Sefton Council Tender for Customer Relationship Management System

Sefton Council Tender for Customer Relationship Management System

Sefton Council is seeking to procure a Customer Relationship management system to replace its current system.

United Kingdom-Bootle: Customer Relation Management software package

2019/S 081-193184

Contract notice


Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Sefton Council
1st Floor Magdalen House, Trinity Road
L20 3NJ
United Kingdom
Contact person: Mr Chris Magee
Telephone: +44 1519344069
NUTS code: UKD73
Internet address(es):Main address:

I.2)Information about joint procurement


The procurement documents are available for unrestricted and full direct access, free of charge, at:
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via:

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


The Provision of a Customer Relationship Management System

Reference number: DN403923

II.1.2)Main CPV code


II.1.3)Type of contract


II.1.4)Short description:

Sefton Council is seeking to procure a Customer Relationship management system to replace its current system.

The proposed period of contract is 1.11.2019 to 31.10.2024 plus 2 x 1 year optional periods.

Within this contract notice the Council has indicated that it will consider “Variants”. The Council will clarify what is meant by this. The Council is not wanting to vary its requirements specification and so all tenders received, from shortlisted tenderers later in the process, will need to be able to meet the Council’s requirements specification. The Council is however, acknowledging that the proposed form of contract is subject to negotiation, and the ITT stage documentation will narrate to shortlisted tenderers how the Council will approach scoring of proposed derogations.

II.1.5)Estimated total value

II.1.6)Information about lots

This contract is divided into lots: no
II.2.2)Additional CPV code(s)

II.2.3)Place of performance

NUTS code: UKD73

II.2.4)Description of the procurement:

As part of the Council’s Framework for change programme, the Council is seeking to create significant improvements in its digital presence in order to drive transformational change in the way that it engages with communities, local businesses, visitors, potential investors and employees.

This forms part of the redesign of the current technology landscape so that key strategic outcomes are achieved. The Council’s approach is to enable web based transactions that interface with the Council’s back office systems without a need for any staff intervention. In this way, the Council can make services available at any time, improve the customer experience and provide customers with regular updates through automated notifications.

The Council sees channel shift as a key contributor to achieving more efficient and cost-effective services. The improved digital platform that the Council adopts must promote rapid and sustainable channel shift through self-service.

The Council is publishing a version of the requirements specification at selection stage in order that potential bidders can assure themselves that the requirements can be met before participating in the exercise.

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

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

Duration in months: 60
This contract is subject to renewal: yes
Description of renewals:

The Council is offering a core period of 5 years along with 2 x 1 year optional extension periods. Depending upon performance of the product/contractor the Council will be seeking to renew the contract from either the end of the core period or at end of 1 of the optional extension periods if awarded.

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

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

The selection questionnaire will assess candidates across a range of mandatory pass/fail criteria, and will also asks specific questions to assess technical and professional ability. These questions will be scored. candidates will be required to achieve a pre-determined minimum score for each question, and where that is achieved then all candidates that have passed mandatory pass/fail criteria, and satisfied minimum score requirements will be ranked for total score achieved.

The Council will then seek to take the top 5 ranked bidders through to the invitation to tender stage.

II.2.10)Information about variants

Variants will be accepted: yes

II.2.11)Information about options

Options: yes
Description of options:

The Council is seeking to contract for a 5 year core period with 2 x 1 year optional extension periods.

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

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.2.2)Contract performance conditions:

The Council is providing at this selection stage the proposed form of contract and associated schedules in order that potential bidders can look these documents over ahead of deciding whether to participate in the procurement exercise.

III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure


IV.1.1)Type of procedure

Competitive procedure with negotiation
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.1.5)Information about negotiation
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: yes
IV.2)Administrative information
IV.2.1)Previous publication concerning this procedure

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

Date: 24/05/2019
Local time: 12:00

IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

Date: 17/06/2019

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


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: yes
Estimated timing for further notices to be published:

A re-procurement exercise could happened between 4 and 6 years from contract commencement depending upon whether optional extension periods are taken up.

VI.2)Information about electronic workflows
VI.3)Additional information:
VI.4)Procedures for review

VI.4.1)Review body

Sefton Council — Legal Services
3rd Floor Magdalen House, Trinity Road
L20 3NJ
United Kingdom
VI.4.2)Body responsible for mediation procedures
VI.4.3)Review procedure
VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice: