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Customer Engagement Platform (CEP) Framework

Scottish Enterprise

This public procurement record has 1 release in its history.

Tender

28 Aug 2026 at 14:23

Tender Notice
Summary of the contracting process

Scottish Enterprise is procuring a customer engagement platform framework and associated implementation and professional services. The requirement covers platform software licences and subscriptions, systems integration, implementation, data migration, platform capability services, professional services, support and managed services. It is intended to provide consistent, high-quality customer services at scale while improving customer and colleague experience. The framework is established for Business Gateway, Creative Scotland, Highlands and Islands Enterprise, Scottish Enterprise, Scottish Funding Council, Skills Development Scotland, South of Scotland Enterprise Agency and VisitScotland, with each organisation able to place its own call-off contract. Scottish Enterprise will also place a call-off for its specific requirements. The work is delivered across Scotland and falls within information technology services, including software integration, implementation and maintenance.

The procurement has reached tender: Scottish Enterprise invited offers through an open procedure for a single-supplier framework. Responses were to be submitted electronically in English by 8 October 2026 at 11:00, with bids valid for 90 days; bid opening and the start of the award period were set for the same time. The framework value is £29,167,000 including the stated scope, and its term is four years. Individual call-offs may run for up to 10 years. There is one lot and variant bids are not allowed. Evaluation combines price, weighted at 40%, with quality criteria covering functional scope at 40%, non-functional requirements at 15%, implementation partner and delivery requirements at 25%, demonstrations at 15% and Fair Work First at 5%; prompt payment is pass or fail.

This opportunity suits a prime technology supplier able to provide, operate and support a modern customer engagement platform for several public and economic-development organisations. Competitors need demonstrable capability across software licensing, integration, implementation, data migration, platform services, professional services, ongoing maintenance, support and managed services. The requirement calls for delivery at significant scale and the capacity to support multiple participating bodies, while also meeting specific Scottish Enterprise call-off needs. Bidders must provide the names and qualifications of staff assigned to the contract. Consortia and suppliers relying on other entities can participate, but the nominated lead and consortium members must accept joint and several liability. Subcontractors require separate self-declarations where applicable. Proposals must include specific community benefits, such as apprenticeships, placements, education, mentoring or opportunities for smaller and third-sector organisations, with annual reporting expected.

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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/082222-2026
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
28 Aug 20264 days ago
Submission Deadline
8 Oct 20262 months to go
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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