Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
London Borough of Redbridge
PPZX-9247-ZGQQ
255-259 High Road
Ilford
IG11NY
UK
Contact person: Gemma Edwards
E-mail: gemma.edwards@redbridge.gov.uk
NUTS: UKI53
Internet address(es)
Main address: www.redbridge.gov.uk
Address of the buyer profile: www.redbridge.gov.uk
I.4) Type of the contracting authority
Regional or local authority
I.5) Main activity
General public services
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
24/7 IT Service Desk
Reference number: DN804956
II.1.2) Main CPV code
72000000
II.1.3) Type of contract
Services
II.1.4) Short description
This service will manage our 24/7 IT Service Desk and will provide significant improvement in performance such as calls answered in under 30 seconds, the percentage of calls lost and resolution of tickets. The benefits of the contract are: 1. 24/7 IT support services for our colleagues and customers 2. Reduced call drop rates for customers 3. Improved responsiveness to customer IT issues 4. A faster turnaround on incident and service requests 5. Reduced reputational damage due to the risks that come with a lack of Out of Hours support being provided to key customers 6. The ability to rapidly surge/scale support staff both up and down rapidly as business and environmental conditions demand 7. Reduced threat of effective cyberattacks due to 24/7 triaging of any security incidents flagged by our staff and customers 8. Improved business continuity through having our first line service desk activities geographically outsourced. The Service Commencement Date shall be 16th November 2026 for a period of 36 months via Direct Award Procedure utilising CCS, Technology Services 3 (TS3) RM6100.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
777 000.00
GBP
II.2) Description
II.2.3) Place of performance
NUTS code:
UKI53
II.2.4) Description of the procurement
This service will manage our 24/7 IT Service Desk and will provide significant improvement in performance such as calls answered in under 30 seconds, the percentage of calls lost and resolution of tickets. The benefits of the contract are: 1. 24/7 IT support services for our colleagues and customers 2. Reduced call drop rates for customers 3. Improved responsiveness to customer IT issues 4. A faster turnaround on incident and service requests 5. Reduced reputational damage due to the risks that come with a lack of Out of Hours support being provided to key customers 6. The ability to rapidly surge/scale support staff both up and down rapidly as business and environmental conditions demand 7. Reduced threat of effective cyberattacks due to 24/7 triaging of any security incidents flagged by our staff and customers 8. Improved business continuity through having our first line service desk activities geographically outsourced. The Service Commencement Date shall be 16th November 2026 for a period of 36 months via Direct Award Procedure utilising CCS, Technology Services 3 (TS3) RM6100.
II.2.5) Award criteria
Price
II.2.11) Information about options
Options:
No
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Award of a contract without prior publication of a call for competition
Justification for selected award procedure:
The procurement falls outside the scope of application of the Directive
Explanation
The Service Commencement Date shall be 16th November 2026 for a period of 36 months via Direct Award Procedure utilising CCS, Technology Services 3 (TS3) RM6100.
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
Section V: Award of contract
Title: 24/7 IT Service Desk
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
18/08/2026
V.2.2) Information about tenders
Number of tenders received: 1
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
AGILISYS LIMITED
PZRW-1751-WBLX
Scale Space, 1st Floor Imperial College, White City Campus, 58 Wood Lane
London
W12 7RZ
UK
E-mail: info@agilisys.co.uk
NUTS: UKI
The contractor is an SME:
No
V.2.4) Information on value of the contract/lot (excluding VAT)
Initial estimated total value of the contract/lot:
Total value of the contract/lot:
: 777 000.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
London Borough of Redbridge
Lynton House, 255-259 High Road, Ilford
London
IG1 1NY
UK
VI.5) Date of dispatch of this notice
18/08/2026