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AwardedFind a Tender · award

Customer Relationship Management (CRM) Solution

Buyer: National Library of Scotland →

BuyerNational Library of Scotland
StatusAwarded
Deadline28 Apr 2026
Value£245,000
Published17 Jul 2026

What is being bought

The 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.

Delivery location

UKM75

Categories

Software-related services 72260000Software support services 72261000Software development services 72262000Software consultancy services 72266000Software implementation services 72263000

Lot details

Lot 1

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.

Statuscancelled

Award criteria
Technical — 80
price — 20

What is included

ItemCategoryQuantity
1Software consultancy services, Software development services, Software support services, Software-related servicesNot published

Comparable-procurement analytics

Benchmarked against retained Find a Tender procedures with CPV division 72. The category anchor is Software-related services (72260000); this is a deliberately broad market comparator. The comparison is shown at several levels rather than pretending one company or region is always the best benchmark.

Comparison setProceduresReported bids per procedureNamed award suppliersPrice evidence
Market: CPV division 7210,5392 median · 15.4 average (4,161 of 10,539 with a bid count)2 average (5,053 of 10,539 with named award suppliers)Not published
Same buyer22 median · 2 average (2 of 2 with a bid count)1 average (2 of 2 with named award suppliers)Not published
Delivery region: UKM751122 median · 3.8 average (71 of 112 with a bid count)1.3 average (82 of 112 with named award suppliers)Not published
Similar published value (0.5×–2×)5994 median · 5.4 average (12 of 599 with a bid count)1 average (12 of 599 with named award suppliers)Not published

“Reported bids” is an official aggregate, sometimes reported per lot; it is the closest available competition measure. “Named award suppliers” are winners, not all applicants.

Price-outcome signal

Not enough comparable procedures currently publish both a GBP tender value and a usable lowest-valid-bid value to calculate a responsible price-reduction benchmark. Tenderline deliberately does not infer a saving from named award suppliers or from missing award values.

Procurement strategy & market signals

Framework agreementNot published
Dynamic purchasing systemNot published
Competitive procurementNot published
Recurring requirementNot published
Procurement method rationaleNot published
Rationale classificationsNot published
Special regimeNot published
Covered byGPA
Submission policyNot published
Selection criteriaNot published
Risk detailsNot published

Planning & early market engagement

BudgetNot published
No-engagement rationaleNot published
Planning documents0
Planning milestones0

No planning milestones published.

Related procurements

No linked framework, prior procurement or reprocurement published.

Awards

067817-2026-2025.26.065-1

Statusactive
SupplierBrightwire

Contracts

067817-2026-2025.26.065-1

Statusactive
Value£181,400

Documents & submission route

No documents are published in the current source record.

Source data inventory

Diagnostic view. “Not published” means this current release does not provide a value.

OCIDocds-h6vhtk-0674d7
Latest release ID067817-2026
Latest release timestampFri Jul 17 2026 12:40:18 GMT+0000 (Coordinated Universal Time)
Sourcefind-a-tender
Official notice URLNot published
Tender statuscomplete
Procurement methodopen
Procurement method detailsOpen procedure
Main procurement categoryservices
Above thresholdNot published
Legal basis32014L0024
Tender period: startNot published
Tender period: endNot published
Expression of interest deadlineNot published
Enquiry deadlineNot published
Award period: startNot published
Award period: endNot published
Submission method detailsNot published
Submission languagesNot published
Electronic catalogue policyNot published
Total tender valueNot published
Tender lots in source1
Tender items in source1
Tender documents in source0
Awards in latest release1
Contracts in latest release1
Parties in latest release3

Notice history

DateEventReference
17 Jul 2026award, contract067817-2026
26 Mar 2026tender027809-2026

All source data

Unmodified official OCDS data retained by Tenderline for this procurement process.

Complete current OCDS release JSON
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Complete JSON history (2 releases)
17 Jul 2026 · 067817-2026 · award, contract
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26 Mar 2026 · 027809-2026 · tender
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            "supplier"
          ],
          "description": "The relevant selection criteria will be included in the SPD module."
        },
        {
          "type": "technical",
          "minimum": "The relevant selection criteria will be included in the SPD module.",
          "appliesTo": [
            "supplier"
          ],
          "description": "The relevant selection criteria will be included in the SPD module."
        }
      ]
    },
    "mainProcurementCategory": "services",
    "submissionMethodDetails": "http://www.publiccontractsscotland.gov.uk",
    "procurementMethodDetails": "Open procedure"
  },
  "parties": [
    {
      "id": "GB-FTS-9417",
      "name": "National Library of Scotland",
      "roles": [
        "buyer",
        "centralPurchasingBody"
      ],
      "address": {
        "region": "UKM",
        "locality": "Edinburgh",
        "postalCode": "EH1 1EW",
        "countryName": "United Kingdom",
        "streetAddress": "George IV Bridge"
      },
      "details": {
        "url": "http://www.nls.uk",
        "buyerProfile": "https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA11622",
        "classifications": [
          {
            "id": "BODY_PUBLIC",
            "scheme": "TED_CA_TYPE",
            "description": "Body governed by public law"
          },
          {
            "id": "08",
            "scheme": "COFOG",
            "description": "Recreation, culture and religion"
          }
        ]
      },
      "identifier": {
        "legalName": "National Library of Scotland"
      },
      "contactPoint": {
        "url": "http://www.publiccontractsscotland.gov.uk",
        "name": "Rosa Mak",
        "email": "rosa.mak@nls.uk",
        "telephone": "+44 1316233700"
      }
    },
    {
      "id": "GB-FTS-1033",
      "name": "Edinburgh Sheriff Court",
      "roles": [
        "reviewBody"
      ],
      "address": {
        "locality": "Edinburgh",
        "countryName": "United Kingdom"
      },
      "identifier": {
        "legalName": "Edinburgh Sheriff Court"
      }
    }
  ],
  "language": "en",
  "description": "NOTE: 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=827304.\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.\n(SC Ref:827304)\nDownload the ESPD document here: https://www.publiccontractsscotland.gov.uk/ESPD/ESPD_Download.aspx?id=827304",
  "initiationType": "tender"
}