---
title: "Supply Design Build and maintenance of a Customer Services e-Platform"
ocid: "ocds-r6ebe6-0000599486"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000599486"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000599486.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000599486.json"
source: "Public Contracts Scotland"
current_stage: "Award"
buyer: "SCOTLAND EXCEL"
published: "2020-12-17"
---

# Supply Design Build and maintenance of a Customer Services e-Platform

Buyer: SCOTLAND EXCEL  
Current stage: Award  
OCID: ocds-r6ebe6-0000599486

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000599486)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000599486.json)

## Summary

The procurement process initiated by Scotland Excel involves the supply, design, build, and maintenance of a Customer Services e-Platform, aimed at transforming services in response to population growth and resource constraints in Midlothian. This open procedure, now complete, has involved an active tender process, with bids being submitted electronically by the deadline on 11th November 2019. The total contract award was valued at £464,969 and was signed on 14th December 2020. The project delivery location is within the Midlothian Council region, which lies in the UK.

This tender presents an excellent opportunity for businesses in the IT services and digital solutions sector, particularly those specialising in customer service platforms, automation, and self-service solutions. Given the focus on efficient service redesign and the requirement for quality assurance and compliance certifications, small and medium-sized enterprises (SMEs) with proven experience in similar projects will be well-suited to compete for this contract. Companies with expertise in providing digital transformation services are likely to find significant alignment with the needs expressed in this procurement process.

## Notice

Midlothian is undergoing a massive population growth and, at the same time, resources within Midlothian Council are reducing. Midlothian Council cannot continue to support services in the same fashion as it does now - a radical change is required. Services must be redesigned and customer self-service and automation must play their part to deliver a first class experience for customers and produce gains in efficiency for Midlothian Council.

### Lot Information

Lot 1

Midlothian Council will work in partnership with a Strategic Partner, using an outcomes-based approach to implement a modern-day Customer Service Platform composed of all essential components linked together accordingly to create a sustainable foundation for customer self-service. Whilst it is recognised that the Strategic Partner may not necessarily be able to provide all components, all functionality required will be provided through the Strategic Partner's own well developed partner ecosystem.

Renewal: The contract is for a total of 120 months an initial period of 60 months with an option to extend for 2 years plus 2 years plus 1 year

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=DEC402661 |
| Notice type | OJEU - F3 - Contract Award 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 Dec 2020 |
| Submission deadline | 11 Nov 2019 |
| Future notice date | Not specified |
| Award date | 14 Dec 2020 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £787,000 |
| Lots value | £787,000 |
| Awards value | Not specified |
| Contracts value | £464,969 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | SCOTLAND EXCEL |
| Locality | PAISLEY |
| Post town | Paisley |
| Postcode | PA1 1AR |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM3 West Central Scotland |
| ITL 3 | TLM33 Inverclyde, East Renfrewshire, and Renfrewshire |
| Local authority | Renfrewshire |
| Electoral ward | Paisley East and Central |
| Westminster constituency | Paisley and Renfrewshire South |
| Delivery location | TLM73 East Lothian and Midlothian |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | GRANICUS-FIRMSTEP |

## CPV Codes

### Divisions

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

### Codes

- 72000000 - IT services: consulting, software development, Internet and support
- 72211000 - Programming services of systems and user software

## Release History

- 17 Dec 2020 at 00:00 - Award - OJEU - F3 - Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=DEC402661
- 9 Oct 2019 at 00:00 - Tender - OJEU - F2 - Contract Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT368745

## Documents

- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT368745
  Supply Design Build and maintenance of a Customer Services e-Platform - Midlothian is undergoing a massive population growth and, at the same time, resources within Midlothian Council are reducing. Midlothian Council cannot continue to support services in the same fashion as it does now - a radical change is required. Services must be redesigned and customer self-service and automation must play their part to deliver a first class experience for customers and produce gains in efficiency for Midlothian Council.
- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=DEC402661
  Supply Design Build and maintenance of a Customer Services e-Platform - Midlothian is undergoing a massive population growth and, at the same time, resources within Midlothian Council are reducing. Midlothian Council cannot continue to support services in the same fashion as it does now - a radical change is required. Services must be redesigned and customer self-service and automation must play their part to deliver a first class experience for customers and produce gains in efficiency for Midlothian Council.

## Notice URLs

- http://
- http://www.scotland-excel.org.uk
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000599486
- https://www.publictendersscotland.publiccontractsscotland.gov.uk
- https://www.publictendersscotland.publiccontractsscotland.gov.uk/esop/pts-host/public/pts/web/login.html
- https://www.scotcourts.gov.uk/the-courts/court-locations/court-of-session

## 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-r6ebe6-0000599486. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000599486.json.