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DDaT26286 - Future Customer Management System (EARS) Discovery Project - FCMD

Advisory, Conciliation and Arbitration Service

This public procurement record has 1 release in its history.

Award

11 Aug 2026 at 15:01

UK6 - Contract Award Notice
Summary of the contracting process

The Advisory, Conciliation and Arbitration Service commissioned a structured discovery project for its legacy EARS customer relationship management system and associated services. The work covers stakeholder engagement, analysis of current processes, data and integrations, and the definition of user-centred requirements. Its outputs are intended to support procurement of a new customer management solution, including an options appraisal, target architecture, roadmap and inputs to a business case. This is a technical analysis and consultancy services requirement. Delivery is in the United Kingdom, for ACAS, with UK Shared Business Services Ltd acting as the procuring entity and shared procurement service.

The procurement has been completed and FDM Group Limited was selected for the single lot. The award was made on 11 August 2026 under the Digital Outcomes and Specialists 7 framework, using a competitive, selective two-stage framework procedure. The awarded value is £197,050 excluding VAT and £236,460 including VAT. The contract period is 24 August 2026 to 31 March 2027, with signature scheduled for 24 August 2026. The standstill period ends on 21 August 2026. The requirement was evaluated through the framework competition; the published information identifies the process as competitive but does not set out separate scored criteria.

This opportunity indicates demand from ACAS for specialist discovery and transformation support around a legacy CRM and its connected services. Suppliers seeking comparable work would need credible capability in structured service or product discovery, stakeholder engagement, business-process analysis, data and integration assessment, and user-centred requirements definition. Useful delivery experience would include producing options appraisals, target architectures, implementation roadmaps and business-case material that can inform a subsequent technology procurement. The selected supplier was a large consultancy, suggesting the requirement suits organisations able to provide a suitably experienced multidisciplinary team and manage a public-sector discovery through to clear, procurement-ready outputs. Experience of complex customer-management or CRM environments would be directly relevant.

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Notice Information

Notice Title

DDaT26286 - Future Customer Management System (EARS) Discovery Project - FCMD

Notice Description

This requirement is for a supplier to conduct a structured Discovery to assess, validate and redesign the legacy EARS CRM and associated services. The supplier will engage stakeholders, analyse current processes, data and integrations, and define user centred requirements. Outputs will include options appraisal, target architecture, roadmap and business case inputs to support procurement of a new solution. The maximum value of this procurement is PS200,000.00 excluding VAT. This procurement has been conducted under the DOS 7 framework via a 2 stage procurement.

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/076317-2026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
UK6 - Contract Award 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
Not specified

Notice Dates

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

Notice Status

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

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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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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