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PROCUREMENT OPPORTUNITY

Customer Relationship Management System (Renewal)

West Lothian Council · award, contract

Tender information last checkedLast checked 24 Sept 2026, 09:25.

Opportunity overview

West Lothian Council intends to enter into a contract with Verint Systems UK Limited for the continued provision of support, maintenance, development and associated cloud services for the Council's existing Verint Customer Relationship Management (CRM) platform. The Verint CRM solution is a business-critical corporate system supporting customer contact management, case management, workflow automation, digital self-service and service request handling across multiple Council services. The proposed contract will provide ongoing supplier support, system maintenance, cloud hosting, upgrades, security updates and development services for a period of five years, ensuring the continued availability, resilience and security of the platform and supporting the Council's digital transformation objectives.

Awarded to

Amounts belong to published awards or contracts. Where several suppliers share one value, it is labelled as shared and is not a supplier-specific allocation.

Verint

Match pending…
Contract value
£572.7k
Awarded
Not supplied
Contract signed
31 Aug 2026
Award ID
084556-2026-CC14867-1
Status
active
Location
Woking, UKJ2, GU21 6HT, United Kingdom

Classification

  • CPV72000000 — IT services: consulting, software development, Internet and support

Lots

  • 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, with the solution transitioning to Verint's cloud-hosted Software-as-a-Service (SaaS) model in 2021. The platform is a business-critical system that supports customer contact management, case management, service request processing, workflow automation, online forms and digital self-service across multiple Council services.Value not stated

Published notice details

Additional information from the published procurement release. Fields appear only when supplied by the source; check the original notice and tender documents before acting.

Scope, procedure and submissions

Id
ocds-h6vhtk-06f3cd
Status
complete
Main Procurement Category
services
Procurement Method
limited
Procurement Method Details
Award procedure without prior publication of a call for competition
Why this procedure was chosen
The contract is being awarded without prior publication of a contract notice in accordance with Regulation 33(1)(b) of the Public Contracts (Scotland) Regulations 2015, where competition is absent for technical reasons, including the protection of exclusive rights. West Lothian Council has utilised the Verint Customer Relationship Management (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 application that supports customer contact management, case management, service request handling, workflow automation, online forms and digital self-service across multiple Council services. The CRM platform is proprietary software owned exclusively by Verint Systems UK Limited. Verint retains the intellectual property rights associated with the platform and is the only supplier able to provide the software licences, upgrades, maintenance, development and technical support required for the Council's existing implementation. The platform is embedded within the Council's ICT environment and integrates with a number of corporate systems. Any replacement of the existing solution would require significant data migration, redevelopment of integrations, system reconfiguration, testing, business change activity and user retraining, resulting in substantial additional cost, operational disruption and technical risk. The Council considered alternative procurement routes, including the KCS Software Products and Associated Services Framework, NHS SBS Digital Workspace Solutions Framework and G-Cloud 14. However, these routes would not introduce an alternative supplier capable of providing the proprietary Verint platform and associated services. Service provision would remain dependent upon Verint due to its exclusive ownership and control of the software. In addition, procurement through these routes would increase costs without delivering genuine competition or an alternative technical solution. The Council has therefore concluded that competition is absent for technical reasons, including the protection of exclusive rights, and that a direct award to Verint Systems UK Limited is justified under Regulation 33(1)(b) of the Public Contracts (Scotland) Regulations 2015. A VEAT notice is being published in the interests of transparency and to notify the market of the Council's intention to award the contract directly.

Legal basis

Id
32014L0024
Scheme
CELEX

Classification

Scheme
CPV
Id
72000000
Description
IT services: consulting, software development, Internet and support

Covered By

GPA

Procedure reasons

Entry 1
Scheme
TED_PT_AWARD_CONTRACT_WITHOUT_CALL
Id
D_OUTSIDE_SCOPE
Description
The procurement falls outside the scope of application of the directive

Lots and requirements

Entry 1
Id
1
Description
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, with the solution transitioning to Verint's cloud-hosted Software-as-a-Service (SaaS) model in 2021. The platform is a business-critical system that supports customer contact management, case management, service request processing, workflow automation, online forms and digital self-service across multiple Council services.
Has Options
No

Items and delivery

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UKM78

Buyer, suppliers and contacts

Organisation 1
Name
West Lothian Council
Id
GB-FTS-1335

Identifier

Legal Name
West Lothian Council

Address

Street Address
West Lothian Civic Centre, Howden South Road
Locality
Livingston
Region
UKM78
Postal Code
EH54 6FF
Country Name
United Kingdom

Contact

Name
Anita Bainbridge

Roles

buyer

Details

Classifications

Entry 1
Scheme
TED_CA_TYPE
Id
REGIONAL_AUTHORITY
Description
Regional or local authority
Entry 2
Scheme
COFOG
Id
01
Description
General public services
Organisation 2
Name
Verint
Id
GB-FTS-186416

Identifier

Legal Name
Verint

Address

Street Address
2nd Floor, The Forge,, 43 Church Street,
Locality
Woking
Region
UKJ2
Postal Code
GU21 6HT
Country Name
United Kingdom

Roles

supplier

Details

Scale
large
Organisation 3
Name
Livingston Sheriff Court and Justice of the Peace Court
Id
GB-FTS-186417

Identifier

Legal Name
Livingston Sheriff Court and Justice of the Peace Court

Address

Street Address
West Lothian Civic Centre, Howden South Road,
Locality
Livingston
Postal Code
EH54 6FF
Country Name
United Kingdom

Roles

reviewBody

Award information

Award 1
Id
084556-2026-CC14867-1
Status
active

Related lots

1

Suppliers

Supplier 1
Id
GB-FTS-186416
Name
Verint

Contracts and changes

Entry 1
Id
084556-2026-CC14867-1
Award ID
084556-2026-CC14867-1
Status
active
Date Signed
1 Sept 2026, 00:00

Value

Amount
572,744.37
Currency
GBP

Recorded locations

  • Buyer location · Livingston · UKM78 · EH54 6FF · United Kingdom
  • Delivery location · UKM78

Notice and amendment history

1 published notice version reviewed by ProcuraAxis.

1 VERSION
  1. 084556-2026award, contract ·