Supply Hosted Customer Relationship Management System

United Kingdom-Inverness: Customer Relation Management software development services

2015/S 099-180097

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

The Highland Council
The Town House, High Street
Contact point(s): Strategic Procurement Division
For the attention of: Ashley Gould
IV1 1JJ Inverness
UNITED KINGDOM
Telephone: +44 1463785157
E-mail: procurement.unit2@highland.gov.uk

Internet address(es):

General address of the contracting authority: http://www.highland.gov.uk/

Address of the buyer profile: http://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA00045

Electronic access to information: www.publictendersscotland.publiccontractsscotland.gov.uk

Electronic submission of tenders and requests to participate: www.publictendersscotland.publiccontractsscotland.gov.uk

Further information can be obtained from: The Highland Council
The Town House, High Street
Contact point(s): Strategic Procurement Division
For the attention of: Ashley Gould
IV1 1JJ Inverness
UNITED KINGDOM
Telephone: +44 1463785157
E-mail: procurement.unit2@highland.gov.uk
Internet address: http://www.highland.gov.uk/

Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: The Highland Council
The Town House, High Street
Contact point(s): Strategic Procurement Division
IV1 1JJ Inverness
UNITED KINGDOM
Telephone: +44 1463785157
E-mail: procurement.unit2@highland.gov.uk
Internet address: http://www.highland.gov.uk/

Tenders or requests to participate must be sent to: The Highland Council
The Town House, High Street
Contact point(s): Strategic Procurement Division
IV1 1JJ Inverness
UNITED KINGDOM
Telephone: +44 1463785157
E-mail: procurement.unit2@highland.gov.uk
Internet address: http://www.highland.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

The contracting authority is purchasing on behalf of other contracting authorities: yes

Aberdeen City Council

Section II: Object of the contract

II.1)Description

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

Hosted Customer Relationship Management System — The Highland Council — Aberdeen City Council.

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
Main site or location of works, place of delivery or of performance: The Highland Council — Glenurquhart Road, Inverness IV3 5NX and Aberdeen City Council — Town House, Broad Street, Aberdeen, AB10 1AQ.

NUTS code UKM

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)

The Highland Council and Aberdeen City Council seek to replace their Lagan V7 CRM system with a Hosted CRM solution that is able to deliver against the business, functional and technical requirements that the Council has while being affordable.
This procurement is for a shared CRM solution that will be used by Aberdeen City Council and The Highland Council. This shared solution will be configured in such a way as to allow each council to operate independently of one another but also have the ability to use shared processes and scripts when required.
Note: The buyer is using PCS-Tender to carry out this procurement process. Please note this is a separate website and if you are not already registered, registration will be required.

To access PCS-Tender, record your interest in this notice and access the tender documentation please visithttps://www.publictendersscotland.publiccontractsscotland.gov.uk and search for project Code 4077 under ITTs Open to All Suppliers. Please use the Search/Filter function, then select Project Code from the drop-down. Please note that once you have expressed interest in the ITT it will move to your My ITTs area.

For further information on using PCS-Tender, please read the Supplier Response Guide:https://www.publictendersscotland.publiccontractsscotland.gov.uk/esop/pts-host/public/pts/supplierhelppage/PCS-TSupplierResponseGuide.pdf

If you have already registered on Public Contracts Scotland and PCS-Tender and paired your accounts you can access PCS-Tender through your Public Contracts Scotland Control Panel.

II.1.6)Common procurement vocabulary (CPV)

72212445, 48445000

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:

The Highland Council (THC):
The CRM solution is critical to Customer Services service delivery. The delivery model that the Council has adopted states that any employee of the Council may be asked to service a CRM case. Deployed in our service Centre and Service point network for frontline use CRM cases can be accessed by any individual on the domain via a web browser.
There is significant integration between other corporate applications such as Netcall telephony SMS gateway, Housing iWorld, NDL and Achieve forms. The replacement product will have similar functionality as the existing interfaces.
Aberdeen City Council (ACC):
The current CRM system is used by customer service frontline staff to create and update customer service requests for a variety of services. At present it is used within our suite of Customer Access Points, the Customer Service Centre (main location within our corporate headquarters), the Contact Centre and by HR for managing employee queries. The vision and intention is for the CRM solution to be the core system used across the organization much like the model adopted by the Highland Council.
The only integration currently in place is a point to point integration with Confirm Asset Management Solution for all service requests relating to Roads, Street Lighting, Waste, Recycling and other Environmental Services. It is the intention to integrate with other corporate applications as listed in the table below. The Council has recently purchased the NDL screen reading/automation software to integrate with LOB systems where possible.

II.2.2)Information about options

Options: yes
Description of these options: An option to extend by 2, 1 year extensions.
Provisional timetable for recourse to these options:
in months: 60 (from the award of the contract)

II.2.3)Information about renewals

This contract is subject to renewal: yes
Number of possible renewals: 2

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

Starting 1.8.2015. Completion 30.11.2020

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract

III.1.1)Deposits and guarantees required:

Not applicable.

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

Interim payments.

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

Jointly and Severally liable.

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: As detailed in the SPAQ.

III.2.2)Economic and financial ability

Minimum level(s) of standards possibly required: As detailed in the SPAQ.

III.2.3)Technical capacity

Minimum level(s) of standards possibly required:
As detailed in the SPAQ.

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

An electronic auction will be used: no

IV.3)Administrative information

IV.3.1)File reference number attributed by the contracting authority:

HC/CD/CRM/2015

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

Prior information notice

Notice number in the OJEU: 2014/S 180-317647 of 19.9.2014

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

18.6.2015 – 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

English.

IV.3.7)Minimum time frame during which the tenderer must maintain the tender

IV.3.8)Conditions for opening of tenders

Date: 18.6.2015 – 12:00

Place:

Stategic Procurement Division — The Highland Council, Town House, Inverness, IV1 1JJ.

Section VI: Complementary information

VI.1)Information about recurrence

VI.2)Information about European Union funds

VI.3)Additional information

Only those tenderers who are successful at the Service Provider Appraisal Questionnaire evaluation stage will be included in the tender evaluation.
Evaluation of Tenders from organisations successful at Service Provider Appraisal stage shall be carried out on a price/quality basis (40:60) — full details of the tender evaluation criteria and sub criteria are included in the ITT.
(SC Ref: 398179).

VI.4)Procedures for appeal

VI.4.1)Body responsible for appeal procedures

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: An economic operator that suffers, or risks suffering, loss or damage attributable to a breach of duty under the Public Contracts (Scotland) Regulations 2012 (SSI 2012/88) may bring proceedings in the Sheriff Court or the Court of Session.

VI.4.3)Service from which information about the lodging of appeals may be obtained

Highland Council
Head of Procurement, Town House, High Street
IV1 1JJ Inverness
UNITED KINGDOM
E-mail: procurement.unit2@highland.gov.uk
Telephone: +44 1463785157

VI.5)Date of dispatch of this notice:

20.5.2015