--- title: "Customer Experience Platform" ocid: "ocds-r6ebe6-0000824642" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000824642" markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000824642.md" json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000824642.json" source: "Public Contracts Scotland" current_stage: "Planning" buyer: "SOUTH LANARKSHIRE COUNCIL" published: "2026-02-27" --- # Customer Experience Platform Buyer: SOUTH LANARKSHIRE COUNCIL Current stage: Planning OCID: ocds-r6ebe6-0000824642 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000824642) [Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000824642.json) ## Summary South Lanarkshire Council is embarking on a procurement process for a Customer Experience Platform, indicated by a Prior Information Notice dated 27 February 2026. This tender falls under the industry category of general public services and housing and community amenities. The planned procurement is currently in the planning stage, with key deadlines such as the submission of a Market Engagement Questionnaire by 2 April 2026. The purchase, aimed to modernise the council's contact channels and integrate a Customer Relationship Management system, is part of a broader strategy to improve service efficiency and support digital transformation within the Hamilton area. This procurement presents significant opportunities for businesses specialising in CRM solutions, data management, telephony, and customer service enhancements. Companies that can offer innovative solutions in these areas stand to benefit from contributing to the council's digital transformation goals. The tender encourages participation from suppliers to assist in shaping the procurement strategy by providing feedback through a pre-market questionnaire. This approach is favourable for businesses seeking to establish or expand their presence in public sector contracts, particularly those capable of delivering comprehensive, integrative customer experience solutions in the UK region UKM95. The engagement is aligned with South Lanarkshire Council's strategic goals, offering growth prospects for firms in the tech and communications sectors. ## Notice South Lanarkshire Council are looking to notify the market of a potential future contract opportunity to deliver a Customer Experience (CX) Platform, incorporating Customer Relationship Management (CRM). The Council has undertaken a review of its customer experience and identified a potential need for a Customer Experience platform to help modernise and improve its offering. The review identified significant opportunities for improvement in customer contact channels, back-office processes, and data management. Implementing the recommendations will enhance customer experience, improve efficiency, and support the Council's digital transformation goals. The Council has a legacy CRM system (Oracle) which will be out of contract in 2027. The procurement and implementation of a new CX Platform would form part of a wider Customer Experience improvement strategy that will encompass telephony, complaints, website updates and cross service process improvements. ### Lot Information Lot 1 This PIN notice is being published to explore potential options for a Customer Experience (CX) Platform, incorporating CRM for South Lanarkshire Council. An overview of the requirement along with a pre market engagement questionnaire is included for suppliers to provide feedback on potential solutions. The responses to this Market Engagement Questionnaire will inform the procurement strategy and requirements. It is requested that completed questionnaires are submitted to Gayle Chilton by e-mail (e-mail address detailed on the attached questionnaire) no later than 12 noon on the Thursday 02 April 2026.. Please note there is no additional documentation available for this contract at this moment. ## Key Details | Field | Value | | --- | --- | | Publication source | Public Contracts Scotland | | Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=FEB550546 | | Notice type | PCS Notice - Website Prior Information Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 27 Feb 2026 | | Submission deadline | Not specified | | Future notice date | 1 Jul 2026 | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planned | | Lots status | Planned | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | SOUTH LANARKSHIRE COUNCIL | | Locality | HAMILTON | | Post town | Motherwell | | Postcode | ML3 0AA | | Country | Scotland | | ITL 1 | TLM Scotland | | ITL 2 | TLM9 Southern Scotland | | ITL 3 | TLM95 South Lanarkshire | | Local authority | South Lanarkshire | | Electoral ward | Hamilton North and East | | Westminster constituency | Hamilton and Clyde Valley | | Delivery location | TLM95 South Lanarkshire | ## CPV Codes ### Divisions - 30 - Office and computing machinery, equipment and supplies except furniture and software packages - 48 - Software package and information systems - 72 - IT services: consulting, software development, Internet and support - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 30211300 - Computer platforms - 48000000 - Software package and information systems - 48445000 - Customer Relation Management software package - 72212445 - Customer Relation Management software development services - 72222300 - Information technology services - 72223000 - Information technology requirements review services - 79342300 - Customer services - 79342320 - Customer-care services ## Release History - 27 Feb 2026 at 00:00 - Planning - PCS Notice - Website Prior Information Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=FEB550546 ## Documents - https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=FEB550546&idx=1 27th February 2026 - Market Engagement Questionnaire - Customer Experience Platform - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=FEB550546 Customer Experience Platform - South Lanarkshire Council are looking to notify the market of a potential future contract opportunity to deliver a Customer Experience (CX) Platform, incorporating Customer Relationship Management (CRM). The Council has undertaken a review of its customer experience and identified a potential need for a Customer Experience platform to help modernise and improve its offering. The review identified significant opportunities for improvement in customer contact channels, back-office processes, and data management. Implementing the recommendations will enhance customer experience, improve efficiency, and support the Council's digital transformation goals. The Council has a legacy CRM system (Oracle) which will be out of contract in 2027. The procurement and implementation of a new CX Platform would form part of a wider Customer Experience improvement strategy that will encompass telephony, complaints, website updates and cross service process improvements. ## Notice URLs - http:// - http://www.southlanarkshire.gov.uk - https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000824642 - https://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=824642 ## 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-r6ebe6-0000824642. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000824642.json.