Customer Relationship Management System (Renewal)

Tender description

West Lothian Council has awarded a contract to Verint Systems UK Limited for the continued provision of its cloud-based Customer Relationship Management (CRM) platform, including software licensing, support, maintenance, upgrades and development services. The CRM platform is a business-critical system supporting customer contact management, case management, service request handling, workflow automation, online forms and digital self-service across multiple Council services. The contract will ensure the continued availability, security, resilience and development of the platform for a period of five years. Lot 1: The procurement relates to the continued provision of West Lothian Council's existing Verint cloud-based Customer Relationship Management (CRM) platform and associated support, maintenance, upgrade and development services. The Council has utilised the Verint CRM platform since 2008 and transitioned to Verint's cloud-hosted Software-as-a-Service (SaaS) model in 2021. The platform is a business-critical system supporting customer contact management, case management, service request handling, workflow automation, online forms and digital self-service across multiple Council services. It is embedded within the Council's operational and technical environment and supports integration with other corporate systems. The contract provides ongoing software licensing, supplier support, maintenance, security updates, cloud-hosted upgrades and professional services necessary to maintain and further develop the platform throughout the contract term. Continued access to supplier support and future software releases will ensure the system remains secure, resilient and aligned with evolving business and technology requirements. The contract provides continuity of service, protects the Council's substantial investment in the platform and supports the continued delivery and development of customer-focused digital services. It will enable the ongoing expansion of digital self-service and workflow automation capabilities in support of the Council's digital transformation objectives and the efficient delivery of services to customers.. A Voluntary Ex Ante Transparency (VEAT) Notice was published prior to contract award to notify the market of the Council's intention to award the contract directly in accordance with Regulation 33(1)(b) of the Public Contracts (Scotland) Regulations 2015. The standstill period following publication of the VEAT Notice expired without challenge.