---
title: "Customer Relationship Management (CRM) Solution"
ocid: "ocds-r6ebe6-0000827304"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000827304"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000827304.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000827304.json"
source: "Public Contracts Scotland"
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-r6ebe6-0000827304

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000827304)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000827304.json)

## Summary

The National Library of Scotland, located at George IV Bridge, Edinburgh, has completed the procurement process for a cloud-hosted Customer Relationship Management (CRM) solution. This contract falls under the 'Recreation, culture and religion' industry category. It represents the first phase of the Library's larger CRM programme intended to improve fundraising and supporter engagement by strengthening communication channels and ensuring secure data flows between systems. The procurement was done through an open procedure, and the award was finalised with the supplier, Brightwire, on 16th July 2026. The CRM solution is expected to be implemented from June 2026 to 31 December 2026, followed by a two-year support and maintenance period until 31 December 2028, with the possibility of three additional one-year extensions based on performance.

This tender represents a valuable opportunity for service providers specialising in cloud solutions, CRM implementation, and data governance to engage with a prestigious institution like the National Library of Scotland. Companies that possess expertise in transforming legacy systems, particularly those that offer user data migration and maintain core CRM functionalities for communication, fundraising, and support, would be well-suited to opportunities like this. Organisations that align with technical and quality criteria, significantly emphasising technical merit (80%) and also offering competitive pricing (20%), can leverage such contracts to bolster their portfolio and drive business growth. The involvement of small to medium enterprises (SMEs) and a preference for electronic submissions highlight the inclusive and accessible nature of this procurement process, fostering a diversified business environment.

## 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. 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 | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL560427 |
| 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 Jul 2026 |
| Submission deadline | 28 Apr 2026 |
| Future notice date | Not specified |
| Award date | 16 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 | Complete |
| Awards status | Not specified |
| 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 00:00 - Award - OJEU - F3 - Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL560427
- 26 Mar 2026 at 00:00 - Tender - OJEU - F2 - Contract Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAR552564

## Documents

- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=MAR552564&idx=9
  17th April 2026 - Our responses to the questions received on 16/04/2026, 11:03am
- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=MAR552564&idx=8
  14th April 2026 - Response to the questions dated 07/04/2026, 09:42am and 09:43 am
- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=MAR552564&idx=5
  26th March 2026 - CRM Solution 2025.26.065 - Requirements Specification
- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=MAR552564&idx=6
  26th March 2026 - CRM Solution 2025.26.065 - Request for Additional Information
- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=MAR552564&idx=7
  26th March 2026 - CRM Solution 2025.26.065 - Quality(Technical) Response Document
- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=MAR552564&idx=1
  26th March 2026 - CRM Solution 2025.26.065 - Pricing Schedule
- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=MAR552564&idx=2
  26th March 2026 - CRM Solution 2025.26.065 - ITT Annex B (Appendix 1-4)
- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=MAR552564&idx=3
  26th March 2026 - CRM Solution 2025.26.065 - Invitation to Tender(ITT) Cover Letter
- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=MAR552564&idx=4
  26th March 2026 - CRM Solution 2025.26.065 - Conditions of Contract Model Form for Services
- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAR552564
  Customer Relationship Management (CRM) Solution - 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.
- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL560427
  Customer Relationship Management (CRM) Solution - 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.

## Notice URLs

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

## 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-r6ebe6-0000827304. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000827304.json.