---
title: "Customer Engagement Platform (CEP) Framework"
ocid: "ocds-r6ebe6-0000838457"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000838457"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000838457.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000838457.json"
source: "Public Contracts Scotland"
current_stage: "Tender"
buyer: "Scottish Enterprise"
published: "2026-08-28"
---

# Customer Engagement Platform (CEP) Framework

Buyer: Scottish Enterprise  
Current stage: Tender  
OCID: ocds-r6ebe6-0000838457

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000838457)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000838457.json)

## Summary

Scottish Enterprise is procuring a single-supplier Customer Engagement Platform framework for Scottish Enterprise, Business Gateway, Creative Scotland, Highlands and Islands Enterprise, Scottish Funding Council, Skills Development Scotland, South of Scotland Enterprise and VisitScotland. The requirement covers customer engagement platform software licences and subscriptions, together with implementation, integration, data migration, platform capability, professional services, support and managed services. The platform is intended to provide consistent services at scale and improve customer and colleague experience. Scottish Enterprise will also place a call-off for its own requirements. The services will be delivered across Scotland, for participating public bodies based in Glasgow, Inverness, Dumfries and Edinburgh, among other Scottish locations. This is a technology services opportunity, classified under customer information systems implementation and related software services.

The process reached tender: the buyer invited offers through an open procedure, with electronic submission. The tender deadline is 8 October 2026 at 11:00 UTC, when bids will also be opened; the stated award period starts at that time. The framework is valued at £29,167,000, including the single lot, and is planned to run for 1,440 days (four years). Individual call-offs may run for up to 10 years. Bids must remain valid for 90 days and be submitted in English; variants are not allowed. Evaluation includes a pass/fail prompt-payment requirement and price weighted at 40. The remaining selection criteria cover suitability, economic and technical capacity, as set out in the SPD. Electronic payment and ordering will be used, with electronic invoicing allowed.

This opportunity suits a customer-engagement or CRM platform provider able to supply software subscriptions alongside integration, implementation, data migration, platform development, professional services, support and managed services. The successful business must have the capacity to support several public organisations and deliver a platform consistently at scale over the framework term, with the capability to handle Scottish Enterprise’s immediate call-off as well as future requirements. Bidders must provide the names and qualifications of staff proposed for the work. Consortium bids are permitted, with a nominated lead organisation and joint and several liability; bidders may rely on other entities’ capacity subject to separate SPD responses. Subcontractors must provide the required exclusion declarations. A priority climate change contract requires a specific community-benefit proposal, such as apprenticeships, placements, education, mentoring or SME and third-sector subcontracting opportunities, with annual reporting.

## Notice

Scottish Enterprise are putting place a framework for the provision of a customer engagement platform and associated implementation and professional services. The framework is being established to allow for named partner bodies to access the framework through their own call off. The framework will be awarded for the full scope outlined in the Invitation to Tender (ITT). The framework will be in place for 4 years and call-offs will not exceed 10 years in duration. At the same time Scottish Enterprise will award a call-off for their own specific requirements as outlined.

### Lot Information

Lot 1

Scottish Enterprise are establishing a Customer Engagement Platform Framework on behalf of: Business Gateway ("BG") Creative Scotland ("CS") Highlands and Islands Enterprise ("HIE") Scottish Enterprise ("SE") Scottish Funding Council ("SFC") Skills Development Scotland ("SDS") South of Scotland Enterprise ("SoSE"). VisitScotland ("VS") The scope of this procurement is to appoint a single-supplier framework for a modern Customer Engagement Platform for the organisations outlined in above to access. The framework will provide participating organisations with access to Customer Engagement Platform software licences and subscriptions, integration, implementation, data migration, platform capability services, professional services and support and managed services throughout the life of the framework. The platform will deliver consistent, high-quality services at scale, while improving both customer and colleague experience. The framework will be in place for 4 years and call-offs will not exceed 10 years in duration. At the same time Scottish Enterprise will award a call-off for their own specific requirements as outlined in the tender documentation.. Economic operators may be excluded from this competition if they are in any of the situations referred to in Regulation 58 of the Public Contracts (Scotland) Regulations 2015.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG563330 |
| Notice type | OJEU - F2 - Contract Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 28 Aug 2026 |
| Submission deadline | 8 Oct 2026 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £29,167,000 |
| Lots value | £29,167,000 |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | Scottish Enterprise |
| Additional buyers | Business Gateway; Creative Scotland; Highlands and Islands Enterprise; Scottish Funding Council; Scottish Government; Skills Development Scotland Ltd; South of Scotland Enterprise Agency; VisitScotland |
| Locality | GLASGOW |
| Postcode area | Glasgow |
| Postcode | G2 6HQ |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM3 West Central Scotland |
| ITL 3 | TLM32 Glasgow City |
| Local authority | Glasgow City |
| Electoral ward | Anderston/City/Yorkhill |
| Westminster constituency | Glasgow North |
| Delivery location | TLM Scotland |

## CPV Codes

### Divisions

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

### Codes

- 72222300 - Information technology services
- 72227000 - Software integration consultancy services
- 72263000 - Software implementation services
- 72267100 - Maintenance of information technology software

## Release History

- 28 Aug 2026 at 01:00 - Tender - OJEU - F2 - Contract Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG563330

## Documents

- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG563330
  Customer Engagement Platform (CEP) Framework - Scottish Enterprise are putting place a framework for the provision of a customer engagement platform and associated implementation and professional services. The framework is being established to allow for named partner bodies to access the framework through their own call off. The framework will be awarded for the full scope outlined in the Invitation to Tender (ITT). The framework will be in place for 4 years and call-offs will not exceed 10 years in duration. At the same time Scottish Enterprise will award a call-off for their own specific requirements as outlined.

## Notice URLs

- http://
- http://www.gov.scot/Topics/Government/Procurement/Selling/supplier-enquiries
- http://www.publiccontractsscotland.gov.uk
- http://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=838457
- http://www.publiccontractsscotland.gov.uk/info/InfoCentre.aspx?ID=2363
- http://www.publiccontractsscotland.gov.uk/sitehelp/help_guides.aspx
- http://www.scottish-enterprise.com/
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000838457
- https://www.gov.scot/policies/public-sector-procurement/community-benefits-in-procurement/
- https://www.publiccontractsscotland.gov.uk/ESPD/ESPD_Download.aspx?id=838457
- https://www.scottish-enterprise.com/help/contact-us

## 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-r6ebe6-0000838457. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000838457.json.