Customer Platform and CRM Tender

Customer Platform and CRM Tender

Provide Customer Platform: CRM, Customer Account and Web Forms.

United Kingdom-Sutton: Software package and information systems

2018/S 187-421886

Contract notice

Supplies

Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

London Borough of Sutton
Civic Offices, St Nicholas Way
Sutton
SM1 1EA
United Kingdom
Contact person: Mrs Rosemary Allan
Telephone: +44 2087705366
E-mail: rosemary.allan@sutton.gov.uk
NUTS code: UKI63
Internet address(es):Main address: http://www.sutton.gov.uk/

Address of the buyer profile: http://www.sutton.gov.uk/

I.2)Information about joint procurement

I.3)Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at: https://www.londontenders.org/
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://procontract.due-north.com

I.4)Type of the contracting authority

Regional or local authority

I.5)Main activity

General public services

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

Provision of the Customer Platform: CRM, Customer Account and Web Forms

Reference number: DN367290

II.1.2)Main CPV code

48000000

II.1.3)Type of contract

Supplies

II.1.4)Short description:

The London Borough of Sutton and the Royal Borough of Kingston (the Councils) are seeking tender bids from suitably qualified organisations for the provision of a “customer platform” which will comprise of:

— a Customer Relationship Management system (CRM),

— customer account (“my account”),

— a web forms solution, and

— integration of these components with our back office systems — together these elements are known as the “customer platform”.

II.1.5)Estimated total value

II.1.6)Information about lots

This contract is divided into lots: no
II.2)Description
II.2.1)Title:
II.2.2)Additional CPV code(s)

II.2.3)Place of performance

NUTS code: UKI63

II.2.4)Description of the procurement:

Provision of the Customer Platform: CRM, Customer Account and Web Forms.

The London Borough of Sutton and the Royal Borough of Kingston (the Councils) are seeking tender bids from suitably qualified organisations for the provision of:

— a “customer platform” which will comprise of a Customer Relationship Management system (CRM),

— customer account (‘my account’),

— a web forms solution, and

— integration of these components with our back office systems — together these elements are known as the “customer platform”.

The customer platform constitutes part of a wider digital platform and presents a unique opportunity which will lay the foundations of service transformation for both Councils and partner organisations including Achieving for Children, Sutton Housing Partnership and several others.

A single platform across both Councils and partner organisations will be based on an open architecture and leading cloud technology which will provide the flexibility and innovation needed to meet evolving service needs through emerging digital solutions and technology. The platform will enable future integration and interaction around online booking, payments, live chat, social listening, artificial intelligence, data management, Single Sign On, and several other capabilities.

The contract will initially be for a period of 2 years commencing on 15.1.2019 with the option to extend the contract for a further 1 year at the discretion of the Councils.

The Councils are tendering this contract through the London Tenders e-tendering portal, our method of advertising and managing contract opportunities. Prospective Tenderers are advised to register their interest by going to https://www.londontenders.org/procontract/supplier.nsf

It shall be a requirement for organisations to work with the Councils in delivering and measuring Social Value throughout the lifetime of this agreement. Social Value is the added benefit to the community following a commissioning/procurement process over and above the direct purchasing of goods, services and outcomes. The proposed approach to Social Value is to develop these as the contract is implemented.

The Councils currently contract with a diverse group of voluntary, statutory and private sector providers and encourages a range of organisations, regardless of size, to apply for this provision. We are committed to creating jobs and training opportunities through our supply chain.

Minimum requirements are applicable to this provision and represented as a pass/fail. Please be aware that should an organisation fail any fundamental requirements, the Authority shall not continue marking your tender bid.

The Councils shall not be bound to accept the lowest cost or any tender, and reserves the right to accept all or part of your tender. The award of contract shall be based on the most economically advantageous tender submitted.

Deadline for receipt of tender bids is Friday, 26.10.2018 at 12:00 noon.

II.2.5)Award criteria

Criteria below
Quality criterion – Name: Technical method statements (quality) / Weighting: 30
Quality criterion – Name: Non-technical method statements (quality) / Weighting: 35
Price – Weighting: 35
II.2.6)Estimated value

II.2.7)Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 24
This contract is subject to renewal: no

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: no
II.2.12)Information about electronic catalogues

II.2.13)Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: no

II.2.14)Additional information

Please note the contract is firm for 2 years (24 months) however there is a provision to extend for a further 1 year (12 months). Please refer to advertisement and tender documentation.

Section III: Legal, economic, financial and technical information

III.1)Conditions for participation
III.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
III.1.2)Economic and financial standing
III.1.3)Technical and professional ability
III.1.5)Information about reserved contracts
III.2)Conditions related to the contract
III.2.2)Contract performance conditions:
III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure

IV.1)Description

IV.1.1)Type of procedure

Open procedure
IV.1.3)Information about a framework agreement or a dynamic purchasing system
IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue
IV.1.6)Information about electronic auction

IV.1.8)Information about the Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: yes
IV.2)Administrative information
IV.2.1)Previous publication concerning this procedure

IV.2.2)Time limit for receipt of tenders or requests to participate

Date: 26/10/2018
Local time: 12:00
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

IV.2.4)Languages in which tenders or requests to participate may be submitted:

English

IV.2.6)Minimum time frame during which the tenderer must maintain the tender

Duration in months: 3 (from the date stated for receipt of tender)

IV.2.7)Conditions for opening of tenders

Date: 26/10/2018
Local time: 12:00

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no
VI.2)Information about electronic workflows

VI.3)Additional information:

Due to the nature of the provision, fundamental minimum requirements apply.

VI.4)Procedures for review

VI.4.1)Review body

The London Borough of Sutton
Civic Offices, St Nicholas Way
Sutton Surrey
SM1 1EA
United Kingdom
VI.4.2)Body responsible for mediation procedures
VI.4.3)Review procedure
VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice:

25/09/2018

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