Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
East Renfrewshire Council
Eastwood HQ, Eastwood Park
Giffnock
G46 6UG
UK
Telephone: +44 1415773092
E-mail: vanessa.fordyce@eastrenfrewshire.gov.uk
NUTS: UKM83
Internet address(es)
Main address: http://www.eastrenfrewshire.gov.uk
Address of the buyer profile: https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA00183
I.2) Joint procurement
The contract is awarded by a central purchasing body
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
Framework Agreement for Customer Experience Management System
Reference number: CE 18 19 016
II.1.2) Main CPV code
72222300
II.1.3) Type of contract
Services
II.1.4) Short description
East Renfrewshire Council (ERC) has ambitious plans to transform its digital customer experience, modernising the end to end digital customer journey through the use of improved processes, systems and new technology.
The scope of the project encompasses:
— website design,
— website content management system,
— customer relationship management/customer experience management system.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Lowest offer:
210 458.00
GBP/ Highest offer:
489 825.00
GBP
II.2) Description
II.2.2) Additional CPV code(s)
72222300
48445000
72212445
48783000
72212783
48780000
72413000
II.2.3) Place of performance
NUTS code:
UKM83
II.2.4) Description of the procurement
East Renfrewshire Council are looking to establish a sole supplier framework agreement. The initial call-off via the framework agreement will establish a contract for the following:
Supply, build, implementation, testing, training and support and maintenance of an end to end customer experience management system that replaces functionality of the current:
— Website Content Management (CMS) for multiple sites,
— Customer Relationship Management (CRM).
Further potential call-off options shall include:
— Website redesign for ERC main Site (currently: www.eastrenfrewshire.gov.uk),
— Website redesign and amalgamation of 3 East Renfrewshire Culture and Leisure Trust sites (currently: http://www.ercultureandleisure.org/ http://eastwoodparktheatre.co.uk/ http://www.portaltothepast.co.uk/) or migration of 3 sites as-is onto the new solution:
— queue management,
— live chat/chatbot,
— utilising the solution for internal use (intranet).
All possibilities of how to best achieve a seamless digital customer experience are being considered, including integrated best of breed systems, a single solution or alternative methods.
II.2.5) Award criteria
Quality criterion: Technical
/ Weighting: 70
Price
/ Weighting:
30
II.2.11) Information about options
Options:
Yes
Description of options:
The following are potential future call-off requirements:
Website redesign for ERC main Site (currently:
www.eastrenfrewshire.gov.uk)
— website redesign and amalgamation of 3 East Renfrewshire Culture and Leisure Trust sites (currently: http://www.ercultureandleisure.org/ http://eastwoodparktheatre.co.uk/ http://www.portaltothepast.co.uk/) or migration of 3 sites as-is onto the new solution:
— queue management,
— live chat,
— utilising the solution for internal use (intranet).
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
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
The procurement involves the establishment of a framework agreement
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2019/S 018-038516
Section V: Award of contract
Contract No: CE 18 19 016
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
09/07/2019
V.2.2) Information about tenders
Number of tenders received: 5
Number of tenders received from SMEs: 4
Number of tenders received from tenderers from EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 5
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
GOSS Interactive Ltd
24 Darklake View, Estover
Plymouth
PL6 7TL
UK
Telephone: +44 8448803637
NUTS: UKK41
The contractor is an SME:
No
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
Lowest offer:
210 458.00
GBP
/ Highest offer:
489 825.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.3) Additional information
The buyer is using PCS-Tender to conduct this ITT exercise. The project code is 27936.
For more information see:
http://www.publiccontractsscotland.gov.uk/info/InfoCentre.aspx?ID=2343
A sub-contract clause has been included in this contract. For more information see:
http://www.publiccontractsscotland.gov.uk/info/InfoCentre.aspx?ID=2363
Community benefits are included in this requirement. For more information see:
http://www.publiccontractsscotland.gov.uk/info/InfoCentre.aspx?ID=2361
A summary of the expected community benefits has been provided as follows:
Full information on this is provided within the PCS-Tender system.
Goss Interactive Ltd have been awarded to the sole supplier framework agreement. All call-off's from the framework agreement will be noted with a call-off notice.
(SC Ref:595240)
VI.4) Procedures for review
VI.4.1) Review body
East Renfrewshire Council
Eastwood HQ, Eastwood Park
Giffnock
G46 6UG
UK
Telephone: +44 1415773092
Internet address(es)
URL: http://www.eastrenfrewshire.gov.uk
VI.5) Date of dispatch of this notice
21/08/2019