Decision details

This paper seeks approval of a compliant direct award via the CCS digital marketplace (G Cloud 13 Framework RM1557.13) of a 3 year contract with an option to extend for a period of 1 year to Freshworks Technologies UK Limited (09338697) for the service of an IT Service Management (ITSM) platform and associated services. The platform will be used to streamline and improve the delivery of IT services to WCC.

Summary of Decision

The Executive Director of Finance and Resources has approved:

·       Award of a direct call-off contract to the value of £357,200 across three years from the G Cloud13 framework Lot 3 for the provision of an IT Service Management (ITSM) platform and associated services.

Reasons for Decision

The procurement of a new service desk platform will ensure continuity of service for officers in relation to the reporting of incidents and the request of services from the service desk (Agilisys) and adjacent resolver groups.

It will ensure the Council is able to develop and improve its IT asset management, taking advantage of the latest developments in this area.