Customer Relationship Management (CRM) Solution

Location

57 George IV Bridge, Edinburgh EH1 1EW

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.

Total Quantity or Scope

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

Renewal Options

Optional extension up to 3 x 12 months.

Award Criteria

CPV Codes

• 72263000 - Software implementation services
• 72266000 - Software consultancy services
• 72262000 - Software development services
• 72261000 - Software support services
• 72260000 - Software-related services

Indicators

• An E-Auction may be used.
• Bids should cover the whole contract.
• Renewals are available.
• Financial restrictions apply.
• Performance considerations apply.
• Professional qualifications are sought.
• Staff qualifications are relevant.
• Award on basis of price.

Other Information

The new CRM Solution implementation is supported through funding from Bloomberg Philanthropies as part of the Bloomberg Digital Accelerator Programme. 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