Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
The Royal Borough of Kensington & Chelsea
Town Hall, 8 Hornton Street
London
WX8 7NX
UK
E-mail: lauren.wheatcroft@rbkc.gov.uk
NUTS: UK
Internet address(es)
Main address: www.rbkc.gov.uk
Address of the buyer profile: www.rbkc.gov.uk/business-and-enterprise/business-opportunities-and-procurement/procurement-borough
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
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM AND SUPPORTING TECHNOLOGIES
Reference number: prj_RBKC_22386
II.1.2) Main CPV code
72000000
II.1.3) Type of contract
Services
II.1.4) Short description
The Royal Borough of Kensington & Chelsea (RBKC) has awarded a call of contract to 1 sole contractor for the delivery of a System Integration Service for the RBKC Customer Relationship Management (CRM) Solution. The contract was procured via the CCS G-Cloud 13 Framework Agreement reference RM1557.13.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Lowest offer:
2 660 000.00
GBP/ Highest offer:
3 400 000.00
GBP
II.2) Description
II.2.3) Place of performance
NUTS code:
UK
II.2.4) Description of the procurement
The objective is for the contractor to deliver an implementation design service that will enable RBKC to refactor the existing MS Dynamics estate/Customer Relationship Management (CRM) platform. The contractor will provide a solution design for the augmentation and scaling of the CRM platform, and capabilities that will improve the resident and contact centre experience in line with RBKCs co-designed Service Standards. This will result in the delivery of a corporate asset in the form of an overarching RBKC proprietary CRM platform/capability, comprised of a number of componentised reusable assets, such as accelerators and data orchestration solutions. The platform and componentised assets will bed handed off to RBKC with an operating model for ongoing Application Management. This will result in the effective implementation of CRM and supporting technologies that will allow the Council to improve its digital contact channels, and allow for the automation of back-office processes with the view towards improving the experience for anyone that interacts with the Council.
II.2.5) Award criteria
Quality criterion: Quality
/ Weighting: 60.00
Quality criterion: Social Value
/ Weighting: 10.00
Price
/ Weighting:
30.00
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
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Award of a contract without prior publication of a call for competition
Justification for selected award procedure:
The procurement falls outside the scope of application of the Directive
Explanation
The contract was procured via the Crown Commercial Services G-Cloud 13 framework. The total call off contract value is above the current FTS threshold for services.
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
Section V: Award of contract
Lot No: 1
Contract No: 1
Title: CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM AND SUPPORTING TECHNOLOGIES
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
16/01/2024
V.2.2) Information about tenders
Number of tenders received: 2
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Hitachi Solutions Europe Ltd
London
UK
NUTS: UK
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:
2 660 000.00
GBP
/ Highest offer:
3 400 000.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
Public Procurement Review Service
London
UK
VI.5) Date of dispatch of this notice
18/01/2024