Civtech 12 - Challenge 12.2 - How can technology enable fast-growing digital public service providers to dynamically scale their service management capabilities as demand, complexity and customer expectations increase?

The Scottish Government’s Directorate for Digital is procuring an innovative service management solution to support an expanding portfolio of national digital services, including ScotAccount, ScotPayments, mygov.scot, and Cloud Platform Services. The system must enable the dynamic scaling of service‑management capabilities as demand, complexity, and user expectations grow, ensuring that operations remain resilient, secure, and efficient. By delivering a technology‑enabled approach that can evolve with the organisation’s services, the solution will help safeguard service quality, productivity, and public trust while allowing for sustainable investment in Scotland’s digital public services. It must incorporate scalable, secure, and efficient service management capabilities that ensure resilience and reduce risks to service quality, productivity, revenue, and public trust.

The Scottish Government’s Directorate for Digital is seeking an innovative service management solution to support a growing portfolio of digital services, including ScotAccount, ScotPayments, mygov.scot, Cloud Platform Services, and more. As demand, complexity and user expectations increase, we require scalable, technology-enabled approaches that can grow as our services grow, while delivering value for money. A successful solution will help ensure resilient, secure and efficient service operations, reducing risks to service quality, productivity, revenue and public trust, while supporting the future development of Scotland’s digital public services.

Information about variants:

Variants will be accepted: No

Information about options:

Options: No

Languages in which tenders or requests to participate may be submitted:

EN

Conditions for opening of tenders:

Date: 20/10/2026

Local time: 12:00

Information about recurrence:

This is a recurrent procurement: No

Electronic ordering will be used

Electronic invoicing will be accepted

This contract is divided into lots: No

Description of the procurement:
CivTech’s mission is to drive daring and innovation in the public sector by collaboratively solving Challenges that make people’s lives better – and in doing so create generations of sustainable, high growth businesses.
CivTech brings together public sector expertise and private sector innovation to solve real problems, develop new products, and deliver better, faster and easier services for everyone. Central to the approach is co-production with the citizen.
Part of the Scottish Government’s Directorate for Digital, CivTech’s approach is helping transform public sector engagement with tech and innovation, delivering significant benefits to public services, producing genuine uplifts for the Scottish economy - and along the way, making lives better.
Across the country there are problems public sector organisations would like to solve and in the current environment the need for smart, efficient and effective products has never been greater. The Scottish Government is aware innovation is a good way to create them and is committed to ensuring a large part of its tech spend goes to innovative businesses - whatever stage they’re at, or size they are.
This is where CivTech comes in.
The CivTech Innovation Flow is designed to create products as quickly and effectively as possible, and uses a true Accelerator model at the heart of its Innovation Flow model. For you – whether you’re an individual, team or company – it’s an opportunity to take on a Challenge, solve it, and win contracts with a blue-chip public sector organisation. You’ll build a product, and a business to take it as far as possible. Because here’s the kicker: the Challenges we issue aren’t ‘single organisation’ problems – most of the problems we are solving exist worldwide.
In short: Open Challenges are set. Any organisation, team or individual can respond. Applications are assessed, and shortlisted proposals go into an Exploration Stage where they’re developed further together with the Challenge Sponsor and the CivTech [for which participating applicants are paid]. The best go through to the Accelerator – a period of intensive work to create the solution, and through CivTech’s unique business growth workshop system, a business capable of taking the product to the world.
Please visit our website for information on CivTech and how to get involved
https://www.civtech.scot/how-to-apply-civtech-12
https://www.civtech.scot/civtech-12-challenge-2-scaling-dynamically-service-management-capabilities
Place of performance:
NUTS code:
UK
Award criteria:
Criteria below:
Quality criterion: Quality / Weighting: 100
Price / Weighting: 0
Duration of the contract:
Duration in months: 24
This contract is subject to renewal: Yes
Description of renewals:
The contract can be extended if required