Customer Engagement Platform (CEP) Framework

{
  "id": "082222-2026",
  "tag": [
    "tender"
  ],
  "date": "2026-08-28T14:23:06+01:00",
  "ocid": "ocds-h6vhtk-06eea6",
  "buyer": {
    "id": "GB-FTS-1478",
    "name": "Scottish Enterprise"
  },
  "links": [
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      "href": "https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000838457"
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  ],
  "tender": {
    "id": "P27-0008",
    "lots": [
      {
        "id": "1",
        "value": {
          "amount": 29167000,
          "currency": "GBP"
        },
        "status": "active",
        "hasOptions": false,
        "hasRenewal": false,
        "description": "Scottish Enterprise are establishing a Customer Engagement Platform Framework on behalf of:\nBusiness Gateway (“BG”)\nCreative Scotland (“CS”)\nHighlands and Islands Enterprise (“HIE”)\nScottish Enterprise (“SE”)\nScottish Funding Council (“SFC”)\nSkills Development Scotland (“SDS”)\nSouth of Scotland Enterprise (“SoSE”).\nVisitScotland (“VS”)\nThe 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.\nThe 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.\nThe platform will deliver consistent, high-quality services at scale, while improving both customer and colleague experience.\nThe framework will be in place for 4 years and call-offs will not exceed 10 years in duration.\nAt the same time Scottish Enterprise will award a call-off for their own specific requirements as outlined in the tender documentation. Additional information: 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.",
        "awardCriteria": {
          "criteria": [
            {
              "name": "Prompt Payment",
              "type": "quality",
              "description": "Pass/fail"
            },
            {
              "name": "Functional Scope",
              "type": "quality",
              "description": "40%"
            },
            {
              "name": "Non-Functional Requirement",
              "type": "quality",
              "description": "15%"
            },
            {
              "name": "Implementation Partner and Delivery Requirements",
              "type": "quality",
              "description": "25%"
            },
            {
              "name": "Demonstration",
              "type": "quality",
              "description": "15%"
            },
            {
              "name": "Fair Work First",
              "type": "quality",
              "description": "5%"
            },
            {
              "type": "price",
              "description": "40"
            }
          ]
        },
        "contractPeriod": {
          "durationInDays": 1440
        },
        "submissionTerms": {
          "variantPolicy": "notAllowed"
        }
      }
    ],
    "items": [
      {
        "id": "1",
        "relatedLot": "1",
        "deliveryAddresses": [
          {
            "region": "UKM"
          }
        ],
        "additionalClassifications": [
          {
            "id": "72227000",
            "scheme": "CPV",
            "description": "Software integration consultancy services"
          },
          {
            "id": "72263000",
            "scheme": "CPV",
            "description": "Software implementation services"
          },
          {
            "id": "72267100",
            "scheme": "CPV",
            "description": "Maintenance of information technology software"
          }
        ]
      }
    ],
    "title": "Customer Engagement Platform (CEP) Framework",
    "value": {
      "amount": 29167000,
      "currency": "GBP"
    },
    "status": "active",
    "bidOpening": {
      "date": "2026-10-08T11:00:00+01:00"
    },
    "legalBasis": {
      "id": "32014L0024",
      "scheme": "CELEX"
    },
    "techniques": {
      "frameworkAgreement": {
        "maximumParticipants": 1
      },
      "hasFrameworkAgreement": true
    },
    "awardPeriod": {
      "startDate": "2026-10-08T11:00:00+01:00"
    },
    "description": "Scottish Enterprise are putting place a framework for the provision of a customer engagement platform and associated implementation and professional services.\nThe framework is being established to allow for named partner bodies to access the framework through their own call off.\nThe framework will be awarded for the full scope outlined in the Invitation to Tender (ITT).\nThe framework will be in place for 4 years and call-offs will not exceed 10 years in duration.\nAt the same time Scottish Enterprise will award a call-off for their own specific requirements as outlined.",
    "tenderPeriod": {
      "endDate": "2026-10-08T11:00:00+01:00"
    },
    "contractTerms": {
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      "hasElectronicOrdering": true,
      "electronicInvoicingPolicy": "allowed"
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    "hasRecurrence": false,
    "reviewDetails": "In the first instance, contact the Head of Facilities Management and Procurement at Scottish Enterprise, with any concerns or enquiries. Email: https://www.scottish-enterprise.com/help/contact-us.\nAn economic operator that suffers, or risks suffering, loss or damage attributable to a breach of duty under the Public Contracts (Scotland) Regulations 2015, may bring proceedings that will be started in the High Court.",
    "classification": {
      "id": "72222300",
      "scheme": "CPV",
      "description": "Information technology services"
    },
    "submissionTerms": {
      "languages": [
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      ],
      "bidValidityPeriod": {
        "durationInDays": 90
      }
    },
    "submissionMethod": [
      "electronicSubmission"
    ],
    "otherRequirements": {
      "requiresStaffNamesAndQualifications": true
    },
    "procurementMethod": "open",
    "selectionCriteria": {
      "criteria": [
        {
          "type": "suitability",
          "appliesTo": [
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          ],
          "description": "The relevant selection criteria will be included in the SPD module."
        },
        {
          "type": "economic",
          "appliesTo": [
            "supplier"
          ],
          "description": "The relevant selection criteria will be included in the SPD module."
        },
        {
          "type": "technical",
          "appliesTo": [
            "supplier"
          ],
          "description": "The relevant selection criteria will be included in the SPD module.\nSPD Statement 2A.17 – Form of Participation (Notably as part of a group, consortium, joint venture or similar). Any contract will be entered into with the nominated lead organisation and all members of the consortium, who will in these circumstances each be required to execute said contract together with all ancillary documentation, evidencing their joint and several liability in respect of the obligations and liabilities of the contract. Consortium members should sort out their respective duties and liabilities amongst each other. Documentation will be sent to the nominated lead organisation.\nSPD Statement 2C.1 - Where the main bidder relies on the capacities of other entities, they must provide a separate SPD response setting out the information required under SPD (Scotland): Part II (sections A and B); Part III exclusion grounds; the relevant part of Section IV selection criteria; and Part V (if applicable) for each of the entities concerned.\nSPD Statement 2D.1 – If the bidder proposes to subcontract any part(s) of the service and those sub-contractors are not relied upon, they should arrange for a separate SPD response from each potential subcontractor. The subcontractors must complete the relevant parts of the SPD (Scotland) (Sections A and B of Part II and Part III only) to self-declare whether there are grounds for their exclusion."
        }
      ]
    },
    "mainProcurementCategory": "services",
    "submissionMethodDetails": "http://www.publiccontractsscotland.gov.uk",
    "procurementMethodDetails": "Open procedure"
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  "parties": [
    {
      "id": "GB-FTS-1478",
      "name": "Scottish Enterprise",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UKM82",
        "locality": "Glasgow",
        "postalCode": "G2 6HQ",
        "countryName": "United Kingdom",
        "streetAddress": "Atrium Court, 50 Waterloo Street"
      },
      "details": {
        "url": "http://www.scottish-enterprise.com/",
        "buyerProfile": "https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA00398",
        "classifications": [
          {
            "id": "REGIONAL_AGENCY",
            "scheme": "TED_CA_TYPE",
            "description": "Regional or local agency/office"
          },
          {
            "id": "04",
            "scheme": "COFOG",
            "description": "Economic affairs"
          }
        ]
      },
      "identifier": {
        "legalName": "Scottish Enterprise"
      },
      "contactPoint": {
        "url": "http://www.publiccontractsscotland.gov.uk",
        "email": "joanne.napier@scotent.co.uk",
        "telephone": "+44 1414686024"
      }
    },
    {
      "id": "GB-FTS-1479",
      "name": "Highlands and Islands Enterprise",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UKM6",
        "locality": "Inverness",
        "postalCode": "IV2 5NA",
        "countryName": "United Kingdom",
        "streetAddress": "An Lòchran, 10 Inverness Campus"
      },
      "details": {
        "url": "http://www.hie.co.uk",
        "buyerProfile": "https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA00313"
      },
      "identifier": {
        "legalName": "Highlands and Islands Enterprise"
      },
      "contactPoint": {
        "email": "hieprocurement@hient.co.uk",
        "telephone": "+44 1463245245"
      }
    },
    {
      "id": "GB-FTS-1480",
      "name": "South of Scotland Enterprise Agency",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UK",
        "locality": "Dumfries",
        "postalCode": "DG1 4TA",
        "countryName": "United Kingdom",
        "streetAddress": "Carmont House, The Crichton, Bankend Road"
      },
      "details": {
        "url": "http://www.southofscotlandenterprise.com",
        "buyerProfile": "https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA30448"
      },
      "identifier": {
        "legalName": "South of Scotland Enterprise Agency"
      },
      "contactPoint": {
        "email": "Finance@sose.scot",
        "telephone": "+44 1750535901"
      }
    },
    {
      "id": "GB-FTS-101342",
      "name": "VisitScotland",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UKM",
        "locality": "Edinburgh",
        "postalCode": "EH8 8BG",
        "countryName": "United Kingdom",
        "streetAddress": "Waverley Court, 4 East Market Street"
      },
      "details": {
        "url": "http://www.visitscotland.org",
        "buyerProfile": "https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA00118"
      },
      "identifier": {
        "legalName": "VisitScotland"
      },
      "contactPoint": {
        "email": "procurementsupport@visitscotland.com",
        "telephone": "+44 1314722222"
      }
    },
    {
      "id": "GB-FTS-186210",
      "name": "Creative Scotland",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UKM75",
        "locality": "Edinburgh",
        "postalCode": "EH8 8BG",
        "countryName": "United Kingdom",
        "streetAddress": "Waverley Court, 4 East Market Street"
      },
      "details": {
        "url": "http://www.creativescotland.com",
        "buyerProfile": "https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA15282"
      },
      "identifier": {
        "legalName": "Creative Scotland"
      },
      "contactPoint": {
        "email": "kelly.neill@creativescotland.com",
        "telephone": "+44 3303332000"
      }
    },
    {
      "id": "GB-FTS-134601",
      "name": "Skills Development Scotland Ltd",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UKM",
        "locality": "Glasgow",
        "postalCode": "G2 1DY",
        "countryName": "United Kingdom",
        "streetAddress": "Monteith House, 11 George Square"
      },
      "details": {
        "url": "http://www.skillsdevelopmentscotland.co.uk",
        "buyerProfile": "https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA12862"
      },
      "identifier": {
        "legalName": "Skills Development Scotland Ltd"
      },
      "contactPoint": {
        "email": "Procurement@sds.co.uk",
        "telephone": "+44 1412856000"
      }
    },
    {
      "id": "GB-FTS-38159",
      "name": "Scottish Funding Council",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UKM75",
        "locality": "Edinburgh",
        "postalCode": "EH12 5HD",
        "countryName": "United Kingdom",
        "streetAddress": "Apex 2, 97 Haymarket Terrace"
      },
      "details": {
        "url": "http://www.sfc.ac.uk/",
        "buyerProfile": "https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA00381"
      },
      "identifier": {
        "legalName": "Scottish Funding Council"
      },
      "contactPoint": {
        "email": "procurements@sfc.ac.uk",
        "telephone": "+44 1313136500"
      }
    },
    {
      "id": "GB-FTS-186211",
      "name": "Business Gateway",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UKM",
        "locality": "Edinburgh",
        "postalCode": "EH12 5HB",
        "countryName": "United Kingdom",
        "streetAddress": "Verity House, 19 Haymarket Yards"
      },
      "details": {
        "url": "http://www.bgateway.com",
        "buyerProfile": "https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA23062"
      },
      "identifier": {
        "legalName": "Business Gateway"
      },
      "contactPoint": {
        "email": "donna@cosla.gov.uk",
        "telephone": "+44 1314749286"
      }
    },
    {
      "id": "GB-FTS-5762",
      "name": "Glasgow Sheriff Court and Justice of the Peace Court",
      "roles": [
        "reviewBody"
      ],
      "address": {
        "locality": "Glasgow",
        "postalCode": "G5 9DA",
        "countryName": "United Kingdom",
        "streetAddress": "Sheriff Clerk’s Office, PO Box 23, 1 Carlton Place,"
      },
      "details": {
        "url": "https://www.scotcourts.gov.uk/the-courts/court-locations/glasgow-sheriff-court-and-justice-of-the-peace-court"
      },
      "identifier": {
        "legalName": "Glasgow Sheriff Court and Justice of the Peace Court"
      },
      "contactPoint": {
        "telephone": "+44 1414298888"
      }
    },
    {
      "id": "GB-FTS-1538",
      "name": "Scottish Government",
      "roles": [
        "mediationBody",
        "reviewContactPoint"
      ],
      "address": {
        "locality": "Glasgow",
        "postalCode": "G2 8LU",
        "countryName": "United Kingdom",
        "streetAddress": "5 Atlantic Quay, 150 Broomielaw"
      },
      "details": {
        "url": "http://www.gov.scot/Topics/Government/Procurement/Selling/supplier-enquiries"
      },
      "identifier": {
        "legalName": "Scottish Government"
      },
      "contactPoint": {
        "email": "SPOEprocurement@scotland.gsi.gov.uk"
      }
    }
  ],
  "language": "en",
  "description": "A priority climate change contract is required.\nNOTE: To register your interest in this notice and obtain any additional information please visit the Public Contracts Scotland Web Site at https://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=838457.\nThe buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at https://www.publiccontractsscotland.gov.uk/sitehelp/help_guides.aspx.\nSuppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems.\nA sub-contract clause has been included in this contract. For more information see: http://www.publiccontractsscotland.gov.uk/info/InfoCentre.aspx?ID=2363\nCommunity benefits are included in this requirement. For more information see: https://www.gov.scot/policies/public-sector-procurement/community-benefits-in-procurement/\nA summary of the expected community benefits has been provided as follows:\nScottish Enterprise is committed to contributing to the social, economic and environmental well-being of the people of Scotland, in order to create a more successful country, with opportunities for all of Scotland to flourish, through increasing sustainable economic growth. Accordingly, while the following community benefit objectives will not be evaluated as part of the tender process, bidders will be expected to present a community benefit proposal with their tender.\nThe community benefit activity proposed for this contract should be specific to this tender and should not be activities that are already being undertaken.\nExamples of Community Benefits include:\n-\tGraduate, Apprentice, work placements and/or trainee placements\n-\tSupplier engagement with schools, colleges and/or universities\n-\tHolding educational and raising awareness events for the community\n-\tProfessional advice, mentoring and support provided to the community\n-\tProviding funding for new community facilities\n-\tSupport and development opportunities delivered to young people\n-\tOpening up sub-contracting opportunities to SME’s and third sector organisations\n-\tMonetary value of contributions to community activities\nFor any Community Benefits being offered please provide full details i.e. number of apprentices, specific community facilities and funding made available etc.\nThe successful supplier will be expected to report on community benefit activities on an annual basis.\nFurther information can be found at the links below.\nScottish Government Guidance on Monitoring Community Benefits\nGuidance under the Procurement Reform (Scotland) Act 2014\n(SC Ref:838457)\nDownload the ESPD document here: https://www.publiccontractsscotland.gov.uk/ESPD/ESPD_Download.aspx?id=838457",
  "initiationType": "tender"
}