Official UK procurement notice
Level 2 Helpdesk Support · UK public procurement notice
Authority: NS&I (Central government)
What is being bought
Published requirement descriptionNS&I currently operates a third-party outsourced Level 2 Helpdesk function.
As NS&I’s operational environment continues to transform in complexity and scale, there is an increased need for a dedicated and resilient Level 2 Helpdesk service. A new supplier is required to ensure NS&I can ensure and support technical expertise across multiple suppliers and services, maintain incident resolution timescales, support complex end-to-end service stability, and has a support model that can scale in line with future service demands.
This service is staffed by (at any one time) 2 Helpdesk Analysts, from a pool of available resource between Monday and Friday, 8am to 8pm. The helpdesk provides triage services assessing incoming tickets against priority and technical service. The tickets are then passed to resolver groups which sit within NS&I’s 4 strategic delivery partners and outgoing incumbent provider. Tickets can be generated by suppliers, NS&I teams, via customer interactions or automated events from a L1 Helpdesk operated by our Service Delivery Partner (SDP) IBM. Where tickets can be resolved without a technical team and where relevant knowledge articles exist the L2 Helpdesk is expected to ensure that these are resolved via feedback to the point of origin. The helpdesk also ensures that all tickets raised have the minimum data set required for the suppliers to investigate or fulfil.
To meet this need, the new supplier will be required to deliver a Level 2 Helpdesk service in line with agreed service levels. The supplier must operate through NS&I’s ServiceNow platform, maintain BPSS cleared staff, deliver support during business hours, and comply with NS&I’s security, standards, and ISO requirements. The service will also include structured performance reporting and a sustained commitment to continuous service improvement.
This Request for Information/market engagement exercise is open to suppliers within Lot 3a of the GCA Technology Services 4 RM6190 framework only.
Ref: itt_91872/Lot 3a Request for Information
CPV: Helpdesk and support services
The lotProcurement structure
single lot · no lot value publishedLot #1PlannedRenewal
Pipeline intelligence · planning stage: how this market runs before the tender is published
How NS&I buys System and support services (CPV 7225), and who usually turns up
NS&I’s own published record, next to the published market for the same work. Frameworks and DPS are kept out: they attract a different number of bids. Whole-market view: System and support services (CPV 7225) →
How the contest usually goes
Winner shares use published awards; bid and price charts use contested lots.
i
How often small and medium firms win.
Share of awards where the winner’s size is known.
The counts under this question show how many awards have a known supplier size.
Small firms have won here. Neither number says whether you qualify; it describes who has been winning.
i
How often local firms win similar work.
Winners with a registered address in the delivery region, out of awards with a known address.
Here, local means registered in Greater London (authority’s region).
A local branch does not count if the registered address is elsewhere.
Most of this buyer’s recorded winners are registered in Greater London.
i
How long buyers here take to decide after bids close.
Middle value in days from the deadline to the first award notice, on competitions that published both dates.
Only decided tenders count, so slow ones still waiting are not in.
Half of these awards were announced within 47 days of the bid deadline.
i
How often work is awarded with no recorded rival.
Direct awards and tenders where every published lot count shows one bid.
Both shares are minimums: some awards have no bid count.
Thin markets produce this too; it is not proof of a tailored specification.
Direct awards or one recorded bid are common here. Check the route before spending time on a bid.
How many bids did past lots attract?
i
How many bids past lots received.
Each colour is a bid-count range. Only competed lots with a published count are included.
Past bids do not predict this tender.
1 bid22%
2–344%
4–617%
7+17%
How did awards compare with estimates?
i
Where winning prices landed against estimates.
Each colour shows awards below, close to or above the published estimate, one lot at a time.
Past prices are a guide, not a bid price.
Below estimate50%
Within ±2%20%
Above estimate30%
Assess each lot i
What past awards tell you about each lot.
See the forecast, this buyer’s earlier suppliers and firms with relevant wins.
No supplier is confirmed as a bidder.
i
What past awards tell you about each lot.
See the forecast, this buyer’s earlier suppliers and firms with relevant wins.
No supplier is confirmed as a bidder.
Open a lot for its forecast, this buyer’s previous supplier and possible competitors, from published award history, not a bid list
Lot #1CPV 7225Published estimate£1.9m
i
How many bids this lot may attract.
The forecast uses similar past competitions. The bar shows either that forecast or past bid counts; the line below says which.
Each lot shows its own forecast based on its own category; forecasts for different lots of the same notice are not comparative. The bar shows 90 past lots.
A forecast, not a list of bidders.
1 bid8%
2–332%
4–631%
7+29%
i
Where the award price may land.
The forecast uses similar awards and the buyer’s estimate. The band covers the middle half of likely prices.
No comparable awards for this lot yet.
A statistical guide from past awards, not a price to bid.
Who has supplied this buyer on similar work? i
Who has done similar work for this buyer.
Past contracts are matched by buyer, title and type of work.
A past supplier may not bid again.
i
Who has done similar work for this buyer.
Past contracts are matched by buyer, title and type of work.
A past supplier may not bid again.
| Supplier | This buyer’s earlier contract | Lot | Award value | Why listed |
|---|---|---|---|---|
| CapgeminiEarlier contract | Level 2 Helpdesk Supportstarted Oct 2026 | — | £2.0m | Matched as the earlier contract |
Who could compete for this lot? i
Who could compete for this lot?
Firms with relevant past wins. On a framework, we show firms on that agreement.
None is confirmed as a bidder.
i
Who could compete for this lot?
Firms with relevant past wins. On a framework, we show firms on that agreement.
None is confirmed as a bidder.
Candidate suppliers for this notice have not been worked out yet, so this is not a verdict that nobody fits.
About this data
- Source. Official UK public procurement notices (Find a Tender), reused under the Open Government Licence v3.0. New notices arrive through the day; the figures are rebuilt nightly.
- Two views, kept apart. The authority’s own track record and the wider market for the same kind of work sit side by side and are never mixed. Where the local picture is too thin, a figure widens to a broader market and says which one it used.
- Forecasts are labelled. The price forecast and its range, possible competitors and the earlier-work matches are our estimates from past awards: not published facts, not win chances and not price advice. Official notices do not say who is bidding.
- Every figure shows what it rests on. Not every notice publishes a bid count, a value or a delivery region, so each figure carries the number of records behind it, and one built on few records is marked as such. The on a figure explains it; the counting rules are in the methodology. Spotted something wrong? Tell us.
What this replaces i
Who has done similar work for this buyer.
Past contracts are matched by buyer, title and type of work.
100% title match.
A past supplier may not bid again.
i
Who has done similar work for this buyer.
Past contracts are matched by buyer, title and type of work.
100% title match.
A past supplier may not bid again.
The prior contract this notice most likely re-tenders · matched by title and category (100% title match), the holder is not guaranteed to re-bid
Level 2 Helpdesk Support — held by Capgemini; no contract end date published.
Procedure terms & legal framework
From the official record- Legal basis
- UKPGA · 2023/54 Procurement Act 2023
- Procurement category
- Services
- Notice status
- Planned procurement
- 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
- Unspecified in notice
- First published
- 5 May 2026, 10:26 BST
- Last source update
- 5 May 2026, 10:26 BST
- Authority reference
26-F-07- FTS notice number
2026/S 000-040873- Latest notice
- Preliminary market engagement notice (UK2)
- Classification (CPV)
- Delivery area
- Not published
- Official registry OCID
ocds-h6vhtk-0690fdFind a Tender
How it was run
Official notice- Submission deadline
- —
Timeline
5 May 2026 → 1 Sept 2026 · 3 dates- Planning notice published168 days ago5 May 2026, 10:26 BST
- Market engagement162 days ago11 May 2026, 23:59 BST
An online Request for Information has been issued to suppliers within Lot 3a of the Tech Services 4 (RM6190) framework on 30/04/2026 via the Government Commercial Agency eSourcing tool.
Ref: itt_91872/Lot 3a Request for Information
Suppliers are invited to respond to the RFI questionnaire before the deadline of 11/05/2026, at 4.00pm.
Lot 3a suppliers can access the Questionnaire and Statement of Requirements via the Government Commercial Agency
eSourcing tool at: crowncommercialservice.bravosolution.co.uk ↗
Suppliers must submit their completed questionnaire via the Government Commercial Agency eSourcing tool at: crowncommercialservice.bravosolution.co.uk ↗ by the deadline of 11/05/2026 at 4.00pm.
- Contract starts50 days ago1 Sept 2026
Notice history
1 event · 1 release on Find a Tender- Preliminary market engagement notice published5 May 2026, 10:26 BSTUK2
Commercial outcome & contract awards
Pipeline notice- Awards (0)
- No award published
- Contracts (0)
- No contract published
- Bid statistics
- No aggregate bid statistics published
Contracting authority & participating public bodies
Official documents & specifications (1)
Official links; attachments are not copiedNotices published for this procedure
- Preliminary market engagement notice Preliminary market engagement notice on Find a Tender