Planning

Customer Experience Platform

SOUTH LANARKSHIRE COUNCIL

This public procurement record has 1 release in its history.

Planning

27 Feb 2026 at 00:00

PCS Notice - Website Prior Information Notice
Summary of the contracting process

South Lanarkshire Council is embarking on a procurement process for a Customer Experience Platform, indicated by a Prior Information Notice dated 27 February 2026. This tender falls under the industry category of general public services and housing and community amenities. The planned procurement is currently in the planning stage, with key deadlines such as the submission of a Market Engagement Questionnaire by 2 April 2026. The purchase, aimed to modernise the council's contact channels and integrate a Customer Relationship Management system, is part of a broader strategy to improve service efficiency and support digital transformation within the Hamilton area.

This procurement presents significant opportunities for businesses specialising in CRM solutions, data management, telephony, and customer service enhancements. Companies that can offer innovative solutions in these areas stand to benefit from contributing to the council's digital transformation goals. The tender encourages participation from suppliers to assist in shaping the procurement strategy by providing feedback through a pre-market questionnaire. This approach is favourable for businesses seeking to establish or expand their presence in public sector contracts, particularly those capable of delivering comprehensive, integrative customer experience solutions in the UK region UKM95. The engagement is aligned with South Lanarkshire Council's strategic goals, offering growth prospects for firms in the tech and communications sectors.

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Notice Information

Notice Title

Customer Experience Platform

Notice Description

South Lanarkshire Council are looking to notify the market of a potential future contract opportunity to deliver a Customer Experience (CX) Platform, incorporating Customer Relationship Management (CRM). The Council has undertaken a review of its customer experience and identified a potential need for a Customer Experience platform to help modernise and improve its offering. The review identified significant opportunities for improvement in customer contact channels, back-office processes, and data management. Implementing the recommendations will enhance customer experience, improve efficiency, and support the Council's digital transformation goals. The Council has a legacy CRM system (Oracle) which will be out of contract in 2027. The procurement and implementation of a new CX Platform would form part of a wider Customer Experience improvement strategy that will encompass telephony, complaints, website updates and cross service process improvements.

Lot Information

Lot 1

This PIN notice is being published to explore potential options for a Customer Experience (CX) Platform, incorporating CRM for South Lanarkshire Council. An overview of the requirement along with a pre market engagement questionnaire is included for suppliers to provide feedback on potential solutions. The responses to this Market Engagement Questionnaire will inform the procurement strategy and requirements. It is requested that completed questionnaires are submitted to Gayle Chilton by e-mail (e-mail address detailed on the attached questionnaire) no later than 12 noon on the Thursday 02 April 2026.. Please note there is no additional documentation available for this contract at this moment.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000824642
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=FEB550546
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
PCS Notice - Website Prior Information Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

30 - Office and computing machinery, equipment and supplies except furniture and software packages

48 - Software package and information systems

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

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

30211300 - Computer platforms

48000000 - Software package and information systems

48445000 - Customer Relation Management software package

72212445 - Customer Relation Management software development services

72222300 - Information technology services

72223000 - Information technology requirements review services

79342300 - Customer services

79342320 - Customer-care services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
27 Feb 20263 days ago
Submission Deadline
Not specified
Future Notice Date
1 Jul 20264 months to go
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Planned
Lots Status
Planned
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
SOUTH LANARKSHIRE COUNCIL
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
HAMILTON
Postcode
ML3 0AA
Post Town
Motherwell
Country
Scotland
Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM9 Southern Scotland
Small Region (ITL 3)
TLM95 South Lanarkshire
Delivery Location
TLM95 South Lanarkshire
Local Authority
South Lanarkshire
Electoral Ward
Hamilton North and East
Westminster Constituency
Hamilton and Clyde Valley

Further Information

Notice Documents

  • https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=FEB550546&idx=1
    27th February 2026 - Market Engagement Questionnaire - Customer Experience Platform
  • https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=FEB550546
    Customer Experience Platform - South Lanarkshire Council are looking to notify the market of a potential future contract opportunity to deliver a Customer Experience (CX) Platform, incorporating Customer Relationship Management (CRM). The Council has undertaken a review of its customer experience and identified a potential need for a Customer Experience platform to help modernise and improve its offering. The review identified significant opportunities for improvement in customer contact channels, back-office processes, and data management. Implementing the recommendations will enhance customer experience, improve efficiency, and support the Council's digital transformation goals. The Council has a legacy CRM system (Oracle) which will be out of contract in 2027. The procurement and implementation of a new CX Platform would form part of a wider Customer Experience improvement strategy that will encompass telephony, complaints, website updates and cross service process improvements.

Open Contracting Data Standard (OCDS)

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