{ "tag": [ "compiled" ], "id": "ocds-r6ebe6-0000844417-2026-09-30T00:00:00Z", "date": "2026-09-30T00:00:00Z", "ocid": "ocds-r6ebe6-0000844417", "initiationType": "tender", "parties": [ { "id": "org-4", "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-5", "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-6", "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-4" }, "tender": { "id": "CC14867", "title": "Customer Relationship Management System (Renewal)", "description": "West Lothian Council has awarded a contract to Verint Systems UK Limited for the continued provision of its cloud-based Customer Relationship Management (CRM) platform, including software licensing, support, maintenance, upgrades and development services. The CRM platform is a business-critical system supporting customer contact management, case management, service request handling, workflow automation, online forms and digital self-service across multiple Council services. The contract will ensure the continued availability, security, resilience and development of the platform for a period of five years.", "status": "complete", "items": [ { "id": "1", "additionalClassifications": [ { "id": "48445000", "scheme": "CPV" }, { "id": "72260000", "scheme": "CPV" } ], "deliveryAddresses": [ { "region": "UKM78" } ], "relatedLot": "1" } ], "procurementMethod": "limited", "procurementMethodDetails": "Award procedure without prior publication of a call for competition", "procurementMethodRationale": "The contract has been 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 supporting customer contact 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 other corporate systems. Replacing the 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 framework agreements such as 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 and would increase costs without delivering genuine competition or an alternative technical solution. The Council therefore concluded that competition was absent for technical reasons and awarded the contract to Verint Systems UK Limited in accordance with Regulation 33(1)(b). A Voluntary Ex Ante Transparency (VEAT) Notice was published prior to contract award. The standstill period expired without challenge and the Council subsequently proceeded to award the contract.", "mainProcurementCategory": "services", "documents": [ { "id": "SEP565637", "documentType": "awardNotice", "title": "Customer Relationship Management System (Renewal)", "description": "West Lothian Council has awarded a contract to Verint Systems UK Limited for the continued provision of its cloud-based Customer Relationship Management (CRM) platform, including software licensing, support, maintenance, upgrades and development services. The CRM platform is a business-critical system supporting customer contact management, case management, service request handling, workflow automation, online forms and digital self-service across multiple Council services. The contract will ensure the continued availability, security, resilience and development of the platform for a period of five years.", "url": "https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=SEP565637", "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 and transitioned to Verint's cloud-hosted Software-as-a-Service (SaaS) model in 2021. The platform is a business-critical system supporting customer contact management, case management, service request handling, workflow automation, online forms and digital self-service across multiple Council services. It is embedded within the Council's operational and technical environment and supports integration with other corporate systems. The contract provides ongoing software licensing, supplier support, maintenance, security updates, cloud-hosted upgrades and professional services necessary to maintain and further develop the platform throughout the contract term. Continued access to supplier support and future software releases will ensure the system remains secure, resilient and aligned with evolving business and technology requirements. The contract provides continuity of service, protects the Council's substantial investment in the platform and supports the continued delivery and development of customer-focused digital services. It will enable the ongoing expansion of digital self-service and workflow automation capabilities in support of the Council's digital transformation objectives and the efficient delivery of services to customers.. A Voluntary Ex Ante Transparency (VEAT) Notice was published prior to contract award to notify the market of the Council's intention to award the contract directly in accordance with Regulation 33(1)(b) of the Public Contracts (Scotland) Regulations 2015. The standstill period following publication of the VEAT Notice expired without challenge.", "status": "complete", "hasOptions": false } ], "coveredBy": [ "GPA" ], "procurementMethodRationaleClassifications": [ { "id": "D_TECHNICAL", "description": "The works, supplies or services can be provided only by a particular economic operator due to absence of competition for technical reasons", "scheme": "TED_PT_AWARD_CONTRACT_WITHOUT_CALL" } ], "classification": { "id": "72000000", "scheme": "CPV" } }, "awards": [ { "id": "CC14867", "suppliers": [ { "id": "org-5", "name": "Verint" } ], "relatedLots": [ "1" ] } ], "contracts": [ { "id": "CC14867", "awardID": "CC14867", "status": "active", "value": { "amount": 572744.37, "currency": "GBP" }, "dateSigned": "2026-09-28T00:00:00Z" } ], "language": "EN", "description": "(SC Ref:844417)", "bids": { "statistics": [ { "id": "6", "measure": "bids", "value": 1, "relatedLot": "1" }, { "id": "7", "measure": "smeBids", "value": 0, "relatedLot": "1" }, { "id": "8", "measure": "foreignBidsFromEU", "value": 0, "relatedLot": "1" }, { "id": "9", "measure": "foreignBidsFromNonEU", "value": 1, "relatedLot": "1" }, { "id": "10", "measure": "electronicBids", "value": 1, "relatedLot": "1" } ] }, "links": [ { "rel": "canonical", "href": "https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000844417" } ] }