Stafford: IT services: consulting, software development, Internet and support
Contract For Customer Relationship Management Solution and Associated Services..
Section I: Contracting authority
Staffordshire County Council
Wedgwood Building, Tipping Street
Contact point(s): Jenny Mann
ST16 2DH Stafford
Telephone: +44 1785854647
Fax: +44 1785854660
General address of the contracting authority: www.staffordshire.gov.uk/purchasing
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 http://www.staffordshire.gov.uk/business/procurement/etendering/
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)
Section II: Object of the contract
Service category No 7: Computer and related services
Main site or location of works, place of delivery or of performance: Staffordshire.
NUTS code UK
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.
72000000, 72212445, 48445000, 72610000, 72510000, 72540000, 72590000, 72260000, 72261000, 72262000, 72263000, 72265000, 72267000, 72267100, 72268000, 72250000
The information below provides a brief background to functional requirements that will need to be present in a new system.
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.
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.
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.
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
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)
Number of possible renewals: 2
Section III: Legal, economic, financial and technical information
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) http://www.opsi.gov.uk/si/si2006/20060005.htm.
Minimum level(s) of standards possibly required: 1. Financial checks will be undertaken for economic operators using the Councils current financial assessors n2check (www.n2check.com). 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.
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.
Section IV: Procedure
Payable documents: no
Persons authorised to be present at the opening of tenders: no
Section VI: Complementary information
Estimated timing for further notices to be published: April 2018, April 2023 and April 2026.
VI.5)Date of dispatch of this notice:2.12.2011