Business Stream CRM Consultancy Tender

Business Stream CRM Consultancy Tender

Business Stream is seeking a partner to improve customer communication experience across multiple channels and all stages of the Customer Journey.

United Kingdom-Edinburgh: Customer Relation Management software package

2016/S 086-152642

Contract notice


Directive 2004/18/EC

Section I: Contracting authority

I.1)Name, addresses and contact point(s)

Business Stream
7 Lochside View
Contact point(s): All information via eProcurement portal — You should register on this portal and our PQQ document will be available to you on completion and expression of interest, Procurement
EH12 9DH Edinburgh

Internet address(es):

General address of the contracting authority:

Address of the buyer profile:

Further information can be obtained from: The above mentioned contact point(s)

Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)

Tenders or requests to participate must be sent to: The above mentioned contact point(s)

I.2)Type of the contracting authority

Body governed by public law

I.3)Main activity

Other: utility

I.4)Contract award on behalf of other contracting authorities

The contracting authority is purchasing on behalf of other contracting authorities: no

Section II: Object of the contract


II.1.1)Title attributed to the contract by the contracting authority:

Digital Customer Experience.

II.1.2)Type of contract and location of works, place of delivery or of performance

Service category No 27: Other services

NUTS code UK

II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)

The notice involves the establishment of a framework agreement

II.1.4)Information on framework agreement

Framework agreement with a single operator

Estimated total value of purchases for the entire duration of the framework agreement

Estimated value excluding VAT:
Range: between 1 000 000 and 1 500 000 GBP

II.1.5)Short description of the contract or purchase(s)

Business Stream is seeking a partner to improve customer communication experience across multiple channels and all stages of the Customer Journey. It is anticipated that over the period of the contract the chosen Bidder will be required to provide consultancy and technological interventions in Customer Operations and Credit Management functions within the organisation. In addition to improving the experience for the customer this project is expected to result in an increase in internal capacity in order to service new clients acquired as part of our projected expansion. Further details on the processes for each department will be provided as part of the PQQ and ITT.

II.1.6)Common procurement vocabulary (CPV)

48445000, 72212445

II.1.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): no


This contract is divided into lots: no

II.1.9)Information about variants

Variants will be accepted: no
II.2)Quantity or scope of the contract

II.2.1)Total quantity or scope:

Estimated value excluding VAT:
Range: between 1 000 000 and 1 500 000 GBP
II.2.2)Information about options
II.2.3)Information about renewals

II.3)Duration of the contract or time limit for completion

Starting 1.7.2016. Completion 30.6.2019

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract

III.1.1)Deposits and guarantees required:

All questions in this section are covered in the PQQ Document.
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
III.1.4)Other particular conditions
III.2)Conditions for participation
III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers
III.2.2)Economic and financial ability

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
See PQQ document available by registering through our eProcurement Portal.
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts
III.3.1)Information about a particular profession

III.3.2)Staff responsible for the execution of the service

Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: no

Section IV: Procedure

IV.1)Type of procedure

IV.1.1)Type of procedure

Accelerated negotiated
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate

IV.1.3)Reduction of the number of operators during the negotiation or dialogue

Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated yes
IV.2)Award criteria

IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated in the specifications, in the invitation to tender or to negotiate or in the descriptive document

IV.2.2)Information about electronic auction

An electronic auction will be used: no
IV.3)Administrative information

IV.3.1)File reference number attributed by the contracting authority:


IV.3.2)Previous publication(s) concerning the same contract


IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

Time limit for receipt of requests for documents or for accessing documents: 12.5.2016
Payable documents: no

IV.3.4)Time limit for receipt of tenders or requests to participate

16.5.2016 – 12:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates

IV.3.6)Language(s) in which tenders or requests to participate may be drawn up

IV.3.7)Minimum time frame during which the tenderer must maintain the tender

IV.3.8)Conditions for opening of tenders

Persons authorised to be present at the opening of tenders: yes
Additional information about authorised persons and opening procedure:

Section VI: Complementary information

VI.1)Information about recurrence

VI.2)Information about European Union funds

The contract is related to a project and/or programme financed by European Union funds: no
VI.3)Additional information
VI.4)Procedures for appeal

VI.4.1)Body responsible for appeal procedures

Business Stream
7 Lochside View
EH12 9DH Edinburgh
Internet address:

VI.4.2)Lodging of appeals
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:



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