II.2.1) Title
Enterprise CRM
II.2.2) Additional CPV code(s)
48445000
72000000
72200000
72226000
72227000
72266000
II.2.3) Place of performance
NUTS code:
UKF3
Main site or place of performance:
The main place or site of performance is the Council Offices (the Guildhall) in Gainsborough and its satellite locations within the district boundaries.
II.2.4) Description of the procurement
The delivery of an Enterprise CRM Solution, which will reduce the complexities of, and enhance the Councils ability to manage customer contact, process requests for services; and deliver those resulting services. It has 2 key delivery elements, encompassing the first 2 outcomes of the wider project. The first is the delivery of an enhanced CRM system that will be used to manage all customer interaction across the Council; and deliver end to end service delivery processes. The scope of the enhanced CRM solution will have the potential to provide capabilities such as customer and transaction management, Omni-channel capabilities, customer self service options, data reporting, knowledgebase, customer engagement methods, artificial intelligence supported enquiries and process automation and workflow capabilities. The product will also need to work in conjunction with other customer management products including the Councils contact centre and website capabilities. The second element is the delivery of professional services to enable the transfer of customer-facing service transactions into the enhanced CRM system, in entirety where possible, or delivering frontline activities in CRM and providing 2 way integration to retained business systems where needed. The benefits the Council are seeking from the delivery of such enterprise CRM solution are:
(a) improved access options for customers;
(b) delivery of a single view of the customer model;
(c) enhanced first contact resolution, with a right first time response;
(d) focus on customer- based transactions, as opposed to silo service transactions;
(e) consistent, simplified, optomised, and digitally enabled processes;
(f) services that easy to grow and adapt;
(g) invaluable customer insight and business intelligence;
(h) supports organisational transformation to a customer-centric organisation.
In addition, the council are also looking for optional services, including but not restricted to performance management capabilities, and would consider the consolidation of this system within the Enterprise CRM solution.
II.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6) Estimated value
Value excluding VAT:
2 000 000.00
GBP
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
End:
02/02/2030
This contract is subject to renewal: Yes
Description of renewals:
The contract will be let for five (5) years with options to extend for a further two (2) periods of two (2) years and a further period of one (1) year making a total period of ten (10) years.
II.2.9) Information about the limits on the number of candidates to be invited
Envisaged minimum number: 5
Objective criteria for choosing the limited number of candidates:
The procurement of this lot is being conducted in 3 stages using Regulation 29 of the Public Contract Regulations 2015 a Competitive Procedure with Negotiation via invitation to tender. Full details on the areas upon which the Council is prepared to negotiate are included in the procurement documents, for optional service elements should the Council at anytime during the life of the contract decide to take up these services the procurement compliance mechanism for doing so shall be Regulation 72.
The objective criteria for choosing candidates is included in the procurement documentation. Please note the Council is seeking indicative costs for all optional services.
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.2.1) Title
Enterprise Business Support
II.2.2) Additional CPV code(s)
48170000
48200000
48400000
72000000
II.2.3) Place of performance
NUTS code:
UKF3
Main site or place of performance:
The main place or site of performance is the Council Offices (the Guildhall) in Gainsborough and its satellite locations within the district boundaries.
II.2.4) Description of the procurement
The Council has the view that consolidating back office support functions (potentially with our customers-facing service provision), through a corporate enterprise solution, would give significant benefits in the long-term. These benefits would include improved efficiency, service management, working practices, and business intelligence opportunities, as well as modern business support systems which can support our transformational changes. The Council are therefore looking to transfer back office support functions and business applications, into a corporate enterprise solution. Within this lot, the Council are looking to deliver specific business support functions at the start of the contract whilst also assessing any product for fit with its aspirational wider enterprise business support vision. The initial requirement is for a financial management system capable of supporting government legislative and regulatory requirements in financial management and procurement functions. The solution shall include account payable, accounts receivable, general ledger, bank reconciliation, purchasing, invoicing and wider procurement functions, budget planning, budget management and financial reporting capabilities. Any chosen solution will be assessed for its ability to support further business support functions (optional services) in the areas of HR, Payroll, asset management and income management and the ability to provide business intelligence tools.
In addition within this lot the Council also seeks optional services, including but not restricted to programme and performance management capabilities.
The benefits of an enterprise business support solution are:
(a) improved financial management capabilities to support the Councils emerging regeneration, commercial and investment activities;
(b) ability to join up processes and data across a range of functions easily and simply to support management and employee functions;
(c) improved service and management intelligence at the fingertips of Council managers;
(d) enabling data led decision making;
(e) provides greater ability to deliver business intelligence in the future.
II.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6) Estimated value
Value excluding VAT:
3 500 000.00
GBP
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
End:
02/02/2030
This contract is subject to renewal: Yes
Description of renewals:
The contract will be let for five (5) years with options to extend for a further two (2) periods of two (2)years and a further period of one (1) year making a total period of ten (10) years.
II.2.9) Information about the limits on the number of candidates to be invited
Envisaged minimum number: 5
Objective criteria for choosing the limited number of candidates:
The procurement of this Lot is being conducted in 3 stages using Regulation 29 of the Public Contract Regulations 2015 a competitive procedure with negotiation via invitation to tender. Full details on the areas upon which the Council is prepared to negotiate are included in the procurement documents, for optional service elements should the Council at anytime during the life of the contract decide to take up these services the procurement compliance mechanism for doing so shall be Regulation 72
The objective criteria for choosing candidates is included in the procurement documentation please note the Council is seeking indicative costs for all optional services.
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