Customer relationship management tool – development, support & maintenance services

Tourism Ireland

Tourism Ireland wishes to enter into a contract with a Supplier for the development, support and maintenance of an existing customer relationship management system.
Note: to register your interest in this notice and obtain any additional information please visit the eTenders web site at http://www.etenders.gov.ie/Search/Search_Switch.aspx?ID=262972.

Deadline

The time limit for receipt of tenders was 2011-07-19. The procurement was published on 2011-06-29.

Suppliers

The following suppliers are mentioned in award decisions or other procurement documents:

Who? What? Where?
Procurement history
Date Document
2011-06-29 Contract notice
2011-07-15 Additional information
2012-03-09 Contract award notice
Contract notice (2011-06-29)
Object
Scope of the procurement
Title: customer Relation Management software development services
Quantity or scope:
Tourism Ireland, through a previous procurement has implemented Microsoft Dynamics v4.0 and intends to continue to use this as our CRM tool. During the lifespan of this agreement, we intend to investigate options for further developments and innovations, such as upgrading to MS Dynamics CRM 2011 [or equivalent] and moving to a cloud model.The contract period will be for five (5) years subject to budget and annual performance review, and other factors. There is an option to extend this period to a maximum of 7 years on the basis of budget and annual performance review.
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Notice metadata
Original language: English 🗣️
Document type: Contract notice
Nature of contract: Services
Regulation: European Union, with participation of GPA countries
Common procurement vocabulary (CPV)
Code: Customer Relation Management software development services 📦

Procedure
Procedure type: Accelerated restricted procedure
Type of bid: Submission for all lots
Award criteria
The most economic tender

Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: Body governed by public law
Postal address: 5th Floor - Bishop's Square, Redmond's Hill
Postal town: Dublin 2
Contact
Internet address: http://www.tourismireland.com 🌏
Phone: +353 14763400 📞
Fax: +353 14763666 📠

Reference
Dates
Date dispatched: 2011-06-29 📅
Submission deadline: 2011-07-19 📅
Publication date: 2011-07-02 📅
Identifiers
Notice number: 2011/S 125-207888
OJ-S issue: 125
Additional information
Please refer to the Irish public procurement portal www.etenders.gov.ie to download the RTP documentation in support of this notice. This is the first stage in a competitve restricted [accelerated] tender process. Tourism Ireland invites requests to participate from suitably qualified service providers. Requests to participate must be submitted in hard copy and must be sent in clearly marked envelopes. Tourism Ireland cannot accept responsibility for applications that are lost or damaged in the post. Late applications will not be accepted. Applications by fax or by email will not be accepted. Tourism Ireland will not be responsible for costs, charges or expenses incurred by participants, whether or not a final contract is awarded. Tourism Ireland is subject to the provisions of the code of practice on freedom of information for North South implementation bodies and Tourism Ireland. Award of this contract will be subject to approval by the board of Tourism Ireland. Award of this contract will be subject to selected candidate obtaining a tax clearance certificate [or equivalent] as required by the Irish revenue commissioners. The contract will be subject to Irish law. Tourism Ireland reserves the right without advance notice (and without giving reasons unless so required by law and without liability to the applicants) to amend or otherwise change the process or to terminate the process. This notice does not represent a commitment to enter into any contract(s). (ET Ref:262972).
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Object
Scope of the procurement
Short description:
Tourism Ireland wishes to enter into a contract with a Supplier for the development, support and maintenance of an existing customer relationship management system.
Note: to register your interest in this notice and obtain any additional information please visit the eTenders web site at http://www.etenders.gov.ie/Search/Search_Switch.aspx?ID=262972.
Quantity or scope:
Tourism Ireland, through a previous procurement has implemented Microsoft Dynamics v4.0 and intends to continue to use this as our CRM tool. During the lifespan of this agreement, we intend to investigate options for further developments and innovations, such as upgrading to MS Dynamics CRM 2011 [or equivalent] and moving to a cloud model.
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The contract period will be for five (5) years subject to budget and annual performance review, and other factors. There is an option to extend this period to a maximum of 7 years on the basis of budget and annual performance review.
Reference number: CMD/CEEM/CRM/1
Place of performance
Main site or place of performance: Island of Ireland: Coleraine & Dublin.

Legal, economic, financial and technical information
Conditions for participation
Economic and financial standing:
(1) All candidates will be required to provide a reference from their bank;
(2) All candidates will be required to provide a statement, covering the 3 previous financial years including the overall turnover of the candidate and the turnover in respect of the activities which are of a similar type to the subject matter of this notice;
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(3) All candidates will be required to provide statements of accounts or extracts from those accounts relating to their business.
Minimum level(s) of standards:
A banker's reference (that is, a reference from your bank, not an account statement);
Audited annual accounts for the last three [3] years;
A summary of annual turnover for the last three [3] years, shown in euros 000’s; and.
A summary of annual turnover in respect of the services to which the contract relates for the last three [3] years.
Contract execution
Deposits and guarantees required:
The successful service provider may be required to provide a bank guarantee, collateral warranty and/or performance bond at contract stage. Further details will be provided in the tender documents.
Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
Requests to participate may be submitted by groups of contractors. Should the contract be awarded to a consortium, each firm in the consortium shall be jointly and severally liable to the Contracting Authority for the fulfilment of the terms of the contract. Submissions should make clear which companies are proposed to be members of the consortium (and jointly and severally liable to the Contracting Authority) and which are to be sub-contractors. Subsequent changes to the members of the consortium may result in disqualification of that group.
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Names and professional qualifications of the staff ✅

Procedure
Justification of the accelerated procedure:
The current CRM system requires urgent re-development due to its inability to cope with increased requirements following enhancements to Tourism Ireland's CEM system. This lack of capability is impacting significantly on Tourism Ireland's essential marketing activities.
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Envisaged number of candidates: 5
Date of dispatch of invitations: 2011-07-22 📅
Languages
Language: English 🗣️

Contracting authority
Identity
Awarding authority name: Tourism Ireland
Contact
Contact point: Corporate Services & Policy Division
Hannah Hughes
Address of the buyer profile: http://www.etenders.gov.ie/search/Search_AuthProfile.aspx?ID=AA01860 🌏
Name: Tourism Ireland
Postal address: Beresford House, 2 Beresford Road
Postal town: Coleraine
Postal code: BT52 1GE
Country: United Kingdom 🇬🇧
Contact point: Customer Engagement & eMarketing
Gemma Loughrey
Phone: +44 2870359200 📞
URL for participation: http://www.tourismireland.com 🌏

Reference
Dates
Start date: 2011-10-03 📅
End date: 2018-10-03 📅
Identifiers
Reference number attributed by the contracting authority: CMD/CEEM/CRM/1
Additional information
Please refer to the Irish public procurement portal www.etenders.gov.ie to download the RTP documentation in support of this notice.
This is the first stage in a competitve restricted [accelerated] tender process. Tourism Ireland invites requests to participate from suitably qualified service providers.
Requests to participate must be submitted in hard copy and must be sent in clearly marked envelopes.
Tourism Ireland cannot accept responsibility for applications that are lost or damaged in the post.
Late applications will not be accepted. Applications by fax or by email will not be accepted.
Tourism Ireland will not be responsible for costs, charges or expenses incurred by participants, whether or not a final contract is awarded.
Tourism Ireland is subject to the provisions of the code of practice on freedom of information for North South implementation bodies and Tourism Ireland.
Award of this contract will be subject to approval by the board of Tourism Ireland.
Award of this contract will be subject to selected candidate obtaining a tax clearance certificate [or equivalent] as required by the Irish revenue commissioners.
The contract will be subject to Irish law.
Tourism Ireland reserves the right without advance notice (and without giving reasons unless so required by law and without liability to the applicants) to amend or otherwise change the process or to terminate the process. This notice does not represent a commitment to enter into any contract(s).
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(ET Ref:262972).

Complementary information
Recurrent procurement
2018.
Source: OJS 2011/S 125-207888 (2011-06-29)
Additional information (2011-07-15)
Object
Notice metadata
Document type: Additional information

Reference
Dates
Date dispatched: 2011-07-15 📅
Submission deadline: 2011-07-21 📅
Publication date: 2011-07-20 📅
Identifiers
Notice number: 2011/S 137-226811
Refers to notice: 2011/S 125-207888
OJ-S issue: 137
Source: OJS 2011/S 137-226811 (2011-07-15)
Contract award notice (2012-03-09)
Object
Notice metadata
Document type: Contract award notice

Procedure
Type of bid: Not applicable

Contracting authority
Identity
Postal code: D2
Postal town: Dublin

Reference
Dates
Date dispatched: 2012-03-09 📅
Publication date: 2012-03-14 📅
Identifiers
Notice number: 2012/S 51-082431
OJ-S issue: 51
Additional information
This tender process is now complete and a contract has been awarded. It is closed to applications. (ET Ref:394952).

Procedure
Award criteria
Criterion: 1. Cost (50)
2. System Foundations, Configuration and Integration (20)
3. Usage and Users (12)
4. Expert Resources and Project Management (9)
5. Managed Services and Confirmation of Requirements (9)

Award of contract
Date of contract conclusion: 2011-11-01 📅
Name: iSite
Postal address: Unit A1, Hume Centre, Park West
Postal town: Dublin
Postal code: D12
Country: Ireland 🇮🇪
Internet address: www.isite-solutions.com 🌏
Information about tenders
Number of tenders received: 3
Source: OJS 2012/S 051-082431 (2012-03-09)
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