Tender for Customer Experience Solution

Tender for Customer Experience Solution

Colchester Borough Council is seeking the provision, implementation and support of proven and reliable application software to improve the Customer Experience. It should provide a consistent and high quality solution across all digital and traditional channels.

UK-Colchester: Software package and information systems

2013/S 087-148117

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

Colchester Borough Council
Rowan House, 33 Sheepen Road
CO3 3WG Colchester
UNITED KINGDOM

Internet address(es):

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

Further information can be obtained from: The Essex Procurement Hub
Braintree District Council, Causeway House
For the attention of: Matt Howe
CM7 9HB Braintree
UNITED KINGDOM
E-mail: matthew.howe@braintree.gov.uk

Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: The Essex Procurement Hub
Braintree District Council, Causeway House
For the attention of: Matt Howe
CM7 9HB Braintree
UNITED KINGDOM
E-mail: matthew.howe@braintree.gov.uk

Tenders or requests to participate must be sent to: The Essex Procurement Hub
Braintree District Council, Causeway House
For the attention of: Matt Howe
CM7 9HB Braintree
UNITED KINGDOM

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 Experience Solution.
II.1.2)Type of contract and location of works, place of delivery or of performance

Services
Service category No 27: Other services
NUTS code UKH3

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. Form making software package. Scheduling and productivity software package. Contact management software package. Customer Relation Management software package. Information systems. Electronic data management (EDM). Colchester Borough Council is seeking the provision, implementation and support of proven and reliable application software to improve the Customer Experience. It should provide a consistent and high quality solution across all digital and traditional channels.
II.1.6)Common procurement vocabulary (CPV)

48000000, 48325000, 48330000, 48333000, 48445000, 48810000, 48613000

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

The contract is covered by the Government Procurement Agreement (GPA): no
II.1.8)Lots

This contract is divided into lots: yes
Tenders may be submitted for one or more lots
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:

Colchester Borough Council is seeking the provision, implementation and support of proven and reliable application software to improve the Customer Experience. It should provide a consistent and high quality solution across all digital and traditional channels. Bidders are invited to submit bids for any or all of the Lots:
Lot 1: Customer Access Channel and Customer Management.
Lot 2: Knowledge Bank.
Lot 3: Combined submission of Lot 1 Customer Access Channel and Customer Management and Lot 2 Knowledge Bank.
Estimated value excluding VAT:
Range: between 184 000 and 740 000 GBP
II.2.2)Information about options

Options: no
II.2.3)Information about renewals
II.3)Duration of the contract or time limit for completion

Duration in months: 60 (from the award of the contract)

Information about lots

Lot No: 1 Lot title: Customer Access Channel and Customer Management

1)Short description

To provide the processes and workflow mechanisms to allow our customers to engage with the Council across all services and types of transactions, and to view those transactions within a customer account.
2)Common procurement vocabulary (CPV)

48000000, 48325000, 48330000, 48333000, 48445000, 48613000

3)Quantity or scope

This lot will provide the processes and workflow mechanisms to allow our customers to engage with the Council across all services and types of transactions, and to view those transactions within a customer account.
This will include:
-The ability for customers to set up an online account enabling the recording of customer profiles, preferences and activities.
-The ability for customers to “report it, apply for it, book it, pay for it, subscribe to it, track it” across the broad spectrum of Council services.
-The ability for Customer Service Assistants to operate a mediated support service to assist customers.
-The ability to initiate, track and escalate tasks with multiple steps across the Council, and to interface with and update information held in case management systems and electronic document management systems.
-The ability to manage bookings from customers including offering available times and dates.
-The provision of master data management mechanisms to manage data objects such as customers, employees and addressing (from the LLPG) as the corporate single view, and to match and link with such records from a range of service delivery systems.
Estimated value excluding VAT: 556 000 GBP
4)Indication about different date for duration of contract or starting/completion

Duration in months: 60 (from the award of the contract)
5)Additional information about lots
Lot No: 2 Lot title: Knowledge Bank

1)Short description

To provide the facilities to catalogue, search and present the Council’s collective knowledge and information to staff and customers to deliver a single view which is audience-appropriate.
2)Common procurement vocabulary (CPV)

48000000, 48810000

3)Quantity or scope

This lot will provide the facilities to catalogue, search and present the Council’s collective knowledge and information to staff and customers to deliver a single view of the information which is audience-appropriate.
This will include:
-The ability to catalogue, maintain and reference the Council’s repository of policies, guidelines, processes, forms and other information.
-The ability to search this repository of collective information via a mix of techniques including natural language questions, commonly accessed material, popular searches and related items.
-The ability to present this information (on a differential basis) to customers and staff, and to aid discovery by context sensitive mechanisms.
-The ability to promote information for consideration based on known profiles and previous activities.
Estimated value excluding VAT: 184 000 GBP
4)Indication about different date for duration of contract or starting/completion

Duration in months: 60 (from the award of the contract)
5)Additional information about lots
Lot No: 3 Lot title: Combination of both Lot 1 Customer Access Channel & Customer Management and Lot 2 Knowledge Bank

1)Short description

To provide a combined solution which encompasses both Lot 1 (to provide the processes and workflow mechanisms to allow our customers to engage with the Council across all services and types of transactions, and to view those transactions within a customer account) and Lot 2 (to provide the facilities to catalogue, search and present the Council’s collective knowledge and information to staff and customers to deliver a single view which is audience-appropriate).
2)Common procurement vocabulary (CPV)

48000000, 48325000, 48330000, 48333000, 48445000, 48810000, 48613000

3)Quantity or scope

This lot provides suppliers with the opportunity to submit a combined tender for both lots 1 and 2.
Estimated value excluding VAT: 740 000 GBP
4)Indication about different date for duration of contract or starting/completion

Duration in months: 60 (from the award of the contract)
5)Additional information about lots

Section III: Legal, economic, financial and technical information

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

Parent company guarantees, bonds and/ or collateral warranties from the principal as well as sub-contractors may be required. The Council’s requirements will be identified in the tender documents.
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

Payment by the contracting entity will be pounds sterling and will normally be required to be made by means of electronic funds transfer. Full details will be contained in the tender documents. Payment will be made on delivery of the service(s) and at the end of each contract month in arrears.
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

The contracting entity’s specific requirements are to be determined but it does require that any contract(s) awarded be entered into by a single legal entity on the part of the successful candidate(s). Any legal entity which has a group of entities will be required to provide an undertaking to be jointly and severally responsible for the due performance of the concession agreement.
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 http://www.delta-esourcing.com/delta/project/reasonsForExclusion.html#pcr

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.
These requirements are fully detailed in the Pre Qualification Questionnaire.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: These requirements are fully detailed in the Pre Qualification Questionnaire.
III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
These requirements are fully detailed in 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 3: and maximum number 12
Objective criteria for choosing the limited number of candidates: A minimum of 3 companies will be invited to submit a tender for each Lot, with a total maximum of 12 companies being invited over the 3 Lots.
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:

CM-DS-0001.
IV.3.2)Previous publication(s) concerning the same contract

Prior information notice

Notice number in the OJEU: 2012/S 236-388588 of 7.12.2012

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: 28.5.2013 – 17:00
Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate

3.6.2013 – 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 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.
The Contracting entity reserves the right to disqualify any candidate which: Provides information or confirmations which later proves to be untrue or incorrect, or does not supply information required by this notice.
Suppliers must read through this set of instructions and follow the process to respond to this opportunity. The information and/or documents for this opportunity are available on https://www.delta-esourcing.com/delta

You must register on this site to respond, if you are already registered you will not need to register again, simply use your existing username and password. Please note there is a password reminder link on the homepage.
To obtain the Pre Qualificaiton Questionnaire, suppliers must log in, go to your Response Manager and add the following Access Code: 9XB69RJDAG. Please ensure you follow any instruction provided to you here. The deadline for requesting the PQQ is 28.5.2013 at 17:00 hrs and the deadline for submitting your response(s) is 3.6.2013 at 12:00 hrs. Please ensure that you allow yourself plenty of time when responding to this invite prior to the closing date and time, especially as you will need to upload documents.In addition a hard copy of your PQQ must be sent to the address detailed in the PQQ Document by the closing date of 12:00 (noon) on 3.6.13. If you experience any technical difficulties please contact the Delta eSourcing Helpdesk on call +44 845 270 7050 or email helpdesk@delta-esourcing.com

For more information about this opportunity, please visit the Delta eSourcing portal at:
https://www.delta-esourcing.com/tenders/UK-UK-Colchester:-Software-package-and-information-systems./9XB69RJDAG

To respond to this opportunity, please click here: https://www.delta-esourcing.com/respond/9XB69RJDAG

GO Reference: GO-2013430-PRO-4771195

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

The Royal Courts of Justice
Strand
WC2A 2LL London
UNITED KINGDOM
Telephone: +44 02079476000

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: This Authority will incorporate a minimum 10 Calandar day standstill period at the point information on the award of the contraact is communicated to tenderers. This period allows unsuccessful tenderers to seek further debriefing from the Contracting Authority before the contract is entered into. If an appeal regarding the award of a contract has not been successfully resolved the Public Contracts Regulations 2006 (SI2006 No 5) (As amended) provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High Court (England, Wales & Northern Ireland). Any such action must be brought promptly (generally within 3 months).
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:30.4.2013