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CRM System

CITY OF YORK COUNCIL

This public procurement record has 1 release in its history.

Award

06 Aug 2026 at 10:43

Award Notice
Summary of the contracting process

City of York Council procured a customer relationship management system for the Connect to Work Programme, delivered across Yorkshire and the Humber. The service tracks individual participants through their programme journey, monitors Delivery Partner performance, produces templates and reports, and exports data in the formats required by the Department for Work and Pensions and York and North Yorkshire Combined Authority. The supplier also provides system setup, administrative support, onboarding and training for management staff and external Delivery Partners. The requirement includes user licences and accounts for council and partner access, system changes responding to Department for Work and Pensions requirements, and continuing technical support, administration and uptime management. This is a technology support and consultancy services requirement.

The procurement is complete and was awarded to Insight Direct (UK) Ltd on 17 April 2026. The contract value is £146,282.74 including the stated currency of GBP. The contract runs from 31 March 2026 to 31 March 2030. It was a selective procurement using a call-off from a framework agreement, with tender submissions due by 18 March 2026 at 12:00 UTC. The requirement was identified as a services contract and was marked as suitable for small and medium-sized enterprises. The expected licensing requirement varies by programme year, ranging from 30 to 70 licences, with 30 in the first and fifth years and 70 in the third and fourth years. The award is active.

This award indicates demand for suppliers able to deliver and support a configurable CRM platform for employment or skills programmes involving multiple delivery partners. A credible competitor would need to demonstrate participant case management, performance monitoring, reporting and structured exports to CSV or Excel, alongside secure access for both public-sector staff and external organisations. Relevant capability also includes implementation planning, system administration, user onboarding and training for varied audiences, ongoing helpdesk or technical support, and reliable availability. Suppliers should be able to manage changing data, reporting or compliance requirements imposed by the Department for Work and Pensions, adapt the system during delivery, and accommodate changing user numbers. The requirement was considered suitable for SMEs, so a specialist platform provider or capable technology services business could be well placed.

How relevant is this notice?

Notice Information

Notice Title

CRM System

Notice Description

Aim of the service delivery 2.1 The Service Provider will be required to provide: * A customer relationship management system (CRM) to enable Connect to Work Participants to be tracked individually on their journey through the Programme, monitor the performance of Delivery Partners, generate templates, and reporting * The ability to export all data to .CSV and/or Excel files in the required format and structure for DWP and York and North Yorkshire Combined Authority requirements * Setup and administrative support to meet agreed go-live dates * Onboarding, staff training, including to in-house Management Staff and external Delivery Partners, on use of the system * Licenses and accounts to enable Management Staff and Delivery Partners to access the system input Participant details, create reports and export reports - for Management Staff both within the York and North Yorkshire Combined Authority working on internal IT systems and hardware, and those Delivery Partners that are external and outside of regional and local government IT infrastructure o Expected to be between 30 and 70 Licenses dependent on cost, see below for current per-year expectations: Year 1: 30 Year 2: 40 Year 3: 70 Year 4: 70 Year 5: 30 Extension year if realized to be confirmed * Changes and adaptation to the system in line with any mandated or recommended changes from DWP over the course of the contract * Ongoing service, technical support, access and administration, and up-time requirements as agreed within the final contract

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-07d0d9b2-5dab-415a-9c04-73cbe64f42c5
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/e86d3b5b-15ee-42f0-a333-889d878845a6
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Call-off from a framework agreement
Tender Suitability
SME
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

72 - IT services: consulting, software development, Internet and support

CPV Codes

72600000 - Computer support and consultancy services

Notice Value(s)

Tender Value
£146,282 £100K-£500K
Lots Value
Not specified
Awards Value
£146,282 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
6 Aug 20262 weeks ago
Submission Deadline
18 Mar 2026Expired
Future Notice Date
Not specified
Award Date
17 Apr 20264 months ago
Contract Period
31 Mar 2026 - 31 Mar 2030 4-5 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
CITY OF YORK COUNCIL
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
YORK
Postcode
YO1 6GA
Postcode Area
York
Country
England
Major Region (ITL 1)
TLE Yorkshire and The Humber
Basic Region (ITL 2)
TLE2 North Yorkshire
Small Region (ITL 3)
TLE21 York
Delivery Location
TLE Yorkshire and The Humber
Local Authority
York
Electoral Ward
Micklegate
Westminster Constituency
York Central

Supplier Information

Number of Suppliers
1
Supplier Name

INSIGHT DIRECT (UK) LTD

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.

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