eCRM Database Tender

eCRM Database Tender

We are seeking a complete single view of the customer using all of our data sources (web bookings, customer service information, third party data and social media interactions – currently held in different platforms).

United Kingdom-London: Advertising and marketing services

2016/S 152-276437

Contract notice – utilities

Services

Directive 2004/17/EC

Section I: Contracting entity

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

Go Ahead Group Holding
4 Matthew Parker Street
For the attention of: Elise Shuker
SW1H 9NP London
United Kingdom
Telephone: +44 7794239394
E-mail: elise.shuker@go-ahead.com

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

Specifications and additional documents (including documents for 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)Main activity

Railway services

I.3)Contract award on behalf of other contracting entities

The contracting entity is purchasing on behalf of other contracting entities: yes

Govia Thameslink Railway
London
EC3R 8AJ
United Kingdom

London & South Eastern Railway
London
SE1 8PG
United Kingdom

London and Birmingham Railway
Birmingham
B2 4JB
United Kingdom

Section II: Object of the contract

II.1)Description

II.1.1)Title attributed to the contract by the contracting entity:

ECRM and SCV Database.

II.1.2)Type of contract and location of works, place of delivery or of performance

Services
Service category No 27: Other services

NUTS code UK

II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
II.1.4)Information on framework agreement

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

We are seeking a complete single view of the customer using all of our data sources (web bookings, customer service information, third party data and social media interactions — currently held in different platforms) to improve understanding and knowledge of our customers and ensure better customer engagement across our communications, in particular eCRM. We are therefore looking for a solution that connects all of our data sources and customers together into a single customer view to enable 1-to-1 communications and 1 to many communications, learn more about the triggers that will cause a customer to disengage with each of our brands and better understand our customer relationships. The solution needs to be able to support a number of actions: interrogation of the data to get insights into customers; interpretation of the data for individual customers for individual departments to provide improved communication for these customers, e.g. customer services; and manipulation of data to ensure departments gain key insights into individual customers. All data must be displayed in 1 single place with easy access for individual departments to communicate easily with customers, display historic data and new data about individual customers and interactions across all channels.

II.1.6)Common procurement vocabulary (CPV)

79340000

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

II.1.8)Information about lots

This contract is divided into lots: yes
Tenders may be submitted for one lot only

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:

The solution needs to hold bus and rail data from the main GAGH operating companies and enable the addition of new rail or bus operating companies to provide 1 single view of the customer and their activity across channels.
Rail:
Southern Gatwick;
Great Northern;
Thameslink;
London Midland;
South-eastern.
Bus:
Brighton and Hove;
Go North East;
Metrobus;
Go South Coast;
Oxford Bus Company;
Plymouth City Bus;
Thames Travel;
Konnect Bus.
Identified Data Sources for inclusion within the SCV creation:
— Current eCRM database (4m);
— Booking Engine;
— ATOC (Rail) includes Rail-card data;
— Key — Smart-card includes data from online, retail, on-bus and office sales;
— Customer Service and Complaint systems, delay repay for rail;
— Web — Views, abandoned basket, web browser abandonment, transactional data;
— Competition and Surveys and 1-off lists;
— Social — Twitter, Facebook;
— Competition and Surveys, 1-off bought lists;
— Wi-Fi;
— Service Alert History;
— Car Parking Partner;
— Mobile ticketing — bus;
— Apps;
— Gold cards and season tickets.
Estimated value excluding VAT
Range: between 35 000 and 500 000 GBP
II.2.2)Information about options

II.2.3)Information about renewals

This contract is subject to renewal: no

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

Duration in months: 24 (from the award of the contract)

Information about lots

Lot No: 1 Lot title: Single Customer View Database (incl. eCRM)

1)Short description:

The aim is to source a complete single view of the customer using all of our data sources (web bookings, customer service information and social media interactions — currently held in different platforms).

2)Common procurement vocabulary (CPV)

79340000

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
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

Information and formalities necessary for evaluating if the requirements are met: These will be set out in the PQQ documents that will be issued using our E-Tendering tool IASTA.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: These will be set out in the PQQ documents that will be issued using our E-Tendering tool IASTA.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met: These will be set out in the PQQ documents that will be issued using our E-Tendering tool IASTA.
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
IV.2)Award criteria

IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated in the specifications or in the invitation to tender or to negotiate

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 entity:

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

no

IV.3.3)Conditions for obtaining specifications and additional documents(except for a DPS)

Time limit for receipt of requests for documents or for accessing documents: 27.7.2016

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

12.8.2016

IV.3.5)Language(s) in which tenders or requests to participate may be drawn up

English.
IV.3.6)Minimum time frame during which the tenderer must maintain the tender
IV.3.7)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:
VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: The Utility will incorporate a standstill period at the point information on the award of the contract is communicated to tenderers. That notification will provide full information on the award decision. The standstill period, which will be for a minimum period of 10 calendar days, provides time for unsuccessful tenderers to challenge the award decision before a contract is entered into. The Utilities Regulations 2006 (SI 2006/6) provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the Regulations to take action in the High Court (England, Wales and Northern Ireland).
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:

4.8.2016

 

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