Decision

To renew the Freshworks ITSM ( IT Service Management) system for a period of 3 years using the G cloud 13 Framework. Price comparison was undertaken on the framework by the procurement team and Freshworks Inc. was the most competitive. Freshworks will supply Adur District and Worthing Borough Council with the Fresh Service ITSM system which manages incident, service, change, contract and asset management. The value of the contract is £50,222.00 over the 3 years term of the contract (at £16,740 per year)

Reasons for the decision

Contract Background: Our current contract with Freshworks is due to expire.

Necessity of renewal: The renewal of the system is critical as it manages the key IT operations for the Councils, enabling the Digital team to effectively support the Councils systems, assets, digital contracts and staff.

Impact of Non-Renewal: Without the renewal, our organisation would face significant disruption, losing access to all these features and tools. This loss would adversely affect all of our operations.

Strategic Importance: The continued use of an ITSM is vital for maintaining the seamless operation of our organisational Digital processes and ensuring consistent support of all systems and departments.

Alternative options considered

A comparison exercise was carried out by our procurement team on the G cloud 13 framework comparing multiple ITSM suppliers, Freshworks offered competitive pricing and a wide range of features that are customisable by our IT operations team.