Tender for Self Service Platform

Tender for Self Service Platform

We now wish to procure an IT solution that responds to our aspirations above and delivers a simple, straightforward and intuitive self-service facility for the public.

United Kingdom-Melton Mowbray: Customer Relation Management software package

2019/S 073-172138

Contract notice


Legal Basis:

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Welland Procurement
Welland Procurement Unit, c/o Melton Borough Council
Melton Mowbray
LE13 1GH
United Kingdom
Contact person: Mrs Clare Ellis
Telephone: +44 7876574944
E-mail: cellis@melton.gov.uk
NUTS code: UKF22
I.2)Information about joint procurement


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

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


Melton Borough Council Tender for Customer Engagement and Self Service Platform

Reference number: DN403305

II.1.2)Main CPV code


II.1.3)Type of contract


II.1.4)Short description:

We now wish to procure an IT solution that responds to our aspirations above and delivers a simple, straightforward and intuitive self-service facility for the public whilst at the same time providing officer access to the same, single, system to enable actions to be carried out on behalf of members of the public. The solution should provide a single, easily viewable personal record. It should fully integrate with back-office systems, minimising human intervention for transactional demands, to provide an exemplary customer service and a cost effective and efficient solution for MBC.

II.1.5)Estimated total value

II.1.6)Information about lots

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

II.2.3)Place of performance

NUTS code: UKF22
Main site or place of performance:

Within the Borough of Melton.

II.2.4)Description of the procurement:

This is an open tender for a cloud based customer engagement and self service platform.

The key objectives of this procurement are to:

— replace specified CRM functions,

— replace the current My Account functions,

— integrate whitespace waste management system,

— deliver an improved self-service experience for appropriate transactions for Melton residents,

— deliver a more user friendly solution for MBC staff that will enable them to perform their duties more effectively and efficiently,

— deliver wider benefits for MBC e.g. savings, improved efficiency, more time to focus support on those who may need it.

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

Value excluding VAT: 1 000 000.00 GBP

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

Duration in months: 60
This contract is subject to renewal: no

II.2.10)Information about variants

Variants will be accepted: yes

II.2.11)Information about options

Options: yes
Description of options:

The initial term of 5 years may be further extended by a further period of 5 years.

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.2.2)Contract performance conditions:
III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure


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: 17/05/2019
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:


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

Duration in months: 3 (from the date stated for receipt of tender)

IV.2.7)Conditions for opening of tenders

Date: 17/05/2019
Local time: 12:30

At the offices of Melton Borough Council.

Information about authorised persons and opening procedure:

In accordance with the Contract Procedure Rules of Melton Borough Council.

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

Melton Borough Council
Melton Mowbray
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: