Buyer Name: Driver and Vehicle Standards Agency
Buyer Address: Berkeley House, Croydon Street, Bristol, UKK11, BS5 0DA, United Kingdom
Contact Email: commercialenquiries@dvsa.gov.uk
K280022574 tender_6262 - ServiceNow Managed Services 2025
Buyer Contact Info
Status
complete
complete
Procedure
selective
selective
Value
10000000.0 GBP
10000000.0 GBP
Published
05 Dec 2025, 13:48
05 Dec 2025, 13:48
Deadline
n/a
n/a
Contract Start
10 Nov 2025, 00:00
10 Nov 2025, 00:00
Contract End
09 Nov 2027, 23:59
09 Nov 2027, 23:59
Category
n/a
n/a
CPV
72000000 - IT services: consulting, software development, Internet and support
72000000 - IT services: consulting, software development, Internet and support
Region
n/a
n/a
Awarded To
Deloitte LLP
Deloitte LLP
Official Source
Open Find a Tender
Open Find a Tender
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.
Linked Documents
Select a document to preview.
Opportunity Context
Lots
Lot 1 Status: complete
Documents
Document Description: Not published
Raw Notice JSON
Expand raw payload
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"title": "KPI-002 - Incident Resolution Time"
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"title": "KPI-003 - Incident Resolution First time"
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"title": "KPI-005 Request fulfilment time"
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"description": "The percentage of changes successfully implemented without failure",
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"title": "KPI-009 - Statement of Work"
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"description": "Once a Statement of Works has been signed by both parties a SOW Kick Off meeting must take place with 10 working days.",
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"title": "KPI-011 - SOW Kick off Meeting"
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{
"description": "% of calls answered within 60 seconds",
"id": "12",
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"title": "KPI-012 - Service Desk Call Answered"
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"description": "% of calls answered by Service Desk and Abandoned",
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"title": "KPI-013 - Service Desk Abandoned calls"
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{
"description": "Number of positive responses/total number of responses x 100 based on minimal sample size of ten (10) responses.",
"id": "14",
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"id": "frequency",
"period": {
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"title": "KPI-014 User Satisfaction"
},
{
"description": "Total time taken to issue all service credits \u00f7 Total number of service credits issued",
"id": "15",
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"id": "frequency",
"period": {
"durationInMonths": 12
}
}
],
"title": "KPI-015 Service Credit Issuance Time"
},
{
"description": "The percentage of invoices issued without errors, such as incorrect amounts, missing information, or discrepancies.",
"id": "16",
"observations": [
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"id": "frequency",
"period": {
"durationInMonths": 12
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"title": "KPI-016 - Invoicing Accuracy"
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"dateSigned": "2025-11-04T00:00:00+00:00",
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