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DDaT26286 - Future Customer Management System Discovery Project - FCMD

ADVISORY, CONCILIATION AND ARBITRATION SERVICE

This public procurement record has 2 releases in its history.

Award

06 Oct 2026 at 10:17

UK7 - Contract Details Notice
Award

11 Aug 2026 at 15:01

UK6 - Contract Award Notice
Summary of the contracting process

The Advisory, Conciliation and Arbitration Service (Acas) bought a structured discovery project for its future customer management system. The work assesses and validates the legacy EARS customer relationship management system and associated services, then develops a redesign. This is digital and technical analysis consultancy, rather than the supply of a finished CRM platform. Acas is the buyer, with UK Shared Business Services Ltd managing the procurement. The delivery location is listed as the United Kingdom; no more specific delivery site is identified. The requirement forms one lot and was procured through a mini-competition under the Digital Outcomes and Specialists 7 framework.

The procurement is complete and awarded. FDM Group Limited was selected on 11 August 2026, and the contract was signed on 17 September 2026. The award and contract are valued at £197,050 excluding VAT (£236,460 including VAT). The contract period runs from 21 September 2026 to 31 March 2027. It was a competitive, selective mini-competition under a framework agreement, with one lot. The stated scope is discovery to assess, validate and redesign the legacy EARS CRM and associated services; no separate scoring or evaluation criteria are provided in the procurement details. The contract is active.

For suppliers competing for comparable Acas work, this award demonstrates demand for focused discovery and technical consultancy on a legacy customer-management system and its related services—not simply off-the-shelf CRM provision. A credible competitor would need to show it can structure discovery, examine and validate an existing CRM and connected services, and translate findings into a practical redesign. Experience with legacy-system assessment, service analysis and digital outcomes would align closely with the stated requirement. The route used was a competitive mini-competition through the Digital Outcomes and Specialists 7 framework, so suppliers would need to be eligible to compete through that framework. The single-lot scope and award to a large supplier indicate a contained consultancy engagement delivered by a supplier able to resource the work as one package.

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Notice Information

Notice Title

DDaT26286 - Future Customer Management System Discovery Project - FCMD

Notice Description

Procurement Description ***** THIS IS A CONTRACT DETAILS NOTICE, NOT A CALL FOR COMPETITION ***** This procurement is being concluded following a mini competition under the GCA RM1043.9 - Digital Outcomes and Specialists 7 (DOS 7) Framework. Brief Description of Requirement The requirement is to conduct a structured Discovery to assess, validate and redesign the legacy EARS CRM and associated services.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06e18f
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/094111-2026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
UK7 - Contract Details Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Award under framework
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

71 - Architectural, construction, engineering and inspection services

CPV Codes

71621000 - Technical analysis or consultancy services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
£197,050 £100K-£500K
Contracts Value
£197,050 £100K-£500K

Notice Dates

Publication Date
6 Oct 20263 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
11 Aug 20262 months ago
Contract Period
21 Sep 2026 - 31 Mar 2027 6-12 months
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
ADVISORY, CONCILIATION AND ARBITRATION SERVICE
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
E20 1HZ
Postcode Area
East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI41 Hackney and Newham
Delivery Location
Not specified
Local Authority
Newham
Electoral Ward
Stratford Olympic Park
Westminster Constituency
Stratford and Bow

Supplier Information

Number of Suppliers
1
Supplier Name

FDM Group Limited

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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