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Customer Engagement Platform (CEP) Framework

Scottish Enterprise

This public procurement record has 2 releases in its history.

TenderUpdate

29 Sep 2026 at 14:34

Tender Notice
Tender

28 Aug 2026 at 14:23

Tender Notice
Summary of the contracting process

Scottish Enterprise is establishing a customer engagement platform framework for Business Gateway, Creative Scotland, Highlands and Islands Enterprise, Scottish Enterprise, Scottish Funding Council, Skills Development Scotland, South of Scotland Enterprise and VisitScotland. It covers platform software licences and subscriptions, integration, implementation, data migration, platform capability, professional services, support and managed services. The aim is to provide consistent, high-quality services at scale and improve customer and staff experience. The arrangement is for use by the named organisations through their own call-offs; Scottish Enterprise also intends to make a call-off for its specific requirements. Delivery is across Scotland.

Scottish Enterprise invited offers through an open procedure for a single-supplier framework, with one supplier to be appointed. The tender deadline was 15 October 2026 at 11:00. Evaluation combines quality and price: price carries 40%; quality criteria include functional scope (40%), implementation partner and delivery requirements (25%), non-functional requirements (15%), demonstration (15%) and Fair Work First (5%). Prompt payment is assessed pass/fail. The framework value is £29,167,000. The framework period is four years, with individual call-offs limited to ten years. Bids must be in English; variants are not allowed. Suppliers must provide a community-benefit proposal specific to this contract, with annual reporting expected. Bidders may be excluded on specified statutory grounds.

This suits a provider able to supply and support a customer engagement platform as well as deliver implementation, systems integration, data migration and related professional services. The framework spans eight Scottish public-sector organisations, so suppliers need the capacity to serve multiple customers and manage software subscriptions, ongoing support and managed services at scale. Strong functional fit and dependable implementation and delivery capability matter particularly in the evaluation. Suppliers should be ready to demonstrate their proposed solution and provide named staff with their qualifications. A community-benefit proposal is expected alongside the bid; possible contributions include apprenticeships or placements, education and mentoring, community facilities, or subcontracting opportunities for smaller and third-sector organisations. Consortium bids are permitted, but members share joint and several liability; separate supplier information is required for relied-on entities and relevant subcontractors.

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Notice Information

Notice Title

Customer Engagement Platform (CEP) Framework

Notice Description

Scottish Enterprise are putting place a framework for the provision of a customer engagement platform and associated implementation and professional services. The framework is being established to allow for named partner bodies to access the framework through their own call off. The framework will be awarded for the full scope outlined in the Invitation to Tender (ITT). The framework will be in place for 4 years and call-offs will not exceed 10 years in duration. At the same time Scottish Enterprise will award a call-off for their own specific requirements as outlined.

Lot Information

Lot 1

Scottish Enterprise are establishing a Customer Engagement Platform Framework on behalf of: Business Gateway ("BG") Creative Scotland ("CS") Highlands and Islands Enterprise ("HIE") Scottish Enterprise ("SE") Scottish Funding Council ("SFC") Skills Development Scotland ("SDS") South of Scotland Enterprise ("SoSE"). VisitScotland ("VS") The scope of this procurement is to appoint a single-supplier framework for a modern Customer Engagement Platform for the organisations outlined in above to access. The framework will provide participating organisations with access to Customer Engagement Platform software licences and subscriptions, integration, implementation, data migration, platform capability services, professional services and support and managed services throughout the life of the framework. The platform will deliver consistent, high-quality services at scale, while improving both customer and colleague experience. The framework will be in place for 4 years and call-offs will not exceed 10 years in duration. At the same time Scottish Enterprise will award a call-off for their own specific requirements as outlined in the tender documentation. Additional information: Economic operators may be excluded from this competition if they are in any of the situations referred to in Regulation 58 of the Public Contracts (Scotland) Regulations 2015.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06eea6
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/091943-2026
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

72222300 - Information technology services

72227000 - Software integration consultancy services

72263000 - Software implementation services

72267100 - Maintenance of information technology software

Notice Value(s)

Tender Value
£29,167,000 £10M-£100M
Lots Value
£29,167,000 £10M-£100M
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
29 Sep 20263 weeks ago
Submission Deadline
8 Oct 2026Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Active
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Scottish Enterprise
Additional Buyers

Business Gateway

Creative Scotland

Highlands and Islands Enterprise

Scottish Funding Council

Skills Development Scotland Ltd

South of Scotland Enterprise Agency

VisitScotland

Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
GLASGOW
Postcode
G2 6HQ
Postcode Area
Glasgow
Country
Scotland
Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM3 West Central Scotland
Small Region (ITL 3)
TLM32 Glasgow City
Delivery Location
TLM Scotland
Local Authority
Glasgow City
Electoral Ward
Anderston/City/Yorkhill
Westminster Constituency
Glasgow North

Further Information

Notice URLs

Open Contracting Data Standard (OCDS)

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