Supply Front Office Technology Solution
The purpose of this process is to procure a suite of Front Office Technologies which will likely include a Digital Platform solution supported by a Customer Relationship Management system as well as the associated implementation services to fully support Circle’s customer service provision across all channels.
United Kingdom-London: Software package and information systems
2014/S 199-351793
Contract notice
Services
Directive 2004/18/EC
Section I: Contracting authority
I.1)Name, addresses and contact point(s)
Circle Anglia Limited (trading as Circle Housing)
1-3 Highbury Station Road
Contact point(s): Group Procurement Team
For the attention of: Mr Chris Cliffe
N1 1SE London
UNITED KINGDOM
E-mail: circle.procurement@circle.org.uk
Internet address(es):
General address of the contracting authority: www.circle.org.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
I.3)Main activity
I.4)Contract award on behalf of other contracting authorities
Section II: Object of the contract
II.1.1)Title attributed to the contract by the contracting authority:
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 UK
II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
II.1.5)Short description of the contract or purchase(s)
II.1.6)Common procurement vocabulary (CPV)
48000000, 72000000, 48100000, 48445000, 72120000, 72200000, 72210000, 72211000, 72212000, 72212100, 72212217, 72212220, 72212222,72212333, 72212445, 72212480, 72212517, 72227000, 72224100, 72232000, 72246000, 72250000, 72253000, 72253200, 72254000, 72260000,72263000, 72265000, 72413000
II.1.7)Information about Government Procurement Agreement (GPA)
II.1.8)Lots
II.2.1)Total quantity or scope:
Range: between 1 100 000 and 4 500 000 GBP
II.2.2)Information about options
II.2.3)Information about renewals
II.3)Duration of the contract or time limit for completion
Section III: Legal, economic, financial and technical information
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
Description of particular conditions: Circle Housing wishes to support people who are in long term unemployment and small and medium sized enterprises, as well as supporting environmental sustainability. Accordingly, the contract may contain community benefit clauses as permitted by Regulation 39 of the Public Contracts Regulations 2006.
III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers
III.2.2)Economic and financial ability
Minimum level(s) of standards possibly required: As set out in the Pre-Qualification Questionnaire, available via request to the contracting authority’s email address.
III.2.3)Technical capacity
As set out in the Pre-Qualification Questionnaire, available via request to the contracting authority’s email address.
Minimum level(s) of standards possibly required:
As set out in the Pre-Qualification Questionnaire, available via request to the contracting authority’s email address.
Section IV: 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.2.1)Award criteria
IV.2.2)Information about electronic auction
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 158-284472 of 20.8.2014
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
IV.3.6)Language(s) in which tenders or requests to participate may be drawn up
Section VI: Complementary information
VI.1)Information about recurrence
VI.2)Information about European Union funds
VI.3)Additional information
Circle are currently undertaking a large Business and Technology Transformation Programme called Fast Forward Circle (FFC) in order to re-organise the business in an optimal way to deliver the future strategy and vision. This will allow a greater proportion of staff to focus on front line service delivery and better meet the needs of the customers.
Technology is a key part of the FFC programme and Circle is committed to making the necessary investment in technology to transform the customer experience and enhance the way our staff work.
The key business objectives of Circle’s IT strategy are to:
– Allow our customers to engage with us in new ways, using digital technologies such as mobile apps.
– Enable our customers to access all our services on-line.
– Provide an engaging user experience to drive channel shift.
– Ensure that customers receive a consistent level of service regardless of the channel they use to interact with us.
– Support our people to be able to spend more time delivering for our customers.
– Have a single view of our customers, people and properties
The purpose of this process is to procure a suite of Front Office Technologies which will likely include a Digital Platform solution supported by a Customer Relationship Management system as well as the associated implementation services to fully support Circle’s customer service provision across all channels. The solution will also be required to provide the functionality to support partners in efficiently delivering customer service requests.
The solution should enable Circle to provide excellent levels of service, and be aligned with both current and expected future customer service and technological trends.
The proposed contract period will be from March/April 2015 to March/April 2018 with the option to extend for a further 4 years in increments of 12 months.
The expected value of this contract for provision of services to Circle is estimated at between 1 100 000 GBP and 3 150 000 GBP over the initial 3 year contract period This will include the initial implementation costs; any secondary implementation costs required for additional development of the solution; and the on-going support costs.
Circle are looking to procure a new suite of Front Office technology, rather than replacement functionality for an existing system, to support a better and more consistent customer experience; and to encourage channel shift towards ‘digital by choice’.
Circle recognises that an investment in technology is required to:
— Support Circle staff in the future contact centre (‘the interaction centre’), in face to face offices and in the back office in order to fulfil customer requests using a system which is intuitive and has an improved user interface;
— Enable staff to handle enquiries and service requests effectively and efficiently and ensure they are routed to the service areas for completion regardless of the communication channel used;
— Deliver greatly improved functionality to allow customers to securely self-serve on an enhanced platform which provides an interactive, digital experience;
— Enable Circle leadership and management to understand customer interactions and trends, and to make business and investment decisions based on robust analysis;
— Provide flexibility and opportunity for supporting employee engagement and interaction;
— Provide functionality which allows for changes to business processes, work-flow and business rules to be quickly and easily reflected / configured within the customer management solution; and
— Replace the functionality currently provided by the existing case management systems, such as the case management elements of Orchard housing (although not necessarily like for like). The systems capability should provide an easy migration from existing systems functionality.
It is expected that the supplier who is awarded this contract will provide the following:
— An integrated digital platform to provide the functionality outlined in the scope below, delivered on the infrastructure of Circle’s choosing using technology that could be hosted in the cloud using an Infrastructure as a Service (IaaS) provider as a minimum.
— The service to implement the product and migrate existing services and data as required, including technical configuration and functional testing;
— Integration of the product with other technologies as required (ERP and legacy systems including Orchard); and
— Ongoing 3rd line support and maintenance of the solution for the duration of the contract period in line with agreed service levels.
Circle’s preference is that the service is managed by a 3rd party as a hosted service or, if feasible, in-line with Circle’s desired end state of having enterprise systems delivered as Software as a Service. The supplier will be expected to support the transition of the service to Circle’s new strategic Infrastructure as a Service provider if required.
VI.4.2)Lodging of appeals
VI.4.3)Service from which information about the lodging of appeals may be obtained
Cabinet Office
70 Whitehall
SW1A 2AS
UNITED KINGDOM
VI.5)Date of dispatch of this notice: