Freedom of Information Request – Ref: FOI 224-2026
Thank you for your recent Freedom of Information request. Please find our response below.
You asked:
1. Is the Trust’s IT service desk/helpdesk managed by the Trust’s internal team/s or outsourced in whole or part?
Our response:
Internal, except for CSOC
You asked:
2. What, if any, elements of the IT service desk/helpdesk and clinical system management are provided through an external managed service provider or external resource?
Our response:
Out of hours support is provided by an external supplier
You asked:
3. Please provide details of any current organisational charts, governance documents, operating models, or role descriptions relating to the Trust’s IT service desk/helpdesk, including the use of internal staff, contractors, temporary resource augmentation, or managed service providers
Our response:
3.1 – IT service desk org chart
You asked:
4. Please provide details of any third-party suppliers, frameworks, or managed service providers currently supporting the Trust’s service desk and/or helpdesk management and clinical system support functions, including:
- supplier name;
- service provided;
- contract start/end dates;
- procurement framework used (if applicable); and
- annual contract value where held.
Our response:
- Softcat
- Out of hours service desk
- 01/06/2026 to 31/05/2029
- HealthTrust Europe LLP Framework
- £65k
You asked:
5. Please provide details of any current or planned digital transformation programmes, improvement initiatives or projects related to the delivery of IT service management, IT service desk/helpdesk and end user computing services
Our response:
Migration to NHS central tenant
You asked:
6. Please provide details of any planned or anticipated procurement exercises, contract renewals, workforce expansion programmes, or technology investments relating to IT service management and IT service desk/helpdesk services that are currently approved or in procurement planning documentation.
Our response:
Out of hours support service contract renewal is due to be renewed
Next steps:
Should you have any queries in relation to our response, please do not hesitate to contact us. If you are unhappy with the response you have received in relation to your request and wish to ask us to review our response, you should write to:
Louise Moss
Head of Legal Services / Associate Director of Corporate Governance
c/o Gloucestershire Health and Care NHS Foundation Trust
Edward Jenner Court
1010 Pioneer Avenue
Gloucester Business Park
Brockworth, GL3 4AW
E-mail: louise.moss20@nhs.net
If you are not content with the outcome of any review, you may apply directly to the Information Commissioner’s Office (ICO) for further advice/guidance. Generally, the ICO will not consider your case unless you have exhausted your enquiries with the Trust which should include considering the use of the Trust’s formal complaints procedure. The ICO can be contacted at: The Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.