Dienstleistungen - 78677-2020

17/02/2020    S33    Services - Contract notice - Open procedure 

United Kingdom-Hatfield: Customer Relation Management software package

2020/S 033-078677

Contract notice

Services

Legal Basis:
Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses
Official name: University of Hertfordshire
Postal address: MacLaurin Building, 4 Bishops Square, Hertfordshire
Town: Hatfield
NUTS code: UKH23 Hertfordshire
Postal code: AL10 8NE
Country: United Kingdom
Contact person: Procurement Department
E-mail: j.pickering@herts.ac.uk
Telephone: +44 1707284091

Internet address(es):

Main address: https://in-tendhost.co.uk/universityofhertfordshire

I.2)Information about joint procurement
I.3)Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at: https://in-tendhost.co.uk/universityofhertfordshire
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://in-tendhost.co.uk/universityofhertfordshire
Tenders or requests to participate must be submitted to the abovementioned address
I.4)Type of the contracting authority
Body governed by public law
I.5)Main activity
General public services

Section II: Object

II.1)Scope of the procurement
II.1.1)Title:

Applicant, Student and Alumni CRM Project — 2020

Reference number: 20003
II.1.2)Main CPV code
48445000 Customer Relation Management software package
II.1.3)Type of contract
Services
II.1.4)Short description:

The supply and implementation of a new Contact Centre and student customer relationship management (CRM) system for the University of Hertfordshire. There are 2 lots and tenderers may bid for either or both lots:

Lot 1: Multi-Channel Contact Centre;

Lot 2: Customer Relationship Management (CRM) System.

It is anticipated that the multi-channel service will provide the interface between external engagement services and the CRM system. It is anticipated that the CRM will the interfacing service and foundational database for customer information as collected from various internal and external sources. Please express interest and download the tender documents for full information.

II.1.5)Estimated total value
II.1.6)Information about lots
This contract is divided into lots: yes
Tenders may be submitted for all lots
II.2)Description
II.2.1)Title:

Multi-Channel Contact Centre

Lot No: 1
II.2.2)Additional CPV code(s)
48445000 Customer Relation Management software package
48219300 Administration software package
72212445 Customer Relation Management software development services
48000000 Software package and information systems
II.2.3)Place of performance
NUTS code: UKH23 Hertfordshire
Main site or place of performance:

Hatfield, Hertfordshire, UNITED KINGDOM.

II.2.4)Description of the procurement:

Lot 1: Multi-channel Contact Centre for a new CRM system.

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
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 60
This contract is subject to renewal: no
II.2.10)Information about variants
Variants will be accepted: no
II.2.11)Information about options
Options: no
II.2.12)Information about electronic catalogues
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

II.2)Description
II.2.1)Title:

Customer Relationship Management (CRM) System

Lot No: 2
II.2.2)Additional CPV code(s)
48445000 Customer Relation Management software package
48219300 Administration software package
72212445 Customer Relation Management software development services
48000000 Software package and information systems
II.2.3)Place of performance
NUTS code: UKH23 Hertfordshire
Main site or place of performance:

Hatfield, Hertfordshire, UNITED KINGDOM.

II.2.4)Description of the procurement:

Applicant, student and alumni, customer relation management system.

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
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 60
This contract is subject to renewal: no
II.2.10)Information about variants
Variants will be accepted: no
II.2.11)Information about options
Options: no
II.2.12)Information about electronic catalogues
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.1.2)Economic and financial standing
Selection criteria as stated in the procurement documents
III.1.3)Technical and professional ability
Selection criteria as stated in the procurement documents
III.1.5)Information about reserved contracts
III.2)Conditions related to the contract
III.2.1)Information about a particular profession
III.2.2)Contract performance conditions:
III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure

IV.1)Description
IV.1.1)Type of procedure
Open procedure
IV.1.3)Information about a framework agreement or a dynamic purchasing system
IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue
IV.1.6)Information about electronic auction
IV.1.8)Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: yes
IV.2)Administrative information
IV.2.1)Previous publication concerning this procedure
IV.2.2)Time limit for receipt of tenders or requests to participate
Date: 16/03/2020
Local time: 12:00
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates
IV.2.4)Languages in which tenders or requests to participate may be submitted:
English
IV.2.6)Minimum time frame during which the tenderer must maintain the tender
IV.2.7)Conditions for opening of tenders
Date: 16/03/2020
Local time: 12:00
Place:

Section VI: Complementary information

VI.1)Information about recurrence
This is a recurrent procurement: no
VI.2)Information about electronic workflows
VI.3)Additional information:

Please go to the University's eTendering website — https://in-tendhost.co.uk/universityofhertfordshire You should then click on the Current Tenders link where you can view the project details and, if the project is of further interest, express an interest and register your organisation with our eTendering system. Once your registration has been accepted and you have received your login details by email, you can login to view the full tender documentation by clicking on the My Tenders link.

Please note: if you have already registered on the University of Hertfordshire eTendering portal there is no need to re-register. Simply login using your existing details. An email to the buying organisation requesting inclusion is not acceptable.

VI.4)Procedures for review
VI.4.1)Review body
Official name: Crown Commercial Services
Town: Liverpool
Country: United Kingdom
VI.4.2)Body responsible for mediation procedures
VI.4.3)Review procedure
Precise information on deadline(s) for review procedures:

VI.4.4)Service from which information about the review procedure may be obtained
VI.5)Date of dispatch of this notice:
12/02/2020