Tender for Replacement Customer Relationship Management System

Tender for Replacement Customer Relationship Management System

The requirement is for Web Forms with a Customer Database to replace the current, long established, Customer Relationship Management system.

United Kingdom-Bury: Software package and information systems

2017/S 089-173986

Contract notice


Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Bury Council
Town Hall, Knowsley Street
United Kingdom
Contact person: Mr Malcolm Shaft
Telephone: +44 1612536176
E-mail: m.g.shaft@bury.gov.uk
NUTS code: UK
Internet address(es):Main address: http://www.bury.gov.uk/

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

I.2)Joint procurement


The procurement documents are available for unrestricted and full direct access, free of charge, at: www.the-chest.org.uk
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: www.the-chest.org.uk

I.4)Type of the contracting authority

Regional or local authority

I.5)Main activity

General public services

Section II: Object

II.1)Scope of the procurement


Web Forms with a Customer Database.

Reference number: DN263107

II.1.2)Main CPV code


II.1.3)Type of contract


II.1.4)Short description:

The requirement is for Web Forms with a Customer Database to replace the current, long established, Customer Relationship Management (CRM) system.

II.1.5)Estimated total value

II.1.6)Information about lots

This contract is divided into lots: no
II.2.2)Additional CPV code(s)

II.2.3)Place of performance

NUTS code: UK

II.2.4)Description of the procurement:

Bury Council is seeking to replace its long established Customer Relationship Management (CRM) system. The replacement system will be required to manage customer contact via the Council’s Self Serve website, a dedicated customer contact centre and number of reception areas across the borough.

The system will be required to manage a broad spectrum of services across the whole of the council’s portfolio and will need to achieve deep integration with numerous back office systems, third party systems and other supporting applications.

In addition to taking information from the customer, the system should also be capable of delivering status updates, details of previously reported incidents etc. The system should be underpinned by a database that can provide a ‘customer view’ to contact centre staff and historical information to customers via a customer portal.

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

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

Start: 20/07/2017
End: 20/07/2020
This contract is subject to renewal: yes
Description of renewals:

Option to extend for a further 2 x 12 month periods.

II.2.10)Information about variants

Variants will be accepted: yes

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
III.1.3)Technical and professional ability
III.1.5)Information about reserved contracts
III.2)Conditions related to the contract
III.2.2)Contract performance conditions:
III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure


IV.1.1)Type of procedure

Open procedure
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
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: 07/06/2017
Local time: 12:00
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

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

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

IV.2.7)Conditions for opening of tenders

Date: 07/06/2017
Local time: 15:00

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

Bury Council
Town Hall, Knowsley Street
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:



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