National Audit Office: CPT_26_03 IT Service management (ITSM)

Contracting Authorities

Contracting authority:

National Audit Office

Public Procurement Organisation Number:

PBHM-8926-YDNL

Address:

157-197 Buckingham Palace Road
London
SW1W 9SP
UK

Contact name:

Ima Orosei

Email:

NAO.Procurement@nao.org.uk

Telephone:

Not provided

Website:

https://www.nao.org.uk/

Organisation type:

MINISTRY

Devolved regulations that apply:

None

Procedure

Procedure type:

Competitive flexible procedure

Dynamic market OCID:

Not provided

Competitive flexible procedure description:

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”) who will 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.

Preliminary market engagement conducted:

Yes

Dynamic market:

No

Special regime:

None

Scope

Title:

CPT_26_03 IT Service management (ITSM)

Reference number:

Not provided

Main procurement category:

SERVICES

Description:

The 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 sought 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 included 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 is required to be scalable, configurable, and proportionate to the NAO's operational needs, and capable of supporting multiple internal functional areas.

The procurement sought a supplier capable of delivering 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 is required to provide an intuitive user experience, configurable workflows, and accessible reporting, without reliance on complex development or ongoing external consultancy.

The requirement also included robust ongoing platform support, including routine updates, security maintenance and patching, and effective vulnerability management and remediation. This includes 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 successful supplier is required 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 procurement sought a supplier able to 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 will commence on Monday 2 November 2026 and includes an initial six-month mobilisation and implementation period, with service go-live anticipated from Tuesday 1 June 2027.

The initial contract term is three (3) years until Friday 31 May 2030, with options to extend for up to two further periods of twelve (12) months, up to a maximum contract end date of Monday 31 May 2032.

The contract has been awarded with a maximum value of up to £1.8 million inclusive of VAT over the full potential five-year term.
To view this notice, please click here:
https://nao.delta-esourcing.com/delta/viewNotice.html?noticeId=1065739647

To respond to this opportunity, please click here:
https://nao.delta-esourcing.com/respond/5S6557UA33

Total value (estimated):

GBP 1,500,000 excluding VAT

GBP 1,800,000 including VAT

Contract value:

GBP 1,800,000 including VAT

Contract Details

Title:

CPT_26_03 IT Service management (ITSM)

Reference number:

Not provided

Contract value:

GBP 1,800,000 including VAT

Below the relevant threshold:

No

Award decision date:

10/09/2026

Earliest date the contract will be signed:

26/10/2026

Contract dates (estimated):

02/11/2026 to 31/05/2030

Main procurement category:

SERVICES

CPV classifications:

48000000 - Software package and information systems.

72222300 - Information technology services.

Delivery regions:

UK - UNITED KINGDOM

Assessment summaries sent:

11/09/2026

Supplier

Supplier:

Halo Service Solutions LTD

Companies House:

SC216980

Address:

Cartref, Bonar Bridge, Scotland
Ardgay
IV24 3AR
UK

Email:

paige.woolnough@imaginehalo.com

Telephone:

Not provided

Small or medium-sized enterprise (SME):

Yes

Voluntary, community or social enterprise (VCSE):

No

Supported employment provider:

No

Public service mutual:

No

Other organisations