Customer Relationship Management System 2016

Birmingham City University is keen to implement a suitable university-wide cloud-based Corporate Customer Relationship Management platform.

United Kingdom-Birmingham: Customer Relation Management software development services

2016/S 142-257682

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

Birmingham City University
15 Bartholomew Row
For the attention of: Rupesh Chauhan
B5 5JU Birmingham
United Kingdom
Telephone: +44 1213317677
E-mail: rupesh.chauhan@bcu.ac.uk
Fax: +44 1213316349

Internet address(es):

General address of the contracting authority: www.bcu.ac.uk

Address of the buyer profile: https://in-tendhost.co.uk/bcu/aspx/Home

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

Education

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:

Customer Relationship Management (CRM) System 2016.

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: Birmingham, UK.
NUTS code

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)

Birmingham City University is keen to implement a suitable university-wide cloud-based Corporate Customer Relationship Management (CRM) platform that supports the organisational agility required for success in an increasingly competitive market. The main objective is to deliver a CRM platform that is designed to position the University as a customer centric organisation delivering an outstanding student experience from enquiry to employment. This will support the institution in forging collaborative, innovative relationships with the city and region, develop entrepreneurship as well as help deliver the global aspirations of both the University and the region. In addition, the platform will remove silo’d information providing an opportunity for a single view of each customer which in turn will enable better communication and therefore improved engagement. It will also facilitate the automation of as many processes as practicable in order to release staff from unproductive tasks, freeing them to deliver their core responsibilities. The key areas impacted will be student recruitment, student communications, B2B and employability.

II.1.6)Common procurement vocabulary (CPV)

72212445, 48445000

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: no

II.2)Quantity or scope of the contract

II.2.1)Total quantity or scope:

Corporate Customer Relationship Management (CRM) platform that supports the organisational agility required for success in an increasingly competitive market. The main objective is to deliver a CRM platform as a managed service, cloud based that is designed to position the University as a customer centric organisation delivering an outstanding student experience from enquiry to employment.
The service will include fully supported throughout the term. The service must be flexible in capacity to fluctuate through the academic year including substantial peaks at UK university clearing.
By adopting and developing a corporate CRM solution Birmingham City University can position itself in the vanguard of universities exploiting technology to deliver an outstanding student experience; from enquirers through to alumni and at all points in between. A CRM solution will also be conducive to improving business processes and dramatically increasing the quality and timeliness of business information.
The CRM service will include (but not be limited to) the following: hosting, licensing, maintenance, upgrades, consultancy, customisation, configuration, data cleansing, data migration, Implementation, initial training, ongoing support.
Estimated value excluding VAT:
Range: between 1 000 000 and 1 700 000 GBP

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

Duration in months: 60 (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:

Refer to ITPD.

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

Refer to ITPD.

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

Refer to ITPD.

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

III.2.4)Information about reserved contracts

III.3)Conditions specific to services contracts

III.3.1)Information about a particular profession

Execution of the service is reserved to a particular profession: no

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

competitive dialogue

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

Envisaged number of operators: 5

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:

REF 00000246

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

22.8.2016 – 12:00

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

22.9.2016