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Customer Relationship Management (CRM) Solution

National Library of Scotland

This public procurement record has 2 releases in its history.

Award

17 Jul 2026 at 13:40

Award Notice
Tender

26 Mar 2026 at 11:28

Tender Notice
Summary of the contracting process

The National Library of Scotland procured a cloud-hosted customer relationship management (CRM) solution and associated implementation, consultancy, development and support services. The first phase replaces the legacy Raiser’s Edge fundraising CRM, migrates agreed user data and enables communications, fundraising and supporter management. The work also covers synchronising membership data between the in-house Customer Registration System and the new CRM; centrally controlled communications, including consent, preferences and suppression; improved joining, renewing and donating journeys; and governance for data, consent and reporting. Delivery is at the National Library of Scotland, 57 George IV Bridge, Edinburgh. The programme is intended to improve fundraising, supporter engagement, communications, stewardship and secure data flows between systems.

This procurement has been awarded following an open procedure. One lot was recorded as cancelled, but an active award and contract were published for Brightwire. The contract was signed on 16 July 2026 for £181,400, against an estimated procurement value of £245,000. The expected contract period runs from June 2026 to 31 December 2028, including implementation to 31 December 2026 and 24 months of support and maintenance, with an option for up to three annual 12-month extensions. Evaluation weighted technical quality at 80% and price at 20%. Bids were due by 28 April 2026 at 12:00, with evaluation beginning at 13:30. Twelve electronic bids were received, all from SMEs.

This requirement demonstrates demand from a national cultural institution for a CRM implementation partner able to replace a legacy fundraising platform and operate a cloud-hosted solution. A credible competitor would need experience of CRM implementation, data migration, software consultancy and development, followed by structured support and maintenance. Relevant capability includes integrating membership and other business systems, establishing secure and governed data flows, and managing consent, communication preferences, suppression and reporting. Suppliers should be able to support fundraising, supporter and membership journeys, including joining, renewal and donation processes. The procurement also required sound financial standing, audited accounts covering three years, specified liability and professional indemnity insurance, and named staff with relevant qualifications.

How relevant is this notice?

Notice Information

Notice Title

Customer Relationship Management (CRM) Solution

Notice Description

The National Library of Scotland (the Library) is procuring a Service Provider to implement a cloud-hosted Customer Relationship Management (CRM) solution and associated services in partnership with the Library. The contract covers the first phase of the Library's wider CRM programme. It focuses on improving fundraising and supporter engagement, strengthening communications and stewardship, and establishing secure, governed data flows between systems. It is expected that the contract will cover the period from June 2026 to 31 December 2028 (with implementation running to 31 December 2026, followed by 24 months support & maintenance), with the option to extend for a further 3 x 12 months, awarded annually, subject to satisfactory performance and continued requirements.

Lot Information

Lot 1

For the first phase of the Library's wider CRM programme, the Library is in the process of procuring a service provider to implement a cloud-hosted Customer Relationship Management (CRM) solution and associated services in partnership with the Library. The first phase focuses on the establishment of secure and governed data flows between systems for the purpose of improving fundraising and supporter engagement, strengthening communications and stewardship. It is intended to: - Replace the existing legacy fundraising CRM (Raiser's Edge) with a modern cloud-hosted CRM solution - Migrate agreed user data and enable core CRM functionality for communications, fundraising, and supporter management - Sync membership data between the in-house Customer Registration System (CRS) and the new CRM - Enable centrally controlled communications to members and supporters, including consent, preference, and suppression management - Support improved join, renew and donate journeys through integration with parallel web design work - Establish clear governance for data, consent, and reporting Additional information: The new CRM Solution is supported through funding from Bloomberg Philanthropies as part of the Bloomberg Digital Accelerator Programme.

Renewal: Optional extension up to 3 x 12 months.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0674d7
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/067817-2026
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
Not specified
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

72260000 - Software-related services

72261000 - Software support services

72262000 - Software development services

72263000 - Software implementation services

72266000 - Software consultancy services

Notice Value(s)

Tender Value
£245,000 £100K-£500K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£181,400 £100K-£500K

Notice Dates

Publication Date
17 Jul 20262 months ago
Submission Deadline
28 Apr 2026Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Cancelled
Awards Status
Active
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
National Library of Scotland
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
EDINBURGH
Postcode
EH1 1EW
Postcode Area
Edinburgh
Country
Scotland
Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM1 East Central Scotland
Small Region (ITL 3)
TLM13 City of Edinburgh
Delivery Location
TLM75 City of Edinburgh
Local Authority
City of Edinburgh
Electoral Ward
City Centre
Westminster Constituency
Edinburgh East and Musselburgh

Supplier Information

Number of Suppliers
1
Supplier Name

Brightwire

Further Information

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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