Scope
Reference
K280022574
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.
Contract 1. K28002257 - Service Now Managed Services 2025
Supplier
Contract value
- £10,000,000 excluding VAT
- £12,000,000 including VAT
Above the relevant threshold
Date signed
4 November 2025
Contract dates
- 10 November 2025 to 9 November 2027
- Possible extension to 9 November 2029
- 4 years
Description of possible extension:
1-year plus 1-year
Main procurement category
Services
Options
The right to additional purchases while the contract is valid.
Yes, optional deliverables shall be included within the scope/specification.
CPV classifications
- 72000000 - IT services: consulting, software development, Internet and support
Key performance indicators
| Name | Description | Reporting frequency |
|---|---|---|
| KPI-001 - Response Times | The service provider shall respond to incidents and requests within the specified timeframes. |
12 months |
| KPI-002 - Incident Resolution Time | The average time elapsed between the initial report of an incident and its full resolution. |
12 months |
| KPI-003 - Incident Resolution First time | 75% Incident Resolution First Time |
12 months |
| KPI-004 Incident backlog | Maximum age of incidents |
12 months |
| 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 |
12 months |
| KPI-006 Request backlog volume | Maximum age of requests in the backlog |
12 months |
| KPI-007 Change Management | The percentage of changes successfully implemented without failure |
12 months |
| KPI-008 Reporting - including Service Now availability | Timely delivery of all Service Reports |
12 months |
| KPI-009 - Statement of Work | The Supplier must provide a fully costed response within 10 working days of submission by the Buyer. |
12 months |
| 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 |
12 months |
| 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. |
12 months |
| KPI-012 - Service Desk Call Answered | % of calls answered within 60 seconds |
12 months |
| KPI-013 - Service Desk Abandoned calls | % of calls answered by Service Desk and Abandoned |
12 months |
| KPI-014 User Satisfaction | Number of positive responses/total number of responses x 100 based on minimal sample size of ten (10) responses. |
12 months |
| KPI-015 Service Credit Issuance Time | Total time taken to issue all service credits ÷ Total number of service credits issued |
12 months |
| KPI-016 - Invoicing Accuracy | The percentage of invoices issued without errors, such as incorrect amounts, missing information, or discrepancies. |
12 months |
Signed contract documents
Pages from ecm_16757_2_SIGNED_Redacted.pdf
Redacted Contract for ServiceNow Managed Services 2025
Submission
Submission type
Requests to participate
Other information
Conflicts assessment prepared/revised
Yes
Procedure
Procedure type
Competitive flexible procedure
Supplier
Deloitte LLP
- Public Procurement Organisation Number: PQZJ-4654-XTJY
1 New Street Square
London
EC4A 3HQ
United Kingdom
Email: dstcommercial@dvsa.gov.uk
Region: UKI31 - Camden and City of London
Small or medium-sized enterprise (SME): No
Voluntary, community or social enterprise (VCSE): No
Supported employment provider: No
Public service mutual: No
Contract 1
Contracting authority
Driver and Vehicle Standards Agency
- Public Procurement Organisation Number: PTMM-2614-YJDV
Berkeley House, Croydon Street
Bristol
BS5 0DA
United Kingdom
Region: UKK11 - Bristol, City of
Organisation type: Public authority - central government