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
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
Telephone: +44 1937546460
Fax: +44 1937546660
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
I.4)Contract award on behalf of other contracting authorities
Section II: Object of the contract
II.1.1)Title attributed to the contract by the contracting authority:
II.1.2)Type of contract and location of works, place of delivery or of performance
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)
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 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)
II.1.7)Information about Government Procurement Agreement (GPA)
II.2.1)Total quantity or scope:
Estimated value excluding VAT: 190 000 GBP
II.2.3)Information about renewals
Number of possible renewals: 3
II.3)Duration of the contract or time limit for completion
Section III: Legal, economic, financial and technical information
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.
Section IV: Procedure
IV.1.1)Type of procedure
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate
Objective criteria for choosing the limited number of candidates: As detailed in the PQQ document.
IV.2.2)Information about electronic auction
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
Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate
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
Section VI: Complementary information
VI.1)Information about recurrence
VI.2)Information about European Union funds
VI.5)Date of dispatch of this notice: