Supply Customer Relationship Management System

Supply Customer Relationship Management System

The Council’s current CRM system was implemented during 2006, primarily for use within the Customer Services Team.

United Kingdom-Ipswich: Customer Relation Management software package

2014/S 065-110650

Contract notice

Supplies

Directive 2004/18/EC

Section I: Contracting authority

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

Ipswich Borough Council
Russell Road
Contact point(s): Ipswich Borough Council
For the attention of: Hayward Frost
IP1 2DE Ipswich
UNITED KINGDOM
Telephone: +44 1473433749
E-mail: hayward.frost@ipswich.gov.uk

Internet address(es):

General address of the contracting authority: www.ipswich.gov.uk

Address of the buyer profile: https://www.suffolksourcing.co.uk

Electronic access to information: https://www.suffolksourcing.co.uk

Electronic submission of tenders and requests to participate: https://www.suffolksourcing.co.uk

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)Description
II.1.1)Title attributed to the contract by the contracting authority:

Customer Relationship Management System.
II.1.2)Type of contract and location of works, place of delivery or of performance

Supplies
Main site or location of works, place of delivery or of performance: Ipswich Borough Council, IP1 2DE.
NUTS code UKH14

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)

Ipswich Borough Council has a responsibility to provide excellent services to the public and value for money to the taxpayer. These public services, delivered via telephone, online, in person, or via other means, need to be managed and recorded effectively and efficiently, using a single structured customer database and workflow management system. The Council’s current CRM system was implemented during 2006, primarily for use within the Customer Services Team. Since then as a result of the migration of new services into Customer Services and the increased demand for self-managed services through the website and other digital channels, the Council’s requirements of the system have changed and new functionality is now required. NB. IBC will enter into a contact for this service on the 1.8.2014.
II.1.6)Common procurement vocabulary (CPV)

48445000, 72212445

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

The contract is covered by the Government Procurement Agreement (GPA): yes
II.1.8)Lots

This contract is divided into lots: no
II.1.9)Information about variants

Variants will be accepted: no
II.2)Quantity or scope of the contract
II.2.1)Total quantity or scope:

II.2.1. The council’s requirements for the CRM system are briefly outlined in Appendix 3 to the PQQ. Some essential requirements are listed in Appendix 1 to the PQQ. A full functional requirement specification for the system will be issued to candidates who are selected to tender. The council anticipates that it may during the currency of the contract enter into partnering arrangements with one or more other contracting authorities (being local authorities in Essex or Suffolk) in connection with some or all of the services delivered or supported by the CRM system. In that event the council will wish to extend the contract to enable such authorities to use the CRM system or acquire it for themselves in order to provide efficient integrated services to residents of the respective authorities’ areas.
Estimated value excluding VAT: 0 GBP
II.2.2)Information about options

Options: yes
Description of these options: II.2.2 If during the currency of the contract the council enters into partnering arrangements with one or more other contracting authorities (being local authorities in Essex or Suffolk) in connection with some or all of the services delivered or supported by the CRM system it shall have the option to extend the contract to enable such authorities to use the CRM system or to acquire it for themselves pursuant to the contract.
II.2.3)Information about renewals

This contract is subject to renewal: yes
Number of possible renewals: Range: between 1 and 3
II.3)Duration of the contract or time limit for completion

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:

The authority may require a parent company guarantee if the contract is awarded to a subsidiary company. A performance bond may be required.
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

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

n/a
III.1.4)Other particular conditions

The performance of the contract is subject to particular conditions: yes
Description of particular conditions: III.1.4 The council’s draft conditions of contract will be issued to candidates who are selected to tender. The contract will include a requirement for the contract to be extended to enable other local authorities in Essex or Suffolk to use or acquire the CRM system if the council enters into partnership arrangements as mentioned at II.2.1 above.
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: Economic operators who express an interest in the contract will be required to complete a pre-qualification questionnaire.
III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: Please see the pre-qualification questionnaire.
Minimum level(s) of standards possibly required: Economic operators must have had a turnover for their last financial year of not less than 250,000 GBP.
III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
Please see the pre-qualification questionnaire.
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

Restricted
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate

Envisaged minimum number 5: and maximum number 6
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:

IBC00303
IV.3.2)Previous publication(s) concerning the same contract

no
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: 29.4.2014 – 12:00
Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate

29.4.2014 – 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

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 time limit stated in IV.3.4 is for returning the Pre-Qualification Questionnaire. Requests to participate may only be made by obtaining and completing the Pre-Qualification and returning it to the contracting authority at the address stated in I.1.1. The address and time limit for the return of tenders will be stated in the tender documents, which will be sent to those candidates who are seleted to participate. All dates and time periods specified in this notice are provisional and the contracting authority reserves the right to change them.
The authority reserves the right not to award the contract. It reserves the right not to proceed with all or any part of the project detailed at II.1 above in no circumstances will it be responsible for any costs incurred by economic operators as a result of the publication of this notice or otherwise in connection with their tenders. Full details of this tender can be found on the Suffolk Sourcing System – www.suffolksourcing.co.uk. Before viewing this tender, please refer to the Suffolk SourcingSystem ‘user guides’ which can be assessed via the Suffolk Sourcing Homepage. Suffolk Sourcing is an e-tendering system jointly operated by Suffolk County, District and Borough Councils.

VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures

Head of Corporate Services (and Monitoring
Grafton House 15-17 Russell Road
IP1 2DE Ipswich
UNITED KINGDOM

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: The authority will allow a standstill period of at least 10 days at the point information on the award of the contract is communicated to tenderers. The standstill period provides time for unsuccessful tenderers to challenge the award decision before the contract is entered into. The Public Contracts Regulations 2006 (as amended) provide for economic operator who has suffered or risks suffering loss or damage by a breach of the regulations to take proceedings in the High Court. Proceedings must normally be started within 30 days of the date when the economic operator first knew or ought to have known that grounds for starting proceedings had arisen.
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:28.3.2014