Tender for Customer Relationship Management System and Content Management System

Tender for Customer Relationship Management System and Content Management System

The authority is seeking to contract with one provider for a combined CRM and CMS solution to significantly improve its digital self-service and assisted-service.

United Kingdom-Addlestone: IT services: consulting, software development, Internet and support

2020/S 108-263400

Contract notice

Services

Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Official name: Runnymede Borough Council
Postal address: Civic Centre, Station Road
Town: Addlestone
NUTS code: UKJ25 West Surrey
Postal code: KT15 2AH
Country: United Kingdom
Contact person: Loraine Austin
E-mail: loraine.austin@runnymede.gov.uk
Internet address(es):Main address: https://www.runnymede.gov.uk

I.2)Information about joint procurement

I.3)Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at: https://www.sesharedservices.org.uk/esourcing
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted to the abovementioned address

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:

RMBC-LA — Customer Relationship Management System and Content Management System

Reference number: RMBC – 031029

II.1.2)Main CPV code

72000000 IT services: consulting, software development, Internet and support

II.1.3)Type of contract

Services

II.1.4)Short description:

The authority is seeking to contract with one provider for a combined CRM and CMS solution to significantly improve its digital self-service and assisted-service offering via a new customer portal for a number of interactions including waste (fly tipping, missed collections, garden and bulky waste), online planning submissions, online activities for housing and revenues and benefits. The solution will enable the authority to build a data-rich Customer Services provision, enabling analysis of customer needs and shaping services accordingly. The solution will provide the authority with a single view of its customers to break down silos across the authority and the services it provides; officers will achieve a better understanding of how customers interact across all services whilst enabling them to track service requests, check for updates electronically, deliver personalised, targeted services and communication and thus building stronger and effective relationships with them.

II.1.5)Estimated total value

Value excluding VAT: 850 000.00 GBP

II.1.6)Information about lots

This contract is divided into lots: no
II.2)Description
II.2.1)Title:
II.2.2)Additional CPV code(s)

II.2.3)Place of performance

NUTS code: UKJ25 West Surrey
Main site or place of performance:

II.2.4)Description of the procurement:

Customer relationship management and content management systems.

II.2.5)Award criteria

Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6)Estimated value

II.2.7)Duration of the contract, framework agreement or dynamic purchasing system

Start: 28/09/2020
End: 27/09/2027
This contract is subject to renewal: no

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: no
II.2.12)Information about electronic catalogues

II.2.13)Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: no

II.2.14)Additional information

Section III: Legal, economic, financial and technical information

III.1)Conditions for participation

III.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers

List and brief description of conditions:

III.1.2)Economic and financial standing

Selection criteria as stated in the procurement documents

III.1.3)Technical and professional ability

Selection criteria as stated in the procurement documents
III.1.5)Information about reserved contracts
III.2)Conditions related to the contract
III.2.1)Information about a particular profession
III.2.2)Contract performance conditions:
III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure

IV.1)Description

IV.1.1)Type of procedure

Open procedure
IV.1.3)Information about a framework agreement or a dynamic purchasing system
IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue
IV.1.6)Information about electronic auction

IV.1.8)Information about the Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: yes
IV.2)Administrative information
IV.2.1)Previous publication concerning this procedure

IV.2.2)Time limit for receipt of tenders or requests to participate

Date: 07/07/2020
Local time: 12:00
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

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

English

IV.2.6)Minimum time frame during which the tenderer must maintain the tender

Tender must be valid until: 09/10/2020

IV.2.7)Conditions for opening of tenders

Date: 07/07/2020
Local time: 12:00
Place:

Runnymede Borough Council, Civic Centre, Station Road, Addlestone, Surrey, KT15 2AH.

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: yes

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:
VI.4)Procedures for review

VI.4.1)Review body

Official name: Runnymede Borough Council
Postal address: Civic Centre, Station Road
Town: Addlestone
Postal code: KT15 2AH
Country: United Kingdom
E-mail: mario.leo@runnymede.gov.ukInternet address: https://www.runnymede.gov.uk
VI.4.2)Body responsible for mediation procedures

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:
VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice:

02/06/2020