Award

Contract for The Provision of a CRM Solution

NORTHUMBERLAND COUNTY COUNCIL

This public procurement record has 2 releases in its history.

AwardUpdate

02 Mar 2026 at 11:37

Award Notice
Award

02 Mar 2026 at 11:30

Award Notice
Summary of the contracting process

Northumberland County Council has completed the procurement process for a strategic Customer Relationship Management (CRM) solution, aimed at enhancing both customer and staff experience. This contract falls under the industry category of software package and information systems and is specifically focused on CRM software development services. The procurement was conducted via a selective method, calling off from a framework agreement, and is valued at £852,330 GBP. The procurement process reached the award stage with Netcall UK Limited designated as the supplier. The contract commenced on 16th February 2026 and is set to conclude on 15th February 2029. The project supports delivery within the North East region of the United Kingdom.

This tender presents substantial business opportunities, particularly for organisations specialising in software development and CRM solutions. Businesses with capabilities to enhance customer interaction through proactive solutions may find lucrative prospects through such contracts. Given the strategic nature of this procurement, small and medium enterprises (SMEs) can also thrive by contributing innovative approaches to CRM technology. Although the contract is sealed, similar future opportunities can aid businesses ready to expand their portfolio within the public sector software systems category.

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Notice Information

Notice Title

Contract for The Provision of a CRM Solution

Notice Description

The Council intends to procure a strategic Customer Relationship Management (CRM) platform to enable it to transform the customer and staff experience. The CRM platform will provide a proactive customer experience, automate processes and provide workflow, all of which will improve our efficiency and the quality of the experience we can offer to our customers and staff. The strategic platform will replace our main existing CRM and workflow tools by either bringing them together in one place or offering an alternative solution to the CRM that we currently have in place. Further information and the ITT documents are available via the OPEN Tender portal. A Prior Information Notice was published on the 17th December 2024 to inform suppliers about market engagement.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-829c99e3-cb8e-44b1-8baf-869609323173
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/f000f631-7c08-4a35-b605-ce531b6797f4
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

48 - Software package and information systems

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

CPV Codes

48000000 - Software package and information systems

72212445 - Customer Relation Management software development services

Notice Value(s)

Tender Value
£852,330 £500K-£1M
Lots Value
Not specified
Awards Value
£852,330 £500K-£1M
Contracts Value
Not specified

Notice Dates

Publication Date
2 Mar 20261 weeks ago
Submission Deadline
1 Sep 2025Expired
Future Notice Date
Not specified
Award Date
8 Dec 20253 months ago
Contract Period
16 Feb 2026 - 15 Feb 2029 3-4 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
NORTHUMBERLAND COUNTY 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
MORPETH
Postcode
NE61 2EF
Post Town
Newcastle upon Tyne
Country
England
Major Region (ITL 1)
TLC North East (England)
Basic Region (ITL 2)
TLC4 Northumberland, Durham and Tyne & Wear
Small Region (ITL 3)
TLC42 Northumberland
Delivery Location
TLC North East (England)
Local Authority
Northumberland
Electoral Ward
Morpeth Kirkhill
Westminster Constituency
North Northumberland

Supplier Information

Number of Suppliers
1
Supplier Name

NETCALL

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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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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