Contract notice
Section I: Contracting
authority
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.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge at:
www.publiccontractsscotland.gov.uk
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be sent electronically to:
www.publiccontractsscotland.gov.uk
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.
II.1.5) Estimated total value
Value excluding VAT:
245 000.00
GBP
II.1.6) Information about lots
This contract is divided into lots:
No
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
Criteria below:
Quality criterion: Technical
/ Weighting: 80
Price
/ Weighting:
20
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 30
This contract is subject to renewal: Yes
Description of renewals:
Optional extension up to 3 x 12 months.
II.2.9) Information about the limits on the number of candidates to be invited
II.2.10) Information about variants
Variants will be accepted:
No
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 implementation is supported through funding from Bloomberg Philanthropies as part of the Bloomberg Digital Accelerator Programme.
Section III: Legal, economic, financial and technical information
III.1) Conditions for participation
III.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
List and brief description of conditions:
The relevant selection criteria will be included in the SPD module.
III.1.2) Economic and financial standing
List and brief description of selection criteria:
The relevant selection criteria will be included in the SPD module.
Minimum level(s) of standards required:
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,
according to circumstances.
It is a requirements for tenderers to hold, or commit to obtain prior to the commencement of any subsequently awarded contract the types
and levels of insurances indicated below:
Employers Liability: 5,000,000 GBP
Professional Indemnity: 2,000,000 GBP
Public / Product Liability: 2,000,000 GBP
III.1.3) Technical and professional ability
List and brief description of selection criteria:
The relevant selection criteria will be included in the SPD module.
Minimum level(s) of standards required:
The relevant selection criteria will be included in the SPD module.
III.2) Conditions related to the contract
III.2.2) Contract performance conditions
The relevant contract performance conditions are included in the procurement documents.
III.2.3) Information about staff responsible for the performance of the contract
Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Open procedure
IV.1.6) Information about electronic auction
An electronic auction will be used
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
IV.2) Administrative information
IV.2.2) Time limit for receipt of tenders or requests to participate
Date:
28/04/2026
Local time: 12:00
IV.2.4) Languages in which tenders or requests to participate may be submitted
EN
IV.2.7) Conditions for opening of tenders
Date:
28/04/2026
Local time: 13:30
Place:
Public Contracts Scotland (PCS) Portal post box
Information about authorised persons and opening procedure:
Information about authorised persons and opening procedure:
Ines Byrne- Procurement and Contracts Manager
Rosa Mak - Procurement and Contracts Partner
Neil Brown- Procurement and Contracts Officer
Section VI: Complementary information
VI.1) Information about recurrence
This is a recurrent procurement:
No
VI.2) Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
VI.3) Additional information
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.
The 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.
Suppliers 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.
(SC Ref:827304)
Download the ESPD document here: https://www.publiccontractsscotland.gov.uk/ESPD/ESPD_Download.aspx?id=827304
VI.4) Procedures for review
VI.4.1) Review body
Edinburgh Sheriff Court
Edinburgh
UK
VI.5) Date of dispatch of this notice
26/03/2026