Contact Centre and CRM Tender

Contact Centre and CRM Tender

The supply and implementation of a new Contact Centre and student customer relationship management system.

United Kingdom-Hatfield: Customer Relation Management software package

2020/S 033-078677

Contract notice

Services

Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Official name: University of Hertfordshire
Postal address: MacLaurin Building, 4 Bishops Square, Hertfordshire
Town: Hatfield
NUTS code: UKH23
Postal code: AL10 8NE
Country: United Kingdom
Contact person: Procurement Department
E-mail: j.pickering@herts.ac.uk
Telephone: +44 1707284091

Internet address(es):Main address: https://in-tendhost.co.uk/universityofhertfordshire

I.2)Information about joint procurement

I.3)Communication

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

I.4)Type of the contracting authority

Body governed by public law

I.5)Main activity

General public services

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

Applicant, Student and Alumni CRM Project — 2020

Reference number: 20003

II.1.2)Main CPV code

48445000

II.1.3)Type of contract

Services

II.1.4)Short description:

The supply and implementation of a new Contact Centre and student customer relationship management (CRM) system for the University of Hertfordshire. There are 2 lots and tenderers may bid for either or both lots:

Lot 1: Multi-Channel Contact Centre;

Lot 2: Customer Relationship Management (CRM) System.

It is anticipated that the multi-channel service will provide the interface between external engagement services and the CRM system. It is anticipated that the CRM will the interfacing service and foundational database for customer information as collected from various internal and external sources. Please express interest and download the tender documents for full information.

II.1.5)Estimated total value

II.1.6)Information about lots

This contract is divided into lots: yes
Tenders may be submitted for all lots
II.2)Description

II.2.1)Title:

Multi-Channel Contact Centre

Lot No: 1

II.2.2)Additional CPV code(s)

48445000
48219300
72212445
48000000

II.2.3)Place of performance

NUTS code: UKH23
Main site or place of performance:

Hatfield, Hertfordshire, UNITED KINGDOM.

II.2.4)Description of the procurement:

Lot 1: Multi-channel Contact Centre for a new CRM system.

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

Duration in months: 60
This contract is subject to renewal: no

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

II.2)Description

II.2.1)Title:

Customer Relationship Management (CRM) System

Lot No: 2

II.2.2)Additional CPV code(s)

48445000
48219300
72212445
48000000

II.2.3)Place of performance

NUTS code: UKH23
Main site or place of performance:

Hatfield, Hertfordshire, UNITED KINGDOM.

II.2.4)Description of the procurement:

Applicant, student and alumni, customer relation management system.

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

Duration in months: 60
This contract is subject to renewal: no

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

List and brief description of conditions:

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

Section IV: Procedure

IV.1)Description

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: 16/03/2020
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:

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

IV.2.7)Conditions for opening of tenders

Date: 16/03/2020
Local time: 12:00
Place:

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:

Please go to the University’s eTendering website — https://in-tendhost.co.uk/universityofhertfordshire You should then click on the Current Tenders link where you can view the project details and, if the project is of further interest, express an interest and register your organisation with our eTendering system. Once your registration has been accepted and you have received your login details by email, you can login to view the full tender documentation by clicking on the My Tenders link.

Please note: if you have already registered on the University of Hertfordshire eTendering portal there is no need to re-register. Simply login using your existing details. An email to the buying organisation requesting inclusion is not acceptable.

VI.4)Procedures for review

VI.4.1)Review body

Official name: Crown Commercial Services
Town: Liverpool
Country: United Kingdom
VI.4.2)Body responsible for mediation procedures

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:
VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice:

12/02/2020