---
title: "Customer Relationship Management (CRM) Solution"
ocid: "ocds-h6vhtk-0674d7"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0674d7"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0674d7.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0674d7.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "NATIONAL LIBRARY OF SCOTLAND"
published: "2026-07-17"
---

# Customer Relationship Management (CRM) Solution

Buyer: NATIONAL LIBRARY OF SCOTLAND  
Current stage: Award  
OCID: ocds-h6vhtk-0674d7

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-0674d7.json)

## Summary

The National Library of Scotland has completed the procurement process for a cloud-hosted Customer Relationship Management (CRM) solution aimed at enhancing fundraising and supporter engagement. The contract, awarded to Brightwire, covers the period from June 2026 to December 2028, with potential extensions subject to performance. The project involves replacing a legacy system with modern CRM capabilities, improving data governance, and integrating membership and communication functionalities. Situated in Edinburgh, this service-based contract utilised an open procedure in compliance with public procurement regulations, with a total budget of £181,400. The procurement process concluded with the signing of the contract on 16th July 2026 following the tender's active status earlier in the year.

This procurement activity presents significant growth opportunities for businesses specialising in software implementation, development, and consultancy services, particularly those experienced in CRM systems and cloud solutions. The contract emphasized high technical quality, valuing technical expertise at 80% against price, making it an attractive opportunity for businesses focusing on innovation and quality delivery. Such contracts are well-suited for small to medium enterprises (SMEs) like Brightwire, which can leverage their expertise to provide tailored service offerings and gain visibility and experience through collaboration with prominent public institutions. The open nature of the procurement process ensures a competitive environment, enhancing opportunities for businesses to expand their footprint in public sector projects.

## Notice

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 Additional information: 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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/067817-2026 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 17 Jul 2026 |
| Submission deadline | 28 Apr 2026 |
| Future notice date | Not specified |
| Award date | 15 Jul 2026 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £245,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £181,400 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NATIONAL LIBRARY OF SCOTLAND |
| Locality | EDINBURGH |
| Post town | Edinburgh |
| Postcode | EH1 1EW |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM1 East Central Scotland |
| ITL 3 | TLM13 City of Edinburgh |
| Local authority | City of Edinburgh |
| Electoral ward | City Centre |
| Westminster constituency | Edinburgh East and Musselburgh |
| Delivery location | TLM75 City of Edinburgh |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | BRIGHTWIRE |

## CPV Codes

### Divisions

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

### Codes

- 72260000 - Software-related services
- 72261000 - Software support services
- 72262000 - Software development services
- 72263000 - Software implementation services
- 72266000 - Software consultancy services

## Release History

- 17 Jul 2026 at 12:40 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/067817-2026
- 26 Mar 2026 at 11:28 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/027809-2026

## Notice URLs

- http://www.nls.uk
- http://www.publiccontractsscotland.gov.uk
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000827304
- https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA11622

## 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-h6vhtk-0674d7. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0674d7.json.