CRM Systems Support Services for British Library

CRM Systems Support Services for British Library

The Library expects there will be two aspects to the support contract: 1 Help Desk service for resolving technical issues and queries; 2 Professional services / consultancy for support and assistance.

United Kingdom-London: Systems support services

2014/S 239-420848

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

The British Library
96 Euston Road
Contact point(s): https://bl.bravosolution.co.uk
For the attention of: Cole Tony
NW1 2DB London
UNITED KINGDOM
Telephone: +44 1937546460
E-mail: tony.cole@bl.uk
Fax: +44 1937546660

Internet address(es):

General address of the contracting authority: https://bl.bravosolution.co.uk

Address of the buyer profile: https://bl.bravosolution.co.uk

Electronic access to information: https://bl.bravosolution.co.uk

Electronic submission of tenders and requests to participate: https://bl.bravosolution.co.uk

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: Library and Information Services

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)Description

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

OPS9329 Dynamics CRM Support and Related Services.

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

Services
Service category No 7: Computer and related services
Main site or location of works, place of delivery or of performance: London, UK.

NUTS code UK

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

The notice involves a public contract

II.1.4)Information on framework agreement

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

Estimated value excluding VAT: 190 000 GBP

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

The British Library is seeking an outsource partner to help with the support and ongoing development of its Dynamics CRM system. Currently, all support is provided by in house staff, and the intention is to reduce the Library’s dependency on these staff as well as gaining access to a wider knowledge base.
The Library expects there will be two aspects to the support contract:
1 Help Desk service for resolving technical issues and queries;
2 Professional services / consultancy for support and assistance.
The Help Desk service should be available on working days between 8:00 am to 18:00 pm UK time, with an option for 24/7 availability. It is expected that this service will be subject to an SLA which will define the service offering, including the categories of queries and expected response times.
It is anticipated that the professional services / consultancy element will be used for a wide range of assistance, including knowledge transfer, guidance on CRM developments, and advice on future projects and on how the Library can maximise the benefit from CRM. Unlike with the Help Desk service, it is expected that this element will have a restricted amount of time available. As an initial allowance, it is estimated that 24 days of consultancy will be required per year, with a flexible call off arrangement.
Our aim is to procure a support contract for a period of 4 years, with an annual review. The Library is currently budgeting in the region of GBP 190 000 for the 4 year contract, which also includes any one off evaluation services for the setup of the contract.
Suppliers shortlisted on the basis of their responses to this PQQ will receive the ITT for provision of the Dynamics CRM Support Contract. The selected suppliers must be able to demonstrate a proven track record of successful delivery and provide excellent value for money. It is our intention to invite around 5 of the highest scoring successful PQQ submissions to ITT.

II.1.6)Common procurement vocabulary (CPV)

72253200, 72590000

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

The contract is covered by the Government Procurement Agreement (GPA): yes
II.1.8)Lots
II.1.9)Information about variants
II.2)Quantity or scope of the contract

II.2.1)Total quantity or scope:

The British Library is seeking an outsource partner to help with the support and ongoing development of its Dynamics CRM system. Currently, all support is provided by in house staff, and the intention is to reduce the Library’s dependency on these staff as well as gaining access to a wider knowledge base The Library expects there will be two aspects to the support contract: 1 Help Desk service for resolving technical issues and queries 2 Professional services / consultancy for support and assistance The Help Desk service should be available on working days between 8:00 am to 18:00 pm UK time, with an option for 24/7 availability. It is expected that this service will be subject to an SLA which will define the service offering, including the categories of queries and expected response times. It is anticipated that the professional services / consultancy element will be used for a wide range of assistance, including knowledge transfer, guidance on CRM developments, and advice on future projects and on how the Library can maximise the benefit from CRM. Unlike with the Help Desk service, it is expected that this element will have a restricted amount of time available. As an initial allowance, it is estimated that 24 days of consultancy will be required per year, with a flexible call off arrangement. Our aim is to procure a support contract for a period of 4 years, with an annual review. The Library is currently budgeting in the region of GBP 190 000 for the 4 year contract, which also includes any one off evaluation services for the setup of the contract. Suppliers shortlisted on the basis of their responses to this PQQ will receive the ITT for provision of the Dynamics CRM Support Contract. The selected suppliers must be able to demonstrate a proven track record of successful delivery and provide excellent value for money. It is our intention to invite around 5 of the highest scoring successful PQQ submissions to ITT.
Estimated value excluding VAT: 190 000 GBP
II.2.2)Information about options

II.2.3)Information about renewals

This contract is subject to renewal: yes
Number of possible renewals: 3

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

Duration in months: 48 (from the award of the contract)

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:
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

Information and formalities necessary for evaluating if the requirements are met: Suppliers Instructions How to Express Interest in this Tender: 1. Register your company on the eSourcing portal (this is only required once) — Browse to the eSourcing Portal: https://bl.bravosolution.co.uk and click the link to register — Accept the terms and conditions and click ‘continue’ — Enter your correct business and user details — Note the username you chose and click ‘Save’ when complete — You will shortly receive an email with your unique password (please keep this secure) 2. Express an Interest in the tender — Login to the portal with the username/password — Click the ‘PQQs / ITTs Open To All Suppliers’ link. (These are Pre-Qualification Questionnaires or Invitations to Tender open to any registered supplier) — Click on the relevant PQQ/ ITT to access the content. — Click the ‘Express Interest’ button at the top of the page. — This will move the PQQ /ITT into your ‘My PQQs/ My ITTs’ page. (This is a secure area reserved for your projects only) — You can now access any attachments by clicking ‘Buyer Attachments’ in the ‘PQQ/ ITT Details’ box 3. Responding to the tender — Click ‘My Response’ under ‘PQQ/ ITT Details’, you can choose to ‘Create Response’ or to ‘Decline to Respond’ (please give a reason if declining) — You can now use the ‘Messages’ function to communicate with the buyer and seek any clarification — Note the deadline for completion, then follow the onscreen instructions to complete the PQQ/ ITT — There may be a mixture of online and offline actions for you to perform (there is detailed online help available) You must then submit your reply using the ‘Submit Response’ button at the top of the page. If you require any further assistance please consult the online help, or contact the eTendering help desk.

III.2.2)Economic and financial ability
III.2.3)Technical capacity
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

Section IV: Procedure

IV.1)Type of procedure

IV.1.1)Type of procedure

Restricted

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

Envisaged minimum number 5: and maximum number 7
Objective criteria for choosing the limited number of candidates: As detailed in the PQQ document.
IV.1.3)Reduction of the number of operators during the negotiation or dialogue
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:

OPS9329 DYNAMICS CRM SUPPORT & RELATED SERVICES

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

no

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: 12.1.2015
Payable documents: no

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

12.1.2015 – 12:00

IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates

2.2.2015

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

English.
IV.3.7)Minimum time frame during which the tenderer must maintain the tender
IV.3.8)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no

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

The Contracting Authority intends to use an eTendering system in this procurement.
VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures
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:

5.12.2014

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