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Published 20 Mar 2026, 10:02 GMT

Official UK procurement notice

CRM Platform (Donor and Session Programme)

Official notice

Authority: NHS Blood and Transplant (Central government)

Framework agreement10 lotsGoodsOpen procedureAbove thresholdSME suitable
Sectors: Software Packages & ERP (48)IT Services & Software (72) Delivery: North East (UKC)North West (UKD)East Midlands (UKF)
+4 moreWest Midlands (UKG)East of England (UKH)South East (UKJ)South West (UKK)
Framework ceiling (notional)£6,400,000total for 10 lots · framework ceiling, not attributable revenue · 1 value update
Submissions closed 6 Jul 2026awarded 19 Aug 2026
Awarded to Insight Direct +2 more10 awards
Framework period 1 yrends 31 Jul 2027 · up to 31 Jul 2034 with extensions · starts 1 Aug 2026

What is being bought10 lots · detail below

Published requirement description

NHS Blood and Transplant (NHSBT) is undertaking the Donor and Session Programme (DASP), a strategic transformation programme to modernise donor engagement, appointment booking, session management and related donor-facing and operational capabilities across blood, platelets and plasma.

NHSBT has conducted a one-stage open procedure under the Procurement Act 2023 to establish a CRM Platform Framework supporting DASP. The CRM platform, referred to as the Donor Platform, is intended to provide the core platform capability required to support donor engagement, appointment management, session planning, operational responsiveness and future digital interoperability.

Tender Responses were assessed in accordance with the published tender documents, including conditions of participation, mandatory technical capability requirements, Quality, Social Value and Commercial evaluation.

The Framework is structured by CRM Platform using the Platform Tower model described in the tender documents. Tender Responses were grouped and evaluated within the relevant Platform Tower. NHSBT intends to appoint the highest-ranked compliant Supplier within each successful Platform Tower, subject to completion of the applicable standstill period and execution of the Framework Agreements.

The Framework will provide a route through which NHSBT may award one planned Call-Off Contract without further competition. The potential Call-Off Contract would be awarded to the Framework Supplier appointed to the Platform Tower corresponding to the CRM Platform identified in the successful Technical Implementation Partner solution, in accordance with the objective Call-Off mechanism set out in the Framework documents.

Appointment to the Framework does not oblige NHSBT to award a Call-Off Contract and does not guarantee any volume of work, revenue or expenditure. No CRM Call-Off Contract is being awarded through this Contract Award Notice.

The Framework Agreement will have a maximum term of one (1) year with no option to extend and is intended to support the award of one Call-Off Contract only. Any Call-Off Contract must be awarded during the term of the Framework Agreement but may continue beyond expiry of the Framework. The potential Call-Off Contract will not exceed eight (8) years in total.

For notice purposes, each provisional CRM Platform Tower lot has a potential value of up to £8,000,000 because the full planned Call-Off Contract may be awarded under the Platform Tower aligned with the successful Technical Implementation Partner solution. The lots are alternative routes to the same potential Call-Off requirement and are not cumulative. The total maximum value across the Framework and any Call-Off Contract will not exceed the published Contract Value.

Unawarded Lots:

Platform Tower 4, InVita CRM, has not been awarded.

Unsuccessful supplier information: HEMATERRA TECHNOLOGIES UK LIMITED trading as InVita Healthcare Technologies; unique supplier identifier (PPON): PNZR-4766-PCZT; postal address: 267 Banbury Road, Oxford, OX2 7HT, United Kingdom; SME status: No; value-driven NGO status: No. Number of tenders assessed for this Platform Tower: 1.

CPV: Customer Relation Management software package · IT software package · Software package and information systems · Software supply services

How this framework works

From the published notice
Type
Closed framework
Call-offs
call-offs are awarded directly to appointed suppliers, without further competition
Places
up to 10 suppliers · 1 bids on the busiest of 10 lots (0.1 per place) · 3 appointed
Framework period
1 yr · up to 8 yrs from 1 Aug 2026
Published description of the framework

The Framework will operate as a CRM Platform Framework structured by CRM Platform. The procurement is not divided into conventional fixed lots at the point of publication. Suppliers must identify one CRM Platform per Tender Response. Tender Responses will be grouped by CRM Platform into Platform Towers and evaluated within the relevant Platform Tower in accordance with the methodology set out in the Invitation to Tender documents. The number and identity of Platform Towers will depend on the CRM Platforms proposed in compliant Tender Responses.

The Authority intends to appoint no more than one supplier per Platform Tower, being the highest-ranked compliant Supplier in that Platform Tower, subject to satisfaction of all mandatory requirements, minimum thresholds, award criteria and the Authority’s reserved rights.

The Authority may award a single planned Call-Off Contract under the Framework without further competition. The objective mechanism for supplier selection is that the Call-Off Contract may be awarded to the Framework Supplier that provides the CRM System identified in the preferred bid submitted by the successful Technical Implementation Partner bidder.

Appointment to the Framework does not oblige the Authority to award any Call-Off Contract, place any order, guarantee any volume of work or guarantee any level of spend. Any Call-Off Contract must be awarded during the term of the Framework Agreement and will be formed using the applicable Order Form under the Framework. Further details of the Framework operation, Platform Tower model, Framework appointment mechanism and potential Call-Off mechanism are set out in the Invitation to Tender documents under Atamis reference C443774.

Lots and requirements (10)Procurement structure

10 lots · all with a published value · same conditions of participation on every lot · same evaluation weights on every lot

Every one of these 10 lots carries the same published figure, £6,400,000: it is the framework's maximum for the whole notice, not each lot's own budget, and no share per lot is published. The cards below say ceiling above rather than repeat it.

Lot #1CRM Platform 1AwardedRenewal 1 yrSMEceiling above

The source published no individual description for this lot.

Contract period: 1 Aug 2026 – 31 Jul 2027 (1 yr) · up to 31 Jul 2034 with extensions
Delivery: North East, North West, East Midlands, West Midlands, East of England, South East, South WestEligibility: SME eligible
Extensions: Extension options published
48000000 Software package and information systems48445000 Customer Relation Management software package48517000 IT software package72268000 Software supply services
Pre-qualification & selection criteria (PQQ)2
Lot #2CRM Platform 2Awarded 1 yrSMEceiling above

The source published no individual description for this lot.

Contract period: 1 Aug 2026 – 31 Jul 2027 (1 yr)
Delivery: North East, North West, East Midlands, West Midlands, East of England, South East, South WestEligibility: SME eligible
48000000 Software package and information systems48445000 Customer Relation Management software package48517000 IT software package72268000 Software supply services
Pre-qualification & selection criteria (PQQ)2
Lot #3CRM Platform 3Awarded 1 yrSMEceiling above

The source published no individual description for this lot.

Contract period: 1 Aug 2026 – 31 Jul 2027 (1 yr)
Delivery: North East, North West, East Midlands, West Midlands, East of England, South East, South WestEligibility: SME eligible
48000000 Software package and information systems48445000 Customer Relation Management software package48517000 IT software package72268000 Software supply services
Pre-qualification & selection criteria (PQQ)2
Lot #4CRM Platform 4Awarded 1 yrSMEceiling above

The source published no individual description for this lot.

Contract period: 1 Aug 2026 – 31 Jul 2027 (1 yr)
Delivery: North East, North West, East Midlands, West Midlands, East of England, South East, South WestEligibility: SME eligible
48000000 Software package and information systems48445000 Customer Relation Management software package48517000 IT software package72268000 Software supply services
Pre-qualification & selection criteria (PQQ)2
Lot #5CRM Platform 5Awarded 1 yrSMEceiling above

The source published no individual description for this lot.

Contract period: 1 Aug 2026 – 31 Jul 2027 (1 yr)
Delivery: North East, North West, East Midlands, West Midlands, East of England, South East, South WestEligibility: SME eligible
48000000 Software package and information systems48445000 Customer Relation Management software package48517000 IT software package72268000 Software supply services
Pre-qualification & selection criteria (PQQ)2
Lot #6CRM Platform 6Awarded 1 yrSMEceiling above

The source published no individual description for this lot.

Contract period: 1 Aug 2026 – 31 Jul 2027 (1 yr)
Delivery: North East, North West, East Midlands, West Midlands, East of England, South East, South WestEligibility: SME eligible
48000000 Software package and information systems48445000 Customer Relation Management software package48517000 IT software package72268000 Software supply services
Pre-qualification & selection criteria (PQQ)2
Lot #7CRM Platform 7Awarded 1 yrSMEceiling above

The source published no individual description for this lot.

Contract period: 1 Aug 2026 – 31 Jul 2027 (1 yr)
Delivery: North East, North West, East Midlands, West Midlands, East of England, South East, South WestEligibility: SME eligible
48000000 Software package and information systems48445000 Customer Relation Management software package48517000 IT software package72268000 Software supply services
Pre-qualification & selection criteria (PQQ)2
Lot #8CRM Platform 8Awarded 1 yrSMEceiling above

The source published no individual description for this lot.

Contract period: 1 Aug 2026 – 31 Jul 2027 (1 yr)
Delivery: North East, North West, East Midlands, West Midlands, East of England, South East, South WestEligibility: SME eligible
48000000 Software package and information systems48445000 Customer Relation Management software package48517000 IT software package72268000 Software supply services
Pre-qualification & selection criteria (PQQ)2
Lot #9CRM Platform 9Awarded 1 yrSMEceiling above

The source published no individual description for this lot.

Contract period: 1 Aug 2026 – 31 Jul 2027 (1 yr)
Delivery: North East, North West, East Midlands, West Midlands, East of England, South East, South WestEligibility: SME eligible
48000000 Software package and information systems48445000 Customer Relation Management software package48517000 IT software package72268000 Software supply services
Pre-qualification & selection criteria (PQQ)2
Lot #10CRM Platform 10Awarded 1 yrSMEceiling above

The source published no individual description for this lot.

Contract period: 1 Aug 2026 – 31 Jul 2027 (1 yr)
Delivery: North East, North West, East Midlands, West Midlands, East of England, South East, South WestEligibility: SME eligible
48000000 Software package and information systems48445000 Customer Relation Management software package48517000 IT software package72268000 Software supply services
Pre-qualification & selection criteria (PQQ)2

What it takes to win
i

How this buyer will score bids.

The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).

Evaluation split and conditions of participation as published; the tender pack may add more
How bids were scored · same split on all 10 lots
Quality: 40%Price: 50%Social value: 10%
Published award criteria (3)
  • Price
  • Quality
  • Social Value
Lot distribution rule: A Supplier may submit more than one Tender Response where it wishes to propose more than one CRM Platform. However, each Tender Response must relate to one CRM Platform only and must be submitted as a separate, complete and standalone Tender Response for that CRM Platform. The actual number of suppliers appointed may be fewer and will depend on the number of CRM Platform Towers arising from compliant Tender Responses. The Authority intends to appoint no more than one supplier per Platform Tower, being the highest-ranked compliant Supplier in that Platform Tower, subject to satisfaction of all mandatory requirements, minimum thresholds, award criteria and the Authority’s reserved rights.
Conditions of participation · identical on every lot2
What this means for your bid
  • Price carries 50 of 100 points: a 10% discount moves about 5 points. This one is won on the number: sharpen the price before polishing the prose.
  • “CRM Platform (Donor and Session Programme)” is a framework: the contest is a place on its panel, up to 10 suppliers, not a single contract, and call-offs are awarded directly: getting appointed is the whole game.

Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.

Procedure terms & legal framework

From the official record
Procedure method
Open procedure
Legal basis
UKPGA · 2023/54 Procurement Act 2023
Procurement category
Goods
Notice status
Awarded
Procurement threshold
Above threshold (FTS publication)
Regulatory regime
Standard
Commercial structure
Framework agreement
Who may use this agreement
Not stated in the notice; call-off rights may be limited to the establishing authority
Competition type
Competitive procedure
GPA / WTO covered
Yes (GPA)
Recurring procurement
Unspecified in notice
First published
20 Mar 2026, 10:02 GMT
Last source update
20 Aug 2026, 11:26 BST
Award evaluation window
Submission end – 27 Jul 2026
Authority reference
C443774
FTS notice number
2026/S 000-054541
Latest notice
Contract award notice (UK6)
Classification (CPV)
Customer Relation Management software packageIT software packageSoftware package and information systemsSoftware supply services
Delivery area
North East (UKC)North West (UKD)East Midlands (UKF)West Midlands (UKG)East of England (UKH)South East (UKJ)South West (UKK)
Official registry OCID
ocds-h6vhtk-066fef Find a Tender
Contract terms summary

30 days (Further details provided in tender documents)

Review and risk notes
Risks

Changes in applicable law, regulation, mandatory guidance or public sector/NHS requirements relating to data protection, information governance, cyber security, accessibility, clinical safety, interoperability, identity verification or digital service delivery; mandated or externally-driven changes to NHS, government or third-party systems, standards, APIs, data models or integration requirements on which the CRM Platform depends; material changes in donor, clinical, operational or public health requirements arising from regulatory, clinical, safety or national policy changes; and material cyber security, resilience or business continuity events requiring changes to maintain safe, secure and compliant operation of the CRM Platform.

How it was run

Official notice
Run through: Atamis (Health Family) · Who buys & how to bid on Atamis
Supplier login requiredElectronic submission allowedLanguage: EN
Access & registration note: Free · one account PER buying organisation portal · password resets come "from Salesforce.com" (check spam)
Appointment period ends
6 Jul 2026, 12:00 BST
Clarification deadline
26 Jun 2026, 12:00 BST
Submission channel
Official e-sourcing portal
Electronic submission
Allowed
Accepted languages
en
Detailed submission instructions & authority contactsFrom official release

atamis-1928.my.site.com ↗

Timeline

20 Mar 2026 → 1 Sept 2026 · 11 dates
  1. Planning notice published216 days ago
    20 Mar 2026, 10:02 GMT
  2. Market engagement175 days ago
    30 Apr 2026, 23:59 BST

    NHS Blood and Transplant (NHSBT) will be holding a series of market engagement activities to inform the next phase of the Donor and Session Programme (DASP) commercial strategy. This includes preparation for the procurement of the CRM Framework, and associated procurements for a Technology Implementation Partner and a Business Change Partner.

    An online broadcast session will take place on 31st March 2026 at 14:00, followed by an opportunity for suppliers to submit feedback and questions ahead of a further session on 13th April 2026.

    Suppliers are asked to register on Atamis (atamis ↗ 1928.my.site.com/s/Welcome) and search for Project Reference C432298. All information and any documentation released during this engagement will be made available via the Atamis portal.

    The session on 13th April 2026 will be delivered in partnership with TechUK as a hybrid (online and in person) event. Further details, including booking information, can be found here: NHSBT DASP procurement: pre-market engagement roundtable on technology and business change.

    Attendance at one or both sessions is not mandatory. All materials shared during the sessions will be published on Atamis under Project Reference C432298 following each event, and will also be included in the subsequent ITT pack.

    Participation in this early market engagement does not constitute a commitment by NHSBT to launch a procurement process or to award any contract(s). No remuneration, expenses, or other compensation will be paid to organisations taking part. Suppliers should only participate on the basis that they fully understand and accept this position.

  3. Next notice expected157 days ago
    18 May 2026, 23:59 BST
  4. Tender notice published134 days ago
    10 Jun 2026, 09:25 BST
  5. Clarification questions by118 days ago
    26 Jun 2026, 12:00 BST
  6. Admission / appointment period ends108 days ago · period end, not a bid countdown
    6 Jul 2026, 12:00 BST
  7. Award decision expected by87 days ago
    27 Jul 2026, 23:59 BST
  8. Contract starts83 days ago
    1 Aug 2026, 00:00 BST
  9. Assessment summaries sent64 days ago
    20 Aug 2026, 00:00 BST
  10. Latest notice published63 days ago
    20 Aug 2026, 11:26 BST
  11. Standstill ends51 days ago
    1 Sept 2026, 23:59 BST

Notice history

10 events · 4 releases on Find a Tender · since 20 Mar 2026
  1. Preliminary market engagement notice published
    20 Mar 2026, 10:02 GMT
    UK2
  2. Tender notice published
    10 Jun 2026, 09:25 BST
    UK4
  3. Published value updated to £6,400,000
    10 Jun 2026, 09:25 BST
    was £3,200,000
  4. Status changed to active
    10 Jun 2026, 09:25 BST
  5. Procurement method changed
    10 Jun 2026, 09:25 BST
  6. Deadline published: 6 Jul 2026, 12:00 BST
    10 Jun 2026, 09:25 BST
  7. Contract award notice published
    20 Aug 2026, 11:17 BST
    UK6
  8. Status changed to complete
    20 Aug 2026, 11:17 BST
  9. Contract award notice published
    20 Aug 2026, 11:26 BST
    UK6
  10. Contract signature expected
    7 Sept 2026, 23:59 BST
    scheduled
Routine re-releases (4)
  • 2026-03: 1 release · 20 Mar 2026

Commercial outcome & contract awards

Published awards, contracts and bid statistics, not a forecast
Suppliers appointed 310 awards · see the list ↓
Bids received 1busiest of 10 lots
Named bidders 3published on the award notice

£6,666,666 is the framework's published maximum, restated by the publisher on 3 award rows. It is one ceiling, not 3 separate sums, and no share per lot is published; those rows read “ceiling above”.

Awarded toValueDateStatus
Lot 1 · CRM Platform 11 award
Insight DirectCRM Platform Tower: Salesforce (Lot 1)14 Sept 2026 – 13 Sept 2027Amended: Details for lot 4 were included in a non published field (Lot Description), now added to the general description field.ceiling above19 Aug 2026standstill to 1 Sept 2026Standstill
Lot 2 · CRM Platform 21 award
Pegasystems LimitedCRM Platform Tower: Pega Infinity (Lot 2)14 Sept 2026 – 13 Sept 2027Amended: Details for lot 4 were included in a non published field (Lot Description), now added to the general description field.ceiling above19 Aug 2026standstill to 1 Sept 2026Standstill
Lot 3 · CRM Platform 31 award
Portaltech Reply LimitedCRM Platform Tower: SAP (Lot 3)14 Sept 2026 – 13 Sept 2027Amended: Details for lot 4 were included in a non published field (Lot Description), now added to the general description field.ceiling above19 Aug 2026standstill to 1 Sept 2026Standstill
Lot 4 · CRM Platform 41 award
supplier not publishedAmended: Details for lot 4 were included in a non published field (Lot Description), now added to the general description field.—6 Aug 2026Awarded
Lot 5 · CRM Platform 51 award
supplier not publishedAmended: Details for lot 4 were included in a non published field (Lot Description), now added to the general description field.—6 Aug 2026Awarded
Lot 6 · CRM Platform 61 award
supplier not publishedAmended: Details for lot 4 were included in a non published field (Lot Description), now added to the general description field.—6 Aug 2026Awarded
Lot 7 · CRM Platform 71 award
supplier not publishedAmended: Details for lot 4 were included in a non published field (Lot Description), now added to the general description field.—6 Aug 2026Awarded
Lot 8 · CRM Platform 81 award
supplier not publishedAmended: Details for lot 4 were included in a non published field (Lot Description), now added to the general description field.—6 Aug 2026Awarded
Lot 9 · CRM Platform 91 award
supplier not publishedAmended: Details for lot 4 were included in a non published field (Lot Description), now added to the general description field.—6 Aug 2026Awarded
Lot 10 · CRM Platform 101 award
supplier not publishedAmended: Details for lot 4 were included in a non published field (Lot Description), now added to the general description field.—6 Aug 2026Awarded

Bid statistics published by the authority

LotBidsSMEVCSEValid bid range
1 · CRM Platform 11final-stage tenders00—
2 · CRM Platform 21final-stage tenders00—
3 · CRM Platform 31final-stage tenders00—
4 · CRM Platform 40final-stage tenders00—
5 · CRM Platform 50final-stage tenders00—
6 · CRM Platform 60final-stage tenders00—
7 · CRM Platform 70final-stage tenders00—
8 · CRM Platform 80final-stage tenders00—
9 · CRM Platform 90final-stage tenders00—
10 · CRM Platform 100final-stage tenders00—

Who bid

Bidders as named on the Procurement Act 2023 award notice. “Won” means the bidder holds an award on this notice.

Contracting authority & participating public bodies

NHS Blood and Transplant

Contracting authorityPublic authority - central government GB-PPON: PDBY-6395-VWBP 500 North Bristol Park, Bristol, South West, BS34 7QHContact email

Framework contractors & participating bidders

3 commercial parties on the notice
  • INSIGHT DIRECT (UK) LTDFramework contractorGB-PPON: PVDG-2635-GTLY 1st Floor St Paul's Place, Sheffield, Sheffield, Yorkshire & Humber, S1 2JFContact email
  • Pegasystems LimitedFramework contractorGB-PPON: PJRT-6975-JBRM 3rd Floor 23 Forbury Road, Reading, South East, RG1 3JHContact email
  • Portaltech Reply LimitedFramework contractorGB-PPON: PXHP-3254-PZTW Reply House, 36 Grosvenor Gardens, London, London, SW1W 0EBContact email

Official documents & specifications (22)

Official links; attachments are not copied

Notices published for this procedure

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