Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
National Library of Scotland
George IV Bridge
Edinburgh
EH1 1EW
UK
Contact person: Rosa Mak
Telephone: +44 1316233700
E-mail: rosa.mak@nls.uk
NUTS: UKM
Internet address(es)
Main address: http://www.nls.uk
Address of the buyer profile: https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA11622
I.2) Joint procurement
The contract is awarded by a central purchasing body
I.4) Type of the contracting authority
Body governed by public law
I.5) Main activity
Recreation, culture and religion
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Customer Relationship Management (CRM) Solution
Reference number: 2025.26.065
II.1.2) Main CPV code
72263000
II.1.3) Type of contract
Services
II.1.4) Short 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.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
181 400.00
GBP
II.2) Description
II.2.2) Additional CPV code(s)
72266000
72262000
72261000
72260000
II.2.3) Place of performance
NUTS code:
UKM75
Main site or place of performance:
57 George IV Bridge, Edinburgh EH1 1EW
II.2.4) Description of the procurement
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
II.2.5) Award criteria
Quality criterion: Technical
/ Weighting: 80
Price
/ Weighting:
20
II.2.11) Information about options
Options:
No
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
II.2.14) Additional information
The new CRM Solution is supported through funding from Bloomberg Philanthropies as part of the Bloomberg Digital Accelerator Programme.
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Open procedure
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2026/S 000-027809
Section V: Award of contract
Contract No: 2025.26.065
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
16/07/2026
V.2.2) Information about tenders
Number of tenders received: 12
Number of tenders received from SMEs: 12
Number of tenders received from tenderers from EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 1
Number of tenders received by electronic means: 12
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Brightwire
5 High Street
Peebles
EH458AG
UK
Telephone: +44 1315412159
NUTS: UK
The contractor is an SME:
Yes
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
: 181 400.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.3) Additional information
(SC Ref:837130)
VI.4) Procedures for review
VI.4.1) Review body
Edinburgh Sheriff Court
Edinburgh
UK
VI.5) Date of dispatch of this notice
17/07/2026