Software Development Tender Kent
the Council requires a technology platform to support the new operating model for contact handling.
It is anticipated that the initial calls-off from the Framework will be as follows: Product 1 – Scope Confirmation and Phasing; Product 2 – CRM Replacement and integration foundation.
United Kingdom-Maidstone: Software development services
2013/S 213-370364
Contract notice
Services
Directive 2004/18/EC
Section I: Contracting authority
I.1)Name, addresses and contact point(s)
Kent County Council
County Hall
For the attention of: Phil Lamacraft
ME14 1XQ Maidstone
UNITED KINGDOM
Telephone: +44 3000410248
E-mail: phil.lamacraft@kent.gov.uk
I.2)Type of the contracting authority
Regional or local authority
I.3)Main activity
General public services
I.4)Contract award on behalf of other contracting authorities
Section II: Object of the contract
II.1)Description
II.1.1)Title attributed to the contract by the contracting authority:
CRM Replacement.
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 UKJ4
Service category No 7: Computer and related services
NUTS code UKJ4
II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
The notice involves the establishment of a framework agreement
II.1.4)Information on framework agreement
Framework agreement with a single operator
Duration of the framework agreement
Duration of the framework agreement
Duration in months: 24
Estimated total value of purchases for the entire duration of the framework agreement
Estimated value excluding VAT: 100 000 GBP
II.1.5)Short description of the contract or purchase(s)
The Council is embarking on a journey to significantly transform the delivery of all public services to the citizens and businesses in Kent. As part of the transformation programme that is already underway, the Council requires a technology platform to support the new operating model for contact handling.
It is anticipated that the initial calls-off from the Framework will be as follows:
– Product 1 – Scope Confirmation and Phasing;
– Product 2 – CRM Replacement and integration foundation;
– Product 3 – Single Citizen View design and foundation;
– Product 4 – Customer Feedback;
– Product 5 – Digital Channel Self-Service;
– Product 6 – Customer record.
Further products may be taken dependent upon partner responses and capability.
It is anticipated that the initial calls-off from the Framework will be as follows:
– Product 1 – Scope Confirmation and Phasing;
– Product 2 – CRM Replacement and integration foundation;
– Product 3 – Single Citizen View design and foundation;
– Product 4 – Customer Feedback;
– Product 5 – Digital Channel Self-Service;
– Product 6 – Customer record.
Further products may be taken dependent upon partner responses and capability.
II.1.6)Common procurement vocabulary (CPV)
72262000
II.1.7)Information about Government Procurement Agreement (GPA)
II.1.8)Lots
This contract is divided into lots: no
II.1.9)Information about variants
II.2)Quantity or scope of the contract
II.2.1)Total quantity or scope:
The Council is embarking on a journey to significantly transform the delivery of all public services to the citizens and businesses in Kent. As part of the transformation programme that is already underway, the Council requires a technology platform to support the new operating model for contact handling.
The technology platform, Microsoft Dynamics CRM 2013, will be used by all customer-facing staff for the provision of service and will enable a joined up view between the primary customer contact channels and the specialist line of business applications and back office fulfilment teams.
The Council is seeking the following from a partner:
– Implement a CRM system (Microsoft Dynamics CRM 2013) ready for delivery to all front line customer contact teams within the Council, including the contact centre and gateways;
– Delivery of the requirements using the Microsoft Dynamics platform – we do not seek nor desire additional software to fulfil functionality already present in the product;
– Associated implementation and development services for integration;
– Provide the Council with the capability to be self-sufficient through knowledge transfer and the appropriate choice / application of technology;
– Call-off arrangements for related software and services for the provision of a Customer Services solution;
– Innovative solutions with a rapid return on investment based on previous engagements;
– Demonstrable experience in deploying a solution for a local authority;
– Experience in utilising and mentoring the client in an agile methodology approach.
In addition, optional services may be taken up at the Council’s discretion:
– Business re-engineering and change management support for relevant council services;
– Software to complement Microsoft Dynamics CRM 2013;
– Maintenance and application support services for related software and services.
Estimated value excluding VAT: 100 000 GBP
The technology platform, Microsoft Dynamics CRM 2013, will be used by all customer-facing staff for the provision of service and will enable a joined up view between the primary customer contact channels and the specialist line of business applications and back office fulfilment teams.
The Council is seeking the following from a partner:
– Implement a CRM system (Microsoft Dynamics CRM 2013) ready for delivery to all front line customer contact teams within the Council, including the contact centre and gateways;
– Delivery of the requirements using the Microsoft Dynamics platform – we do not seek nor desire additional software to fulfil functionality already present in the product;
– Associated implementation and development services for integration;
– Provide the Council with the capability to be self-sufficient through knowledge transfer and the appropriate choice / application of technology;
– Call-off arrangements for related software and services for the provision of a Customer Services solution;
– Innovative solutions with a rapid return on investment based on previous engagements;
– Demonstrable experience in deploying a solution for a local authority;
– Experience in utilising and mentoring the client in an agile methodology approach.
In addition, optional services may be taken up at the Council’s discretion:
– Business re-engineering and change management support for relevant council services;
– Software to complement Microsoft Dynamics CRM 2013;
– Maintenance and application support services for related software and services.
Estimated value excluding VAT: 100 000 GBP
II.2.2)Information about options
Options: no
II.2.3)Information about renewals
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:
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:
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: Any supplier may be disqualified who:
(a) is bankrupt or is being wound up, where his affairs are being administered by the court, where he has entered into an arrangement with creditors, where he has suspended business activities or is in any analogous situation arising from a similar procedure under national laws and regulations;
(b) is the subject of proceedings for a declaration of bankruptcy, for an order compulsory winding up the administration by the court or of an arrangement with creditors or of any other similar proceedings under national laws and regulations;
(c) has been convicted by a judgment which has the force of res judicata in accordance with the legal provisions of the country of any offence concerning his professional conduct;
(d) has been guilty of grave professional misconduct proven by any means which the contract authorities can demonstrate;
(e) has not fulfilled obligations relating to the payment of social security contributions in accordance with the legal provisions of the country in which he is established or with those of the country of the contracting authority;
(f) has not fulfilled obligations relating to the payment of taxes in accordance with the legal provisions of the country in which he is established or with those of the country of the contracting authority;
(g) is guilty of serious misrepresentation in supplying the information required under this Section or has not supplied such information;
(h) has been the subject of a conviction for participation in a criminal organization, as defined in Article 2(1) of Council Joint Action 98/733/JHA;
(i) has been the subject of a conviction for corruption, as defined in Article 3 of the Council Act of 26 May 1972 and Article 3(1) of Council Joint Action 98/742/JHA3 respectively;
(j)has been the subject of a conviction for fraud within the meaning of Article 1 of the Convention relating to the protection of the financial interests of the European Communities;
(k) has been the subject of a conviction for money laundering, as defined in Article 1 of Council Directive 91/308/EEC of 10 June 1991 on prevention of the use of the financial system for the purpose of money laundering.
(a) is bankrupt or is being wound up, where his affairs are being administered by the court, where he has entered into an arrangement with creditors, where he has suspended business activities or is in any analogous situation arising from a similar procedure under national laws and regulations;
(b) is the subject of proceedings for a declaration of bankruptcy, for an order compulsory winding up the administration by the court or of an arrangement with creditors or of any other similar proceedings under national laws and regulations;
(c) has been convicted by a judgment which has the force of res judicata in accordance with the legal provisions of the country of any offence concerning his professional conduct;
(d) has been guilty of grave professional misconduct proven by any means which the contract authorities can demonstrate;
(e) has not fulfilled obligations relating to the payment of social security contributions in accordance with the legal provisions of the country in which he is established or with those of the country of the contracting authority;
(f) has not fulfilled obligations relating to the payment of taxes in accordance with the legal provisions of the country in which he is established or with those of the country of the contracting authority;
(g) is guilty of serious misrepresentation in supplying the information required under this Section or has not supplied such information;
(h) has been the subject of a conviction for participation in a criminal organization, as defined in Article 2(1) of Council Joint Action 98/733/JHA;
(i) has been the subject of a conviction for corruption, as defined in Article 3 of the Council Act of 26 May 1972 and Article 3(1) of Council Joint Action 98/742/JHA3 respectively;
(j)has been the subject of a conviction for fraud within the meaning of Article 1 of the Convention relating to the protection of the financial interests of the European Communities;
(k) has been the subject of a conviction for money laundering, as defined in Article 1 of Council Directive 91/308/EEC of 10 June 1991 on prevention of the use of the financial system for the purpose of money laundering.
III.2.2)Economic and financial ability
III.2.3)Technical capacity
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts
III.3.1)Information about a particular profession
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
IV.3)Administrative information
IV.3.1)File reference number attributed by the contracting authority:
SS13126
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
10.12.2013 – 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
VI.2)Information about European Union funds
VI.3)Additional information
VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures
Head of Procurement
Kent County Council Room 3.39 Sessions House
ME14 1XQ Maisdtone
UNITED KINGDOM
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:30.10.2013