Customer Relationship Management (CRM) Solution

National Library of Scotland

Published: Jul 17, 2026

Updated: Jul 30, 2026

Source: uk_fts

This tender has been awarded

Awarded to Brightwire — £181,400

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About This Opportunity

This is a services contract in the information and communication technology sector, with a focus on Software. Located in United Kingdom, Europe, this opportunity is open to firms and consortiums.

Published through UK FTS - Find a Tender Service, a national government procurement portal. Public procurement tenders follow the country's national bidding regulations and may have specific eligibility and documentation requirements for services in the information and communication technology sector. Service contracts are typically evaluated on both technical quality and price, and may require bidders to demonstrate relevant experience and qualified personnel. This contract has already been awarded. The information is published for transparency and market intelligence purposes.

Description

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.

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.

Data provenance

This notice is sourced from UK FTS - Find a Tender Service and was originally published on July 17, 2026. Last refreshed 12 days ago. Reference: 067817-2026. BidsFactory mirrors official procurement notices and links back to the source for full legal text.

About National Library of Scotland

National Library of Scotland has issued 85 procurement notices on BidsFactory, including 11 currently open and 37 awarded contracts. Activity concentrates in Information & Communication Technology, General Supplies & Services, and Culture, Heritage & Tourism. All notices are published for United Kingdom. Notices are distributed via Public Contracts Scotland and UK FTS - Find a Tender Service. Most recent publication: July 17, 2026.

Frequently asked questions about this tender

What type of contract is this?

This is a Services contract in the Information & Communication Technology sector. The classification helps bidders match the opportunity to their qualifications and registered scope of supply.

How much was the contract awarded for?

Brightwire was awarded the contract for £181,400. The figure reflects the value disclosed by the contracting authority in the award notice.

Where will the contract be performed?

The contract is for delivery in United Kingdom. Foreign bidders should review local registration, taxation, and any in-country presence requirements before submitting.

How can I submit a bid?

Visit UK FTS - Find a Tender Service to access the full notice, required documents, and submission instructions. Quote reference 067817-2026 when communicating with the contracting authority.

Is this tender still open?

No — the contract has already been awarded to Brightwire. The award notice is archived on BidsFactory for transparency and market intelligence.

Who is the contracting authority?

This notice was issued by National Library of Scotland in United Kingdom. The authority is responsible for evaluating bids, awarding the contract, and managing performance.