Official UK procurement notice
Customer Relationship Management (CRM) Solution
Authority: National Library of Scotland
What is being bought
Published requirement descriptionThe National Library of Scotland (the Library) is procuring a Service Provider to implement a cloud‑hosted Customer Relationship Management (CRM) solution and associated services in partnership with the Library.
The contract covers the first phase of the Library’s wider CRM programme. It focuses on improving fundraising and supporter engagement, strengthening communications and stewardship, and establishing secure, governed data flows between systems.
It is expected that the contract will cover the period from June 2026 to 31 December 2028 (with implementation running to 31 December 2026, followed by 24 months support & maintenance), with the option to extend for a further 3 x 12 months, awarded annually, subject to satisfactory performance and continued requirements.
CPV: Software consultancy services · Software development services · Software implementation services · Software support services · Software-related services
The lotProcurement structure
single lot · no lot value publishedLot #1For the first phase of the Library’s wider CRM programme, the Library is in the…AwardedRenewal
For the first phase of the Library’s wider CRM programme, the Library is in the process of procuring a service provider to implement a
cloud‑hosted Customer Relationship Management (CRM) solution and associated services in partnership with the Library.
The first phase focuses on the establishment of secure and governed data flows between systems for the purpose of improving fundraising
and supporter engagement, strengthening communications and stewardship.
It is intended to:
- Replace the existing legacy fundraising CRM (Raiser’s Edge) with a modern cloud-hosted CRM solution
- Migrate agreed user data and enable core CRM functionality for communications, fundraising, and supporter management
- Sync membership data between the in-house Customer Registration System (CRS) and the new CRM
- Enable centrally controlled communications to members and supporters, including consent, preference, and suppression management
- Support improved join, renew and donate journeys through integration with parallel web design work
- Establish clear governance for data, consent, and reporting Additional information: The new CRM Solution is supported through funding from Bloomberg Philanthropies as part of the Bloomberg Digital Accelerator Programme.
What it takes to wini
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 morei
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).
Published sub-criteria (2)
- Technical: 80%
- price: 20%
Published award criteria (2)
- Technical: 80
- Price: 20
- Suitability
The relevant selection criteria will be included in the SPD module.
- Economic & financial standing
The relevant selection criteria will be included in the SPD module.
Minimum: Tenderers must be of sound economic standing to be able to fulfil contractual requirements if appointed. Tenderers must submit three most recent financial years of audited accounts including (i) balance sheets and (ii) profit and loss information- or equivalent information, accor… - Technical & professional ability
The relevant selection criteria will be included in the SPD module.
Minimum: The relevant selection criteria will be included in the SPD module.
- Staff
- Names and qualifications of delivery staff must be submitted
- Price carries 20 of 100 points: a 10% discount moves about 2 points. The method statement decides this lot, not the discount.
Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.
Procedure terms & legal framework
From the official record · publisher note attached- Procedure method
- Open procedure
- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Awarded
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- No (one-off requirement)
- First published
- 26 Mar 2026, 11:28 GMT
- Last source update
- 17 Jul 2026, 13:40 BST
- Award evaluation window
- 28 Apr 2026 – …
- Authority reference
2025.26.065- FTS notice number
2026/S 000-067817- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-0674d7Find a Tender
- Electronic trading
- e-invoicing allowed · electronic ordering · electronic payment
- Performance terms
The relevant contract performance conditions are included in the procurement documents.
Publisher note: (SC Ref:837130)
How it was run
Official notice- Submission deadline
- 28 Apr 2026, 12:00 BST
- Submission channel
- {"electronicSubmission"}
- Accepted languages
- en
- Bids opened
- 28 Apr 2026, 13:30 BST
Timeline
28 Apr 2026 → 17 Jul 2026 · 3 dates- Submission deadline175 days ago28 Apr 2026, 12:00 BST
- Bids opened175 days ago28 Apr 2026, 13:30 BST
- Notice published95 days ago17 Jul 2026, 13:40 BST
Notice history
1 event · 2 releases on Find a Tender- Status changed to complete17 Jul 2026, 13:40 BST
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| BrightwireSME | £181,400 † | — | Awarded |
Contracts
Contract 067817-2026-2025.26.065-1 · BrightwireSME
- Signed
- 16 Jul 2026
- Value
- £181,400
- Status
- active
Bid statistics published by the authority
| Bids | SME | VCSE | Valid bid range |
|---|---|---|---|
| 12bids · 12 electronic · 1 from abroad | 12 | — | — |
Contracting authority & participating public bodies
Dispute resolution & review bodies
- Edinburgh Sheriff CourtReview body
Bidders & participating suppliers
1 commercial party on the notice- BrightwireAwarded supplier
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.