Tender for Customer Relationship Management System

Tender for Customer Relationship Management System

It will be the central information repository and record all interactions with our customers and its functionality shall have to fully support primary back office functions in efficiently delivering customers’ service requests.

UK-Glasgow: customer Relation Management software package

2012/S 174-287476

Contract notice

Supplies

Directive 2004/18/EC

Section I: Contracting authority

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

The Glasgow Housing Association Limited
Granite House
G1 5HF Glasgow
UNITED KINGDOM
Telephone: +44 412746585
E-mail: stacy.mcdonald@gha.org.uk

Internet address(es):

General address of the contracting authority: www.gha.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

Body governed by public law
I.3)Main activity

Housing and community amenities
I.4)Contract award on behalf of other contracting authorities

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

Glasgow Housing Association (Funding) Limited (GFL)
177 Trongate
G1 5HF Glasgow
UNITED KINGDOM

GHA Enterprises Limited
177 Trongate
G1 5HF Glasgow
UNITED KINGDOM

GHA (Management) Limited
177 Trongate
G1 5HF Glasgow
UNITED KINGDOM

YourPlace Property Management Limited
177 Trongate
G1 5HF Glasgow
UNITED KINGDOM

Lowther Homes Limited
177 Trongate
G1 5HF Glasgow
UNITED KINGDOM

Cube Housing Association Limited
177 Trongate
G1 5HF Glasgow
UNITED KINGDOM

Section II: Object of the contract

II.1)Description
II.1.1)Title attributed to the contract by the contracting authority:

The Provision of a Customer Relationship Management System (CRM).
II.1.2)Type of contract and location of works, place of delivery or of performance

Supplies
Purchase
NUTS code UKM34

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)

Customer Relation Management software package. Software package and information systems. Information systems. Customer Relation Management software development services. The GHA Group are looking to procure a Customer Relationship Management system. The CRM solution will be the cornerstone of our relationship with our customers and will sit in the heart of our business. It will be the central information repository and record all interactions with our customers and its functionality shall have to fully support primary back office functions in efficiently delivering customers’ service requests. This solution should enable the GHA group to provide excellent levels of service, align services to customer demand and support both current and expected future customer service / technological trends. GHA group shall short-list the Pre-Qualification submissions and shall invite to tender a maximum of 5 suppliers,unless there is a tie at 5th place, or unless we receive less than 5 submissions or less than 5 meet the minimum selection criteria as per the Pre-Qualification documentation. The ITT’s shall be evaluated and the preferred bidder(s) may be requested to carry out a Proof of Concept. Further details to be provided in the ITT documentation.
II.1.6)Common procurement vocabulary (CPV)

48445000, 48000000, 48810000, 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:

The GHA group are looking to procure a Customer Relationship Management System (CRM). The key requirements of the CRM solution is Customer contact and verifications, single view, customer summary; Interactions; payments; service requests; repairs; appointment and schedule management; online CRM (Self serve); mobile CRM, social CRM, multi-channel communication and integration with primary back office systems.
The estimated value of GHA groups budget excluding VAT is approximately £3m for the 5 year plus a possible 2 year extension incl. of solution and implementation, consultancy, maintenance and support and working in partnership with GHA group throughout the term to introduce innovative technologies and solutions to support business change which may include integration of new organisations as a result of a future Group acquisition or a fundamental change to our operating model.
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)Conditions relating to the contract
III.1.1)Deposits and guarantees required:
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:

Joint and several liability. If a successful economic operator is a consortium, the contracting authority shall require each consortium member to be joint and severally liable for all obligations under the contract.
III.1.4)Other particular conditions
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: Details will be set out in the Pre-qualification documentation.
III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: Details will be set out in the Pre-qualification documentation.
Minimum level(s) of standards possibly required: Details will be set out in the Pre-qualification documentation.
III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
Details will be set out in the Pre-qualification documentation.
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 number of operators: 5
Objective criteria for choosing the limited number of candidates: Market testing has already been carried out and as such we believe that there are numerous Customer Relationship Management systems available, however, GHA are looking for providers who have relevant experiene of implementing and interfacing with housing management systems. GHA group shall invite a maximum of 5 suppliers to tender unless there is a tie at fifth place. We also reserve the right to take less than 5 if we do not receive 5 submissions or the minimum criteria as stated in the Pre-Qualification documentation is not met by 5 suppliers.
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:

C465
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: 7.10.2012 – 17:00
Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate

8.10.2012 – 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 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.
All documentation must be completed and submitted electronically using the Detla eSourcing web portal. To access the document you will need to register your company details with Delta-ets and this can be done via the following link https://www.delta-ets.com. On registering you will be issued with a user name and password, if you do not already have one. You will need these together with the following tender access code 59P86MK2CT to enable you to download the relevant documentation. The Pre-Qualification documentation must be completed strictly in accordance with the instructions therein and must be submitted no later than 12 noon on the closing date. Please ensure that you leave sufficient time to upload your documents when submitting a response. Late offers will not be accepted as the tenderbox shall close at 12 noon on the closing date. If you experience any technical difficulties with the system at any point please contact the Delta helpdesk on +44 8452707050 or e-mail helpdesk@delta-esourcing.com GO Reference: GO-201297-PRO-4220573.

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

Glasgow Housing Association Ltd
Granite House
G1 5HF Glasgow
UNITED KINGDOM
Telephone: +44 2746585

Body responsible for mediation procedures

Glasgow Housing Association Ltd
Granite House
G1 5HF Glasgow
UNITED KINGDOM
Telephone: +44 2746585

VI.4.2)Lodging of appeals
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:7.9.2012