CONTRACT NOTICE – NATIONAL

1 Authority Details

1.1

Authority Name and Address

1.2

Address from which documentation may be obtained

1.3

Completed documents must be returned to:

2 Contract Details

2.1

Title

Stylisation & Configuration of New CRM System

2.2

Description of the goods or services required

Purpose and objective

To engage a third-party supplier to assist in creating an excellent bilingual online visitor experience, including ticketing, merchandise and membership purchasing.

Context

Amgueddfa Cymru has seven museums distributed across Wales: National Museum Cardiff, St Fagans National History Museum, National Slate Museum, National Wool Museum, National Roman Legion Museum, Big Pit: National Coal Museum, National Waterfront Museum.

Amgueddfa Cymru welcomed 1.8 million visitors across its sites in the 2019/20 financial year prior to COVID19, through a mixture of general admission, ticketed events, and exhibitions, as well as tours, commercial hires, learning visits and digital talks. Our website, which serves a wide range of audiences, was first launched in 1997. It is developed in-house using a bespoke content management system based on open-source standards and packages including PHP, MariaDB and Elasticsearch. Since April 2021 it has had over 1.1 million visitors (see Appendix A).

We are now looking to develop our own purchase path online, in line with introducing a centralised CRM system and consolidating all single customer view systems as part of our Commercial Platforms programme.

We are currently contracting Tessitura Network as our new CRM and ticketing provider and are looking to style and configure TNEW alongside this, to create an improved visitor experience while booking tickets and purchasing memberships or added value items.

NOTE: The authority is using eTenderwales to carry out this procurement process. To obtain further information record your interest on Sell2Wales at https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=117829

2.3

Notice Coding and Classification

2.4

Total quantity or scope of tender

In scope

The supplier is expected to…

• collaborate with key people in the Digital Media department, reporting to the CRM & Data Manager on progress and approaches

• collaborate closely with the Brand Manager, Web Manager, Welsh Language Co-ordinator and Head of Digital

• align with our Digital Strategy principles to Work in the Open (Appendix B) and the new 10-year strategy for Amgueddfa Cymru

• stylise TNEW, to fit Amgueddfa Cymru’s brand, based on good practice in the cultural sector and previously successful engagements

• configure the TNEW purchase path to ensure a slick, clear to follow online customer journey

• configure the TNEW purchase path to encourage income generation and maximum membership conversion

• ensure that our commitment to the Welsh language standards is prominent within the delivery phase. Ensuring that an active bilingual offering is available to users via our purchase path. (see Appendix C)

• capture and document any constraints and risks associated with the project

• deliver outcomes in a timely manner

The supplier is not expected to attend site unless it is deemed necessary.

Role and responsibilities

The supplier will…

• work with the CRM & Data Manager and Digital Managers to determine whether requirements (below) require stylisation, amendments in the settings of Tessitura or further development work by the third party supplier

• work with the CRM & Data Manager to prioritise requirements based on resource, time and benefit to key stakeholders

• ensure transparency when proposing any solutions

• ensure compliance with all relevant Amgueddfa Cymru policies including, but not exclusively, Information Security and Data Protection

• provide the necessary personnel to fulfil the scope of work

• bring a clear and well-defined methodology and approach

Amgueddfa Cymru will…

• ensure the resources of the relevant teams and work to date are made available to the suppliers for purposes of gathering the information required to fulfil the scope of work

• manage approval with key stakeholders

• control the direction and scope of the project

3 Conditions for Participation

3.1

Minimum standards and qualification required

4 Administrative Information

4.1

Type of Procedure

Single stage

4.2

Reference number attributed to the notice by the contracting authority

ITT_92587

4.3

Time Limits

4.5

Language or languages in which tenders or requests to participate can be drawn up

4.6

Tender Submission Postbox

5 Other Information

5.1

Additional Information

(WA Ref:117829)

5.2

Additional Documentation

5.3

Publication date of this notice