CRM Software Tender for Nottingham City Homes

Nottingham: software package and information systems

CRM Software Tender for Nottingham City Homes – CRM Procurement.

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

Nottingham City Homes
Beechdale Court
Contact point(s): procurement.team@nottinghamcityhomes.org.uk
NG8 3LH Nottingham
UNITED KINGDOM
Telephone: +44 1158762088
E-mail: procurement.team@nottinghamcityhomes.org.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

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:

CRM Procurement.

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 UKF14

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. The scope of the requirement is for a CRM solution which will support all customer access channels and which is closely integrated with NCH’s line of business systems that will support Customer Relationship Management requirements across the whole organisation. Broadly, the scope of the requirement for the CRM system covers the provision of a Customer Relationship Management system with:
— Customer profile information,
— Knowledge Management / knowledge base facilities,
— Integrated customisable scripting and Workflow System,
— Case Management, including a hierarchical complaint process with reminders and escalation,
— Process Improvement information capturing,
— Appointments Management System to book and manage appointments for staff in response to customer calls,
— Campaign Management,
— Integration (data and application) Ultimately, the solution needs to be capable of supporting the whole business.
To this end, the evaluation process will take into account potential future requirements across the whole of NCH’s business and so will consider the richness and completeness beyond the initial projects requirement.

II.1.6)Common procurement vocabulary (CPV)

48000000

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
II.2)Quantity or scope of the contract
II.2.1)Total quantity or scope:

NCH is essentially a ‘Microsoft house’ delivering mainly Windows XP desktops logging on to an Active Directory 2003 schema. Productivity is based on Microsoft Office (2003 being the standard with a small number of users on 2007). A migration to Windows 7 and Office 2007/10 is expected within the next 12 months.
The core network is centred at Nottingham City Council’s (NCC) main office (Loxley House) with fixed links to other sites across the City. Networking equipment is from Cisco. Within the LAN, VLANs are utilised to assist with traffic separation and management. Connectivity to the internet is via a dedicated line from Virgin Media who serve as NCC’s ISP. Some externally accessed services are hosted within the DMZ.
Servers are a mixture of virtualised (hosted on VMWare ESX3i) and physical. Generally, all new installations are virtualised except where this is impractical, technically a poor option (performance degradation) or cost prohibitive.
Applications are a mixture of web-based and more traditional server/client models with client software installed on the user’s desktop.
The scope of the requirement is for a CRM solution which will support all customer access channels and which is closely integrated with NCH’s line of business systems that will support Customer Relationship Management requirements across the whole organisation.
Broadly, the scope of the requirement for the CRM system covers the provision of a Customer Relationship Management system with:
— Customer profile information,
— Knowledge Management / knowledge base facilities,
— Integrated customisable scripting and Workflow System,
— Case Management, including a hierarchical complaint process with reminders and escalation,
— Process Improvement information capturing,
— Appointments Management System to book and manage appointments for staff in response to customer calls,
— Campaign Management,
— Integration (data and application).
Ultimately, the solution needs to be capable of supporting the whole business. To this end, the evaluation process will take into account potential future requirements across the whole of NCH’s business and so will consider the richness and completeness beyond the initial projects requirement.
At a later stage, the successful Provider may be requested to supply additional services by negotiation. This may include (but is not limited to) changes and additions to system functionality, additional licences, additional integration work, business process re-engineering and workflow processing.
Estimated value excluding VAT:
Range: between 250 000 and 350 000 GBP

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:

Details of any deposits, guarantees or bonds required by the Contracting Authority will be set out in the Contract Documents.

III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

Details of any conditions or arrangements required by the contracting authorities will be set out in the contract documents.

III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

Consortium bids must state in their documents that the bidding members are a consortium. Nottingham City Homes reserves the right to require a lead consultant to undertake primary contracting liability or to require that one or more parties are jointly and severally liable.

III.1.4)Other particular conditions

The performance of the contract is subject to particular conditions: yes
Description of particular conditions: Applicants who satisfy any of the criteria for rejection as set out in Regulation 23(1), Public Contracts regulations 2006 shall be treated as ineligible. Applicants may be requested to provide such evidence as is reasonably necessary to allow Nottingham City Homes to establish that the afore mentioned criteria do not apply to them.

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: (a) Is bankrupt or is being wound up, where his affairs are being administered by the court, where he has entered into an arrangement with creditors, where he has suspended business activities or is in any analogous situation arising from a similar procedure under national laws and regulations
(b) Is the subject of proceedings for a declaration of bankruptcy, for an order for compulsory winding up or administration by the court or of an arrangement with creditors or of any other similar proceedings under national laws and regulations
(c) Has been convicted by a judgement which has he force of res judicata in accordance with the legal provisions of the country of any offence concerning his professional conduct
(d) Has been guilty of grave professional misconduct proven by ay means which the contracting authorities can demonstrate
(e) Has not fulfilled obligations relating to the payment of social security contributions in accordance with the legal provisions of the country in which he is established or with those of the country of the contracting authority
(f) Has not fulfilled obligations relating to the payment of taxes in accordance with the legal provisions of the country in which he is established or with those of the country of the contracting authority
(g) Is guilty of serious misrepresentation in supplying the information required under this section or has not supplied such information
(h) Has been the subject of a conviction for participation in a criminal organisation as defined in Article 2(1) of Council Joint Action 98/733/JHA
(i) Has been the subject of a conviction for corruption, as defined in Article 3 of the Council Act of 26.5.1972 and Article 3(1) of Council Joint Action 98/742/JHA3 respectively
(j) Has been the subject of a conviction for fraud within the meaning of Article 1 of the Convention relating to the protection of the financial interests of the European Communities
(k) Has been the subject of a conviction for money laundering, as defined in Article 1 of Council Directive 91/308/EEC of 10.6.1991 on prevention of the use of the financial system for the purpose of money laundering.
Applicants will be required to complete the tender documentation consistent with Directive 2004/18/EC. A short list will be drawn from the suitable applicants from which the successful service provider or providers will be selected. Any potential service provider should note that no cost reimbursement will be considered for work carried out prior to appointment. The tender documents are available at I.1 and must be uploaded to the portal stipulated in the tender documents.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: (a) Appropriate statements from banks or, where appropriate, evidence of relevant professional risk indemnity insurance.
(b) The presentation of balance-sheets or extracts from the balance-sheets, where publication of the balance-sheet is required under the law of the country in which the economic operator is established.
(c) A statement of the undertaking’s overall turnover and, where appropriate, of turnover in the area covered by the contract for a maximum of the last three financial years available, depending on the date on which the undertaking was set up or the economic operator started trading, as far as the information on these turnovers is available.
Applicants will be required to complete the tender documentation consistent with Directive 2004/18/EC. A short list will be drawn from the suitable applicants from which the successful service provider or providers will be selected. Any potential service provider should note that no cost reimbursement will be considered for work carried out prior to appointment. The tender documents are available at I.1 and must be uploaded to the portal stipulated in the tender documents.
Minimum level(s) of standards possibly required: Applicants must have a minimum turnover of 750 000 GBP per annum.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
(a) A list of the works carried out over the past five years, accompanied by certificates of satisfactory execution for the most important works. These certificates shall indicate the value, date and site of the works and shall specify whether they were carried out according to the rules of the trade and properly completed. Where appropriate, the competent authority shall submit these certificates to the contracting authority direct
(b) A list of the principal deliveries effected or the main services provided in the past three years, with the sums, dates and recipients, whether public or private, involved. Evidence of delivery and services provided shall be given: – where the recipient was a contracting authority, in the form of certificates issued or countersigned by the competent authority, – where the recipient was a private purchaser, by the purchaser’s certification or, failing this, simply by a declaration by the economic operator
(c) An indication of the technicians or technical bodies involved, whether or not belonging directly to the economic operator’s undertaking, especially those responsible for quality control and, in the case of public works contracts, those upon whom the contractor can call in order to carry out the work
(d) A description of the technical facilities and measures used by the supplier or service provider for ensuring quality and the undertaking’s study and research facilities
(e) Where the products or services to be supplied are complex or, exceptionally, are required for a special purpose, a check carried out by the contracting authorities or on their behalf by a competent official body of the country in which the supplier or service provider is established, subject to that body’s agreement, on the production capacities of the supplier or the technical capacity of the service provider and, if necessary, on the means of study and research which are available to it and the quality control measures it will operate
(f) The educational and professional qualifications of the service provider or contractor and/or those of the undertaking’s managerial staff and, in particular, those of the person or persons responsible for providing the services or managing the work
(g) For public works contracts and public services contracts, and only in appropriate cases, an indication of the environmental management measures that the economic operator will be able to apply when performing the contract
(h) A statement of the average annual manpower of the service provider or contractor and the number of managerial staff for the last three years
(i) A statement of the tools, plant or technical equipment available to the service provider or contractor for carrying out the contract
(j) An indication of the proportion of the contract which the services provider intends possibly to subcontract
(k) With regard to the products to be supplied:
(i) samples, descriptions and/or photographs, the authenticity of which must be certified if the contracting authority so requests;
(ii) 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.
Applicants will be required to complete tender documents consistent with Directive 2004/18/EC. A short list will be drawn from the suitable applications from which the successful service provider will be selected. Any potential service provider should note that no cost reimbursement will be considered for work carried out prior to appointment. The documents are available at I.1 and must be returned as stipulated in the tender documents.
Minimum level(s) of standards possibly required:
As set out in the tender documents.

III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts
III.3.1)Information about a particular profession

Execution of the service is reserved to a particular profession: no

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: no

Section IV: Procedure

IV.1)Type of procedure
IV.1.1)Type of procedure

competitive dialogue

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

Envisaged minimum number 3: and maximum number 8
Objective criteria for choosing the limited number of candidates: Based upon the PQQ questions and responses as set out within the PQQ documentation.

IV.1.3)Reduction of the number of operators during the negotiation or dialogue

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

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:

NCH 0019

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: 10.1.2012 – 13:00
Payable documents: no

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

10.1.2012 – 13:00

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 tenders

Section VI: Complementary information

VI.1)Information about recurrence
VI.2)Information about European Union funds
VI.3)Additional information

GO Reference: GO-2011122-PRO-2782357.

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

Royal Courts of Justice
The Strand,
WC2A 2LL London
UNITED KINGDOM
Telephone: +44 2079476000

Body responsible for mediation procedures

Royal Courts of Justice
The Strand
WC2A 2LL London
UNITED KINGDOM
Telephone: +44 2079476000

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: Nottingham City Homes will incorporate a standstill period, following award of the contract. The period shall commence on the day following award notification, and shall be in accordance with the Public Contracts Regulations 2006, and all amendments and directives. At present the standstill period shall be no less than 10 calendar days.

VI.4.3)Service from which information about the lodging of appeals may be obtained

Royal Courts of Justice
The Strand
WC2A 2LL London
UNITED KINGDOM
Telephone: +44 2079476000

VI.5)Date of dispatch of this notice:2.12.2011