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Services - 352979-2020

27/07/2020    S143

United Kingdom-Walsall: Business and management consultancy services

2020/S 143-352979

Prior information notice

This notice is for prior information only


Legal Basis:
Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses
Official name: Walsall Metropolitan Borough Council
Postal address: The Civic Centre, Darwall Sreet
Town: Walsall
NUTS code: UKG38 Walsall
Postal code: WS1 1TP
Country: United Kingdom
Internet address(es):
Main address:
Address of the buyer profile:
The procurement documents are available for unrestricted and full direct access, free of charge, at:
Additional information can be obtained from 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

CRM Business Integration and System Implementation Partner

Reference number: PME3611
II.1.2)Main CPV code
79410000 Business and management consultancy services
II.1.3)Type of contract
II.1.4)Short description:

Walsall Council is undertaking this market sounding exercise to obtain the views of potential contractors on the procurement process and possible future strategy for the provision of the Business Integration and System Implementation of the Council’s newly chosen CRM system, Microsoft Dynamics 365.

II.1.5)Estimated total value
Value excluding VAT: 4 000 000.00 GBP
II.1.6)Information about lots
This contract is divided into lots: no
II.2.2)Additional CPV code(s)
79000000 Business services: law, marketing, consulting, recruitment, printing and security
72200000 Software programming and consultancy services
72600000 Computer support and consultancy services
72000000 IT services: consulting, software development, Internet and support
II.2.3)Place of performance
NUTS code: UKG38 Walsall
Main site or place of performance:

UK — Walsall.

II.2.4)Description of the procurement:

Local government continues to face an unprecedented set of challenges with further reductions in the funding provided by central government expected, alongside increasing demand for existing and new services. Walsall expects to have a funding gap of GBP 58 million in the period to 2022/23. The Council have therefore embarked on a transformation journey, named Walsall PROUD Programme (WPP), to help close this funding gap and establish digitally enabled ways of working to help address the challenges and opportunities it faces.

Improving customer experience is at the heart of the WPP. As such, the Council is developing ways of working that will meet customer expectations today and reflect the changing customer demands of the future.

The Council has embarked on a programme of work in relation to how customers contact the Council and access its services. This programme has been split into a number of different work streams, which will deliver significant improvements to customer experience, outcomes, and efficiencies across the whole Council. One key work stream within WPP is Customer Access Management (CAM).

As part of the CAM work stream, the Council has identified that it currently does not hold a single view of all its customers, has no ‘front door’ for access to services, and has limited integration of services. To help rectify this, a key priority for the Council is the investment in a fully integrated Customer Relationship Management (CRM) system.

The Council now requires a reliable partner to manage the successful integration of the CRM in to its business. The partner will be responsible for both:

• business integration (including process scoping and design and operational implementation),

• system implementation (including platform build).

The chosen partner will take the Council’s functional requirements through to platform build, including technical design, process build and service transformation.

The chosen partner will work in collaboration with the Walsall Transformation Team and in line with the Council’s PROUD Blueprint

The Council has selected Microsoft Dynamics 365 CE as the preferred CRM system.

II.2.14)Additional information
II.3)Estimated date of publication of contract notice:

Section IV: Procedure

IV.1.8)Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: no

Section VI: Complementary information

VI.3)Additional information:
VI.5)Date of dispatch of this notice: