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CRM Platform (Donor and Session Programme)

NHS Blood and Transplant

This public procurement record has 4 releases in its history.

AwardUpdate

20 Aug 2026 at 11:26

UK6 - Contract Award Notice
Award

20 Aug 2026 at 11:17

UK6 - Contract Award Notice
Tender

10 Jun 2026 at 09:25

UK4 - Tender Notice
Planning

20 Mar 2026 at 10:02

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

NHS Blood and Transplant is procuring a customer relationship management platform for its Donor and Session Programme. The platform is intended to modernise donor engagement, appointment booking, session management and related donor-facing and operational capabilities across blood, platelet and plasma services. It will provide core functionality for donor engagement, appointment management, session planning, operational responsiveness and future digital interoperability. The procurement covers CRM software and associated software supply services, with delivery across England. The framework is organised around CRM platforms, including Salesforce, Pega Infinity and SAP, rather than a conventional single-product requirement. It is intended to support NHSBT’s wider digital transformation and the potential implementation of one CRM platform through a later call-off contract.

This procurement has been awarded through a one-stage open procedure, with the framework awards still pending completion of the standstill period and signature. Insight Direct (UK) Ltd was selected for the Salesforce platform, Pegasystems Limited for Pega Infinity, and Portaltech Reply Limited for SAP. Each award has a gross value of £8,000,000 and a net value of £6,666,666. The framework runs from 14 September 2026 to 13 September 2027, while the underlying framework lots allow a maximum extent to 31 July 2034. Standstill ends on 1 September 2026, with signature scheduled for 7 September 2026. Price carries 50%, quality 40% and social value 10%. The framework may support one call-off without reopening competition, but no call-off is awarded here. Lots 4 to 10 received no award.

This award demonstrates demand from NHS Blood and Transplant for enterprise CRM platforms supporting donor-facing services, appointment management, session planning, operational responsiveness and interoperability. Suppliers competing for a future requirement with this buyer would need a credible, scalable CRM platform and the ability to support complex public-sector digital transformation. The assessment placed equal importance on technical and commercial strength: price accounted for half the evaluation, with quality and social value making up the remainder. The tender also required economic and technical capability, alongside mandatory technical requirements and minimum thresholds. Relevant delivery experience should include secure, resilient and adaptable services able to respond to changes in data protection, information governance, cyber security, accessibility, clinical safety, identity verification, NHS systems, standards and APIs.

How relevant is this notice?

Notice Information

Notice Title

CRM Platform (Donor and Session Programme)

Notice Description

NHS Blood and Transplant (NHSBT) is undertaking the Donor and Session Programme (DASP), a strategic transformation programme to modernise donor engagement, appointment booking, session management and related donor-facing and operational capabilities across blood, platelets and plasma. NHSBT has conducted a one-stage open procedure under the Procurement Act 2023 to establish a CRM Platform Framework supporting DASP. The CRM platform, referred to as the Donor Platform, is intended to provide the core platform capability required to support donor engagement, appointment management, session planning, operational responsiveness and future digital interoperability. Tender Responses were assessed in accordance with the published tender documents, including conditions of participation, mandatory technical capability requirements, Quality, Social Value and Commercial evaluation. The Framework is structured by CRM Platform using the Platform Tower model described in the tender documents. Tender Responses were grouped and evaluated within the relevant Platform Tower. NHSBT intends to appoint the highest-ranked compliant Supplier within each successful Platform Tower, subject to completion of the applicable standstill period and execution of the Framework Agreements. The Framework will provide a route through which NHSBT may award one planned Call-Off Contract without further competition. The potential Call-Off Contract would be awarded to the Framework Supplier appointed to the Platform Tower corresponding to the CRM Platform identified in the successful Technical Implementation Partner solution, in accordance with the objective Call-Off mechanism set out in the Framework documents. Appointment to the Framework does not oblige NHSBT to award a Call-Off Contract and does not guarantee any volume of work, revenue or expenditure. No CRM Call-Off Contract is being awarded through this Contract Award Notice. The Framework Agreement will have a maximum term of one (1) year with no option to extend and is intended to support the award of one Call-Off Contract only. Any Call-Off Contract must be awarded during the term of the Framework Agreement but may continue beyond expiry of the Framework. The potential Call-Off Contract will not exceed eight (8) years in total. For notice purposes, each provisional CRM Platform Tower lot has a potential value of up to PS8,000,000 because the full planned Call-Off Contract may be awarded under the Platform Tower aligned with the successful Technical Implementation Partner solution. The lots are alternative routes to the same potential Call-Off requirement and are not cumulative. The total maximum value across the Framework and any Call-Off Contract will not exceed the published Contract Value. Unawarded Lots: Platform Tower 4, InVita CRM, has not been awarded. Unsuccessful supplier information: HEMATERRA TECHNOLOGIES UK LIMITED trading as InVita Healthcare Technologies; unique supplier identifier (PPON): PNZR-4766-PCZT; postal address: 267 Banbury Road, Oxford, OX2 7HT, United Kingdom; SME status: No; value-driven NGO status: No. Number of tenders assessed for this Platform Tower: 1.

Lot Information

Lot 1 - CRM Platform 1 Lot 10 - CRM Platform 10 Lot 2- CRM Platform 2 Lot 3 - CRM Platform 3 Lot 4 - CRM Platform 4 Lot 5 - CRM Platform 5 Lot 6 - CRM Platform 6 Lot 7 - CRM Platform 7 Lot 8 - CRM Platform 8 Lot 9 - CRM Platform 9

Planning Information

NHS Blood and Transplant (NHSBT) will be holding a series of market engagement activities to inform the next phase of the Donor and Session Programme (DASP) commercial strategy. This includes preparation for the procurement of the CRM Framework, and associated procurements for a Technology Implementation Partner and a Business Change Partner. An online broadcast session will take place on 31st March 2026 at 14:00, followed by an opportunity for suppliers to submit feedback and questions ahead of a further session on 13th April 2026. Suppliers are asked to register on Atamis (https://atamis 1928.my.site.com/s/Welcome) and search for Project Reference C432298. All information and any documentation released during this engagement will be made available via the Atamis portal. The session on 13th April 2026 will be delivered in partnership with TechUK as a hybrid (online and in person) event. Further details, including booking information, can be found here: NHSBT DASP procurement: pre-market engagement roundtable on technology and business change. Attendance at one or both sessions is not mandatory. All materials shared during the sessions will be published on Atamis under Project Reference C432298 following each event, and will also be included in the subsequent ITT pack. Participation in this early market engagement does not constitute a commitment by NHSBT to launch a procurement process or to award any contract(s). No remuneration, expenses, or other compensation will be paid to organisations taking part. Suppliers should only participate on the basis that they fully understand and accept this position.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-066fef
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/079365-2026
Current Stage
Award
All Stages
Planning, Tender, Award

Procurement Classification

Notice Type
UK6 - Contract Award Notice
Procurement Type
Framework
Procurement Category
Goods
Procurement Method
Open
Procurement Method Details
Open procedure
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

48445000 - Customer Relation Management software package

48517000 - IT software package

72268000 - Software supply services

Notice Value(s)

Tender Value
£6,400,000 £1M-£10M
Lots Value
£6,400,000 £1M-£10M
Awards Value
£6,666,666 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
20 Aug 20263 weeks ago
Submission Deadline
6 Jul 2026Expired
Future Notice Date
18 May 2026Expired
Award Date
19 Aug 20264 weeks ago
Contract Period
14 Sep 2026 - 13 Sep 2027 6-12 months
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
NHS Blood and Transplant
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BRISTOL
Postcode
BS34 7QH
Postcode Area
Bristol
Country
England
Major Region (ITL 1)
TLK South West (England)
Basic Region (ITL 2)
TLK5 West of England
Small Region (ITL 3)
TLK52 Bath & North East Somerset and South Gloucestershire
Delivery Location
TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England)
Local Authority
South Gloucestershire
Electoral Ward
Filton
Westminster Constituency
Filton and Bradley Stoke

Supplier Information

Number of Suppliers
3
Supplier Names

Insight Direct (UK) Ltd

PEGASYSTEMS LIMITED

Portaltech Reply Limited

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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