Ireland-Wexford: Customer Relation Management software package

Agency: TED
State:
Level of Government: State & Local
Category:
  • D - Automatic Data Processing and Telecommunication Services
Opps ID: NBD00003027115400766
Posted Date: Sep 29, 2017
Due Date: Oct 27, 2017
Solicitation No: 383124-2017
Source: Members Only
29/09/2017 S187 - - Services - Contract notice - Open procedure

Ireland-Wexford: Customer Relation Management software package

2017/S 187-383124

Contract notice

Services

Directive 2014/24/EU

Section I: Contracting authority

I.1) Name and addresses
Wexford County Council
N/A
County Hall
Wexford
Y35 WY93
Ireland
Contact person: Philip Knight
Telephone: +353 539196243
E-mail: procurement@wexfordcoco.ie
NUTS code: IE052

Internet address(es):

Main address: www.etenders.gov.ie

Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/1199

I.2) Joint procurement
The contract is awarded by a central purchasing body
I.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=119208&B=ETENDERS_SIMPLE
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=119208&B=ETENDERS_SIMPLE
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:

The Provision of Software and Implementation Services for a Customer Relationship Management Solution for Wexford County Council.

Reference number: 37/CS/2017
II.1.2) Main CPV code
48445000
II.1.3) Type of contract
Services
II.1.4) Short description:

The provision of software and implementation services for a customer relationship management solution for Wexford County Council.

II.1.5) Estimated total value
Value excluding VAT: 500 000.00 EUR
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)
48445000
II.2.3) Place of performance
NUTS code: IE052
Main site or place of performance:

Carricklawn, Wexford.

II.2.4) Description of the procurement:

Wexford County Council has initiated a customer service project with the overall aim of providing consistent, quality service to its customers. The new model will be focused on a centralised delivery model through the formation of a customer contact centre and the implementation of a Customer Relationship Management System. The Council now wishes to procure an externally-hosted customer relationship management system which will perform the following functions:

? Provide the software to support the Customer Service Centre to capture and manage all customer interactions including enquiries, service requests and applications through multiple channels (email, online form, telephone, post, in-person visit, social media, chat, etc.);

? Provide the ability to record and monitor projects and the various interactions that occur with multiple customers and organisations;

? Provide an electronic forms and work-flow solution with rich integration functionality that will allow the Council to develop online forms for services requests and applications;

? Capture customers basic data and manage the routing, tracking and monitoring of cases through the appropriate stream for further information/communications or progression to application/registration and resolution;

? Provide online services (reporting of issues or incidents, request for specific services, customer account enquiries, customer payments and payments for other services), which are fully integrated with the CRM, and can be customised to the processes of the required streams within the Council;

? Provide a secure customer portal that will enable customers to request, monitor and manage their service requests, applications, accounts and other interactions with the Council;

? Provide an intuitive, easy to use dashboard for back office staff to deal with the cases assigned to them;

? Support data management, analysis, and reporting requirements;

? Where appropriate, a map based interface is required to allow customers to ide.

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: 500 000.00 EUR
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 36
This contract is subject to renewal: yes
Description of renewals:

2 options for a 1 year renewal.

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
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
Obligation to indicate the names and professional qualifications of the staff assigned to performing 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: 27/10/2017
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
IV.2.7) Conditions for opening of tenders
Date: 28/10/2017
Local time: 12:00

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
High Court
Chief Registrar, The Four Courts, Inns Quay
Dublin
7
Ireland
Telephone: +353 18886000
E-mail: highcourtcentraloffice@courts.ie
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:
27/09/2017
TI Title Ireland-Wexford: Customer Relation Management software package
ND Document number 383124-2017
PD Publication date 29/09/2017
OJ OJ S 187
TW Place WEXFORD
AU Authority name Wexford County Council (N/A)
OL Original language EN
HD Heading - - Services - Contract notice - Open procedure
CY Country IE
AA Type of authority 3 - Regional or local authority
HA EU Institution -
DS Document sent 27/09/2017
DT Deadline 27/10/2017
NC Contract 4 - Services
PR Procedure 1 - Open procedure
TD Document 3 - Contract notice
RP Regulation 5 - European Union, with participation of GPA countries
PC CPV code 48445000 - Customer Relation Management software package
OC Original CPV code 48445000 - Customer Relation Management software package
RC NUTS code IE052
IA Internet address (URL) www.etenders.gov.ie
DI Directive Public procurement Directive 2014/24/EU

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