Customer Relationship Management System Framework

Customer Relationship Management System Framework

Implement a CRM solution ready for delivery to all front line customer contact teams across the Council and its partners, including the contact centre and customer access points.

United Kingdom-Stretford: Software package and information systems

2013/S 238-414072

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

Trafford Council
Strategic Procurement, 1st Floor, Trafford Town Hall
For the attention of: Paul Maynard
M32 0TH Stretford
UNITED KINGDOM
Telephone: +44 1619121284
E-mail: paul.maynard@trafford.gov.uk

Internet address(es):

General address of the contracting authority: http://www.trafford.gov.uk/residents/residents.aspx

Address of the buyer profile: www.the-chest.org.uk

Further information can be obtained from: www.the-chest.org.uk
Please send a request for any further information (that is not included in the ITT documents) via the e-tender portal www.the-chest.org.uk

Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: www.the-chest.org.uk
Specifications and additional documents can be obtained at www.the-chest.org.uk

Tenders or requests to participate must be sent to: www.the-chest.org.uk
Tenders or requests to participate must be sent via the e-tender portal www.the-chest.org.uk In the event that Tenderers believe that they are unable to submit a Tender through the electronic system or require assistance or further information to be able to use the e-tendering process they must contact the Procuring Officer no later than 4 calendar days before the submission date for the Tender to enable any technical queries to be investigated and resolved.

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: yes

Section II: Object of the contract

II.1)Description
II.1.1)Title attributed to the contract by the contracting authority:
Customer Relationship Management System Framework.
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: Greater Manchester/North West.
NUTS code UKD
II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
The notice involves the establishment of a framework agreement
II.1.4)Information on framework agreement
Framework agreement with a single operator
Duration of the framework agreementDuration in years: 4
Estimated total value of purchases for the entire duration of the framework agreement

Estimated value excluding VAT: 50 000 000 GBP

II.1.5)Short description of the contract or purchase(s)
Contract for a Customer Relationship Management implementation partner.
The Council is seeking the following from a partner:
– Implement a CRM solution ready for delivery to all front line customer contact teams across the Council and its partners, including the contact centre and customer access points
– Associated implementation and development services for integration
– Provide the Council and its enterprises with the capability to be self-sufficient through knowledge transfer and the appropriate choice and application of technology and process
– Partnership arrangement in the development of intellectual property for a multi-agency customer services solution
– Proven experience in deploying a solution for a local authority preferably in partnership with other public sector organisations
– Call-off arrangements for related software and services for the provision of a Customer Services solution
– Innovative solutions with a rapid return on investment based on previous engagements
– Experience in utilising and mentoring the client in an agile methodology approach
In addition, optional services may be taken up at the Council‘s discretion:
– Business re-engineering and change management support for relevant council and any potential future partner.
– Hosting provision for related software and services
– Maintenance and application support services for related software and services
It is anticipated that the immediate call-off from the Framework will be as follows:
– Product 1 – Scope Confirmation and Phasing
– Product 2 – CRM System and Integration Foundation
– Product 3 – Single Customer View Foundation
– Product 4 – Digital Channel Self-Service
Further products may be taken dependent upon partner responses and capability.
– Product 5 – Customer Account
– Product 6 – Further Services 1
– Product 7 – Further Services 2
Additionally, optional Products may be commissioned from the supplier:
– Product 8 – Business re-engineering and change management support for the project
– Product 9 – Hosting provision for the CRM platform
– Product 10 – Maintenance and application support services for related software and services
The Framework Agreement will be for a period of four years from the date of award. Public sector bodies within the North West of the UK will be entitled to call-off under the terms of the framework, this includes (but not exclusive to);
AGMA Members: Bolton Council; Bury Council; Manchester CC; Oldham Council; Rochdale MBC; Salford CC; Stockport MBC; Tameside MBC; Trafford Council; Wigan Council.
AGMA Associate Members: Blackburn with Darwen BC; Blackpool Council; Cheshire East Council; Warrington BC; Greater Manchester Fire and Rescue Authority; Transport for Greater Manchester; Greater Manchester Police Authority; Greater Manchester Waste Disposal Authority.
Clinical Commissioning Groups North West: Eastern Cheshire, Vale Royal, South Cheshire, Warrington, West Cheshire, Wirral, Cumbria, Wigan Borough, Bolton, Bury, Heywood Middleton & Rochdale, North Manchester, Central Manchester, South Manchester, Oldham, Salford, Stockport, Tameside and Glossop, Trafford, Blackburn with Darwen, Blackpool, Greater Preston,
Chorley and South Ribble, West Lancashire, East Lancashire, Lancashire North, Fylde and Wyre, St Helens NHS Halton, Knowsley, Liverpool, South Sefton, Southport and Formby
Other Local Health authorities within the North West (UK)
The Framework Agreement provides the opportunity to extend the Trafford Council model to a wider public sector within the North West of England. It may be possible for citizens in this region to have their service and information requests managed by the same common platform. This opens up significant opportunities to standardise platforms, simplify processes, share best practice and build capacity within the region.
II.1.6)Common procurement vocabulary (CPV)

48000000, 72000000

II.1.7)Information about Government Procurement Agreement (GPA)
The contract is covered by the Government Procurement Agreement (GPA): yes
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:
Estimated value excluding VAT: 50 000 000 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

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:
The contracting authority reserves the right to require deposits, guarantees, bonds or other forms of appropriate security.
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
As per Tender documentation.
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
As per Tender documentation.
III.1.4)Other particular conditions
The performance of the contract is subject to particular conditions: yes
Description of particular conditions: As per Tender documentation.
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: As per Tender documentation.
III.2.2)Economic and financial ability
Information and formalities necessary for evaluating if the requirements are met: As per Tender documentation.
Minimum level(s) of standards possibly required: As per Tender documentation.
III.2.3)Technical capacity
Information and formalities necessary for evaluating if the requirements are met:
As per Tender documentation.
Minimum level(s) of standards possibly required:
As per Tender 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
Open
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate
IV.1.3)Reduction of the number of operators during the negotiation or dialogue
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:
NWCE-9E3JF7
IV.3.2)Previous publication(s) concerning the same contract
IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document
Time limit for receipt of requests for documents or for accessing documents: 27.1.2014 – 09:00
Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate
27.1.2014 – 12:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates
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
in days: 90 (from the date stated for receipt of tender)
IV.3.8)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence
VI.2)Information about European Union funds
VI.3)Additional information
To access and download the tender documents Tenderers are required to be registered on the CHEST portal on the following link –
www.the-chest.org.ukOnce registered,the tender documents will be available for companies to download. You will find the tender documents by looking under Trafford Council in the Current Opportunites section.
Tenders are to be returned by uploading onto the CHEST Portal.
Tenderers are required to comply with the instructions in the tender documents.
The framework will be for 4 year period. It is expected that the framework will commence on 24.2.2014.
Closing date and time for the submission of tenders is NOON on 27.1.2014.
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:6.12.2013

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