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Customer Relationship Management (CRM) Solution

National Library of Scotland

This public procurement record has 2 releases in its history.

Award

17 Jul 2026 at 01:00

OJEU - F3 - Contract Award Notice
Tender

26 Mar 2026 at 00:00

OJEU - F2 - Contract Notice
Summary of the contracting process

The National Library of Scotland procured a cloud-hosted customer relationship management (CRM) solution and associated implementation and support services. This is the first phase of a wider CRM programme, focused on replacing the legacy Raiser’s Edge fundraising system, migrating agreed user data and enabling communications, fundraising and supporter management. The work also covers synchronising membership data between the in-house Customer Registration System and the new CRM; managing consent, preferences and suppression centrally; improving joining, renewal and donation journeys through web integration; and establishing governed data, consent and reporting processes. The buying organisation is the National Library of Scotland, and delivery is at its premises on George IV Bridge in Edinburgh. The procurement is for services, including CRM implementation, software configuration, data migration, integration, communications functionality and ongoing support.

This procurement has been completed and awarded following an open procedure. It comprised one lot. The tender submission deadline was 28 April 2026 at 12:00, with bid opening at 13:30 the same day. The estimated procurement value was £245,000. Brightwire was awarded the contract on 28 April 2026, with an awarded value of £181,400; the contract was signed on 16 July 2026 and is active. The contract period is 900 days, covering implementation and support and maintenance, with an option for up to three 12-month renewals. Evaluation was weighted 80% technical quality and 20% price. Bidders could not submit variants. The procurement required English-language submissions, staff names and qualifications, sound financial standing, three years of audited accounts and specified employer’s, professional indemnity and public/product liability insurance.

This outcome demonstrates a defined requirement for a supplier able to deliver and support a cloud CRM in a cultural institution, rather than simply provide software licences. Credible competitors would need practical experience replacing a legacy fundraising CRM, planning and executing controlled data migration, and integrating membership or customer registration systems. They would also need to configure communications, fundraising and supporter-management functions, including consent, preference and suppression controls, and to establish secure data flows, governance and reporting. Capability to improve joining, renewal and donation journeys through web integration would be relevant. The buyer expects suppliers to provide named, suitably qualified staff and demonstrate sound financial capacity through audited accounts. Employers’ liability, professional indemnity and public/product liability insurance at the required levels are also important prerequisites.

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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 months ago
Submission Deadline
28 Apr 2026Expired
Future Notice Date
Not specified
Award Date
Not specified
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
Postcode Area
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)

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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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