Supply Software as a Service Customer Contact Management Solution

The contact management solution shall be fully integrated to the Customers’ systems infrastructure and based upon cloud technology.

United Kingdom-London: Software package and information systems

2017/S 163-336225

Contract notice

Services

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

One Housing Group Limited
232075135
100 Chalk Farm Road
London
NW1 8EH
United Kingdom
Contact person: David Golledge
Telephone: +49 7747568205
E-mail: dgolledge@onehousing.co.uk
NUTS code: UKI

Internet address(es):Main address: http://www.onehousing.co.uk/

Address of the buyer profile: http://www.onehousing.co.uk/

I.2)Joint procurement

I.3)Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at: https://xantive.supplierselect.com

Additional information can be obtained from the abovementioned address

Tenders or requests to participate must be submitted to the abovementioned address

Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at: https://xantive.supplierselect.com

I.4)Type of the contracting authority

Body governed by public law

I.5)Main activity

Housing and community amenities

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

Provision of a Software as a Service Customer Contact Management (CCM) Solution.

Reference number: 013-DG-OHG

II.1.2)Main CPV code

48000000

II.1.3)Type of contract

Services

II.1.4)Short description:

Provision of system integration and delivery of a comprehensive Customer Contact Management solution (CCM).

The CCM solution shall be fully integrated to the Customers’ systems infrastructure and based upon cloud technology, Software as a Service (SaaS) and Platform as a Service (PaaS) technology.

Requirement that the CCM system shall be based upon a Commercial of the Shelf (COTS) solution thereby minimising any customisation.

The Supplier will provide design, configuration, integration, installation, test, maintain and support the solution for up to five (5) years.

II.1.5)Estimated total value

Value excluding VAT: 400 000.00 GBP

II.1.6)Information about lots

This contract is divided into lots: no

II.2)Description

II.2.1)Title:

II.2.2)Additional CPV code(s)

48517000

48210000

48219700

48223000

48510000

48811000

50300000

50330000

50334400

72000000

72200000

72210000

72211000

72212000

72212200

72212223

72212445

72212510

72224100

72226000

72227000

72253000

72253100

72253200

72254000

72254100

72261000

72263000

72265000

72267000

72268000

72267200

II.2.3)Place of performance

NUTS code: UKI

II.2.4)Description of the procurement:

Provision of system integration and delivery of a comprehensive Customer Contact Management solution (CCM).

The Supplier will provide design, configuration, integration, installation, test, maintain and support the solution for up to five (5) years.

The requirements involve the provision of a Customer Contact Management (CCM) system and platform based within the cloud. The system will include the following key features (Note: All features may not be adopted immediately):

Universal Queue

Multichannel

Self Service

Telephony

Chat functionality

Web Call-back

Social Media (Twitter & Facebook)

SMS

Wallboards

Enhanced Reporting capabilities

CRM integration via API’s

PCI DSS Call Recording

Operator Console (Switchboard)

Provide a Universal Agent queue for all media

Provide an overall enhanced customer experience, increased satisfaction

Replacement of the existing End of Life Avaya telephony platform that provides current Automatic Call Distribution for the business

A solution that has a clear defined product roadmap

A Skype for Business certified Customer Contact Management solution to allow inter-system operability

A pay as you use service, turn features on/off as required

Enable a mobile workforce

Provide an intuitive end user desktop display which will allow drag and drop of routine tasks

Enhanced Reporting capabilities

Description of the requirements including specified functional / non-functional requirements is available with the published procurement documents.

II.2.5)Award criteria

Price is not the only award criterion and all criteria are stated only in the procurement documents

II.2.6)Estimated value

Value excluding VAT: 400 000.00 GBP

II.2.7)Duration of the contract, framework agreement or dynamic purchasing system

Start: 01/02/2018

End: 31/01/2023

This contract is subject to renewal: no

II.2.9)Information about the limits on the number of candidates to be invited

Envisaged number of candidates: 5

Objective criteria for choosing the limited number of candidates:

Criteria specified in the procurement documents available to all interested suppliers.

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: no

II.2.12)Information about electronic catalogues

II.2.13)Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: no

II.2.14)Additional information

Section III: Legal, economic, financial and technical information

III.1)Conditions for participation

III.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers

III.1.2)Economic and financial standing

Selection criteria as stated in the procurement documents

III.1.3)Technical and professional ability

Selection criteria as stated in the procurement documents

III.1.5)Information about reserved contracts

III.2)Conditions related to the contract

III.2.1)Information about a particular profession

III.2.2)Contract performance conditions:

III.2.3)Information about staff responsible for the performance of the contract

Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract

Section IV: Procedure

IV.1)Description

IV.1.1)Type of procedure

Competitive procedure with negotiation

IV.1.3)Information about a framework agreement or a dynamic purchasing system

IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue

Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated

IV.1.5)Information about negotiation

The contracting authority reserves the right to award the contract on the basis of the initial tenders without conducting negotiations

IV.1.6)Information about electronic auction

IV.1.8)Information about the Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: yes

IV.2)Administrative information

IV.2.1)Previous publication concerning this procedure

IV.2.2)Time limit for receipt of tenders or requests to participate

Date: 25/09/2017

Local time: 12:00

IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

Date: 29/09/2017

IV.2.4)Languages in which tenders or requests to participate may be submitted:

English

IV.2.6)Minimum time frame during which the tenderer must maintain the tender

Duration in months: 3 (from the date stated for receipt of tender)

IV.2.7)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no

VI.2)Information about electronic workflows

VI.3)Additional information:

VI.4)Procedures for review

VI.4.1)Review body

One Housing Group Limited
London
United Kingdom

VI.4.2)Body responsible for mediation procedures

VI.4.3)Review procedure

VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice:

24/08/2017

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Supply Software as a Service Customer Contact Management Solution

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