Customer Relationship Management System for Student Education Services

Customer Relationship Management System for Student Education Services

The University of Leeds wishes to implement a single Student CRM system to cover pre-applicant to graduation to the University that integrates seamlessly with current and future systems e.g. Admissions, Student Records, Accommodation and Finance.

UK-Leeds: Customer Relation Management software package

2013/S 087-148252

Contract notice


Directive 2004/18/EC

Section I: Contracting authority

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

University of Leeds
Woodhouse Lane
LS2 9JT Leeds

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

Body governed by public law
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 system for Student Education 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
NUTS code UKE42

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 University of Leeds wishes to implement a single Student CRM system to cover pre-applicant to graduation to the University that integrates seamlessly with current and future systems e.g. Admissions, Student Records, Accommodation and Finance. The University is looking for the Provider to also provide support for the system and the University in its utilisation of the system.
It must cater for touch points across all aspects of the student life cycle, from initial enquiry through admissions, , fees assessment, enrolment, progression, graduation and on to a continuing relationship through the alumni office and enhance student/tutor/lecturer /international agent interaction.
Standard interfaces to major external organisations such as HESA, UCAS, UKBA and the Student Loans Company are also required (either directly or via interfaces into existing University of Leeds systems).
The chosen product must make extensive use of self-service technologies, be wholly web-deployed and accessible 24/7 from anywhere in the world via the internet.
It is intended that any contract will cover the full CRM solution to be implemented, but the implementation of components will be dictated by the University. It is anticipated that pre-application and admissions will be the first component of the student journey to be considered.
The product should be able to cope with a diverse range of academic, vocational and professional educational provision. The system should be flexible and capable of being fully integrated with other information systems.
Professional services are also required to ensure a smooth implementation of the product.
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): 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:

Client Relationship Management
Portal technology
Interoperability with other systems e.g. Finance
Service oriented architecture compliance
Scalability (up to 50 000 current students, 700 administrative users, 3 000 occasional academic users)
International access (ie for international recruitment agents)
Professional Services:
Assistance with the setup and configuration of the new system
Assistance with data migration from legacy systems
Training services
Systems and user documentation
Responsive Help Desk and user technical support
II.2.2)Information about options

Options: yes
Description of these options: The supplier should be capable of providing full assistance to the University for all stages of the project. Support and maintenance services are required for the lifetime of the system which is expected to be 5 years with an option to extend for a further 5 years if the University so chooses.
We will be seeking professional implementation services for the duration of the programme (envisaged to be approximately 2 years) with the option to extend, post programme on an annual basis, for the lifetime of the system. We would expect the main Bidder to explain their software support model.
Provisional timetable for recourse to these options:
in months: 60 (from the award of the contract)
II.2.3)Information about renewals

This contract is subject to renewal: yes
Number of possible renewals: 1
In the case of renewable supplies or service contracts, estimated timeframe for subsequent contracts:
in months: 60 (from the award of the contract)
II.3)Duration of the contract or time limit for completion

Duration in months: 24 (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:

See PQQ.
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:

Group or joint bidders must be jointly and severally liable.
The University will consider expressions of interest and completed Pre-qualification questionnaires from suppliers and partnerships that are suitably qualified, skilled and experienced providers with a track record and a solution that will meet our expectations.
We would expect software and professional service suppliers to make their own choice of Main Bidder who will take full responsibility for the delivery and implementation.
Our preference is for a combined approach with software supply and professional services together although we will consider splitting software supply from professional services if appropriate.
Where partnerships are proposed, the main bidder should be clearly identified. The PQQ response should be completed by both parties and the proposed partnership arrangements outlined.
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: Regulation 23 of The Public Contracts Regulations 2006 applies to the current tendering competition. Regulation 23 sets out the grounds on which a supplies/services provider may be deemed ineligible to a tender for or be awarded a public contract. Rejection is permissible, and in some instances, obligatory.
III.2.2)Economic and financial ability

Minimum level(s) of standards possibly required: See PQQ.
III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
To be assessed in at PQQ stage.
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

Envisaged minimum number 5: and maximum number 10
Objective criteria for choosing the limited number of candidates: Reference sites, Market understanding, Delivery approach, Project Management, Technical Capability, Support, Training, Performance measures, Financial standing.
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: 29.5.2013
Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate

30.5.2013 – 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

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 University of Leeds intends to use an eTendering system in this procurement exercise, therefore this is the preferred method for suppliers to obtain further information and express their interest. Prospective suppliers should follow steps 1-11 below to express their interest and obtain the documents. (NB. Suppliers who have previously registered on the In-Tend system as a University of Leeds supplier should go to step 8).
1. Suppliers should register on the In-Tend system at

2. Click the New User Registration link.
3. Enter the user and business details requested and click Next.
4. Add your contact details by clicking Add. Complete the details and click Next.
5. Click Next again to confirm the contact details and move to the next screen.
6. Check all registration details are correct and click Register my Details.
7. You will receive an email with your user and password details.
8. Return to the website and click Login. Enter your details and click Login.
9. Click the Current Tenders link and then Show All Tenders.
10. To express an interest, click on the relevant tender and then on Express Interest.
11. You will receive an email shortly afterwards to confirm that your expression of interest has been received and that the documents are now available to view on the system.
12. Click on the link provided to re-enter the In-Tend site, click on My Tenders, then View Tender Details, then View Documents.
For any support in submitting your expression of interest please contact the helpdesk via email at or by phone on +44 1332869400

Freedom of information.
The University is a Public Authority within the meaning of the Freedom of Information Act 2000.
Information received may be made available on demand in accordance with Freedom of Information Act 2000.

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

University of Leeds
Woodhouse Lane
LS2 9JT Leeds

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: The University will incorporate a standstill period at the point information on the award of the contract is communicated to tenderers. That notification will provide full information on the award decision. The standstill period, which will be for a minimum of 10 calendar days, provides time for unsuccessful tenderers to challenge the award decision before the contract is entered into
The Public Contracts Regulations 2006 (SI 2006 No 5) provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High Court (England, Wales and Northern Ireland).
VI.4.3)Service from which information about the lodging of appeals may be obtained

University of Leeds
Woodhouse Lane
LS2 9JT Leeds

VI.5)Date of dispatch of this notice: