CRM Tender for Staffordshire County Council

Stafford: IT services: consulting, software development, Internet and support

Contract For Customer Relationship Management Solution and Associated Services..

Contract notice


Directive 2004/18/EC

Section I: Contracting authority

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

Staffordshire County Council
Wedgwood Building, Tipping Street
Contact point(s): Jenny Mann
ST16 2DH Stafford
Telephone: +44 1785854647
Fax: +44 1785854660

Internet address(es):

General address of the contracting authority:

Further information can be obtained from: This is an electronic tender. All requests for information to be sent through the electronic tendering portal and messaging facility on the Proactis electronic tendering system. Follow the instructions and follow the link to the PROACTIS E-Tendering. Initially, go to

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: yes

Section II: Object of the contract

II.1.1)Title attributed to the contract by the contracting authority:

PC364 Contract For Customer Relationship Management Solution and Associated Services.

II.1.2)Type of contract and location of works, place of delivery or of performance

Service category No 7: Computer and related services
Main site or location of works, place of delivery or of performance: Staffordshire.
NUTS code UK

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)

The Staffordshire Connects Partnership is seeking a new Customer Relationship Management (CRM) solution and associated services. The system shall address the key areas including customer interactions, customer service advisors, user interface, customer self service, software requirements, reporting and analytics, data, integration and system tenancy.
The contract shall be made available to the Partnership and any other existing partners or organisations located within the West Midlands and counties adjacent to Staffordshire if and when any future partnering arrangements are required.

II.1.6)Common procurement vocabulary (CPV)

72000000, 72212445, 48445000, 72610000, 72510000, 72540000, 72590000, 72260000, 72261000, 72262000, 72263000, 72265000, 72267000, 72267100, 72268000, 72250000

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

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


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:

Staffordshire Connects Partnership is looking at alternatives to its current Oracle LG45 system and it has emerged that Software as a Service (SaaS) CRM solutions may potentially have matured and become secure enough to contend with installed type solutions.
The information below provides a brief background to functional requirements that will need to be present in a new system.
Customer Interactions.
Customer service agents have a mechanism that allows them to record customer interactions of varying complexity, ranging from simple requests for information, through to the provision of multiple services. Agents are intuitively guided through the process of logging an interaction or request for service and these are subsequently automatically routed to the appropriate person within the organisation for resolution.
Customer Service Advisors.
Customer service agents have access to an easy to use dashboard that enables them to view customer or service related information. Agents are able to identify customers by a variety of means and can log or update existing interactions or requests for service on behalf of a customer. The dashboard also provides access to other systems or features, such as card payment systems and mapping tools, as well as providing alerts to the agent that are in context with the customer and service being requested.
User Interface.
The user interface presented to the agents is intuitive and easily navigable. The system makes use of natural language for activities such as searching for help and the information presented is in context with the activity being undertaken.
Customer Self-Service.
Customers are able to request information or services, as well as to update or enquire about previously submitted requests via web forms that as well as being available via a website, can also be accessed from mobile devices. Customers are guided trough the process of submitting a request and can be notified about progress via different means, such as email or SMS text messaging. The design of any web forms is to be consistent in style with the website from which it is accessed.
General Software Requirements.
The system should have the following general features:
Support for customer interactions that are initiated from a variety of access channels, e.g. telephone; face to face; web etc.
A complete audit trail of all activities and is able to report on this.
The ability to propagate information (based upon a single interaction) to a number of recipients, some of whom may not have physical access to the system.
A clearly defined upgrade path, to future releases etc.
Reporting and Analytics.
The system should be able to deliver (either within itself, or by exporting to an industry standard reporting tool), a variety of reporting and analytics features. The configuration of reports should be possible by end-users i.e. without the need for specialist or technical report-writing skills.
The system should contain a full repository of data relating to citizens, properties, businesses and other locations, which can be updated to reflect changes in the sources of this data. Any of these entities can be defined as a customer for the purposes of recording an interaction or requesting a service and can be related to another data item i.e. businesses can be related to properties etc. Specifically in relation to property data, the data structure should be compliant with BS7666.
Additionally, there is the ability to add and maintain additional information against any of the data entities, and for unstructured data to be held against them. The ability to import and export data in industry standard formats, such as in .xml or .csv formats is required.
The system should have a number of in-built connectors to enable integration with a variety of systems/applications to support the delivery of services to customers. These systems could include, but are not limited to:
Telephony systems, for automatically identifying customer records for whom telephone numbers are held within the system,
GIS or mapping tools for identifying locations for the delivery of services.
Document management systems.
Desktop applications, such as MS Office for mail-merge and document production, analysing data and calendar features.
Other non-specified systems via web-service type mechanisms.
System Tenancy.
Architecture that allows for common access to core data across all sites, but which can also accommodate virtual instances so that sites can restrict access to data or services, specific to them, but which can also be opened up to other sites under specific business rules.
It is expected that the current Partnership contract spend will be 6 000 000 with the remanding 13 500 000 available for additional partnerships and regional collaborations.
The CRM Partner Organisations comprises of the following organisations listed here: Staffordshire County Council, Stoke-On-Trent City Council, Newcastle Borough Council, Lichfield District Council, Tamworth Borough Council, East Staffordshire District Council, South Staffordshire District Council, Cannock Chase District Council and Stafford Borough Council. From time to time the CRM Partner Organisations may be supplemented with:
Such organisation(s) located within the West Midlands and counties adjacent to Staffordshire as the Staffordshire County Council may designate as a partner organisation(s) where its partnership arrangements so require; and/or.
Such other body(ies) and/or nominated sub-contractor(s) as Staffordshire County Council acting reasonably may designate as a partner organisation(s), including those delivering services and with whom the Staffordshire County Council will be working in partnership to deliver any services that could be reasonably expected of a public sector organisation during the Term and any successors of such partner organisations.
High Peaks District Council and Wolverhampton City Council may wish to join the Partnership in the forth coming months.
Estimated value excluding VAT:
Range: between 6 000 000 and 19 500 000 GBP

II.2.2)Information about options

Options: yes
Description of these options: This will be a 7 year contract with the option to extend by 5 year + 3 year. Contract to start 9.3.2012 to 8.3.2019 with option to extend to 8.3.2024 and 8.3.2027.
Provisional timetable for recourse to these options:
in months: 12 (from the award of the contract)

II.2.3)Information about renewals

This contract is subject to renewal: yes
Number of possible renewals: 2

II.3)Duration of the contract or time limit for completion

Duration in months: 180 (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:

Payments may be made following acceptance by the banking agents of the County Council.

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

No special legal form is required by the grouping of providers but each provider will be required to become jointly or severally responsible for the contract before acceptance.

III.1.4)Other particular conditions

The performance of the contract is subject to particular conditions: no

III.2)Conditions for participation
III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers
III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: The requirements for minimum economic, financial and technical capacity will be included in the tender documents.
Any tender may be rejected from a company/organisation who interalia:
(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 judgment which has the 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 any 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 26.5.1997 and Article 3(1) of Council Joint Action 98/742/JHA 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.
Please refer to Regulation no 23 of the Public Procurement Regulations 2006 (SI No 5) for additional rejection criteria (see link)

Minimum level(s) of standards possibly required: 1. Financial checks will be undertaken for economic operators using the Councils current financial assessors n2check ( Economic operators will be assessed according to the level of risk stipulated by n2check. Any Economic Operator being given an ABOVE AVERAGE RISK rating or poorer may be rejected.

2. The organisation should hold as a minimum the following insurance levels or be able to provide with their response, a written statement advising that should they be awarded the contract they will have the required levels of insurance in place for the commencement of the contract.
Public Liability 5 000 000 GBP.
Employers Liability 10 000 000 GBP.
Professional Indemnity 2 000 000 GBP.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
There are two compliance questions which require assessment prior to submissions being fully evaluated. These are:
1. Current costs stand at 600K per annum (inclusive of staff costs) for all partners collectively. Partners expect to make a substantial saving on this amount by implementing the new product and expect a full revenue model without significant up front capital costs.
Please confirm that your delivered tendered solution total costs will meet this requirement. With regards to Partners internal costs, information has been provided within the pricing element of the ITT.
2. To ensure compliance with the Data Protection Act 1998 and the security requirements placed on local government it is important that adequate data hosting and data security procedures are in place. The CRM system is required to store data at HMG IL3 (Restricted) as a minimum and may be required to store data (either individually or aggregated) at a higher integrity level in the future.
Please confirm that your solution satisfies these requirements and indicate what HMG Integrity Level your system is accredited to or confirm that you have measures in place to meet accreditation at HMG IL3 or above prior to this implementation.
Please also indicate the territory that the data centre(s) for the CRM system data and the recovery site data would be located.

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


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

Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated no

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

Time limit for receipt of requests for documents or for accessing documents: 11.1.2012
Payable documents: no

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


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


IV.3.7)Minimum time frame during which the tenderer must maintain the tender

in days: 90 (from the date stated for receipt of tender)

IV.3.8)Conditions for opening tenders

Date: 11.1.2012


Persons authorised to be present at the opening of tenders: no

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: yes
Estimated timing for further notices to be published: April 2018, April 2023 and April 2026.

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


VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: The Contracting Authority will incorporate a minimum 10 calendar day standstill period (or 15 days where non-electronic or fax methods are used) at the point that an award decision notice is communicated to tenderers. The award decision notice will specify the criteria for the award of the contract/framework agreement, the reasons for the decision, including the characteristics and relative advantages, the name and score of the successful tender; and will specify when the standstill period is expected to end or the date before which the contracting authority will not conclude the contract/framework agreement. If an appeal regarding the award of a contract/framework agreement has not been successfully resolved, the Public Contracts (Amendment) Regulations 2009 provide for aggrieved parties who have been harmed or are at risk of a breach of the rules to take action in the High Court (England, Wales and Northern Ireland). Any such action must be brought promptly (generally within 3 months). The Court may order the setting aside of the award decision or may order the Contracting Authority to amend any document and may award damages. If a framework agreement has been entered into the Court may make a declaration of ineffectiveness or may order that the duration of any relevant specific contract be shortened and additionally may award damages. The time limit for seeking such a declaration is generally 30 days from notification of the award (either by award decision notification or contract award notice depending upon the circumstances) or otherwise 6 months.

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

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