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Customer Relationship Management System

Sheffield City Council

This public procurement record has 1 release in its history.

Planning

28 Jul 2026 at 16:14

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

Sheffield City Council is exploring a cloud-based customer relationship management system for use across its council services. The service would provide a multi-channel front door for residents and other customers accessing council services, supporting improved customer contact, digital service delivery and case management. This is a software and information systems service, with associated IT consultancy, software development, internet and support services. Delivery is intended for Sheffield, within the Sheffield local authority area. The system would need to operate in a local authority environment and support contact through multiple channels, while connecting customer interactions with digital services and case management across council functions. The procurement is categorised as a service rather than the supply of standalone goods or construction works.

The process is at the planning stage: Sheffield City Council is conducting preliminary market engagement to understand available cloud-based CRM solutions, rather than inviting tenders. The council has planned engagement activity, including demonstrations, with engagement scheduled by 4 September 2026. The anticipated contract period is from 29 June 2028 to 28 June 2032, with renewal options potentially extending the arrangement to 28 June 2036. The council has not yet set out a procurement procedure, submission route, evaluation criteria or contract value. The requirement is above the relevant threshold. Businesses should treat the dates as the buyer’s current expectations and use the engagement stage to understand the proposed requirement before any future competition is arranged.

This will suit suppliers of established cloud-based CRM platforms and specialist public-sector technology providers able to support customer contact, digital service delivery and case management in a local authority setting. Relevant capability includes providing a secure, scalable multi-channel customer access service, integrating customer interactions with council services, and supporting software implementation, development, consultancy and ongoing technical support. Suppliers with experience deploying CRM systems across multiple council functions should be well placed to contribute to the market engagement and demonstrate how their products meet these needs. The buyer is specifically seeking to understand the current market and suitable solution options, so providers should be prepared to explain their platform’s public-sector relevance, service coverage, integration approach and support model when engagement takes place.

How relevant is this notice?

Notice Information

Notice Title

Customer Relationship Management System

Notice Description

The Council is undertaking preliminary market engagement to understand the current market for cloud-based CRM solutions suitable for a local authority environment. The Council is considering options for a solution that supports improved customer contact, digital service delivery and case management across council services. The solution will operate as the multi-channel front-door for access to council services.

Planning Information

Preliminary Market Engagement for Customer Relationship Management System. Please see document for further details of the requirements and the demonstration dates. https://yortender.eu-supply.com/ctm/Supplier/PublicPurchase/107783

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06d5a9
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/071381-2026
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
UK2 - Preliminary Market Engagement Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
Not specified
Awardee Scale
Not specified

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

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
28 Jul 20262 months ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
29 Jun 2028 - 28 Jun 2032 4-5 years
Recurrence
Not specified

Notice Status

Tender Status
Planning
Lots Status
Planning
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Sheffield City 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
SHEFFIELD
Postcode
S1 2HH
Postcode Area
Sheffield
Country
England
Major Region (ITL 1)
TLE Yorkshire and The Humber
Basic Region (ITL 2)
TLE3 South Yorkshire
Small Region (ITL 3)
TLE32 Sheffield
Delivery Location
TLE32 Sheffield
Local Authority
Sheffield
Electoral Ward
City
Westminster Constituency
Sheffield Central

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

JSON Markdown

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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