Support, Maintenance and Development of CRM System

Support, Maintenance and Development of CRM System

The London Borough of Hillingdon (LBH) setup a Contact Centre in April 2002. The Onyx OneServe Customer Relationship Management (CRM) system was setup and configured to LBH requirements and went live in the Contact Centre in August 2005. This tender seeks to engage a suitable supplier to provide support, maintenance and development of the CRM system.

UK-Uxbridge: Software package and information systems

2013/S 013-017244

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

London Borough of Hillingdon
Civic Centre, High Street
For the attention of: Dan Gaiger
UB8 1UW Uxbridge
UNITED KINGDOM
Telephone: +44 1895250111

Internet address(es):

General address of the contracting authority: www.hillingdon.gov.uk

Electronic access to information: www.supply4london.gov.uk

Electronic submission of tenders and requests to participate: www.supply4london.gov.uk

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

Specifications and additional documents (including documents for competitive dialogue and 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)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: no

Section II: Object of the contract

II.1)Description
II.1.1)Title attributed to the contract by the contracting authority:
Support, Maintenance and Development of CRM System
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
NUTS code UKI23
II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
The notice involves a public contract
II.1.4)Information on framework agreement
II.1.5)Short description of the contract or purchase(s)
Software package and information systems. Business transaction and personal business software package. Financial analysis and accounting software package. Customer Relation Management software package. The London Borough of Hillingdon (LBH) setup a Contact Centre in April 2002. The Onyx OneServe Customer Relationship Management (CRM) system was setup and configured to LBH requirements and went live in the Contact Centre in August 2005. This tender seeks to engage a suitable supplier to provide support, maintenance and development of the CRM system.
II.1.6)Common procurement vocabulary (CPV)

48000000, 48400000, 48440000, 48445000

II.1.7)Information about Government Procurement Agreement (GPA)
The contract is covered by the Government Procurement Agreement (GPA): no
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:
II.2.2)Information about options
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:
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: The Authority will apply all the offences listed in Article 45(1) of Directive 2004/18/EC (implemented as Regulation 23(1) of the Public Contract Regulations (PCR) 2006 in the UK) and all of the professional misconducts listed at Article 45(2) of Directive 2004/18/EC (see also Regulation 23(2) in the PCR 2006) to the decision of whether a Candidate is eligible to be invited to tender.
A full list of the Regulation 23(1) and 23(2) criteria are at http://www.supply4london.gov.uk/delta/project/reasonsForExclusion.html#pcr

Candidates will be required to answer these questions as part of the qualification process. For candidates who are registered overseas, you will need to declare if you have any offences/misconduct under your own countries laws, where these laws are equivalent to the Regulation 23 lists.
Candidates who have been convicted of any of the offences under Article 45(1) are ineligible and will not be selected to bid, unless there are overriding requirements in the general interest for doing so.
Candidates who are guilty of any of the offences, circumstances or misconduct under Article 45(2) may be excluded from being selected to bid at the discretion of the Authority.

III.2.2)Economic and financial ability
III.2.3)Technical capacity
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:
IV.3.2)Previous publication(s) concerning the same contract
no
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: 22.2.2013 – 16:00
Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate
25.2.2013 – 14:00
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
IV.3.8)Conditions for opening of tenders
Persons authorised to be present at the opening of tenders: no

Section VI: Complementary information

VI.1)Information about recurrence
VI.2)Information about European Union funds
The contract is related to a project and/or programme financed by European Union funds: no
VI.3)Additional information
Suppliers must read through this set of instructions and follow the process to respond to this opportunity.
The information and/or documents for this opportunity are available on procure4london.com.
You must register on this site to respond, if you are already registered you will not need to register again, simply use your existing username and password. Please note there is a password reminder link on the homepage.
Suppliers must log in, go to your Response Manager and add the following Access Code: P3KJZB8PQB.
Please ensure you follow any instruction provided to you here.
The deadline for submitting your response(s) is 25.2.2013. Please ensure that you allow yourself plenty of time when responding to this opportunity prior to the closing date and time, especially if you have been asked to upload documents.
If you experience any technical difficulties please contact the Procure4london Helpdesk on call +44 8452707098 or email helpdesk@procure4london.com

GO Reference: GO-2013115-PRO-4515653.

VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures

London Borough of Hillingdon
Civic Centre, High Street
UB8 1UW Uxbridge
UNITED KINGDOM
Telephone: +44 1895250111
Internet address: www.hillingdon.gov.uk

Body responsible for mediation procedures

London Borough of Hillingdon
Civic Centre, High Street
UB8 1UW Uxbridge
UNITED KINGDOM
Telephone: +44 1895277682
Internet address: www.hillingdon.gov.uk

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:15.1.2013

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