---
title: "Customer Relationship Management System (Renewal)"
ocid: "ocds-r6ebe6-0000833349"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000833349"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000833349.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000833349.json"
source: "Public Contracts Scotland"
current_stage: "Award"
buyer: "West Lothian Council"
published: "2026-09-07"
---

# Customer Relationship Management System (Renewal)

Buyer: West Lothian Council  
Current stage: Award  
OCID: ocds-r6ebe6-0000833349

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000833349.json)

## Summary

West Lothian Council has procured continued support for its existing Verint cloud-based Customer Relationship Management (CRM) platform. The service covers supplier support, system maintenance, cloud hosting, upgrades, security updates, technical development and associated cloud services. The business-critical platform supports customer contact management, case management, service-request handling, workflow automation, online forms and digital self-service across multiple Council services, contributing to the Council’s digital transformation. The work is delivered for West Lothian Council across its services, with the Council based in Livingston. This is a technology services requirement, classified under CPV 72000000 for information technology services: consulting, software development, Internet and support.

The procurement is complete and has been awarded to Verint, for one lot covering the existing Verint CRM platform and associated services. It used a limited procedure involving a direct award without prior publication of a competition notice, justified by the absence of competition for technical reasons and the protection of exclusive rights under Regulation 33(1)(b) of the Public Contracts (Scotland) Regulations 2015. The contract was signed on 1 September 2026, has a five-year term and is valued at £572,744.37. Verint was selected because it owns the proprietary platform and its intellectual property, and is the supplier able to provide the required licences, upgrades, maintenance, development and technical support for the Council’s existing implementation.

For a supplier that did not win this award, the procurement demonstrates sustained demand from West Lothian Council for business-critical CRM and cloud services, but also shows that this requirement was tightly tied to an incumbent proprietary platform. A credible competitor for a future equivalent requirement would need strong capability in customer relationship management, case management, workflow automation, digital self-service and service-request systems, together with cloud hosting and software-as-a-service operations. Relevant capability would include secure maintenance, upgrades, resilience, security updates and bespoke development, supported by experience integrating CRM platforms with corporate systems. Suppliers would also need to demonstrate dependable support for multiple public services and the ability to manage data migration, integration, testing, configuration, business change and user transition where replacement of an existing platform is proposed.

## Notice

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.

### Lot Information

Lot 1

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.

### Procurement Information

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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=SEP563963 |
| Notice type | OJEU - F15 - Voluntary Ex Ante Transparency Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Limited |
| Procurement method details | Award procedure without prior publication of a call for competition |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 7 Sep 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| 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 | £572,744 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | West Lothian Council |
| Locality | LIVINGSTON |
| Postcode area | Edinburgh |
| Postcode | EH54 6FF |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM1 East Central Scotland |
| ITL 3 | TLM14 West Lothian |
| Local authority | West Lothian |
| Electoral ward | Livingston South |
| Westminster constituency | Livingston |
| Delivery location | TLM78 West Lothian |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | Verint |

## CPV Codes

### Divisions

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

### Codes

- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 7 Sep 2026 at 01:00 - Award - OJEU - F15 - Voluntary Ex Ante Transparency Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=SEP563963

## Documents

- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=SEP563963
  Customer Relationship Management System (Renewal) - 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.

## Notice URLs

- http://
- http://www.westlothian.gov.uk/
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000833349
- https://www.verint.com/

## 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-r6ebe6-0000833349. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000833349.json.