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
Prior information notice
Section I: Contracting authority
17 Nobel House
For the attention of: Karen Dobson
SW1P 3JR London
Telephone: +44 2075366
General address of the contracting authority: www.defra.go.uk
Further information can be obtained from: The above mentioned contact point(s)
Section II.B: Object of the contract (Supplies or services)
Kew , Richmond, Surrey and Haywards Heath , Sussex.
NUTS code UKJ
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
Section III: Legal, economic, financial and technical information
Section VI: Complementary information
VI.4)Date of dispatch of this notice:20.12.2012