Supply Customer Relationship Management System to Torfaen County Borough Council

This will be for an initial period of three years with the option to extend up to a further 24 months in total.

Title: Provision for a customer relationship management (CRM) system
OCID: ocds-kuma6s-126113
Published by: Torfaen County Borough Council
Authority ID: AA0498
Publication Date: 01/11/2022
Deadline Date: 02/12/2022
Deadline Time: 12:00
Notice Type: 02 Contract Notice
Has Documents: No
Has SPD: No
Abstract: Torfaen County Borough Council (TCBC) requirements are for a customer relationship management (CRM) system. This will be for an initial period of three years with the option to extend up to a further 24 months in total, further information is contained within the procurement documents
CPV: 72000000, 48000000, 72212445, 48445000, 48781000, 48782000, 48783000.

Contract notice
Directive 2014/24/EU – Public Sector Directive

Directive 2014/24/EU

Section I: Contracting authority
I.1) Name and addresses
Chief Executive’s Service

Civic Centre, Pontypool

Pontypool

NP4 6YB

UK

Contact person: Nicola Radcliffe

Telephone: +44 7970968586

E-mail: nicola.ratcliffe@torfaen.gov.uk

NUTS: UKL16

Internet address(es)

Main address: www.torfaen.gov.uk

Address of the buyer profile: http://www.sell2wales.gov.wales/search/Search_AuthProfile.aspx?ID=AA0498

I.2) Joint procurement
The contract is awarded by a central purchasing body

I.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge at:

https://supplierlive.proactisp2p.com/Account/Login

Additional information can be obtained from the abovementioned address

Tenders or requests to participate must be sent electronically to:

https://supplierlive.proactisp2p.com/Account/Login

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
Provision for a customer relationship management (CRM) system

Reference number: T.4500

II.1.2) Main CPV code
72000000

II.1.3) Type of contract
Services

II.1.4) Short description
Torfaen County Borough Council (TCBC) requirements are for a customer relationship management (CRM) system. This will be for an initial period of three years with the option to extend up to a further 24 months in total, further information is contained within the procurement documents

II.1.5) Estimated total value
Value excluding VAT: 380 000.00 GBP

II.1.6) Information about lots
This contract is divided into lots: No

II.2) Description
II.2.2) Additional CPV code(s)
48000000

72212445

48445000

48781000

48782000

48783000

II.2.3) Place of performance
NUTS code:

UKL16

Main site or place of performance:

Torfaen

II.2.4) Description of the procurement
The TCBC Customer Services team consist of 27 people who handle approximately 200,000 contacts via phone, face to face, email and social media per annum. The team work remotely as well as from offices in Pontypool, Blaenavon and Cwmbran. The current CRM is used to record all requests for service, these are passed to the service departments via the system or as email, depending on the service requirements. At present, there has been no integration undertaken with back office applications. Most information requests are not recorded to save time whilst handing contacts.

II.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents

II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 36

This contract is subject to renewal: Yes

Description of renewals:

There is an option to extend the contract for a further period of up to 24 months in total

II.2.9) Information about the limits on the number of candidates to be invited
II.2.10) Information about variants
Variants will be accepted: No

II.2.11) Information about options
Options: No

II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds: No

Section III: Legal, economic, financial and technical information
III.1) Conditions for participation
III.1.3) Technical and professional ability
Selection criteria as stated in the procurement documents

III.2) Conditions related to the contract
III.2.2) Contract performance conditions
As stated in the procurement documents

Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Open procedure

IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes

IV.2) Administrative information
IV.2.2) Time limit for receipt of tenders or requests to participate
Date: 02/12/2022

Local time: 12:00

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

CY

IV.2.6) Minimum time frame during which the tenderer must maintain the tender
Duration in months: 6 (from the date stated for receipt of tender)

IV.2.7) Conditions for opening of tenders
Date: 02/12/2022

Local time: 12:00

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
The tender and all supporting documentation are only available from the Proactis Supplier Portal, which can be directly accessed following registration.

NB: Tender information and any questions and answers relating to the tender will only be available directly from the portal and will not be communicated by any other means.

Tender submissions will only be accepted via the portal and not by any other means unless otherwise agreed in writing by the Council.

E-Tender access information:

— Go to https://supplierlive.proactisp2p.com/Account/Login

You can access the opportunity by completing the following steps:

If you have not already signed-up to the Proactis Supplier Portal, click “Signup”, complete the required information and then click “Register”.

— Registration should only be performed once for each Organisation.

— If you think that someone in your Organisation may have already registered on this Portal then you must not register again.

— Please contact the Primary Contact in order to arrange access to the Portal.

An activation email will be sent to the email address of your primary contact.

Click on the link contained within the email to activate your account.

Sign into the Proactis Supplier Portal by entering your Login Name that you previously provided. Enter the temporary password that was provided in the activation e-mail.

Complete the Self Registration/Organisation Details. Click the < and > arrows to move from page to page; on page 8, create a new password.

Click “Complete Registration”

Click on the Red Box marked “Opportunities”, type Torfaen in the box at the top of the page called “Search by customer reference, title or customer name…” and click “Search”

Identify the Opportunity with the title of “T.4500- Provision for a customer relationship management (CRM) system “and click the White Arrow in a Blue Circle on the right-hand side of the line.

Click “Register Interest” Then click the Telescope button on the left-hand side of the page, then enter “Torfaen” in the box at the top of the page called “Search by customer reference, title or customer name… and click “Search”.

You will now see that the “T.4500- Provision for a customer relationship management (CRM) system “opportunity now to Private. Click the White Arrow in a Blue Circle.

It is recommended that you read the information provided in the documents that can be found if you click the line marked “Request Documents” before attempting to answer any of the questions.

(WA Ref:126113)

VI.4) Procedures for review
VI.4.1) Review body
The High Court

Royal Courts Of Justice, The Strand

London

WC2A 2LL

UK

VI.5) Date of dispatch of this notice
01/11/2022

 

Main Contact: nicola.ratcliffe@torfaen.gov.uk
Admin Contact: N/a
Technical Contact: N/a
Other Contact: N/a