Supply Customer Relationship Management System

Supply Customer Relationship Management System

Reading Borough Council is looking to replace its current Leisure CRM with a customer and user friendly that will significantly improve customer service and reduce required administrative support.

United Kingdom-Reading: Software package and information systems

2015/S 039-066876

Contract notice


Directive 2004/18/EC

Section I: Contracting authority

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

Reading Borough Council
Corporate Procurement Unit, Civic Offices
Contact point(s): Reading Sport and Leisure
For the attention of: Ben Stanesby
RG1 2LU Reading
Telephone: +44 1189375071

Internet address(es):

General address of the contracting authority:

Electronic access to information:

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

Regional or local authority

I.3)Main activity

General public services

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:

Leisure Services Customer Relationship Management System.

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 UKJ11

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)

Software package and information systems. Industry specific software package. Inventory management software package. Billing system. Sales or marketing software package. Ticket-issuing machines. Reading Borough Council is looking to replace its current Leisure CRM with a customer and user friendly that will significantly improve customer service and reduce required administrative supported is anticipated that the replacement CRM system will increase the speed with which customers are able to access facilities. We are expecting between 60 % and 80 % of customers to use either on-line or automated point of sale (POS) along with an increase in satisfaction with service. The key areas we are expecting the system to provide are:
— Reception (bookings and admissions);
— Memberships;
— Classes and courses;
— Reporting and analysis;
— Marketing;
— RSL’s finances (invoicing, direct debits, chip and pin and tills);
— Web and mobile platform online class booking and membership applications;
— Self-service admissions;
— Support building operations (e.g. scheduling and recording statutory checks).

II.1.6)Common procurement vocabulary (CPV)

48000000, 48100000, 48430000, 48444100, 48481000, 30144200

II.1.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): no


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:

Estimated value excluding VAT:
Range: between 120 000 and 180 000 GBP

II.2.2)Information about options

Options: yes
Description of these options: The contract will be for an initial term of 4 years. After the first 4 years the contract will become an annual rolling contract for up to 6 further years.
Provisional timetable for recourse to these options:
in months: 48 (from the award of the contract)

II.2.3)Information about renewals

This contract is subject to renewal: no

II.3)Duration of the contract or time limit for completion

Duration in months: 120 (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:

The Contracting Authority reserves the right to require deposits, guarantees, bonds, warranties and other forms of appropriate security.

III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

As defined in the Tender and Contract Documents.

III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

No special legal form will be required. In the case of organisations applying as a consortium or joint venture, full details for each member is required. It will be necessary for each member to sign an undertaking that they shall be jointly and severally responsible for the performance of the contract.

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: The Authority will apply all the offences listed in Article 45(1) of Directive 2004/18/EC (implemented as Regulation 23(1) of the Public Contract Regulations (PCR) 2006 in the UK) and all of the professional misconducts listed at Article 45(2) of Directive 2004/18/EC (see also Regulation 23(2) in the PCR 2006) to the decision of whether a Candidate is eligible to be invited to tender.

A full list of the Regulation 23(1) and 23(2) criteria are at

Candidates will be required to answer these questions as part of the qualification process. For candidates who are registered overseas, you will need to declare if you have any offences/misconduct under your own countries laws, where these laws are equivalent to the Regulation 23 lists.
Candidates who have been convicted of any of the offences under Article 45(1) are ineligible and will not be selected to bid, unless there are overriding requirements in the general interest for doing so.
Candidates who are guilty of any of the offences, circumstances or misconduct under Article 45(2) may be excluded from being selected to bid at the discretion of the Authority.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: As stated in the ITT documents.
Minimum level(s) of standards possibly required: As stated in the ITT documents.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
As stated in the ITT documents.
Minimum level(s) of standards possibly required:
As stated in the ITT documents.
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
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:


IV.3.2)Previous publication(s) concerning the same contract

Prior information notice

Notice number in the OJEU: 2014/S 249-442070 of 27.12.2014

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: 24.3.2015 – 12:00
Payable documents: no

IV.3.4)Time limit for receipt of tenders or requests to participate

25.3.2015 – 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

in days: 180 (from the date stated for receipt of tender)

IV.3.8)Conditions for opening of tenders

Date: 26.3.2015 – 14:00


Civic Offices, Reading RG1 2LU.

Persons authorised to be present at the opening of tenders: yes
Additional information about authorised persons and opening procedure: Managing Director or his/her representative, and the Service Head or Project Officer responsible for the invitation of the tenders or his/her representative and the leader or Lead Councillor nominated by the Leader.

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. To access and download the tender documents go to the South East Business.

1. Click on the Supplier Registration link in the menu (please note that Officer Registration is for South Eastlocal authority officers only).
2. Follow the Supplier Registration Wizard and complete the form. Anything marked with an asterisk (*) is required information. Refer to the Help box on the right hand side for any areas that are unclear. If that doesn’t help and you continue to encounter problems, click the icon on the top right and this will signpost you to the appropriate support,depending on the nature of your query. Please make sure you do not include a space after your username as this may cause problems when you try to log in and register against opportunities later on.
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— Email containing your username;
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To view this notice, please click here:

GO Reference: GO-2015220-PRO-6382918.

VI.4)Procedures for appeal

VI.4.1)Body responsible for appeal procedures

Reading Borough Council
Corporate Procurement Unit
RG1 7TD Reading
Telephone: +44 1189372945

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: