The Provision of Software and Implementation Services for a Customer Relationship Management Solution for Wexford County Council

Wexford County Council

The provision of software and implementation services for a customer relationship management solution for Wexford County Council.

Deadline

The time limit for receipt of tenders was 2017-10-27. The procurement was published on 2017-09-27.

Suppliers

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

Who? What? Where?
Procurement history
Date Document
2017-09-27 Contract notice
2018-02-22 Contract award notice
Contract notice (2017-09-27)
Object
Scope of the procurement
Title: Customer Relation Management software package
Reference number: 37/CS/2017
Short description:
The provision of software and implementation services for a customer relationship management solution for Wexford County Council.
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 package 📦
Additional CPV: Customer Relation Management software package 📦
Place of performance
NUTS region: South-East 🏙️

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

Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: Regional or local authority
Awarding authority name: Wexford County Council
Postal address: County Hall
Postal code: Y35 WY93
Postal town: Wexford
Contact
Internet address: http://www.etenders.gov.ie 🌏
E-mail: procurement@wexfordcoco.ie 📧
Phone: +353 539196243 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=119208&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=119208&B=ETENDERS_SIMPLE 🌏

Reference
Dates
Date dispatched: 2017-09-27 📅
Submission deadline: 2017-10-27 📅
Publication date: 2017-09-29 📅
Identifiers
Notice number: 2017/S 187-383124
OJ-S issue: 187

Object
Scope of the procurement
Estimated total value: 500 000 EUR 💰
Short description:
Wexford County Council has initiated a customer service project with the overall aim of providing consistent, quality service to its customers. The new model will be focused on a centralised delivery model through the formation of a customer contact centre and the implementation of a Customer Relationship Management System. The Council now wishes to procure an externally-hosted customer relationship management system which will perform the following functions:
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— Provide the software to support the Customer Service Centre to capture and manage all customer interactions including enquiries, service requests and applications through multiple channels (email, online form, telephone, post, in-person visit, social media, chat, etc.);
Show more
— Provide the ability to record and monitor projects and the various interactions that occur with multiple customers and organisations;
— Provide an electronic forms and work-flow solution with rich integration functionality that will allow the Council to develop online forms for services requests and applications;
— Capture customers basic data and manage the routing, tracking and monitoring of cases through the appropriate stream for further information/communications or progression to application/registration and resolution;
— Provide online services (reporting of issues or incidents, request for specific services, customer account enquiries, customer payments and payments for other services), which are fully integrated with the CRM, and can be customised to the processes of the required streams within the Council;
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— Provide a secure customer portal that will enable customers to request, monitor and manage their service requests, applications, accounts and other interactions with the Council;
— Provide an intuitive, easy to use dashboard for back office staff to deal with the cases assigned to them;
— Support data management, analysis, and reporting requirements;
— Where appropriate, a map based interface is required to allow customers to ide.
Estimated value excluding VAT: 500 000 EUR 💰
Duration: 36 months
Description of renewals: 2 options for a 1 year renewal.
Place of performance
Main site or place of performance: Carricklawn, Wexford.

Procedure
Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender opening date: 2017-10-28 📅
Tender opening time: 12:00

Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Philip Knight
Internet address: www.etenders.gov.ie 🌏
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/1199 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=119208&B=ETENDERS_SIMPLE 🌏

Complementary information
Review body
Name: High Court
Postal address: Chief Registrar, The Four Courts, Inns Quay
Postal town: Dublin
Postal code: 7
Country: Ireland 🇮🇪
Phone: +353 18886000 📞
E-mail: highcourtcentraloffice@courts.ie 📧
Source: OJS 2017/S 187-383124 (2017-09-27)
Contract award notice (2018-02-22)
Object
Scope of the procurement
Total value of the procurement: 343 280 EUR 💰
Notice metadata
Document type: Contract award notice

Procedure
Type of bid: Not applicable

Contracting authority
Identity
Postal code: Y35W Y93

Reference
Dates
Date dispatched: 2018-02-22 📅
Publication date: 2018-02-23 📅
Identifiers
Notice number: 2018/S 038-083585
Refers to notice: 2017/S 187-383124
OJ-S issue: 38

Object
Scope of the procurement
Short description:
Wexford County Council has initiated a customer service project with the overall aim of providing consistent, quality service to its customers. The new model will be focused on a centralised delivery model through the formation of a customer contact centre and the implementation of a Customer Relationship Management System. The Council now wishes to procure an externally-hosted customer relationship management system which will perform the following functions
Show more
— Provide the software to support the Customer Service Centre to capture and manage all customer interactions including enquiries, service requests and applications through multiple channels (email, online form, telephone, post, in-person visit, social media, chat, etc),
Show more
— Provide the ability to record and monitor projects and the various interactions that occur with multiple customers and organisations,
— Provide an electronic forms and workflow solution with rich integration functionality that will allow the Council to develop online forms for services requests and applications,
— Capture customers basic data and manage the routing, tracking and monitoring of cases through the appropriate stream for further information/communications or progression to application/registration and resolution,
— Provide online services (reporting of issues or incidents, request for specific services, customer account enquiries, customer payments and payments for other services), which are fully integrated with the CRM, and can be customised to the processes of the required streams within the Council,
Show more
— Provide a secure customer portal that will enable customers to request, monitor and manage their service requests, applications, accounts and other interactions with the Council,
— Provide an intuitive, easy to use dashboard for back office staff to deal with the cases assigned to them,
— Support data management, analysis, and reporting requirements,

Procedure
Award criteria
Quality criterion (name): Quality of approach
Quality criterion (weighting): 70 %
Price weighting: 30 %

Award of contract
Date of contract conclusion: 2017-12-11 📅

Complementary information
Review body
Postal code: D7
Source: OJS 2018/S 038-083585 (2018-02-22)
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