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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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30 Sep 2026 at 01:00

PCS Notice - Website Contract Award Notice
Summary of the contracting process

West Lothian Council procured continued access to its existing cloud-based customer relationship management (CRM) platform, used across multiple Council services. The system supports customer contact and case management, service requests, workflow automation, online forms and digital self-service, and is integrated with other corporate systems. The service covers software licensing, cloud hosting, technical support, maintenance, security updates, upgrades and development to keep the platform operating and allow it to evolve. The work supports continuity of customer-facing digital services and the Council’s digital transformation. Delivery is for West Lothian Council in Livingston, serving Council operations across West Lothian. The requirement is specifically for the existing Verint platform and its related services, rather than a general CRM replacement or a new system.

The procurement is complete and the contract was awarded to Verint Systems UK Limited. The contract is active and was signed on 28 September 2026, at a value of £572,744.37. The stated contract term is five years. The Council used a limited procedure without a prior call for competition, relying on technical reasons and exclusive intellectual property rights: Verint owns the proprietary platform and is the only supplier able to license, maintain, upgrade and develop the Council’s existing implementation. The Council considered alternative routes, including G-Cloud 14, but concluded they would not provide a competing supplier. The process covered one lot for continued provision of the existing CRM and associated services. One bid was recorded. No separate award date or evaluation scoring criteria are stated.

This outcome demonstrates a continuing requirement at West Lothian Council for a business-critical, cloud-hosted CRM supporting customer contact, case management, service requests, workflows and digital self-service across Council services. A credible supplier for any future requirement of this kind would need to provide the platform already embedded in the Council’s ICT environment, integrate it with corporate systems, and deliver secure and resilient cloud operations alongside licensing, maintenance, upgrades, support and ongoing development. The Council’s stated rationale makes proprietary ownership and control of the existing software decisive: a competing CRM provider would need to address the migration, integration redevelopment, testing, reconfiguration, business change and retraining involved in replacement, as well as the resulting cost, disruption and technical risk. Experience sustaining and evolving a live public-sector CRM would therefore be relevant.

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Notice Information

Notice Title

Customer Relationship Management System (Renewal)

Notice Description

West Lothian Council has awarded a contract to Verint Systems UK Limited for the continued provision of its cloud-based Customer Relationship Management (CRM) platform, including software licensing, support, maintenance, upgrades and development services. The CRM platform is a business-critical system supporting customer contact management, case management, service request handling, workflow automation, online forms and digital self-service across multiple Council services. The contract will ensure the continued availability, security, resilience and development of the platform for a period of five years.

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 and transitioned to Verint's cloud-hosted Software-as-a-Service (SaaS) model in 2021. The platform is a business-critical system supporting customer contact management, case management, service request handling, workflow automation, online forms and digital self-service across multiple Council services. It is embedded within the Council's operational and technical environment and supports integration with other corporate systems. The contract provides ongoing software licensing, supplier support, maintenance, security updates, cloud-hosted upgrades and professional services necessary to maintain and further develop the platform throughout the contract term. Continued access to supplier support and future software releases will ensure the system remains secure, resilient and aligned with evolving business and technology requirements. The contract provides continuity of service, protects the Council's substantial investment in the platform and supports the continued delivery and development of customer-focused digital services. It will enable the ongoing expansion of digital self-service and workflow automation capabilities in support of the Council's digital transformation objectives and the efficient delivery of services to customers.. A Voluntary Ex Ante Transparency (VEAT) Notice was published prior to contract award to notify the market of the Council's intention to award the contract directly in accordance with Regulation 33(1)(b) of the Public Contracts (Scotland) Regulations 2015. The standstill period following publication of the VEAT Notice expired without challenge.

Procurement Information

The contract has been 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 supporting customer contact 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 other corporate systems. Replacing the 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 framework agreements such as 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 and would increase costs without delivering genuine competition or an alternative technical solution. The Council therefore concluded that competition was absent for technical reasons and awarded the contract to Verint Systems UK Limited in accordance with Regulation 33(1)(b). A Voluntary Ex Ante Transparency (VEAT) Notice was published prior to contract award. The standstill period expired without challenge and the Council subsequently proceeded to award the contract.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000844417
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=SEP565637
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
PCS Notice - Website Contract Award 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

48 - Software package and information systems

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

CPV Codes

48445000 - Customer Relation Management software package

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

72260000 - Software-related services

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
30 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=SEP565637
    Customer Relationship Management System (Renewal) - West Lothian Council has awarded a contract to Verint Systems UK Limited for the continued provision of its cloud-based Customer Relationship Management (CRM) platform, including software licensing, support, maintenance, upgrades and development services. The CRM platform is a business-critical system supporting customer contact management, case management, service request handling, workflow automation, online forms and digital self-service across multiple Council services. The contract will ensure the continued availability, security, resilience and development of the platform for a period of five years.

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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