Customer Contact Software and Implementation

Customer Contact Software and Implementation

The London Borough of Merton wishes to procure a contract for the delivery, installation, commission and configuration of an enterprise electronic service delivery platform (“the Solution”) and implementation services to support the delivery of the Council’s Customer Contact Strategy.

United Kingdom-Morden: Software-related services

2013/S 140-244037

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

London Borough of Merton
Civic Centre London Road
For the attention of: Mr Ben Cook
SM4 5DX Morden
UNITED KINGDOM
Telephone: +44 2082744901
E-mail: ben.cook@merton.gov.uk

Internet address(es):

General address of the contracting authority: www.merton.gov.uk

Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: Customer Contact
To express your interest you must register and log on at the London Tenders Portal URL: https://www.londontenders.org/portal/CMS.nsf/vHomePage/fSection?OpenDocument
Internet address: https://www.londontenders.org/portal/CMS.nsf/vHomePage/fSection?OpenDocument

Tenders or requests to participate must be sent to: Ben Cook
To express your interest you must register and log on at the London Tenders Portal
Internet address: https://www.londontenders.org/portal/CMS.nsf/vHomePage/fSection?OpenDocument

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: no

Section II: Object of the contract

II.1)Description
II.1.1)Title attributed to the contract by the contracting authority:

Customer Contact Software and Implementation.
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: London Borough of Merton.
NUTS code UKI22

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 London Borough of Merton wishes to procure a contract for the delivery, installation, commission and configuration of an enterprise electronic service delivery platform (“the Solution”) and implementation services to support the delivery of the Council’s Customer Contact Strategy.
The Strategy sets out the principles and vision that will shape the transformation of our contact with customers over the coming months and years and the outcomes we will aim to achieve for customers.
It is envisaged the procurement will provide a solution that will facilitate:
— Integration of systems to deliver a personalised view of customer data;
— Improved access to information for both staff and citizens;
— Transactional website/portal;
— Document management.
The Solution will comprise of a mix of existing components and new components to be supplied as part of this procurement. The successful supplier will need to work with the Council and existing suppliers to develop, implement, manage and support the Solution.
II.1.6)Common procurement vocabulary (CPV)

72260000, 48610000, 48810000, 48900000, 48920000, 72200000, 72222300, 72224100, 72230000, 72250000, 72320000, 72330000, 72420000, 72600000

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:

Estimated value excluding VAT:
Range: between 800 000 and 2 000 000 GBP
II.2.2)Information about options

Options: no
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:
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:
III.1.4)Other particular conditions
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
III.2.3)Technical capacity
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

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 6
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:
IV.3.2)Previous publication(s) concerning the same contract

Prior information notice

Notice number in the OJEU: 2013/S 92-156739 of 14.5.2013

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: 23.8.2013 – 14:00
IV.3.4)Time limit for receipt of tenders or requests to participate

23.8.2013 – 14:00
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 of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: yes
Estimated timing for further notices to be published:
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

To express your interest you must register and log on at the London Tenders Portal
URL: https://www.londontenders.org/portal/CMS.nsf/vHomePage/fSection?OpenDocument

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

Caroline Holland
Civic Centre London Road
SM4 5DX Morden
E-mail: procurement@merton.gov.uk
Telephone: +44 2082744901

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:18.7.2013