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Customer Engagement Platform (CEP) Framework

Scottish Enterprise

This public procurement record has 1 release in its history.

Tender

28 Aug 2026 at 01:00

OJEU - F2 - Contract Notice
Summary of the contracting process

Scottish Enterprise is procuring a single-supplier Customer Engagement Platform framework for Scottish Enterprise, Business Gateway, Creative Scotland, Highlands and Islands Enterprise, Scottish Funding Council, Skills Development Scotland, South of Scotland Enterprise and VisitScotland. The requirement covers customer engagement platform software licences and subscriptions, together with implementation, integration, data migration, platform capability, professional services, support and managed services. The platform is intended to provide consistent services at scale and improve customer and colleague experience. Scottish Enterprise will also place a call-off for its own requirements. The services will be delivered across Scotland, for participating public bodies based in Glasgow, Inverness, Dumfries and Edinburgh, among other Scottish locations. This is a technology services opportunity, classified under customer information systems implementation and related software services.

The process reached tender: the buyer invited offers through an open procedure, with electronic submission. The tender deadline is 8 October 2026 at 11:00 UTC, when bids will also be opened; the stated award period starts at that time. The framework is valued at £29,167,000, including the single lot, and is planned to run for 1,440 days (four years). Individual call-offs may run for up to 10 years. Bids must remain valid for 90 days and be submitted in English; variants are not allowed. Evaluation includes a pass/fail prompt-payment requirement and price weighted at 40. The remaining selection criteria cover suitability, economic and technical capacity, as set out in the SPD. Electronic payment and ordering will be used, with electronic invoicing allowed.

This opportunity suits a customer-engagement or CRM platform provider able to supply software subscriptions alongside integration, implementation, data migration, platform development, professional services, support and managed services. The successful business must have the capacity to support several public organisations and deliver a platform consistently at scale over the framework term, with the capability to handle Scottish Enterprise’s immediate call-off as well as future requirements. Bidders must provide the names and qualifications of staff proposed for the work. Consortium bids are permitted, with a nominated lead organisation and joint and several liability; bidders may rely on other entities’ capacity subject to separate SPD responses. Subcontractors must provide the required exclusion declarations. A priority climate change contract requires a specific community-benefit proposal, such as apprenticeships, placements, education, mentoring or SME and third-sector subcontracting opportunities, with annual reporting.

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Notice Information

Notice Title

Customer Engagement Platform (CEP) Framework

Notice Description

Scottish Enterprise are putting place a framework for the provision of a customer engagement platform and associated implementation and professional services. The framework is being established to allow for named partner bodies to access the framework through their own call off. The framework will be awarded for the full scope outlined in the Invitation to Tender (ITT). The framework will be in place for 4 years and call-offs will not exceed 10 years in duration. At the same time Scottish Enterprise will award a call-off for their own specific requirements as outlined.

Lot Information

Lot 1

Scottish Enterprise are establishing a Customer Engagement Platform Framework on behalf of: Business Gateway ("BG") Creative Scotland ("CS") Highlands and Islands Enterprise ("HIE") Scottish Enterprise ("SE") Scottish Funding Council ("SFC") Skills Development Scotland ("SDS") South of Scotland Enterprise ("SoSE"). VisitScotland ("VS") The scope of this procurement is to appoint a single-supplier framework for a modern Customer Engagement Platform for the organisations outlined in above to access. The framework will provide participating organisations with access to Customer Engagement Platform software licences and subscriptions, integration, implementation, data migration, platform capability services, professional services and support and managed services throughout the life of the framework. The platform will deliver consistent, high-quality services at scale, while improving both customer and colleague experience. The framework will be in place for 4 years and call-offs will not exceed 10 years in duration. At the same time Scottish Enterprise will award a call-off for their own specific requirements as outlined in the tender documentation.. Economic operators may be excluded from this competition if they are in any of the situations referred to in Regulation 58 of the Public Contracts (Scotland) Regulations 2015.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000838457
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG563330
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
OJEU - F2 - Contract Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

72222300 - Information technology services

72227000 - Software integration consultancy services

72263000 - Software implementation services

72267100 - Maintenance of information technology software

Notice Value(s)

Tender Value
£29,167,000 £10M-£100M
Lots Value
£29,167,000 £10M-£100M
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
28 Aug 20265 days ago
Submission Deadline
8 Oct 20262 months to go
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Scottish Enterprise
Additional Buyers

Business Gateway

Creative Scotland

Highlands and Islands Enterprise

Scottish Funding Council

Scottish Government

Skills Development Scotland Ltd

South of Scotland Enterprise Agency

VisitScotland

Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
GLASGOW
Postcode
G2 6HQ
Postcode Area
Glasgow
Country
Scotland
Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM3 West Central Scotland
Small Region (ITL 3)
TLM32 Glasgow City
Delivery Location
TLM Scotland
Local Authority
Glasgow City
Electoral Ward
Anderston/City/Yorkhill
Westminster Constituency
Glasgow North

Further Information

Notice Documents

  • https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG563330
    Customer Engagement Platform (CEP) Framework - Scottish Enterprise are putting place a framework for the provision of a customer engagement platform and associated implementation and professional services. The framework is being established to allow for named partner bodies to access the framework through their own call off. The framework will be awarded for the full scope outlined in the Invitation to Tender (ITT). The framework will be in place for 4 years and call-offs will not exceed 10 years in duration. At the same time Scottish Enterprise will award a call-off for their own specific requirements as outlined.

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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