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Customer Relationship Management System (Renewal)

West Lothian Council

This public procurement record has 1 release in its history.

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07 Sep 2026 at 01:00

OJEU - F15 - Voluntary Ex Ante Transparency Notice
Summary of the contracting process

West Lothian Council has procured continued support for its existing Verint cloud-based Customer Relationship Management (CRM) platform. The service covers supplier support, system maintenance, cloud hosting, upgrades, security updates, technical development and associated cloud services. The business-critical platform supports customer contact management, case management, service-request handling, workflow automation, online forms and digital self-service across multiple Council services, contributing to the Council’s digital transformation. The work is delivered for West Lothian Council across its services, with the Council based in Livingston. This is a technology services requirement, classified under CPV 72000000 for information technology services: consulting, software development, Internet and support.

The procurement is complete and has been awarded to Verint, for one lot covering the existing Verint CRM platform and associated services. It used a limited procedure involving a direct award without prior publication of a competition notice, justified by the absence of competition for technical reasons and the protection of exclusive rights under Regulation 33(1)(b) of the Public Contracts (Scotland) Regulations 2015. The contract was signed on 1 September 2026, has a five-year term and is valued at £572,744.37. Verint was selected because it owns the proprietary platform and its intellectual property, and is the supplier able to provide the required licences, upgrades, maintenance, development and technical support for the Council’s existing implementation.

For a supplier that did not win this award, the procurement demonstrates sustained demand from West Lothian Council for business-critical CRM and cloud services, but also shows that this requirement was tightly tied to an incumbent proprietary platform. A credible competitor for a future equivalent requirement would need strong capability in customer relationship management, case management, workflow automation, digital self-service and service-request systems, together with cloud hosting and software-as-a-service operations. Relevant capability would include secure maintenance, upgrades, resilience, security updates and bespoke development, supported by experience integrating CRM platforms with corporate systems. Suppliers would also need to demonstrate dependable support for multiple public services and the ability to manage data migration, integration, testing, configuration, business change and user transition where replacement of an existing platform is proposed.

How relevant is this notice?

Notice Information

Notice Title

Customer Relationship Management System (Renewal)

Notice Description

West Lothian Council intends to enter into a contract with Verint Systems UK Limited for the continued provision of support, maintenance, development and associated cloud services for the Council's existing Verint Customer Relationship Management (CRM) platform. The Verint CRM solution is a business-critical corporate system supporting customer contact management, case management, workflow automation, digital self-service and service request handling across multiple Council services. The proposed contract will provide ongoing supplier support, system maintenance, cloud hosting, upgrades, security updates and development services for a period of five years, ensuring the continued availability, resilience and security of the platform and supporting the Council's digital transformation objectives.

Lot Information

Lot 1

The procurement relates to the continued provision of West Lothian Council's existing Verint cloud-based Customer Relationship Management (CRM) platform and associated support, maintenance, upgrade and development services. The Council has utilised the Verint CRM platform since 2008, with the solution transitioning to Verint's cloud-hosted Software-as-a-Service (SaaS) model in 2021. The platform is a business-critical system that supports customer contact management, case management, service request processing, workflow automation, online forms and digital self-service across multiple Council services.

Procurement Information

The contract is being awarded without prior publication of a contract notice in accordance with Regulation 33(1)(b) of the Public Contracts (Scotland) Regulations 2015, where competition is absent for technical reasons, including the protection of exclusive rights. West Lothian Council has utilised the Verint Customer Relationship Management (CRM) platform since 2008 and transitioned to Verint's cloud-hosted Software-as-a-Service (SaaS) model in 2021. The platform is a business-critical application that supports customer contact management, case management, service request handling, workflow automation, online forms and digital self-service across multiple Council services. The CRM platform is proprietary software owned exclusively by Verint Systems UK Limited. Verint retains the intellectual property rights associated with the platform and is the only supplier able to provide the software licences, upgrades, maintenance, development and technical support required for the Council's existing implementation. The platform is embedded within the Council's ICT environment and integrates with a number of corporate systems. Any replacement of the existing solution would require significant data migration, redevelopment of integrations, system reconfiguration, testing, business change activity and user retraining, resulting in substantial additional cost, operational disruption and technical risk. The Council considered alternative procurement routes, including the KCS Software Products and Associated Services Framework, NHS SBS Digital Workspace Solutions Framework and G-Cloud 14. However, these routes would not introduce an alternative supplier capable of providing the proprietary Verint platform and associated services. Service provision would remain dependent upon Verint due to its exclusive ownership and control of the software. In addition, procurement through these routes would increase costs without delivering genuine competition or an alternative technical solution. The Council has therefore concluded that competition is absent for technical reasons, including the protection of exclusive rights, and that a direct award to Verint Systems UK Limited is justified under Regulation 33(1)(b) of the Public Contracts (Scotland) Regulations 2015. A VEAT notice is being published in the interests of transparency and to notify the market of the Council's intention to award the contract directly.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000833349
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=SEP563963
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
OJEU - F15 - Voluntary Ex Ante Transparency Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Limited
Procurement Method Details
Award procedure without prior publication of a call for competition
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£572,744 £500K-£1M

Notice Dates

Publication Date
7 Sep 20261 weeks ago
Submission Deadline
Not specified
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
West Lothian 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
LIVINGSTON
Postcode
EH54 6FF
Postcode Area
Edinburgh
Country
Scotland
Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM1 East Central Scotland
Small Region (ITL 3)
TLM14 West Lothian
Delivery Location
TLM78 West Lothian
Local Authority
West Lothian
Electoral Ward
Livingston South
Westminster Constituency
Livingston

Supplier Information

Number of Suppliers
1
Supplier Name

Verint

Further Information

Notice Documents

  • https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=SEP563963
    Customer Relationship Management System (Renewal) - West Lothian Council intends to enter into a contract with Verint Systems UK Limited for the continued provision of support, maintenance, development and associated cloud services for the Council's existing Verint Customer Relationship Management (CRM) platform. The Verint CRM solution is a business-critical corporate system supporting customer contact management, case management, workflow automation, digital self-service and service request handling across multiple Council services. The proposed contract will provide ongoing supplier support, system maintenance, cloud hosting, upgrades, security updates and development services for a period of five years, ensuring the continued availability, resilience and security of the platform and supporting the Council's digital transformation objectives.

Open Contracting Data Standard (OCDS)

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