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The submission deadline passed on 8 Aug 2025, 11:59pm.
Description
As part of the Authority's Enterprise Customer Relationship Management Programme, it is seeking a supplier to provide Software as a Service Customer Relationship Management. There will likely be future procurements for an Intelligent Client Function, System and Service integrators and supplementary software capabilities.
The requirement for this procurement covers the following capabilities:
Marketing & Campaign Management
Customer Management
Case Management
Interaction, Channel and Messaging Management
AI
Insights
Reporting & Intelligence
Customer Experience (Customer Portal and App)
Identity, Verification & Authentication
Secure Digital Exchange Communications (SDEC)
Fraud
Data & Integration Management
Operational Management
Knowledge Management
Non-Compliance Management
Certain capabilities are required to be delivered on a First Party basis, specific details are provided within the CoP document.
Suppliers are also expected to provide an element of professional services to support implementation.
100 Parliament Street, London, SW1A 2BQ, United Kingdom
Type of body
Public authority - central government
Suppliers
No supplier information available.
Lots
This procurement was divided into 1 lots, each awarded separately.
Lots
1
Combined Lot Value
£2,000,000,000
Lot
Value
Status
Lot 1
May 2026 – Apr 2036
£2,000,000,000
active
Award criteria
Weightings from the notice.
Quality
Social Value
Price(price)
Key Dates
Published
18 July 2025
Tender Open
-
Tender Deadline
8 August 2025
Award Date
-
Contract Start
-
Contract End
-
Planned term
1 May 2026 – 30 April 2036 · may extend to 1 May 2041
Extension option
The Authority anticipates a 10 year initial period with optional extensions taking the total contract length up to 15 years.
Extensions will be exercised at the discretion of the Authority.
Notice Amendments
Changes the buyer published to this notice after it first appeared.
Amendment 017466-2025
Changed to reflect the new market briefing session dates.
Procurement Details
Method
Selective — suppliers are shortlisted first
Method Details
Competitive flexible procedure
Route to market
Restricted or negotiated
Main category
Services
Category
Software package and information systems
Delivery location
UK
Open under
WTO Government Procurement Agreement, CPTPP trade agreement
Buyer Reference
ocds-h6vhtk-050568
Legal Basis
Procurement Act 2023
CPV Codes
48000000 – Software package and information systems; 72000000 – IT services: consulting, software development, Internet and support