Customer Relationship Management Software Tender

Customer Relationship Management Software Tender

The CRM solution will also be integrated into existing V&A systems such as finance, online shop, stock management system and email marketing.

UK-London: Customer Relation Management software package

2013/S 124-213153

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

The Board of Trustees of the Victoria and Albert Museum
Cromwell Road, South Kensington
For the attention of: Amy White
SW7 2RL London
UNITED KINGDOM
Telephone: +44 2079422908
E-mail: as.white@vam.ac.uk

Internet address(es):

General address of the contracting authority: http://www.vam.ac.uk

Electronic access to information: www.delta-esourcing.com

Electronic submission of tenders and requests to participate: Please download PQQ documents from www.delta-esourcing.com
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

Body governed by public law
I.3)Main activity

Recreation, culture and religion
Education
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 Relationship Management Solution (CRM)
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 UKI

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)

Customer Relation Management software package. Customer Relation Management software development services. The V&A Museum currently have a variety of ageing systems to manage customer related functions and data. As a result, the V&A Museum are looking for a replacement Customer Relationship Management solution that will service the diverse needs of the museum. Alongside the standard functionality that comes with most modern CRM systems, the V&A have additional requirements for functionality in the areas of
1. Events and Ticketing
2. Resource booking
3. Membership
4. Fundraising and donations
The CRM solution will also be integrated into existing V&A systems such as finance, online shop, stock management system and email marketing.
The V&A are looking for an established market leading solution from a supplier who has relevant experience and expertise to meet the all of the requirements as detailed in the tender documents.
II.1.6)Common procurement vocabulary (CPV)

48445000, 72212445

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

Variants will be accepted: no
II.2)Quantity or scope of the contract
II.2.1)Total quantity or scope:

Please refer to the Invitation to Tender specification documents
Estimated value excluding VAT:
Range: between 250 000 and 500 000 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:
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:

Joint and several liability.
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

Information and formalities necessary for evaluating if the requirements are met: As detailed in the invitation to tender documentation
III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: As detailed in the invitation to tender documentation
Minimum level(s) of standards possibly required: As detailed in the invitation to tender documentation
III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
As detailed in the invitation to tender documentation
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

Open
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
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:

VA/CON/24/13
IV.3.2)Previous publication(s) concerning the same contract

no
IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate

7.8.2013 – 12:00
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: 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

The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement, and the contract will be awarded on the basis of the most economically advantageous tender.
Important – your ‘expression of interest’ shall be in the form of a completed Inivtation to Tender (ITT) which must be submitted electronically by using BiPs Delta-etendering suite by the due date at point IV3.4 above. The information and documents for this ITT will be accessible at www.delta-esourcing.com To access these documents, firstly register your company details and enter the following Tender Access Code 969BS2RH28 (TAC) at the bottom of the registration page. Please ensure that you allow yourself plenty of time when responding to this ITT prior to the closing date and time. If you are uploading multiple documents, it is recommended that you zip them using WinZip or WinRar. Potential service providers should note that the Contracting Authority reserves the right to cancel this procurement at any stage and not award a contract.

To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=63074491

GO Reference: GO-2013626-PRO-4906953

VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures
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:26.6.2013