Section one: Contracting authority/entity
one.1) Name and addresses
The Council of the City of Wakefield
Wood Street
Wakefield
WF12HQ
Contact
Zoe Robinson
Country
United Kingdom
Region code
UKE45 - Wakefield
The Council of the City of Wakefield
Public Procurement Organisation Number: PDZN-8179-PJQV
Internet address(es)
Main address
one.4) Type of the contracting authority
Regional or local authority
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
IT Service Management Solution (RFS22-020)
Reference number
83603
two.1.2) Main CPV code
- 72253000 - Helpdesk and support services
two.1.3) Type of contract
Services
two.1.4) Short description
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.
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £219,380
two.2) Description
two.2.2) Additional CPV code(s)
- 72253000 - Helpdesk and support services
two.2.3) Place of performance
NUTS codes
- UKE45 - Wakefield
two.2.4) Description of the procurement
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.
two.2.5) Award criteria
Quality criterion - Name: Incident Management / Weighting: 8
Quality criterion - Name: Service Request Management / Weighting: 8
Quality criterion - Name: Customer Portal / Weighting: 8
Quality criterion - Name: Knowledge Base / Weighting: 4
Quality criterion - Name: Change Management / Weighting: 8
Quality criterion - Name: Asset Management / Weighting: 8
Quality criterion - Name: Configuration Management Database / Weighting: 4
Quality criterion - Name: Reporting / Weighting: 8
Quality criterion - Name: Integrations / Weighting: 4
Quality criterion - Name: Configuration / Weighting: 10
Quality criterion - Name: Records and Audit / Weighting: 4
Quality criterion - Name: Training / Weighting: 2
Quality criterion - Name: System Upgrades and Maintenance / Weighting: 2
Quality criterion - Name: Future Plans / Weighting: 2
Price - Weighting: 20
two.2.11) Information about options
Options: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Negotiated without a prior call for competition
- Extreme urgency brought about by events unforeseeable for the contracting authority
Explanation:
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.
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
Section five. Award of contract/concession
A contract/lot is awarded: Yes
five.2) Award of contract/concession
five.2.1) Date of conclusion of the contract
24 July 2025
five.2.2) Information about tenders
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor/concessionaire
Alemba Ltd
Brooke Suite Ground Floor Bewley House, Marshfield Road
Chippenham
SN15 1JW
Country
United Kingdom
NUTS code
- UKK15 - Wiltshire CC
Companies House
6322945
The contractor/concessionaire is an SME
Yes
five.2.4) Information on value of contract/lot/concession (excluding VAT)
Total value of the contract/lot/concession: £219,380
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
The Council of the City of Wakefield
Corporate Procurement Team Wakefield One Burton Street
Wakefield
WF1 2EB
Country
United Kingdom
six.4.2) Body responsible for mediation procedures
The Council of the City of Wakefield
Corporate Procurement Team Wakefield One Burton Street
Wakefield
WF1 2EB
Country
United Kingdom
six.4.3) Review procedure
Precise information on deadline(s) for review procedures
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).
six.4.4) Service from which information about the review procedure may be obtained
The Council of the City of Wakefield
Corporate Procurement Team Wakefield One Burton Street
Wakefield
WF1 2EB
Country
United Kingdom