Notice Information
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.
Notice Details
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
Buyer & Supplier
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
Further Information
Notice Documents
-
https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=MAR552564&idx=9
17th April 2026 - Our responses to the questions received on 16/04/2026, 11:03am -
https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=MAR552564&idx=8
14th April 2026 - Response to the questions dated 07/04/2026, 09:42am and 09:43 am -
https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=MAR552564&idx=5
26th March 2026 - CRM Solution 2025.26.065 - Requirements Specification -
https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=MAR552564&idx=6
26th March 2026 - CRM Solution 2025.26.065 - Request for Additional Information -
https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=MAR552564&idx=7
26th March 2026 - CRM Solution 2025.26.065 - Quality(Technical) Response Document -
https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=MAR552564&idx=1
26th March 2026 - CRM Solution 2025.26.065 - Pricing Schedule -
https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=MAR552564&idx=2
26th March 2026 - CRM Solution 2025.26.065 - ITT Annex B (Appendix 1-4) -
https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=MAR552564&idx=3
26th March 2026 - CRM Solution 2025.26.065 - Invitation to Tender(ITT) Cover Letter -
https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=MAR552564&idx=4
26th March 2026 - CRM Solution 2025.26.065 - Conditions of Contract Model Form for Services -
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAR552564
Customer Relationship Management (CRM) Solution - 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. -
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL560427
Customer Relationship Management (CRM) Solution - 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.
Open Contracting Data Standard (OCDS)
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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