Implementation, Maintenance and Support of a Business to Business (B2B) CRM Solution Incorporating Email Marketing and Event Management

Tourism Ireland Limited

Tourism Ireland seeks a suitably qualified supplier to provide a Business to Business (B2B) Customer Relationship Management (CRM) solution. The list of elements forming the services is indicative only, is not exhaustive and may be subject to change. The primary function of the CRM solution will be to manage Tourism Ireland’s communications with their industry partners on the Island of Ireland, and overseas trade, media and business tourism contacts in their markets. The solution may also be used in future to accommodate this function in other areas of the business such as contract management. The solution will readily integrate with Tourism Ireland’s email communication platform, Microsoft Outlook 365. It is anticipated that work under the Contract will commence in March 2019. For more detailed information in please refer to the documentation supplied with this notice for downloading.

Deadline

The time limit for receipt of tenders was 2018-10-18. The procurement was published on 2018-09-20.

Who?

• Tourism Ireland Limited

What?

Where?

• Éire/Ireland

Procurement history

Date	Document
2018-09-20	Contract notice

Contract notice (2018-09-20)
Object
Scope of the procurement
Title: Customer Relation Management software package
Reference number: B2BCRM2018
Short description:

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: Software package and information systems 📦
Place of performance
NUTS region: Éire/Ireland 🏙️

Procedure
Procedure type: 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
Awarding authority name: Tourism Ireland Limited
Postal address: 5th Floor — Bishop's Square, Redmond's Hill
Postal code: D02 TD99
Postal town: Dublin
Contact
Internet address: http://www.ireland.com 🌏
E-mail: hhughes@tourismireland.com 📧
Phone: +353 14763474 📞
Fax: +353 14763642 📠
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=135279&B=ETENDERS_SIMPLE 🌏

Reference
Dates
Date dispatched: 2018-09-20 📅
Submission deadline: 2018-10-18 📅
Publication date: 2018-09-25 📅
Identifiers
Notice number: 2018/S 184-416334
OJ-S issue: 184
Additional information

1) Interested parties must register their interest on the eTenders website (www.etenders.gov.ie) in order to be included on the mailing list for clarifications. All information relating to attachments, including clarifications and changes, will be published on the Irish Government Procurement Opportunities Portal (www.etenders.gov.ie)only. Registration is free of charge. Tourism Ireland will not accept responsibility for information relayed (or not relayed) via third parties; 2) This is the 1st stage in a 2-stage restricted tender process. This is the sole call for requests to participate for this contract; 3) The Contracting Authority will not be responsible for any costs, charges or expenses incurred by candidates or tenderers; 4) Contract award will be subject to the approval of the Board of Tourism Ireland; 5) It will be a condition of award that the successful tenderer is and remains tax compliant; 6) At its absolute discretion, the Contracting Authority may elect to terminate this procurement process, or any contract awarded at any time; 7) Please note in relation to all documents, that where reference is made to a particular standard, make, source, process, trademark, type or patent, that this is not to be regarded as a de facto requirement. In all such cases it should be understood that such indications are to be treated strictly and solely for reference purposes only, to which the words or "equivalent" will always be appended; 8) Without prejudice to the principle of equal treatment, the Contracting Authority is not obliged to engage in a clarification process in respect of the procurement documents with missing or incomplete information. Therefore, respondents are advised to ensure that they return completed documentation in order to avoid the risk of elimination from the competition; 9) At Section II.2.9 we have indicated that 5 applicants will be invited to tender, please note that the Contracting Authority reserves the right to invite at least 5 subject to that number qualifying; 10) Requests to participate must be delivered as per the Instructions; 11) Tourism Ireland will not accept or consider requests to participate delivered after this deadline; 12) Tourism Ireland will not be responsible for costs, charges or expenses incurred by applicants, whether or not a final contract is awarded; 13) Tourism Ireland is subject to the provisions of the code of practice on freedom of information for North/South implementation bodies and Tourism Ireland, which is available on Tourism Ireland‘s website; 14) To the extent that any Personal Data is processed by the successful bidder in connection with the provision of the services or otherwise, the provisions set out in Tourism Ireland’s minimum conditions of contract under “Data processing terms” shall apply to such processing; 15) The contract will be subject to Irish law; 16) 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.

Additional information

1) Interested parties must register their interest on the eTenders website (www.etenders.gov.ie) in order to be included on the mailing list for clarifications. All information relating to attachments, including clarifications and changes, will be published on the Irish Government Procurement Opportunities Portal (www.etenders.gov.ie)only. Registration is free of charge. Tourism Ireland will not accept responsibility for information relayed (or not relayed) via third parties;

2) This is the 1st stage in a 2-stage restricted tender process. This is the sole call for requests to participate for this contract;

3) The Contracting Authority will not be responsible for any costs, charges or expenses incurred by candidates or tenderers;

4) Contract award will be subject to the approval of the Board of Tourism Ireland;

5) It will be a condition of award that the successful tenderer is and remains tax compliant;

6) At its absolute discretion, the Contracting Authority may elect to terminate this procurement process, or any contract awarded at any time;

7) Please note in relation to all documents, that where reference is made to a particular standard, make, source, process, trademark, type or patent, that this is not to be regarded as a de facto requirement. In all such cases it should be understood that such indications are to be treated strictly and solely for reference purposes only, to which the words or "equivalent" will always be appended;

8) Without prejudice to the principle of equal treatment, the Contracting Authority is not obliged to engage in a clarification process in respect of the procurement documents with missing or incomplete information. Therefore, respondents are advised to ensure that they return completed documentation in order to avoid the risk of elimination from the competition;

9) At Section II.2.9 we have indicated that 5 applicants will be invited to tender, please note that the Contracting Authority reserves the right to invite at least 5 subject to that number qualifying;

10) Requests to participate must be delivered as per the Instructions;

11) Tourism Ireland will not accept or consider requests to participate delivered after this deadline;

12) Tourism Ireland will not be responsible for costs, charges or expenses incurred by applicants, whether or not a final contract is awarded;

13) Tourism Ireland is subject to the provisions of the code of practice on freedom of information for North/South implementation bodies and Tourism Ireland, which is available on Tourism Ireland‘s website;

14) To the extent that any Personal Data is processed by the successful bidder in connection with the provision of the services or otherwise, the provisions set out in Tourism Ireland’s minimum conditions of contract under “Data processing terms” shall apply to such processing;

15) The contract will be subject to Irish law;

16) 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.

Object
Scope of the procurement
Estimated total value: 280 000 EUR 💰
Short description:

Tourism Ireland seeks a suitably qualified supplier to provide a Business to Business (B2B) Customer Relationship Management (CRM) solution. The list of elements forming the services is indicative only, is not exhaustive and may be subject to change. The primary function of the CRM solution will be to manage Tourism Ireland’s communications with their industry partners on the Island of Ireland, and overseas Trade, media and business tourism contacts in their markets. The solution may also be used in future to accommodate this function in other areas of the business such as contract management. The solution will readily integrate with Tourism Ireland’s email communication platform, Microsoft Outlook 365. The contract period will be for up to 5 years subject to budget, annual performance review and other factors. It is anticipated that work under the Contract will commence in March 2019. For more detailed information including a specification of requirements please refer to the documentation supplied with this notice for downloading.

Estimated value excluding VAT: 280 000 EUR 💰
Duration: 60 months
Description of renewals:

The Contract Period will be for up to 5 years subject to budget, annual performance review and other factors.

Place of performance
Main site or place of performance: Island of Ireland and across Tourism Ireland's global network of offices

Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity: Please refer to the tender documents available for downloading.
Economic and financial standing: Please refer to the tender documents available for downloading.
Minimum level(s) of standards: Please refer to the tender documents available for downloading.
Technical and professional ability: Please refer to the tender documents available for downloading.
Contract execution
Contract performance conditions: Please refer to the tender documents available for downloading.

Procedure
Legal basis: 32014L0024
Envisaged number of candidates: 5
Objective criteria for choosing the limited number of candidates:

Pre-Qualification Criteria.

Completed ESPD Document.

Evidence of appropriate turnover.

Evidence of appropriate insurance cover.

Reluctance or failure to supply a completed ESPD will lead to disqualification from the tender competition.

Suitability criteria.

Details of previous experience in managing contracts of a similar size and nature within the previous 3 years / List of Referees [40 %].

Details of proven skills and knowledge, and team experience in the areas as outlined [40 %].

Adequate resources to fulfil the requirements [20 %].

Time of receipt of tenders: 12:00
Date of dispatch of invitations: 2018-10-30 📅
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 12 months

Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Hannah Hughes
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/1197 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=135279&B=ETENDERS_SIMPLE 🌏
Awarding authority name: Tourism Ireland
E-mail: tenderresponse@tourismireland.com 📧
Internet address: www.tourismireland.com 🌏

Reference
Additional information

2) This is the 1st stage in a 2-stage restricted tender process. This is the sole call for requests to participate for this contract;

3) The Contracting Authority will not be responsible for any costs, charges or expenses incurred by candidates or tenderers;

4) Contract award will be subject to the approval of the Board of Tourism Ireland;

5) It will be a condition of award that the successful tenderer is and remains tax compliant;

6) At its absolute discretion, the Contracting Authority may elect to terminate this procurement process, or any contract awarded at any time;

7) Please note in relation to all documents, that where reference is made to a particular standard, make, source, process, trademark, type or patent, that this is not to be regarded as a de facto requirement. In all such cases it should be understood that such indications are to be treated strictly and solely for reference purposes only, to which the words or "equivalent" will always be appended;

8) Without prejudice to the principle of equal treatment, the Contracting Authority is not obliged to engage in a clarification process in respect of the procurement documents with missing or incomplete information. Therefore, respondents are advised to ensure that they return completed documentation in order to avoid the risk of elimination from the competition;

9) At Section II.2.9 we have indicated that 5 applicants will be invited to tender, please note that the Contracting Authority reserves the right to invite at least 5 subject to that number qualifying;

10) Requests to participate must be delivered as per the Instructions;

11) Tourism Ireland will not accept or consider requests to participate delivered after this deadline;

12) Tourism Ireland will not be responsible for costs, charges or expenses incurred by applicants, whether or not a final contract is awarded;

13) Tourism Ireland is subject to the provisions of the code of practice on freedom of information for North/South implementation bodies and Tourism Ireland, which is available on Tourism Ireland‘s website;

14) To the extent that any Personal Data is processed by the successful bidder in connection with the provision of the services or otherwise, the provisions set out in Tourism Ireland’s minimum conditions of contract under “Data processing terms” shall apply to such processing;

15) The contract will be subject to Irish law;

16) 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.

Complementary information
Review body
Name: The High Court
Postal address: The Four Courts
Postal town: Dublin 7
Country: Ireland 🇮🇪
Source: OJS 2018/S 184-416334 (2018-09-20)

New procurements in related categories 🆕

Software package and information systems (20 new procurements)

Business transaction and personal business software package (7)

Financial analysis and accounting software package (1)