CRM and EDMS Tender

CRM and EDMS Tender

Housing Association CRM, EDMS, Self Service and Mobile Working Solution.

United Kingdom-Selkirk: Customer Relation Management software package

2014/S 171-303649

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

Scottish Borders Housing Association
South Bridge House, Whinfield Road
For the attention of: Bryony Stocker
TD7 5DT Selkirk
UNITED KINGDOM
Telephone: +44 1750724444
E-mail: enquiries@sbha.org.uk
Fax: +44 1750724445

Internet address(es):

General address of the contracting authority: www.sbha.org.uk

Address of the buyer profile: http://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA11442

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

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

Further information can be obtained from: Scottish Borders Housing Association
South Bridge House, Whinfield Road
For the attention of: Bryony Stocker
TD7 5DT Selkirk
UNITED KINGDOM
Telephone: +44 1750724444
E-mail: bstocker@sbha.org.uk
Fax: +44 1750724445
Internet address: www.sbha.org.uk

Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: Scottish Borders Housing Association
South Bridge House, Whinfield Road
For the attention of: Bryony Stocker
TD7 5DT Selkirk
UNITED KINGDOM
Telephone: +44 1750724444
E-mail: bstocker@sbha.org.uk
Fax: +44 1750724445
Internet address: www.sbha.org.uk

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 agency/office

I.3)Main activity

Housing and community amenities

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:

Housing Association CRM, EDMS, Self Service and Mobile Working Solution.

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
Main site or location of works, place of delivery or of performance: Scottish Borders.

NUTS code UKM24

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)

SBHA requires a number of technology elements with the combined goal of increasing customer satisfaction with contact handling and reducing contact handling costs as well as enabling top quartile service delivery across the organisation. These elements are as follows:
CRM – customer relationship management (CRM) system to enable a fully informed single point of contact and provide end to end case management.
Workflow – a system that will automate and monitor business processes without manual intervention.
Electronic Document Management System (EDMS) – a centralised corporate document repository.
Web and self-service – channel designed to enable tenants and other stakeholders to answer their own queries.
Mobile working – facilities to enable remote and mobile working to minimise travel, deliver services at the preferred point of contact.

Note: To register your interest in this notice and obtain any additional information please visit the Public Contracts Scotland Web Site athttp://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=318585

The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available athttp://www.publiccontractsscotland.gov.uk/sitehelp/help_guides.aspx.

Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems.

II.1.6)Common procurement vocabulary (CPV)

4844500048311000

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

The contract is covered by the Government Procurement Agreement (GPA): yes

II.1.8)Lots

This contract is divided into lots: no

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:

It is expected that service provision will commence in February 2015. It is expected that the contract will last for 7 years. The budgeted spend for the first 2 years of the project implementation including software acquisition, professional services/implementation, training, support and maintenance plus any other associated costs is in the region of 185 000 GBP including VAT. Ongoing maintenance and support post implementation will be required for a minimum of 5 years and the budgeted spend for this maintenance-only period of the project implementation is around 16 000 GBP per annum including VAT.
Estimated value excluding VAT: 220 000 GBP

II.2.2)Information about options

Options: no

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: 84 (from the award of the contract)

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:

The Procurement Directives expressly allow providers to form consortia to submit bids, which means that a consortium cannot be excluded because it has not yet formed a legal entity. However, SBHA requires that a consortium which is awarded a contract must form a legal entity before entering into the contract.

III.1.4)Other particular conditions

The performance of the contract is subject to particular conditions: yes
Description of particular conditions: These will be detailed in the ITT.
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: (1) All candidates will be required to produce a certificate or declaration demonstrating that they are not bankrupt or the subject of an administration order, are not being wound-up, have not granted a trust deed, are not the subject of a petition presented for sequestration of their estate, have not had a receiver, manager or administrator appointed and are not otherwise apparently insolvent.
(2) All candidates will be required to produce a certificate or declaration demonstrating that the candidate, their directors, or any other person who has powers of representation, decision or control of the candidate has not been convicted of conspiracy, corruption, bribery, or money laundering. Failure to provide such a declaration will result in the candidate being declared ineligible and they will not be selected to participate in this procurement process.
(3) All candidates will be required to produce a certificate or declaration demonstrating that they have not been convicted of a criminal offence relating to the conduct of their business or profession.
(4) All candidates will be required to produce a certificate or declaration demonstrating that they have not committed an act of grave misconduct in the course of their business or profession.
(5) All candidates must comply with the requirements of the State in which they are established, regarding registration on the professional or trade register.
(6) Any candidate found to be guilty of serious misrepresentation in providing any information required, may be declared ineligible and not selected to continue with this procurement process.
(7) All candidates will have to demonstrate that they are licensed, or a member of the relevant organisation, in the State where they are established, when the law of that State prohibits the provision of the services, described in this notice, by a person who is not so licensed or who is not a member of the relevant organisation.
(8) All candidates will be required to produce a certificate or declaration demonstrating that they have fulfilled obligations relating to the payment of social security contributions under the law of any part of the United Kingdom or of the relevant State in which the candidate is established
(9) All candidates will be required to produce a certificate or declaration demonstrating that they have fulfilled obligations relating to the payment of taxes under the law of any part of the United Kingdom or of the relevant State in which the economic operator is established.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: (1) All candidates will be required to provide a reference from their bank.
(2) All candidates will be required to provide evidence of relevant professional risk indemnity insurance.
(3) All candidates will be required to provide a statement, covering the 3 previous financial years including the overall turnover of the candidate and the turnover in respect of the activities which are of a similar type to the subject matter of this notice.
(4) All candidates will be required to provide statements of accounts or extracts from those accounts relating to their business.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
(1) A statement of the candidate’s average annual number of staff and managerial staff over the previous 3 years
(2) Details of the educational and professional qualifications of their managerial staff; and those of the person(s) who would be responsible for providing the services or carrying out the work or works under the contract;
(3) All candidates will be required to provide certification from an independent body attesting conformity to environmental management standards in accordance with the Community Eco-Management and Audit Scheme (EMAS); or the European standard BS EN ISO 14001.
(4) All candidates will be required to provide certification drawn up by an independent body attesting the compliance of the economic operator with quality assurance standards based on the relevant European standards.
(5) Certificates drawn up by official quality control institutes or agencies of recognised competence attesting the conformity of products clearly identified by references to specifications or standards.
(6) Samples, descriptions and/or photographs, the authenticity of which must be certified if the contracting authority so requests.
(7) A statement of the principal goods sold or services provided by the supplier or the services provider in the past 3 years, detailing the dates on which the goods were sold or the services provided; the consideration received; the identity of the person to whom the goods were sold or the services were provided
(8) A check may be carried out by the contracting authority or by a competent official body of the State in which the candidate is established, to verify the technical capacity of the candidate; and if relevant, on the candidates study and research facilities and quality control measures;
(9) A statement of the candidate’s technical facilities; measures for ensuring quality; and their study and research facilities;
(10) An indication of the proportion of the contract which the services provider intends possibly to subcontract.
(11) A statement of the technicians or technical services available to the candidate to carry out the work under the contract; or be involved in the production of goods or the provision of services under the contract; particularly those responsible for quality control, whether or not they are independent of the candidate.
(12) A statement of the tools, plant or technical equipment available to the service provider or contractor for carrying out the contract.
(13) A list of works carried out over the past 5 years, detailing the value of the consideration received; when and where the work or works were carried out; and whether they were carried out according to the rules of the trade or profession and properly completed.
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

Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: yes

Section IV: Procedure

IV.1)Type of procedure

IV.1.1)Type of procedure

Restricted

IV.1.2)Limitations on the number of operators who will be invited to tender or to participate

Envisaged number of operators: 5
Objective criteria for choosing the limited number of candidates: The completed questionnaires will be marked by a panel of officers from SBHA with the information being used in the following ways:
— For Information Only (information is not assessed but must be completed in full),
— Pass / Fail (the response to each section or question is assessed as pass or fail),
— Scoring (the response to each question receives a score, weighted as indicated).
Sections of the PQQ will be assessed as follows:
Section Assessment
A Organisation Information For Information Only
B Financial Details Pass / Fail based on whether SBHA can consider the potential provider an acceptable financial risk
C Contractual Matters Pass / Fail based on whether SBHA can consider the potential provider an acceptable contractual risk
D Technical or Professional Ability Scored
E Health and Safety Pass / Fail, depending on whether SBHA considers the response to each question to be appropriate
F Equal Opportunities and Staffing Pass / Fail, depending on whether SBHA considers the response to each question to be appropriate
For scored sections marks will be allocated to responses as outlined in the table below:
% Points Criteria,
0 % No response,
20 % Complete failure to grasp/reflect the core issue,
40 % Reflects limited understanding/misses some aspects,
60 % Reflects adequate understanding of all issues and aspects,
80 % Good understanding and interpretation of requirements,
100 % Excellent understanding and interpretation; innovate and proactive with sound strategy.
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
IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

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

7.10.2014 – 12:00

IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates

14.10.2014

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

Section VI: Complementary information

VI.1)Information about recurrence
VI.2)Information about European Union funds

VI.3)Additional information

(SC Ref:318585).
VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures
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:

4.9.2014