Tender for Digital Customer Portal

Tender for Digital Customer Portal

The digital customer platform/CRM will be required to replace our current customer contact portal.

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

2019/S 205-499691

Contract notice

Services

Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Official name: Blackburn with Darwen
Postal address: Town Hall, King William Street
Town: Blackburn
NUTS code: UKD41
Postal code: BB1 7DY
Country: United Kingdom
Contact person: Peter Hughes
E-mail: peter.hughes@blackburn.gov.uk
Telephone: +44 1254585216
Internet address(es):Main address: http://www.blackburn.gov.uk/

Address of the buyer profile: http://www.blackburn.gov.uk/

I.1)Name and addresses

Official name: Blackpool Borough Council
Town: Blackpool
NUTS code: UKD42
Country: United Kingdom
E-mail: customer.first@blackpool.gov.uk
Internet address(es):Main address: https://www.blackpool.gov.uk

I.1)Name and addresses

Official name: Burnley Borough Council
Town: Burnley
NUTS code: UKD4
Country: United Kingdom
E-mail: enquiries@burnley.gov.uk
Internet address(es):Main address: https://www.burnley.gov.uk/

I.1)Name and addresses

Official name: Chorley Borough Council
Town: Chorley
NUTS code: UKD47
Country: United Kingdom
E-mail: choosechorley@chorley.gov.uk
Internet address(es):Main address: https://main.chorley.gov.uk/

I.1)Name and addresses

Official name: Fylde borough Council
Town: Lytham St Annes
NUTS code: UKD44
Country: United Kingdom
E-mail: listening@fylde.gov.uk
Internet address(es):Main address: https://new.fylde.gov.uk/

I.1)Name and addresses

Official name: Hyndburn Borough Council
Town: Accrington
NUTS code: UKD46
Country: Andorra
E-mail: enquiries@hyndburnbc.gov.uk
Internet address(es):Main address: https://www.hyndburnbc.gov.uk/

I.1)Name and addresses

Official name: Lancaster City Council
Town: Lancaster
NUTS code: UKD44
Country: United Kingdom
E-mail: customerservices@lancaster.gov.uk
Internet address(es):Main address: http://www.lancaster.gov.uk/

I.1)Name and addresses

Official name: Pendle Borough Council
Town: Nelson
NUTS code: UKD46
Country: United Kingdom
E-mail: customer.services@pendle.gov.uk
Internet address(es):Main address: https://www.pendle.gov.uk/

I.1)Name and addresses

Official name: Preston City Council
Town: Preston
NUTS code: UKD45
Country: United Kingdom
E-mail: info@preston.gov.uk
Internet address(es):Main address: https://www.preston.gov.uk/

I.1)Name and addresses

Official name: Ribble Valley Borough Council
Town: Cltheroe
NUTS code: UKD46
Country: United Kingdom
E-mail: webmaster@ribblevalley.gov.uk
Internet address(es):Main address: https://www.ribblevalley.gov.uk

I.1)Name and addresses

Official name: Rossendale Borough Council
Town: Rossendale
NUTS code: UKD45
Country: United Kingdom
E-mail: generalenquiries@rossendalebc.gov.uk
Internet address(es):Main address: https://www.rossendale.gov.uk/

I.1)Name and addresses

Official name: South Ribble Borough Council
Town: Leyland
NUTS code: UKD4
Country: United Kingdom
E-mail: info@southribble.gov.uk
Internet address(es):Main address: https://www.southribble.gov.uk/

I.1)Name and addresses

Official name: West Lancashire District Council
Town: Ormskrik
NUTS code: UKD44
Country: United Kingdom
E-mail: customer.services@westlancsdc.gov.uk
Internet address(es):Main address: https://www.westlancs.gov.uk

I.1)Name and addresses

Official name: Wyre Borough Council
Town: Poulton-le-fylde
NUTS code: UKD4
Country: United Kingdom
E-mail: mailroom@wyre.gov.uk
Internet aaddress(es):Main address: https://www.wyre.gov.uk

I.2)Information about joint procurement

The contract involves joint procurement

I.3)Communication

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

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:

Digital Customer Portal

Reference number: DN442809

II.1.2)Main CPV code

72000000

II.1.3)Type of contract

Services

II.1.4)Short description:

The digital customer platform/CRM will be required to replace our current customer contact portal and become the preferred route for customers contacting and interacting with the Council. The first phase of the project will be to replace and improve 91 integrated and non-integrated forms, replace and improve 23 workflow processes for our Customer Services and Environment Departments. Further phases include replacing and improving 31 forms, PDF’s and emails that currently sit outside the existing customer contact portal these will require online forms and automated processes. Although other authorities have been named in this procurement no discussions have been held with them regarding this procurement.

II.1.5)Estimated total value

Value excluding VAT: 20 000 000.00 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: UKD4

II.2.4)Description of the procurement:

The digital customer platform/CRM will be required to replace our current customer contact portal and become the preferred route for customers contacting and interacting with the Council. The first phase of the project will be to replace and improve 91 integrated and non-integrated forms, replace and improve 23 workflow processes for our Customer Services and Environment Departments. Further phases include replacing and improving 31 forms, PDF’s and emails that currently sit outside the existing customer contact portal these will require online forms and automated processes. Replacing or integration to back office systems is key to the customer on-line experience so that when our customers report problems, request services, pay for services, book services and check progress against services they are using one system and account login. The customer journey and experience is required to be seamless, effective and efficient. The replacement system is required to be easy to use to enable our Business Departments to make local form and process changes so that as a Digital Authority we can grow and add more on-line services efficiently and effectively. Although other authorities have been named in this procurement no discussions have been held with them regarding this procurement.

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

Duration in months: 120
This contract is subject to renewal: no
II.2.9)Information about the limits on the number of candidates to be invited

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
III.1.2)Economic and financial standing
III.1.3)Technical and professional ability
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

Competitive procedure with negotiation
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.1.5)Information about negotiation

The contracting authority reserves the right to award the contract on the basis of the initial tenders without conducting negotiations
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

Notice number in the OJ S: 2019/S 118-289623

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

Date: 18/11/2019
Local time: 08:00
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
IV.2.7)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no
VI.2)Information about electronic workflows
VI.3)Additional information:
VI.4)Procedures for review

VI.4.1)Review body

Official name: Blackburn with Darwen Borough Council
Town: Blackburn
Country: United Kingdom
VI.4.2)Body responsible for mediation procedures
VI.4.3)Review procedure
VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice:

18/10/2019