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Planning notice Published before the tender goes out — early sight, nothing to submit yet.

Customer Experience Platform

South Lanarkshire Council · All their open notices

What this is

South Lanarkshire Council is conducting market engagement to explore options for procuring a new Customer Experience (CX) Platform incorporating Customer Relationship Management (CRM), as part of a wider digital transformation programme. The Council's legacy Oracle CRM system is out of contract in 2027. The new platform must support improved customer contact channels, back-office processes, and data management. A market engagement questionnaire was due by 2 April 2026. The Contract Notice is expected 1 July 2026.

Key points

Customer Experience (CX) Platform with CRM for South Lanarkshire Council — replacing legacy Oracle CRM out of contract 2027
Market engagement questionnaire was due 2 April 2026; contract must support digital transformation including telephony and complaints
Contract Notice expected 1 July 2026

Who can bid

Suppliers must be capable of providing a Customer Experience Platform with CRM functionality for a large Scottish council. Market engagement questionnaire was due to Gayle Chilton by 12 noon on 2 April 2026. Full eligibility will be published with the Contract Notice.

How it is scored

Evaluation criteria not specified at market engagement stage. The platform must replace the legacy Oracle CRM system and support digital transformation goals including telephony, complaints handling, website updates, and cross-service process improvements.

Money

No estimated value stated at market engagement stage. Financial details will be published with the Contract Notice.

How to submit

Market engagement questionnaire was due by 12 noon on 2 April 2026 to Gayle Chilton (gayle.chilton1@southlanarkshire.gov.uk). Contract Notice expected 1 July 2026.

Clarifications

Contact Gayle Chilton at gayle.chilton1@southlanarkshire.gov.uk or +44 1698454353.

Classification

CPV 72222300 — Information technology services 48000000 — Software package and information systems72223000 — Information technology requirements review services48445000 — Customer Relation Management software package79342300 — Customer services79342320 — Customer care services ScotlandGlasgow & Strathclyde

Published on Public Contracts Scotland. The official notice is the authoritative version.