United Kingdom-Aylesbury: The Provision of a CRM and MDM Solution

Type of document: Contract Notice
Country: United Kingdom
Publication Ref: (2022/S 000-023138/EN)
Nature of contract: Supply contract
Procedure: Open procedure
Type of bid required: Global bid

Contract notice
Supplies

Section I: Contracting authority
I.1) Name and addresses
Official name: Buckinghamshire Council
Postal address: Walton Street Offices
Town: Aylesbury
Postal code: HP20 1UA
Country: United Kingdom
Contact Person: Miss Helen Bold
Telephone: +44 1296383660
Email: helen.bold@buckinghamshire.gov.uk
Internet address(es):
Main address:
Address of the buyer profile:

I.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge,at:www.supplybucksbusiness.org.uk
Additional information can be obtained from:
the above mentioned address
Tenders or requests to participate must be submitted:
electronically via:www.supplybucksbusiness.org.uk
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: The Provision of a CRM and MDM Solution

Reference number: DN619010
II.1.2) Main CPV code: 48000000
II.1.3) Type of contract: Supplies
II.1.4) Short Description: The Buckinghamshire Council seeks tenders from suitably qualified and experienced organisations for the provision of a corporate, modern Customer Relationship Platform (CRM) that supports the Council’s vision of a “Customer First” culture. Our vision is to give residents more free time by making everything they do with the Council faster and easier. We need modern tools to achieve this, harnessing the power of Master Data Management (MDM) to enable a ‘single view of the customer’ and integrate with existing Line of Business systems. This cloud hosted system will provide rich, unfettered data to help promote the seamless digital journey from the Buckinghamshire Council website.
The solution will include (but not be limited to) the following: hosting, licensing, maintenance, upgrades, reporting, consultancy, customisation, configuration, database administration, data cleansing, data migration, Implementation, initial training, ongoing support.

II.1.6) Information about lots:
The contract is divided into lots: no
II.2) Description
II.2.2) Additional CPV code(s)
48445000, 72000000, 72212445

II.2.3) Place of performance
Nuts code:
Main site or place of performance:
Buckinghamshire

II.2.4) Description of the procurement:
The Buckinghamshire Council seeks tenders from suitably qualified and experienced organisations for the provision of a corporate, modern Customer Relationship Platform (CRM) that supports the Council’s vision of a “Customer First” culture. Our vision is to give residents more free time by making everything they do with the Council faster and easier. We need modern tools to achieve this, harnessing the power of Master Data Management (MDM) to enable a ‘single view of the customer’ and integrate with existing Line of Business systems. This cloud hosted system will provide rich, unfettered data to help promote the seamless digital journey from the Buckinghamshire Council website.
The solution will include (but not be limited to) the following: hosting, licensing, maintenance, upgrades, reporting, consultancy, customisation, configuration, database administration, data cleansing, data migration, Implementation, initial training, ongoing support.
We are seeking a collaborative supplier to support our talented Council officers to get the best use and value from the platform assets.
The CRM platform needs to be effective and configurable, fulfilling our high-level requirements of interactive web forms, a customer account, and an integration engine to fulfil integration into our back-office systems. The platform will enable analysis of customer needs so we can shape our services accordingly as we achieve a better understanding of how customers interact across all services. A CRM platform combined with MDM technology will enable residents to track service requests, receive updates electronically, so we can deliver personalised, targeted services and communication to strengthen relationships with our communities.
Our vision is for a platform that touches all service areas, with an emphasis on providing integrations for the more transactional services. We intend to do this through a four-phase programme, as described in the requirements.
The platform will enable future integration and interaction around online booking, payments, live chat, social listening, artificial intelligence, data management, Single Sign On, and several other capabilities. It is important we see no degradation to our existing services, particularly Household Waste with established integrations. This also includes a single sign on into some of our applications, including (but not limited to) our Revenues and Benefits application and our library services application.
The successful supplier will have a track record of delivery of this type of platform and must be able to demonstrate that their platform is currently operational.
The programme to implement this new instance of a CRM platform with MDM capability has five phases, which are as follows:
Phase 0: the build of the core components of the platform – the CRM, case management, interactive web forms, the customer account, the integration engine, and the MDM capabilities. This phase is estimated to begin in January 2023, with a go-live date of July 2023
Phase 1: discovery, design and deployment of the following service areas, including the necessary interactive web forms, case management, and integrations into back-office systems – household waste; revenues and benefits; financial support for our communities; Transport for Bucks; Family Information Service; Client Transport. This phase is estimated to begin in January 2023, with a go-live date of July 2023
Phase 2: discovery, design and deployment of the following service areas, including the necessary interactive web forms, case management, and integrations into back-office systems – registrars; business development; finance; housing; environmental health; land charges; planning; building control; licensing. This phase is estimated to begin May 2023, with a go-live date of November 2023
Phase 3: discovery, design and deployment of the following service areas, including the necessary interactive web forms, case management, and integrations into back-office systems – children’s services; blue badge and bus passes; adult social care; special educational needs team; localism; adult learning; library services; education. This phase is estimated to begin in September 2023, with a go-live date of February 2024
Phase 4: discovery, design and deployment of the following service areas, including the necessary interactive web forms, case management, and integrations into back-office systems – household waste; revenues and benefits; financial support for our communities; strategic development; electoral registration; HS2 team; parking. This phase is estimated to begin in January 2024, with a go-live date of May 2024
It is important that you consider whether you can reach these timescales before a tender is submitted.
Please be aware that there are mandatory requirements and organisations will be excluded from the process if these requirements are not met.
II.2.5) Award criteria

II.2.6) Estimated value:
Value excluding VAT: 2920000 Currency: GBP
II.2.7) Duration of the contract,framework agreement or dynamic purchasing system
Duration in months: 60
This contract is subject to renewalyes Description of renewals:An option to extend for a period, or consecutive periods, of up to sixty (60) months.

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 yes
Description of options: An option to extend for a period, or consecutive periods, of up to sixty (60) months.

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: The estimated contract value covers the 5 year initial term and the possible 60 months extension period.

Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure:
Open procedureIV.1.8) Information about the 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: 2022-09-19 Local time: 15:00
IV.2.4) Languages in which tenders or requests to participate may be submitted:EN
IV.2.6) Minimum time frame during which the tender must maintain the tender
Duration in months:3(from the date stated for receipt of tender)
IV.2.7) Conditions for opening tenders
Date: 2022-09-19 Local time: 15:30

Section VI: Complementary information
VI.1) Information about recurrence:
This is a recurrent procurement: no
VI.2) Information about electronic workflows
VI.4) Procedures for review
VI.4.1) Review body
Official name: High Courts of Justice
Postal address: The Royal Court of Justice, The Strand
Town: London
Postal code: WC2A 2LL
Country: United Kingdom
VI.5) Date of dispatch of this notice:2022-08-19