This public procurement record has 2 releases in its history.

Award

17 Jul 2026 at 00:00

Tender

26 Mar 2026 at 00:00

Summary of the contracting process

The National Library of Scotland, located at George IV Bridge, Edinburgh, has completed the procurement process for a cloud-hosted Customer Relationship Management (CRM) solution. This contract falls under the 'Recreation, culture and religion' industry category. It represents the first phase of the Library's larger CRM programme intended to improve fundraising and supporter engagement by strengthening communication channels and ensuring secure data flows between systems. The procurement was done through an open procedure, and the award was finalised with the supplier, Brightwire, on 16th July 2026. The CRM solution is expected to be implemented from June 2026 to 31 December 2026, followed by a two-year support and maintenance period until 31 December 2028, with the possibility of three additional one-year extensions based on performance.

This tender represents a valuable opportunity for service providers specialising in cloud solutions, CRM implementation, and data governance to engage with a prestigious institution like the National Library of Scotland. Companies that possess expertise in transforming legacy systems, particularly those that offer user data migration and maintain core CRM functionalities for communication, fundraising, and support, would be well-suited to opportunities like this. Organisations that align with technical and quality criteria, significantly emphasising technical merit (80%) and also offering competitive pricing (20%), can leverage such contracts to bolster their portfolio and drive business growth. The involvement of small to medium enterprises (SMEs) and a preference for electronic submissions highlight the inclusive and accessible nature of this procurement process, fostering a diversified business environment.

How relevant is this notice?

Notice Title

Customer Relationship Management (CRM) Solution

Notice Description

The National Library of Scotland (the Library) is procuring a Service Provider to implement a cloud-hosted Customer Relationship Management (CRM) solution and associated services in partnership with the Library. The contract covers the first phase of the Library's wider CRM programme. It focuses on improving fundraising and supporter engagement, strengthening communications and stewardship, and establishing secure, governed data flows between systems. It is expected that the contract will cover the period from June 2026 to 31 December 2028 (with implementation running to 31 December 2026, followed by 24 months support & maintenance), with the option to extend for a further 3 x 12 months, awarded annually, subject to satisfactory performance and continued requirements.

Lot Information

Lot 1

For the first phase of the Library's wider CRM programme, the Library is in the process of procuring a service provider to implement a cloud-hosted Customer Relationship Management (CRM) solution and associated services in partnership with the Library. The first phase focuses on the establishment of secure and governed data flows between systems for the purpose of improving fundraising and supporter engagement, strengthening communications and stewardship. It is intended to: - Replace the existing legacy fundraising CRM (Raiser's Edge) with a modern cloud-hosted CRM solution - Migrate agreed user data and enable core CRM functionality for communications, fundraising, and supporter management - Sync membership data between the in-house Customer Registration System (CRS) and the new CRM - Enable centrally controlled communications to members and supporters, including consent, preference, and suppression management - Support improved join, renew and donate journeys through integration with parallel web design work - Establish clear governance for data, consent, and reporting. The new CRM Solution is supported through funding from Bloomberg Philanthropies as part of the Bloomberg Digital Accelerator Programme.

Renewal: Optional extension up to 3 x 12 months.

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000827304
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL560427
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
OJEU - F3 - Contract Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
Not specified
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

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


CPV Codes

72260000 - Software-related services

72261000 - Software support services

72262000 - Software development services

72263000 - Software implementation services

72266000 - Software consultancy services

Notice Value(s)

Tender Value
£245,000 £100K-£500K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£181,400 £100K-£500K

Notice Dates

Publication Date
17 Jul 20262 weeks ago
Submission Deadline
28 Apr 2026Expired
Future Notice Date
Not specified
Award Date
16 Jul 20263 weeks ago
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

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

Contracting Authority (Buyer)

Main Buyer
NATIONAL LIBRARY OF SCOTLAND
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
EDINBURGH
Postcode
EH1 1EW
Post Town
Edinburgh
Country
Scotland

Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM1 East Central Scotland
Small Region (ITL 3)
TLM13 City of Edinburgh
Delivery Location
TLM75 City of Edinburgh

Local Authority
City of Edinburgh
Electoral Ward
City Centre
Westminster Constituency
Edinburgh East and Musselburgh

Supplier Information

Number of Suppliers
1
Supplier Name

BRIGHTWIRE

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

JSON Markdown

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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