Customer Relationship Management System for Royal Botanic Gardens Kew

Customer Relationship Management System for Royal Botanic Gardens Kew

RBGK intends to commence the procurement of a Customer Relationship Management (CRM) system, incorporating admission ticketing, in January 2013. Supplier Day January.

UK-London: IT services: consulting, software development, Internet and support

2012/S 247-407463

Prior information notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

Defra
17 Nobel House
For the attention of: Karen Dobson
SW1P 3JR London
UNITED KINGDOM
Telephone: +44 2075366
E-mail: karen.dobson@defra.gsi.gov.uk

Internet address(es):

General address of the contracting authority: www.defra.go.uk

Further information can be obtained from: The above mentioned contact point(s)

I.2)Type of the contracting authority
National or federal agency/office
I.3)Main activity
Environment
I.4)Contract award on behalf of other contracting authorities
The contracting authority is purchasing on behalf of other contracting authorities: yes

Section II.B: Object of the contract (Supplies or services)

II.1)Title attributed to the contract by the contracting authority:
Customer Relationship Management System (CRM) for Royal Botanic Gardens Kew
II.2)Type of contract and place of delivery or of performance
Service category No 7: Computer and related services
Kew , Richmond, Surrey and Haywards Heath , Sussex.
NUTS code UKJ
II.3)Information on framework agreement
II.4)Short description of nature and quantity or value of supplies or services:
Defra’s Procurement and Commercial function (PCF) is facilitating this procurement on behalf of The Royal Botanic Gardens Kew (RBGK).
RBGK intends to commence the procurement of a Customer Relationship Management (CRM) system, incorporating admission ticketing, in January 2013. It is envisaged that there will be a pre market engagement supplier forum on Tuesday 15th January , and thereafter the two stage Restricted Procedure will follow on or around Monday 21st January. Further details regarding the supplier day can be obtained from the Category Manager leading the procurement whose details can be found in section I.1 RBGK requires a full and complete ‘Business Solution’ to support a number of the existing key CRM activities and support the introduction of new, streamlined business activities and procedures across the Kew and Wakehurst sites.
It is anticipated that either a single supplier, or a consortium of suppliers, who have demonstrable experience of working together, will be selected to deliver all the specified requirements, through the provision of an integrated solution and be responsible for successful implementation and ongoing support.
The core component of the solution will be a fully functional CRM software application – incorporating an integrated customer database and a full contact management suite – for supporting CRM, Marketing, Campaign Management and m-Commerce. The solution will include an email marketing system that allows personalisation, segmentation, dynamic content and tracking, or will have full integration to a third-party supplier’s solution that will form part of a joint bid.
In addition the solution must provide: –
A ‘Data Warehouse’ as a central repository for all customer-related information – for data generated within the CRM application itself or supplied from external (marketing/data-enrichment) companies.
‘Ticketing’ functionality to include walk-up and online ticket sales; season and membership tickets; seated ticketing for events; group and educational bookings, with admission statistics and flexible reporting etc
Fundraising and Membership Management that can support charitable donations, pledges, corporate donations, memberships and volunteers. Please note that in this context, individual donors, corporate donors, Trusts, Foundations, members and volunteers may all be considered to be ‘customers’ for the purposes of CRM.
Estimated cost excluding VAT:
Range: between 0 and 900 000 GBP
II.5)Common procurement vocabulary (CPV)

72000000, 72511000

II.6)Scheduled date for start of award procedures
II.7)Information about Government Procurement Agreement (GPA)
The contract is covered by the Government Procurement Agreement (GPA): no
II.8)Additional information:
The Contracting Authority intends to use an eTendering system in this procurement exercise and reserves the right to use a reverse auction.

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
This information will be contained in the descrpitive documents.
III.2)Conditions for participation
III.2.1)Information about reserved contracts

Section VI: Complementary information

VI.1)Information about European Union funds
VI.2)Additional information:
The Contracting Authority intends to use an eTendering system in this procurement exercise and reserves the right to use a reverse auction.
VI.3)Information on general regulatory framework

VI.4)Date of dispatch of this notice:20.12.2012

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