Customer Relationship Management and Ticketing System for Royal Botanic Gardens Kew

Customer Relationship Management and Ticketing System for Royal Botanic Gardens Kew

oyal Botanic Gardens Kew are seeking the provision of a Customer Relationship Management (CRM) and ticketing solution with functionality for membership and fundraising.

UK-Surrey: IT services: consulting, software development, Internet and support

2013/S 079-133373

Contract notice


Directive 2004/18/EC

Section I: Contracting authority

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

Royal Botanic Gardens Kew
Kew, Richmond
For the attention of: Karen Dobson
TW9 3AB Surrey

Internet address(es):

General address of the contracting authority:

Address of the buyer profile:

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

National or federal agency/office
I.3)Main activity

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

Customer Relationship Management and Ticketing System for Royal Botanic Gardens Kew and Wakehurst Place.
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: Kew, Richmond, Surrey and Haywards Heath, West Sussex.

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)

Royal Botanic Gardens Kew are seeking the provision of a Customer Relationship Management (CRM) and ticketing solution with functionality for membership and fundraising. The solution will cover the Royal Botanic Gardens, Kew and Wakehurst Place sites, both of which charge for admission and also have membership programmes.
The solution required needs to provide functionality for:
– ticketing provision at the gates and online
– group, travel trade, educational and events bookings
– CRM (customer database) that will collate customer information from existing and potentially future systems within Kew
– functionality for membership and fundraising (however this functionality may not be implemented during the lifetime of the current project)
Three years support will also be required.
II.1.6)Common procurement vocabulary (CPV)

72000000, 72600000, 72261000, 72268000

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: no
II.2)Quantity or scope of the contract
II.2.1)Total quantity or scope:

Estimated value excluding VAT:
Range: between 0 and 900 000 GBP
II.2.2)Information about options
II.2.3)Information about renewals
II.3)Duration of the contract or time limit for completion

Duration in months: 36 (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:

The Authority reserves the right to require deposits , guarantees, bond and / or other forms of appropriate security.
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

Details will be provided in the PQQ document, copies of which are available from the
Defra e-Tendering Service. (

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

If the Potential Provider is a consortium, the following information must be provided:
a)full details of the consortium; and
b)the information sought in this PQQ in respect of each of the consortium’s constituent members as part of a single composite response.
Potential Providers should provide details of the actual or proposed percentage shareholding of the constituent members within the consortium. If a consortium is not proposing to form a corporate entity, full details of alternative proposed arrangements should be provided.
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

Information and formalities necessary for evaluating if the requirements are met: Suppliers Instructions How to Express Interest in this Tender: 1. Register your company on the eSourcing portal (this is only required once) – Browse to the eSourcing Portal: and click the link to register – Accept the terms and conditions and click ‘continue’ – Enter your correct business and user details – Note the username you chose and click ‘Save’ when complete – You will shortly receive an email with your unique password (please keep this secure) 2. Express an Interest in the tender – Login to the portal with the username/password – Click the ‘PQQs / ITTs Open To All Suppliers’ link. (These are Pre-Qualification Questionnaires or Invitations to Tender open to any registered supplier) – Click on the relevant PQQ/ ITT to access the content. – Click the ‘Express Interest’ button at the top of the page. – This will move the PQQ /ITT into your ‘My PQQs/ My ITTs’ page. (This is a secure area reserved for your projects only) -You can now access any attachments by clicking ‘Buyer Attachments’ in the ‘PQQ/ ITT Details’ box 3. Responding to the tender – Click ‘My Response’ under ‘PQQ/ ITT Details’, you can choose to ‘Create Response’ or to ‘Decline to Respond’ (please give a reason if declining) – You can now use the ‘Messages’ function to communicate with the buyer and seek any clarification – Note the deadline for completion, then follow the onscreen instructions to complete the PQQ/ ITT – There may be a mixture of online and offline actions for you to perform (there is detailed online help available) You must then submit your reply using the ‘Submit Response’ button at the top of the page. If you require any further assistance please consult the online help, or contact the eTendering help desk.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: Tenderers’ will be accessed in accordance with Part V of the Public Contracts Regulations 2006 (SI 2006/5) which implement Title 2 Chapter 7 Section 2 of the 2004/18/EC Directive on the basis of information provided in response to the invitation to tender. Completed responses to the PQQ must be returned via the Defra e-Tendering Service (further details of which are available at Section IV.4 of this OJEU Notice) before the deadline for receipt of responses as notified in Section I.1 of this OJEU notice.
Minimum level(s) of standards possibly required: i) Financial Statements or other information to demonstrate that the tenderer has the requisite financial capacity to provide the service.
III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
Evaluation information required from Tenderers will be stated in the Pre Qualification Questionnaire (PQQ) and Invitation to Tender (ITT) which are available only at https:/
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

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

Envisaged minimum number 5: and maximum number 8
Objective criteria for choosing the limited number of candidates: The Authority intends to arrive at a short list of a minimum of 5 and a maximum of 8 Only Potential Providers who are successful at this stage will be invited to proceed to the next stage of the procurement exercise.
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:

Omnicom reference 16837
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

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 of tenders

Date: 22.7.2013

Defra Nobel House.

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: no
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

This procurement is being managed for the Contracting Authority by the Department for Environment Food and Rural Affairs (DEFRA).
The Contracting Authority intends to use an eTendering system in this procurement exercise.
The Contracting Authority intends to use an eTendering system in this procurement exercise and reserves the right to use a reverse auction.
VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures

High Court
Royal Court of Justice
WC2A 2LL London

Body responsible for mediation procedures

Chartered Institute of Arbitrators
12 Bloomsbury Square
WC1A 2LP London

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:19.4.2013