Customer Relationship Management Solution Tender

Customer Relationship Management Solution Tender

This opportunity is not broken into Lots as the requirement is for single sign on solution and associated services only.

United Kingdom-Leicester: IT software package

2015/S 086-155865

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

Leicester City Council
Bosworth House, 9 Princess Road West
For the attention of: Rebecca Cowan
LE1 6TH Leicester
UNITED KINGDOM
Telephone: +44 1164541272
E-mail: rebecca.cowan@leicester.gov.uk

Internet address(es):

General address of the contracting authority: www.leicester.gov.uk

Electronic access to information: https://www.delta-esourcing.com

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

Regional or local authority

I.3)Main activity

General public 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:

The Provision of a Customer Relationship Management Solution and Associated 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

NUTS code UKF21

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

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

IT software package. Miscellaneous software package and computer systems. Systems support services. Help-desk and support services. Software maintenance and repair services. Customer Relation Management software package. Customer Relation Management software development services. Customer services. The Council is inviting tenders for a single Contractor for the provision of a Customer Relationship Management System, Training and Implementation, System Support & Maintenance and on-going Development of the System and on a non-exclusive basis, as called off, additional functionality that maybe required over the term of (“the Contract”).
This opportunity is not broken into Lots as the requirement is for single sign on solution and associated services only.
The Contract is for an initial term of four (4) years with the option to extend for a further six (6) years in two (2) year periods
Expected commencement date is 1.10.2015, with a go live date of no later than the 1.1.2016
Type of Procedure – Competitive procedure with negotiation.
The Council reserves the right under regulation 19 of Public Contract Regulations 2015 to carry out the competitive procedure with negotiation in successive stages in order to reduce the number of tenders to be negotiated. The negotiation stage is subject to the Council’s reserved right of awarding contract following evaluation of initial tenders and without conducting any negotiation. All Tenderers should therefore take care to fully explain their offer and submit their best offer in their initial tender submission.

II.1.6)Common procurement vocabulary (CPV)

48517000, 48900000, 72253200, 72253000, 72267000, 48445000, 72212445, 79342300

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

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

II.1.8)Lots

This contract is divided into lots: no

II.1.9)Information about variants

Variants will be accepted: yes
II.2)Quantity or scope of the contract

II.2.1)Total quantity or scope:

Leicester City Council is looking to replace its existing CRM solution. This CRM is more than 10 years old and is no longer being developed and is fairly old technology. It does not lend itself to the Councils aspirations to reduce costs and improve customer access, including by integrating with back office systems and allowing customers to log and view their own enquiries.
The Council and therefore looking to procure a system/solution that brings about improving customer satisfaction by being designed around the Councils requirements and their customers. It is also envisaged to make the Council more efficient, by simplifying the process for customers to be able to self-serve as much as possible the Councils services. In addition to this we have a desire to move towards achieving a single customer record and implement processes for efficiently updating this information.
The Council is now and in the coming years, facing significant financial pressures and therefore is adopting the following Philosophy in adopting new solutions;
a) To use systems as a spur to rationalising processes, enabling as many tasks as possible to be reduced to core processes, carried out by staff who can be combined into service units
b) To enable customers to self-serve as much as possible
c) Improve satisfaction and value for money by designing services around Customers’ needs
d) Enforcing standardisation of processes across the Council, reducing the scope for variant local practice
e) To maximise the automation of routine processes it follows, that whilst the Council will wish to adopt systems that are user defined, much definition will be carried out at system administrator level
f) To use standard functionality as much as possible as reduce local customisation of solutions
g) Safeguard services and assets by reducing the cost of delivery, remove complexity, allowing resources to be rebalances to protect vulnerable citizens
A number of modules have been identified which represent our key areas of functionality and scope.
These have been constructed based on end to end processes in order to keep them down to a sensible minimum;
Customer Record
Complaints, Comments and Compliments
Business Accounts
Workflow
Customer Portal
E Forms
Bookings
Back Office Applications
Partner Access
The Contract duration is for an initial term of four (4) years with the option to extend for up to a further two (2) + two (2) + two (2), commencing on the anticipated date go live date set; of no later than the 1.1.2016.
This opportunity is not broken into Lots as the requirement is for single sign on solution and associated services only.
Type of Procedure – Competitive procedure with negotiation.
The Council reserves the right under regulation 19 of Public Contract Regulations 2015 to carry out the competitive procedure with negotiation in successive stages in order to reduce the number of tenders to be negotiated. The negotiation stage is subject to the Council’s reserved right of awarding contract following evaluation of initial tenders and without conducting any negotiation. All Tenderers should therefore take care to fully explain their offer and submit their best offer in their initial tender submission.

II.2.2)Information about options

Options: no
II.2.3)Information about renewals

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

Starting 1.10.2015. Completion 1.1.2016

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract

III.1.1)Deposits and guarantees required:

Reserved.

III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

Reserved.

III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

Not Provided.

III.1.4)Other particular conditions

The performance of the contract is subject to particular conditions: no
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: The Authority will apply all the offences listed in Article 45(1) of Directive 2004/18/EC (implemented as Regulation 23(1) of the Public Contract Regulations (PCR) 2006 in the UK) and all of the professional misconducts listed at Article 45(2) of Directive 2004/18/EC (see also Regulation 23(2) in the PCR 2006) to the decision of whether a Candidate is eligible to be invited to tender.

A full list of the Regulation 23(1) and 23(2) criteria are at http://www.delta-esourcing.com/delta/project/reasonsForExclusion.html#pcr

Candidates will be required to answer these questions as part of the qualification process. For candidates who are registered overseas, you will need to declare if you have any offences/misconduct under your own countries laws, where these laws are equivalent to the Regulation 23 lists.
Candidates who have been convicted of any of the offences under Article 45(1) are ineligible and will not be selected to bid, unless there are overriding requirements in the general interest for doing so.
Candidates who are guilty of any of the offences, circumstances or misconduct under Article 45(2) may be excluded from being selected to bid at the discretion of the Authority.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: As per the Contract Documentation.
Minimum level(s) of standards possibly required: As per the Contract Documentation.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
As per the Contract Documentation.
Minimum level(s) of standards possibly required:
As per the Contract Documentation.
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

Negotiated
Some candidates have already been selected (if appropriate under certain types of negotiated procedures) no

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: Type of Procedure Competitive Dialogue with negotiation
The Council reserves the right under regulation 19 of the Public Contract Regulations 2015 to carry out the competitive procedure with negotiation in successive stages in order to reduce the number of tenders tot be negotiated. The negotiation stage is subject to the Councils right of awarding the Contract following the evaluation of initial tenders and without conducting any negotiation. All Tenderers should therefore take care to fully explain their offer and submit their best offer in their initial tender submission.

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:

RC/0336/CSC

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

no
IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

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

1.6.2015 – 11:00

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

2.6.2015

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

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

Electronic submission of tenders and requests to participate: https://www.delta-esourcing.com – Access Code 5338MR484U

The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement, and the contract will be awarded on the basis of the most economically advantageous tender.
For more information about this opportunity, please visit the Delta eSourcing portal at:

https://www.delta-esourcing.com/tenders/UK-UK-Leicester:-IT-software-package./5338MR484U

To respond to this opportunity, please click here:

https://www.delta-esourcing.com/respond/5338MR484U

GO Reference: GO-2015430-PRO-6563498.

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:

30.4.2015

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