Requirement for CRM Business Integration and System Implementation Partner

Requirement for CRM Business Integration and System Implementation Partner

As part of the service transformation, the chosen provider will be expected to re-engineer the Councils current ways of working and lead on redesign and digitalisation of its processes.

United Kingdom-Walsall: Business and management consultancy services

2020/S 165-401589

Contract notice

Services

Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Official name: Walsall Council
Postal address: Civic Centre, Darwall Street
Town: Walsall
NUTS code: UKG38 Walsall
Postal code: WS1 1TP
Country: United Kingdom
E-mail: procurement@walsall.gov.uk
Internet address(es):Main address: www.walsall.gov.uk

Address of the buyer profile: https://in-tendhost.co.uk/walsallcouncil

I.2)Information about joint procurement

I.3)Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at: https://in-tendhost.co.uk/walsallcouncil
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted to the abovementioned address

I.4)Type of the contracting authority

Regional or local authority

I.5)Main activity

General public services

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

CRM Business Integration and System Implementation Partner

 

Reference number: WP3611

II.1.2)Main CPV code

79410000 Business and management consultancy services

II.1.3)Type of contract

Services

II.1.4)Short description:

 

The Council is seeking an integration and implementation partner that can take the Council’s functional requirements through the below stages:

• platform build,

• technical design,

• process build,

• service transformation.

As part of the service transformation, the chosen provider will be expected to re-engineer the Councils current ways of working and lead on redesign and digitalisation of its processes. The Council views the provision of effective service transformation as a critical success factor for this contract and of at least equal importance to the technical system integration components, including platform build, technical design and process build.

 

II.1.5)Estimated total value

Value excluding VAT: 8 000 000.00 GBP

II.1.6)Information about lots

This contract is divided into lots: no
II.2)Description
II.2.1)Title:

II.2.2)Additional CPV code(s)

72200000 Software programming and consultancy services
79400000 Business and management consultancy and related services
72246000 Systems consultancy services
72266000 Software consultancy services
72227000 Software integration consultancy services
72220000 Systems and technical consultancy services
72224000 Project management consultancy services
79410000 Business and management consultancy services
72221000 Business analysis consultancy services
79411100 Business development consultancy services

II.2.3)Place of performance

NUTS code: UKG38 Walsall
Main site or place of performance:

UK — Walsall.

 

II.2.4)Description of the procurement:

 

The Council has identified that it currently does not hold a single view of its service users, has no ‘front door’ for access to our services and has limited integration of services. A key priority for the customer access management (CAM) work stream is therefore investment in a fully integrated customer relationship management (CRM) system. The new CRM platform will be a key enabler to help support the Council in addressing the issues described above and facilitate efficient and effective communication with its Service Users. The Council is seeking an integration and implementation partner that can take the Council’s functional requirements through the below stages:

• platform build,

• technical design,

• process build,

• Service transformation.

As part of the service transformation, the chosen provider will be expected to re-engineer the Councils current ways of working and lead on redesign and digitalisation of its processes. The Council views the provision of effective service transformation as a critical success factor for this contract and of at least equal importance to the technical system integration components, including platform build, technical design and process build. The Council has identified Microsoft Dynamics 365 CE and the supporting technology stack

as the chosen digital platform. The provision of Microsoft licences do not form part of this contract and will be source by the Council independently.

 

II.2.5)Award criteria

Price is not the only award criterion and all criteria are stated only in the procurement documents

II.2.6)Estimated value

Value excluding VAT: 8 000 000.00 GBP

II.2.7)Duration of the contract, framework agreement or dynamic purchasing system

Start: 18/01/2021
End: 31/01/2023
This contract is subject to renewal: yes
Description of renewals:

The there is an option to extend for up to two periods of 12 months each.

 

II.2.9)Information about the limits on the number of candidates to be invited

Envisaged minimum number: 3
Maximum number: 5
Objective criteria for choosing the limited number of candidates:

As detailed in the procurement documentation.

 

II.2.10)Information about variants

Variants will be accepted: yes

II.2.11)Information about options

Options: no
II.2.12)Information about electronic catalogues

II.2.13)Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: no

II.2.14)Additional information

 

 

Section III: Legal, economic, financial and technical information

III.1)Conditions for participation

III.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers

List and brief description of conditions:

 

 

III.1.2)Economic and financial standing

Selection criteria as stated in the procurement documents

III.1.3)Technical and professional ability

Selection criteria as stated in the procurement documents
III.1.5)Information about reserved contracts
III.2)Conditions related to the contract
III.2.1)Information about a particular profession
III.2.2)Contract performance conditions:
III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure

IV.1)Description

IV.1.1)Type of procedure

Competitive dialogue
IV.1.3)Information about a framework agreement or a dynamic purchasing system

IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue

Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated
IV.1.6)Information about electronic auction

IV.1.8)Information about the Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: no
IV.2)Administrative information

IV.2.1)Previous publication concerning this procedure

Notice number in the OJ S: 2020/S 143-352979

IV.2.2)Time limit for receipt of tenders or requests to participate

Date: 21/09/2020
Local time: 12:00
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

IV.2.4)Languages in which tenders or requests to participate may be submitted:

English

IV.2.6)Minimum time frame during which the tenderer must maintain the tender

Duration in months: 4 (from the date stated for receipt of tender)
IV.2.7)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no

VI.2)Information about electronic workflows

Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used

VI.3)Additional information:

Interest in this contract process should be expressed via the Council’s eTendering Portal — https://in-tendhost.co.uk/walsallcouncil The Council reserves the right to cancel the procurement and not to proceed with the contract. The Council also reserves the right not to award a contract or to award a contract for parts or part of the services only. The Council will not, under any circumstances, reimburse any expense incurred by bidders in preparing their SSQ or tender submissions. Under this project the contractor is required to actively participate in the economic and social regeneration of the locality of and surrounding the place of delivery for the project. Accordingly contract performance conditions may relate in particular to social and environmental considerations.

 

VI.4)Procedures for review

VI.4.1)Review body

Official name: Walsall Metropolitan Borough Council
Postal address: Civic Centre, Darwall Street
Town: Walsall
Postal code: WS1 1TP
Country: United Kingdom
VI.4.2)Body responsible for mediation procedures

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:

The Council will incorporate a standstill period at the point when information on the proposed award of the contract is communicated to tenderers. The standstill period, which will be for a minimum of ten calendar days, provides time for unsuccessful tenderers to challenge the award decision before the contract is entered into. Aggrieved parties who have been harmed or are at risk of harm by any breach of the Council’s obligations may take action in the High Court (England, Wales and Northern Ireland).

 

VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice:

21/08/2020