{ "tag": [ "compiled" ], "id": "ocds-r6ebe6-0000833349-2026-09-07T00:00:00Z", "date": "2026-09-07T00:00:00Z", "ocid": "ocds-r6ebe6-0000833349", "initiationType": "tender", "parties": [ { "id": "org-17", "name": "West Lothian Council", "identifier": { "legalName": "West Lothian Council" }, "address": { "streetAddress": "West Lothian Civic Centre, Howden South Road", "locality": "Livingston", "region": "UKM78", "postalCode": "EH54 6FF" }, "contactPoint": { "name": "Anita Bainbridge", "email": "anita.bainbridge@westlothian.gov.uk", "url": "http://" }, "roles": [ "buyer" ], "details": { "classifications": [ { "id": "Regional or local authority", "scheme": "TED_CA_TYPE" }, { "id": "01", "description": "General public services", "scheme": "COFOG" } ], "url": "http://www.westlothian.gov.uk/" } }, { "id": "org-18", "name": "Verint", "identifier": { "legalName": "Verint" }, "address": { "streetAddress": "2nd Floor, The Forge,, 43 Church Street,", "locality": "Woking", "region": "UKJ2", "postalCode": "GU21 6HT" }, "roles": [ "supplier" ], "details": { "scale": "large", "url": "https://www.verint.com/" } }, { "id": "org-19", "name": "Livingston Sheriff Court and Justice of the Peace Court", "identifier": { "legalName": "Livingston Sheriff Court and Justice of the Peace Court" }, "address": { "streetAddress": "West Lothian Civic Centre, Howden South Road,", "locality": "Livingston", "postalCode": "EH54 6FF" }, "contactPoint": { "url": "http://" }, "roles": [ "reviewBody" ] } ], "buyer": { "name": "West Lothian Council", "id": "org-17" }, "tender": { "id": "ocds-r6ebe6-0000833349", "title": "Customer Relationship Management System (Renewal)", "description": "West Lothian Council intends to enter into a contract with Verint Systems UK Limited for the continued provision of support, maintenance, development and associated cloud services for the Council's existing Verint Customer Relationship Management (CRM) platform. The Verint CRM solution is a business-critical corporate system supporting customer contact management, case management, workflow automation, digital self-service and service request handling across multiple Council services. The proposed contract will provide ongoing supplier support, system maintenance, cloud hosting, upgrades, security updates and development services for a period of five years, ensuring the continued availability, resilience and security of the platform and supporting the Council's digital transformation objectives.", "status": "complete", "items": [ { "id": "1", "deliveryAddresses": [ { "region": "UKM78" } ], "relatedLot": "1" } ], "procurementMethod": "limited", "procurementMethodDetails": "Award procedure without prior publication of a call for competition", "procurementMethodRationale": "The contract is being awarded without prior publication of a contract notice in accordance with Regulation 33(1)(b) of the Public Contracts (Scotland) Regulations 2015, where competition is absent for technical reasons, including the protection of exclusive rights. West Lothian Council has utilised the Verint Customer Relationship Management (CRM) platform since 2008 and transitioned to Verint's cloud-hosted Software-as-a-Service (SaaS) model in 2021. The platform is a business-critical application that supports customer contact management, case management, service request handling, workflow automation, online forms and digital self-service across multiple Council services. The CRM platform is proprietary software owned exclusively by Verint Systems UK Limited. Verint retains the intellectual property rights associated with the platform and is the only supplier able to provide the software licences, upgrades, maintenance, development and technical support required for the Council's existing implementation. The platform is embedded within the Council's ICT environment and integrates with a number of corporate systems. Any replacement of the existing solution would require significant data migration, redevelopment of integrations, system reconfiguration, testing, business change activity and user retraining, resulting in substantial additional cost, operational disruption and technical risk. The Council considered alternative procurement routes, including the KCS Software Products and Associated Services Framework, NHS SBS Digital Workspace Solutions Framework and G-Cloud 14. However, these routes would not introduce an alternative supplier capable of providing the proprietary Verint platform and associated services. Service provision would remain dependent upon Verint due to its exclusive ownership and control of the software. In addition, procurement through these routes would increase costs without delivering genuine competition or an alternative technical solution. The Council has therefore concluded that competition is absent for technical reasons, including the protection of exclusive rights, and that a direct award to Verint Systems UK Limited is justified under Regulation 33(1)(b) of the Public Contracts (Scotland) Regulations 2015. A VEAT notice is being published in the interests of transparency and to notify the market of the Council's intention to award the contract directly.", "mainProcurementCategory": "services", "documents": [ { "id": "SEP563963", "documentType": "awardNotice", "title": "Customer Relationship Management System (Renewal)", "description": "West Lothian Council intends to enter into a contract with Verint Systems UK Limited for the continued provision of support, maintenance, development and associated cloud services for the Council's existing Verint Customer Relationship Management (CRM) platform. The Verint CRM solution is a business-critical corporate system supporting customer contact management, case management, workflow automation, digital self-service and service request handling across multiple Council services. The proposed contract will provide ongoing supplier support, system maintenance, cloud hosting, upgrades, security updates and development services for a period of five years, ensuring the continued availability, resilience and security of the platform and supporting the Council's digital transformation objectives.", "url": "https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=SEP563963", "format": "text/html" } ], "lots": [ { "id": "1", "description": "The procurement relates to the continued provision of West Lothian Council's existing Verint cloud-based Customer Relationship Management (CRM) platform and associated support, maintenance, upgrade and development services. The Council has utilised the Verint CRM platform since 2008, with the solution transitioning to Verint's cloud-hosted Software-as-a-Service (SaaS) model in 2021. The platform is a business-critical system that supports customer contact management, case management, service request processing, workflow automation, online forms and digital self-service across multiple Council services.", "status": "complete", "hasOptions": false } ], "coveredBy": [ "GPA" ], "procurementMethodRationaleClassifications": [ { "id": "D_OUTSIDE_SCOPE", "description": "The procurement falls outside the scope of application of the directive" } ], "classification": { "id": "72000000", "scheme": "CPV" }, "legalBasis": { "id": "32014L0024", "scheme": "CELEX" } }, "awards": [ { "id": "CC14867", "suppliers": [ { "id": "org-18", "name": "Verint" } ], "relatedLots": [ "1" ] } ], "contracts": [ { "id": "CC14867", "awardID": "CC14867", "status": "active", "value": { "amount": 572744.37, "currency": "GBP" }, "dateSigned": "2026-09-01T00:00:00Z" } ], "language": "EN", "description": "(SC Ref:833349)", "links": [ { "rel": "canonical", "href": "https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000833349" } ] }