---
title: "CRM System"
ocid: "ocds-b5fd17-07d0d9b2-5dab-415a-9c04-73cbe64f42c5"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-07d0d9b2-5dab-415a-9c04-73cbe64f42c5"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-07d0d9b2-5dab-415a-9c04-73cbe64f42c5.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-07d0d9b2-5dab-415a-9c04-73cbe64f42c5.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "CITY OF YORK COUNCIL"
published: "2026-08-06"
---

# CRM System

Buyer: CITY OF YORK COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-07d0d9b2-5dab-415a-9c04-73cbe64f42c5

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## Summary

City of York Council procured a customer relationship management system for the Connect to Work Programme, delivered across Yorkshire and the Humber. The service tracks individual participants through their programme journey, monitors Delivery Partner performance, produces templates and reports, and exports data in the formats required by the Department for Work and Pensions and York and North Yorkshire Combined Authority. The supplier also provides system setup, administrative support, onboarding and training for management staff and external Delivery Partners. The requirement includes user licences and accounts for council and partner access, system changes responding to Department for Work and Pensions requirements, and continuing technical support, administration and uptime management. This is a technology support and consultancy services requirement.

The procurement is complete and was awarded to Insight Direct (UK) Ltd on 17 April 2026. The contract value is £146,282.74 including the stated currency of GBP. The contract runs from 31 March 2026 to 31 March 2030. It was a selective procurement using a call-off from a framework agreement, with tender submissions due by 18 March 2026 at 12:00 UTC. The requirement was identified as a services contract and was marked as suitable for small and medium-sized enterprises. The expected licensing requirement varies by programme year, ranging from 30 to 70 licences, with 30 in the first and fifth years and 70 in the third and fourth years. The award is active.

This award indicates demand for suppliers able to deliver and support a configurable CRM platform for employment or skills programmes involving multiple delivery partners. A credible competitor would need to demonstrate participant case management, performance monitoring, reporting and structured exports to CSV or Excel, alongside secure access for both public-sector staff and external organisations. Relevant capability also includes implementation planning, system administration, user onboarding and training for varied audiences, ongoing helpdesk or technical support, and reliable availability. Suppliers should be able to manage changing data, reporting or compliance requirements imposed by the Department for Work and Pensions, adapt the system during delivery, and accommodate changing user numbers. The requirement was considered suitable for SMEs, so a specialist platform provider or capable technology services business could be well placed.

## Notice

Aim of the service delivery 2.1 The Service Provider will be required to provide: * A customer relationship management system (CRM) to enable Connect to Work Participants to be tracked individually on their journey through the Programme, monitor the performance of Delivery Partners, generate templates, and reporting * The ability to export all data to .CSV and/or Excel files in the required format and structure for DWP and York and North Yorkshire Combined Authority requirements * Setup and administrative support to meet agreed go-live dates * Onboarding, staff training, including to in-house Management Staff and external Delivery Partners, on use of the system * Licenses and accounts to enable Management Staff and Delivery Partners to access the system input Participant details, create reports and export reports - for Management Staff both within the York and North Yorkshire Combined Authority working on internal IT systems and hardware, and those Delivery Partners that are external and outside of regional and local government IT infrastructure o Expected to be between 30 and 70 Licenses dependent on cost, see below for current per-year expectations: Year 1: 30 Year 2: 40 Year 3: 70 Year 4: 70 Year 5: 30 Extension year if realized to be confirmed * Changes and adaptation to the system in line with any mandated or recommended changes from DWP over the course of the contract * Ongoing service, technical support, access and administration, and up-time requirements as agreed within the final contract

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/e86d3b5b-15ee-42f0-a333-889d878845a6 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 6 Aug 2026 |
| Submission deadline | 18 Mar 2026 |
| Future notice date | Not specified |
| Award date | 17 Apr 2026 |
| Contract period | 31 Mar 2026 - 31 Mar 2030 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £146,282 |
| Lots value | Not specified |
| Awards value | £146,282 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | CITY OF YORK COUNCIL |
| Locality | YORK |
| Postcode area | York |
| Postcode | YO1 6GA |
| Country | England |
| ITL 1 | TLE Yorkshire and The Humber |
| ITL 2 | TLE2 North Yorkshire |
| ITL 3 | TLE21 York |
| Local authority | York |
| Electoral ward | Micklegate |
| Westminster constituency | York Central |
| Delivery location | TLE Yorkshire and The Humber |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | INSIGHT DIRECT (UK) LTD |

## CPV Codes

### Divisions

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

### Codes

- 72600000 - Computer support and consultancy services

## Release History

- 6 Aug 2026 at 10:43 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/e86d3b5b-15ee-42f0-a333-889d878845a6

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/e86d3b5b-15ee-42f0-a333-889d878845a6
  6th August 2026 - Awarded contract notice on Contracts Finder

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-07d0d9b2-5dab-415a-9c04-73cbe64f42c5. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-07d0d9b2-5dab-415a-9c04-73cbe64f42c5.json.