---
title: "Customer Engagement Platform (CEP) Framework"
ocid: "ocds-h6vhtk-06eea6"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06eea6"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-06eea6.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-06eea6.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "Scottish Enterprise"
published: "2026-08-28"
---

# Customer Engagement Platform (CEP) Framework

Buyer: Scottish Enterprise  
Current stage: Tender  
OCID: ocds-h6vhtk-06eea6

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## Summary

Scottish Enterprise is procuring a customer engagement platform framework and associated implementation and professional services. The requirement covers platform software licences and subscriptions, systems integration, implementation, data migration, platform capability services, professional services, support and managed services. It is intended to provide consistent, high-quality customer services at scale while improving customer and colleague experience. The framework is established for Business Gateway, Creative Scotland, Highlands and Islands Enterprise, Scottish Enterprise, Scottish Funding Council, Skills Development Scotland, South of Scotland Enterprise Agency and VisitScotland, with each organisation able to place its own call-off contract. Scottish Enterprise will also place a call-off for its specific requirements. The work is delivered across Scotland and falls within information technology services, including software integration, implementation and maintenance.

The procurement has reached tender: Scottish Enterprise invited offers through an open procedure for a single-supplier framework. Responses were to be submitted electronically in English by 8 October 2026 at 11:00, with bids valid for 90 days; bid opening and the start of the award period were set for the same time. The framework value is £29,167,000 including the stated scope, and its term is four years. Individual call-offs may run for up to 10 years. There is one lot and variant bids are not allowed. Evaluation combines price, weighted at 40%, with quality criteria covering functional scope at 40%, non-functional requirements at 15%, implementation partner and delivery requirements at 25%, demonstrations at 15% and Fair Work First at 5%; prompt payment is pass or fail.

This opportunity suits a prime technology supplier able to provide, operate and support a modern customer engagement platform for several public and economic-development organisations. Competitors need demonstrable capability across software licensing, integration, implementation, data migration, platform services, professional services, ongoing maintenance, support and managed services. The requirement calls for delivery at significant scale and the capacity to support multiple participating bodies, while also meeting specific Scottish Enterprise call-off needs. Bidders must provide the names and qualifications of staff assigned to the contract. Consortia and suppliers relying on other entities can participate, but the nominated lead and consortium members must accept joint and several liability. Subcontractors require separate self-declarations where applicable. Proposals must include specific community benefits, such as apprenticeships, placements, education, mentoring or opportunities for smaller and third-sector organisations, with annual reporting expected.

## Notice

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. Additional information: 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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/082222-2026 |
| Notice type | Tender Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 28 Aug 2026 |
| Submission deadline | 8 Oct 2026 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £29,167,000 |
| Lots value | £29,167,000 |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | Scottish Enterprise |
| Additional buyers | Business Gateway; Creative Scotland; Highlands and Islands Enterprise; Scottish Funding Council; Skills Development Scotland Ltd; South of Scotland Enterprise Agency; VisitScotland |
| Locality | GLASGOW |
| Postcode area | Glasgow |
| Postcode | G2 6HQ |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM3 West Central Scotland |
| ITL 3 | TLM32 Glasgow City |
| Local authority | Glasgow City |
| Electoral ward | Anderston/City/Yorkhill |
| Westminster constituency | Glasgow North |
| Delivery location | TLM Scotland |

## CPV Codes

### Divisions

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

### Codes

- 72222300 - Information technology services
- 72227000 - Software integration consultancy services
- 72263000 - Software implementation services
- 72267100 - Maintenance of information technology software

## Release History

- 28 Aug 2026 at 14:23 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/082222-2026

## Notice URLs

- http://www.bgateway.com
- http://www.creativescotland.com
- http://www.gov.scot/Topics/Government/Procurement/Selling/supplier-enquiries
- http://www.hie.co.uk
- http://www.publiccontractsscotland.gov.uk
- http://www.publiccontractsscotland.gov.uk/info/InfoCentre.aspx?ID=2363
- http://www.scottish-enterprise.com/
- http://www.sfc.ac.uk/
- http://www.skillsdevelopmentscotland.co.uk
- http://www.southofscotlandenterprise.com
- http://www.visitscotland.org
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000838457
- https://www.gov.scot/policies/public-sector-procurement/community-benefits-in-procurement/
- https://www.publiccontractsscotland.gov.uk/ESPD/ESPD_Download.aspx?id=838457
- https://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=838457
- https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA00118
- https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA00313
- https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA00381
- https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA00398
- https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA12862
- https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA15282
- https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA23062
- https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA30448
- https://www.publiccontractsscotland.gov.uk/sitehelp/help_guides.aspx
- https://www.scotcourts.gov.uk/the-courts/court-locations/glasgow-sheriff-court-and-justice-of-the-peace-court
- https://www.scottish-enterprise.com/help/contact-us

## 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-06eea6. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-06eea6.json.