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Notice Summary

Title:
United Kingdom-Addlestone: Customer Relationship Management System and Content Management System
Document Ref:
263400-2020
Document Type:
Contract Notice - Open Procedure
Published By:
Runnymede Borough Council
Date Published:
05 June 2020
Deadline Date:
07 July 2020
Document Source:
Framework/DPS:
No
Alert Profile:
Labels:
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Reviewed By
Our Specialist Team

Notice Abstract

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.

Notice Details

Contract notice

Directive 2014/24/EU - Public Sector Directive

Directive 2014/24/EU

Section I: Contracting authority

I.1) Name and addresses

Runnymede Borough Council

Civic Centre, Station Road

Addlestone

KT15 2AH

UK

Contact person: Loraine Austin

E-mail: loraine.austin@runnymede.gov.uk

NUTS: UKJ25

Internet address(es)

Main address: https://www.runnymede.gov.uk

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 sent 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

 

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.2.3) Place of performance

NUTS code:

UKJ25

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.2.7) 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.2.9) 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.2.13) 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.2) Conditions related to the contract

Section IV: Procedure

IV.1) Description

IV.1.1) Type of procedure

Open procedure

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

The procurement is covered by the Government Procurement Agreement: Yes

IV.2) Administrative information

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

Date: 07/07/2020

Local time: 12:00

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

EN

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.4) Procedures for review

VI.4.1) Review body

Runnymede Borough Council

Civic Centre, Station Road

Addlestone

KT15 2AH

UK

E-mail: mario.leo@runnymede.gov.uk

Internet address(es)

URL: https://www.runnymede.gov.uk

VI.4.3) Review procedure

Precise information on deadline(s) for review procedures:

VI.5) Date of dispatch of this notice

02/06/2020

Current Notes