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Unified Customer Relationship Management System and Contact Centre Platform

Liverpool City Region Combined Authority

This public procurement record has 1 release in its history.

Planning

27 Aug 2026 at 10:49

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

Liverpool City Region Combined Authority intends to procure a unified customer relationship management system and contact centre platform for delivery across the Liverpool City Region. This is a technology and IT support services requirement covering customer relationship management software, telephone switchboard capability and related consulting, software development, integration and ongoing support. The authority wants a solution that brings customer relationship management and contact centre functions together, interoperates with existing systems and infrastructure, and supports the delivery of customer-facing services. Potential suppliers may offer technology platforms, implementation and service support, with the work classified under customer relationship management software, telephone switchboards and IT services. The procurement is categorised as services and is intended for delivery in the Liverpool City Region.

This procurement is at the planning stage and is not a call for competition. The authority is conducting preliminary market engagement to understand available solutions, delivery models and service design before progressing to a tender. It is seeking information on interoperability, integration with existing systems, commercial models and pricing, implementation and mobilisation timelines, and ongoing support, maintenance and service levels. The authority has scheduled market-engagement submissions for 10 September 2026. The expected contract period is 2 November 2026 to 31 October 2031, with a possible extension to 31 October 2033; renewal is anticipated. There is one planned lot, and the procurement is above the applicable threshold. The lot is identified as suitable for small and medium-sized enterprises.

This process should suit suppliers able to provide an integrated CRM and contact-centre platform, together with the technical consultancy and service capability needed to implement and operate it. Relevant strengths include interoperability and systems integration, telephone and contact-centre technology, software configuration or development, data and infrastructure integration, mobilisation planning, and long-term maintenance and support. Suppliers should be ready to explain different delivery models, service designs, pricing approaches and service-level arrangements, as these are specifically areas the authority wants to examine through engagement. The planned lot is marked as suitable for SMEs, so smaller specialist technology providers may be well placed to contribute, either with a complete platform or through a focused capability within a wider delivery model.

How relevant is this notice?

Notice Information

Notice Title

Unified Customer Relationship Management System and Contact Centre Platform

Notice Description

** Not a call for Competition** Liverpool City Region Combined Authority is conducting PME to gain insight to what solutions are on the market for a Unified Customer Relationship Management System and Contact Centre Platform. LCRCA would be interested in understanding delivery models and service design: * Technology platforms and interoperability * Integration with existing systems and infrastructure * Commercial models and pricing structures * Implementation approaches and mobilisation timelines * Ongoing support, maintenance, and service levels

Planning Information

DN827315 - PME submissions must be via the Chest Portal. If the expression of interest section does not allow you to upload the document please submit via the messaging centre.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06ed51
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/081648-2026
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
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

32 - Radio, television, communication, telecommunication and related equipment

48 - Software package and information systems

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

CPV Codes

32543000 - Telephone switchboards

48445000 - Customer Relation Management software package

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
27 Aug 20265 days ago
Submission Deadline
Not specified
Future Notice Date
10 Sep 20262 weeks to go
Award Date
Not specified
Contract Period
2 Nov 2026 - 31 Oct 2031 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
Liverpool City Region Combined Authority
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LIVERPOOL
Postcode
L3 1BP
Postcode Area
Liverpool
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD7 Merseyside
Small Region (ITL 3)
TLD72 Liverpool
Delivery Location
TLD7 Merseyside
Local Authority
Liverpool
Electoral Ward
Waterfront South
Westminster Constituency
Liverpool Riverside

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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