedContract performance notice
Published 25 Mar 2025, 14:12 GMT

Official UK procurement notice

K280022574 tender_6262 - ServiceNow Managed Services 2025

Official notice

Authority: Driver and Vehicle Standards Agency (Central government)

ServicesCompetitive flexible procedureAbove thresholdSME suitable
Sectors: IT Services & Software (72) Delivery: UK
Published estimate£10,000,000≈ £5.0m / year · £12,000,000 inc. VAT
Submissions closed 21 Apr 2025awarded 2 Sept 2025
Awarded to Deloitte
Contract term 2 yrsends 16 Jul 2027 · up to 16 Jul 2029 with extensions · starts 17 Jul 2025

What is being bought

Published requirement description

DVSA is seeking a managed services provider for Incident Management, Hardware Asset Management, Software Asset Management, Problem Management, Change Management, Service Management, Security Operations and Vulnerability Response. Our goals are to ensure timely resolution of incidents with minimal disruption.

  • The authority expects to re-tender this requirement around 20 Jan 2027, 23:59 GMT.
  • How the procedure runs: Stage One: Participation: 1. Publish Tender Notice, providing access to the Requests to Participate document via DVSA Jaggaer portal. 2. Recieve Requests to Participate from interested suppliers. 3. Assess responses against conditions of participation, exclusions and objective criteria to limit suppliers. 4. Inform Suppliers not invited to participate further. 5. Invite remaining Suppliers to submit final tenders. Stage Two: Evaluate: 1. Recieve final tenders. 2. Evaluate final tenders and determine Most Advantageous Tender (MAT). Stage Three: Award: 1. Inform Suppliers of the outcome and issue assessment summaries. 2. Publish Contract Award Notice. 3. Following standstill enter into the contract with the winning Supplier. 4. Publish contract details notice.
  • No preliminary market engagement: In accordance with official guidance, a preliminary market engagement notice is not required as DVSA published an FTS PIN under PCR 2015 on 14th February 2025. Procurement identifier (OCID): ocds-h6vhtk-04e1fa

CPV: IT services: consulting, software development, Internet and support

The lotProcurement structure

single lot · value published
Lot #1AwardedRenewal 2 yrsSMEPublished value£10,000,000
Contract period: 17 Jul 2025 – 16 Jul 2027 (2 yrs) · up to 16 Jul 2029 with extensionsValue: £10,000,000 exc. VAT · £12,000,000 inc. VAT
Delivery: UKEligibility: SME eligible
Extensions: Yes, optional deliverables shall be included within the scope/specification. · There will be an option for the buyer to extend the contract at its discretion, for one year plus another year (1+1)
72000000 IT services: consulting, software development, Internet and support
Pre-qualification & selection criteria (PQQ)2
  • Economic & financial standing

    Interested Suppliers must have a minimum D&B credit rating score of 35. Suppliers in breach of the mandatory or discretionary exclusions set out in the Procurement Act 23 will not be eligible to Bid.

  • Technical & professional ability

    Provide evidence of UK-based Elite (or above) ServiceNow partner status in consulting, implementation, and managed services.​ To achieve Elite Partner status with ServiceNow, a partner must demonstrate a high level of competency across multiple ServiceNow products and workflows.

    Be able to provide and support a direct relationship with the third-party supplier and DVSA for delivery of all services where they are a ServiceNow Reseller.​

    Demonstrate recent experience in delivering managed services for UK government departments or agencies.​

    Have a minimum of 5 years of experience in providing managed services for the ServiceNow platform

    Have certified ServiceNow professionals with expertise in the following modules in particular: ITSM, ITOM, CSM, and SecOps ​

    Have a clear methodology for project management, risk management, and quality assurance.​

    Have a support team with defined SLAs for incident resolution and service requests.​

    Provide ServiceNow 24/7 Managed Service, this includes:​ A 24/7, 365 response for P1 & P2 incidents, whilst a response between 08:00 to 18:00 Monday to Friday (excluding bank holidays) is expected for P3 & P4 incident.​

    Have the capability to build applications on the ServiceNow platform to meet specific business requirements, whilst maintaining the development to as closely out of the box as possible.​

    Focus on areas that have been excessively customised, and offer guidance on best practices to revert to a more standard, out-of-the-box configuration​

    Create and sustain integrations between ServiceNow and other systems​

    Establish a clear process and governance strategy to determine when platform developments or enhancements are considered customisations and highlight these to the DVSA prior to development.

    Have clear governance frameworks to manage the development and deployment of low/no code applications. This includes setting guidelines for developers and ensuring compliance with organisational standards.

What it takes to win
i

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 more
How bids were scored
Quality: 60%Price: 30%Social value: 10%
Published sub-criteria (3)
  • Technical: 60%
  • Price: 30%
  • Social Value: 10%
Published award criteria (3)
  • Price
  • Social Value
  • Technical
Conditions of participation2
  • Economic & financial standing

    Interested Suppliers must have a minimum D&B credit rating score of 35. Suppliers in breach of the mandatory or discretionary exclusions set out in the Procurement Act 23 will not be eligible to Bid.

  • Technical & professional ability

    Provide evidence of UK-based Elite (or above) ServiceNow partner status in consulting, implementation, and managed services.​ To achieve Elite Partner status with ServiceNow, a partner must demonstrate a high level of competency across multiple ServiceNow products and workflows.

    Be able to provide and support a direct relationship with the third-party supplier and DVSA for delivery of all services where they are a ServiceNow Reseller.​

    Demonstrate recent experience in delivering managed services for UK government departments or agencies.​

    Have a minimum of 5 years of experience in providing managed services for the ServiceNow platform

    Have certified ServiceNow professionals with expertise in the following modules in particular: ITSM, ITOM, CSM, and SecOps ​

    Have a clear methodology for project management, risk management, and quality assurance.​

    Have a support team with defined SLAs for incident resolution and service requests.​

    Provide ServiceNow 24/7 Managed Service, this includes:​ A 24/7, 365 response for P1 & P2 incidents, whilst a response between 08:00 to 18:00 Monday to Friday (excluding bank holidays) is expected for P3 & P4 incident.​

    Have the capability to build applications on the ServiceNow platform to meet specific business requirements, whilst maintaining the development to as closely out of the box as possible.​

    Focus on areas that have been excessively customised, and offer guidance on best practices to revert to a more standard, out-of-the-box confi…

What this means for your bid
  • Price carries 30 of 100 points: a 10% discount moves about 3 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
Competitive flexible procedure
Legal basis
UKPGA · 2023/54 Procurement Act 2023
Procurement category
Services
Notice status
Awarded
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 20 Jan 2027
First published
25 Mar 2025, 14:12 GMT
Last source update
24 Sept 2026, 17:07 BST
Award evaluation window
Submission end – 16 Jul 2025
Authority reference
K280022574
FTS notice number
2025/S 000-011138
Latest notice
Contract performance notice (UK9)
Classification (CPV)
IT services: consulting, software development, Internet and support
Delivery area
UK
Official registry OCID
ocds-h6vhtk-04f878 Find a Tender
How it runs

Stage One: Participation:

  1. Publish Tender Notice, providing access to the Requests to Participate document via DVSA Jaggaer portal.
  2. Recieve Requests to Participate from interested suppliers.
  3. Assess responses against conditions of participation, exclusions and objective criteria to limit suppliers.
  4. Inform Suppliers not invited to participate further.
  5. Invite remaining Suppliers to submit final tenders.

Stage Two: Evaluate:

  1. Recieve final tenders.
  2. Evaluate final tenders and determine Most Advantageous Tender (MAT).

Stage Three: Award:

  1. Inform Suppliers of the outcome and issue assessment summaries.
  2. Publish Contract Award Notice.
  3. Following standstill enter into the contract with the winning Supplier.
  4. Publish contract details notice.

How it was run

Official notice
Run through: Jaggaer · Who buys & how to bid on JAGGAER
Supplier login requiredElectronic submission allowedLanguage: EN
Access & registration note: Free; latest Chrome/Edge/Firefox only — corporate browsers fail
Requests to participate (first stage)
21 Apr 2025, 23:59 BST
Submission deadline
21 Apr 2025, 23:59 BST
Clarification deadline
11 Apr 2025, 12:00 BST
Submission channel
Official e-sourcing portal
Electronic submission
Allowed
Accepted languages
en
Detailed submission instructions & authority contactsFrom official release

Requests to Participate must be submitted via the Jaggaer portal. To participate in the opportunity, you must first register on the portal. You can do this by clicking the grey “click here to register!” button on the link above and following the instructions. You will then be able to access the opportunity document - the PQQ code is: pqq_557.

dft.app.jaggaer.com ↗

Please note that you will require a DUNS number (Dun and Bradstreet) to register. If you do not know your number access the following link to find it:

www.dnb.co.uk/duns-number/lookup.html ↗, click on the D-U-N-S number section. If a DUNS number is not found, there is guidance on how to acquire one in the same place.

Should you have any technical issue registering on the system please contact the Jaggaer Helpdesk in the first instance:

Phone: 0800 069 8630

[email protected]

Timeline

25 Mar 2025 → 24 Sept 2026 · 8 dates
  1. Tender notice published
    25 Mar 2025, 14:12 GMT
  2. Clarification questions by
    11 Apr 2025, 12:00 BST
  3. Submission deadline
    21 Apr 2025, 23:59 BST
  4. Award decision expected by
    16 Jul 2025, 23:59 BST
  5. Contract starts
    17 Jul 2025, 00:00 BST
  6. Assessment summaries sent
    2 Sept 2025, 00:00 BST
  7. Standstill ends
    12 Sept 2025, 23:59 BST
  8. Latest notice published28 days ago
    24 Sept 2026, 17:07 BST

Notice history

6 events · 4 releases on Find a Tender · since 25 Mar 2025
  1. Tender notice published
    25 Mar 2025, 14:12 GMT
    UK4
  2. Contract award notice published
    3 Sept 2025, 14:47 BST
    UK6
  3. Status changed to complete
    3 Sept 2025, 14:47 BST
  4. Contract signature expected
    30 Sept 2025, 23:59 BST
    scheduled
  5. Contract details notice published
    5 Dec 2025, 13:48 GMT
    UK7
  6. Contract performance notice published
    24 Sept 2026, 17:07 BST
    UK9
Routine re-releases (4)
  • 2025-03: 1 release · 25 Mar 2025

Commercial outcome & contract awards

Published awards, contracts and bid statistics, not a forecast
Awards 1
Awarded value £10,000,0001 award exc. VAT
Bids received 5
Named bidders 5published on the award notice
Contracts signed 1latest 4 Nov 2025
Awarded toValueDateStatus
DeloitteK28002257 – Service Now Managed Services 20251 Oct 2025 – 1 Oct 2027 · up to 1 Oct 2029Extensions: There will be an option for the buyer to extend the contract at its discretion, for one year plus another year (1+1) · Options: Yes, optional deliverables shall be included within the scope/specification.£10,000,0002 Sept 2025Awarded

Contracts

  • Contract 1 · Deloitte

    Signed
    4 Nov 2025
    Value
    £10,000,000
    Period
    10 Nov 2025 – 9 Nov 2027 · up to 9 Nov 2029 with extensions
    Status
    active
    Extensions
    1-year plus 1-year
    Options
    Yes, optional deliverables shall be included within the scope/specification.
    16 agreed KPIs: KPI-001 - Response Times · KPI-002 - Incident Resolution Time · KPI-003 - Incident Resolution First time …
    • KPI-001 - Response Times, The service provider shall respond to incidents and requests within the specified timeframes.
    • KPI-002 - Incident Resolution Time, The average time elapsed between the initial report of an incident and its full resolution.
    • KPI-003 - Incident Resolution First time, 75% Incident Resolution First Time
    • KPI-004 Incident backlog, Maximum age of incidents
    • KPI-005 Request fulfilment time, Access requests-Total resolution time is 8 hours or less for all access requests/total number of resolved access requests
    • KPI-006 Request backlog volume, Maximum age of requests in the backlog
    • KPI-007 Change Management, The percentage of changes successfully implemented without failure
    • KPI-008 Reporting – including Service Now availability, Timely delivery of all Service Reports
    • KPI-009 - Statement of Work, The Supplier must provide a fully costed response within 10 working days of submission by the Buyer.
    • KPI-010 - Mobilisation of resource following signed Statement of Work, Once a Statement of Works has been signed by both parties supplier resource must be mobilised and ready to work within 10 working days of a signed SOW
    • KPI-011 - SOW Kick off Meeting, Once a Statement of Works has been signed by both parties a SOW Kick Off meeting must take place with 10 working days.
    • KPI-012 - Service Desk Call Answered, % of calls answered within 60 seconds
    • KPI-013 - Service Desk Abandoned calls, % of calls answered by Service Desk and Abandoned
    • KPI-014 User Satisfaction, Number of positive responses/total number of responses x 100 based on minimal sample size of ten (10) responses.
    • KPI-015 Service Credit Issuance Time, Total time taken to issue all service credits ÷ Total number of service credits issued
    • KPI-016 - Invoicing Accuracy, The percentage of invoices issued without errors, such as incorrect amounts, missing information, or discrepancies.
    • Good - performance is meeting or exceeding the KPI Incident Response Time · to 24 Sept 2026
    • Good - performance is meeting or exceeding the KPI Incident Resolution Time · to 24 Sept 2026
    • Good - performance is meeting or exceeding the KPI First Time Incident Resolution · to 24 Sept 2026
    • Good - performance is meeting or exceeding the KPI Social Value - Environment · to 24 Sept 2026

Bid statistics published by the authority

BidsSMEVCSEValid bid range
5final-stage tenders00—

Who bid

Bidders as named on the Procurement Act 2023 award notice. “Won” means the bidder holds an award on this notice.

Contracting authority & participating public bodies

Driver and Vehicle Standards Agency

Contracting authorityPublic authority - central government GB-PPON: PTMM-2614-YJDV Berkeley House, Croydon Street, Bristol, South West, BS5 0DAContact email

Bidders & participating suppliers

5 commercial parties on the notice · 1 awarded
  • CAPGEMINI UK PLCBidder / tendererGB-PPON: PDLY-8986-RMHM 95 Queen Victoria Street, London, London, EC4V 4HN
  • Deloitte LLPAwarded supplierGB-PPON: PQZJ-4654-XTJY 1 New Street Square, London, London, EC4A 3HQContact email, phone
  • Flyform LimitedBidder / tendererGB-PPON: PLZH-7477-CTYL 12 Cathedral Rd, Pontcanna, Cardiff, Wales, CF11 9LJ
  • IBM LIMITEDBidder / tendererGB-PPON: PNQM-8935-PYGQ 20 York Road, London, London, SE1 7ND
  • Methods Holdings LimitedBidder / tendererGB-PPON: PQHR-7986-WGRZ Saffron House 6-10 Kirby Street, London, US, EC1N 8TS, US

Official documents & specifications (6)

Official links; attachments are not copied

Tender pack and attachments

  • Signed contract contractSigned contractPDFRedacted Contract for ServiceNow Managed Services 2025
  • Bidding documents and specificationstenderBidding documents and specificationsAccess: All documents will be provided via the Jaggaer portal.

Notices published for this procedure

  • Contract performance notice contractContract performance noticeUK9Contract performance notice on Find a Tender
  • Contract details notice contractContract details noticeUK7Contract details notice on Find a Tender
  • Contract award notice awardContract award noticeUK6Contract award notice on Find a Tender
  • Tender notice tenderTender noticeUK4Tender notice on Find a Tender