Contract notice
Section I: Contracting
authority
I.1) Name and addresses
Tamworth Borough Council
Marmion House, Lichfield Street
Tamworth
UK
E-mail: procurement@tamworth.gov.uk
NUTS: UKG2
Internet address(es)
Main address: https://www.tamworth.gov.uk
I.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge at:
https://in-tendhost.co.uk/tamworthbc
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
24/015 Customer Contact Solution
Reference number: 24/015
II.1.2) Main CPV code
48000000
II.1.3) Type of contract
Supplies
II.1.4) Short description
Tamworth Borough Council is looking to procure a cloud-based Customer Portal, CRM, low code workflow management system and omnichannel Contact Centre Solution to help rationalise and enhance the management of digital customer contact. We want to significantly improve how customers receive updates and how workflow is managed across the organisation, with the aim of enhancing customer engagement, improving satisfaction level, providing rapid deployment of processes/workflows and making every contact count. The solution should allow the Council to make use of the latest technological advancements, offering integrated use of AI and RPA (Robotic Process Automation) functionality to further enhance efficiency by automating routine tasks and providing intelligent insights. We aim to significantly transform our customer service operations and workflow management with the use of cost-effective scalable solutions.
II.1.6) Information about lots
This contract is divided into lots:
No
II.2) Description
II.2.3) Place of performance
NUTS code:
UKG2
Main site or place of performance:
II.2.4) Description of the procurement
Tamworth Borough Council is looking to procure a cloud-based Customer Portal, CRM, low code workflow management system and omnichannel Contact Centre Solution to help rationalise and enhance the management of digital customer contact. We want to significantly improve how customers receive updates and how workflow is managed across the organisation, with the aim of enhancing customer engagement, improving satisfaction level, providing rapid deployment of processes/workflows and making every contact count. The solution should allow the Council to make use of the latest technological advancements, offering integrated use of AI and RPA (Robotic Process Automation) functionality to further enhance efficiency by automating routine tasks and providing intelligent insights. We aim to significantly transform our customer service operations and workflow management with the use of cost-effective scalable solutions.
II.2.5) Award criteria
Criteria below:
Quality criterion: Quality & Social Value
/ Weighting: 75%
Price
/ Weighting:
25%
II.2.6) Estimated value
Value excluding VAT:
700 000.00
GBP
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Start:
03/03/2025
End:
02/03/2028
This contract is subject to renewal: Yes
Description of renewals:
There is the option to extend for a further one plus one year
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.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:
24/01/2025
Local time: 14:00
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:
24/04/2025
IV.2.7) Conditions for opening of tenders
Date:
24/01/2025
Local time: 14:00
Place:
Tenders will be opened using the Opening Ceremony procedure electronically via the e-tendering portal In=tend by two council employees.
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
Local Government Ombudsman
London
UK
VI.4.3) Review procedure
Precise information on deadline(s) for review procedures:
VI.5) Date of dispatch of this notice
18/12/2024