Supply, installation and configuration of a Customer Relationship Management (CRM) solution that incorporates a centralised Customer Engagement Contact Centre (CECC) facility
Supply, installation and configuration of a Customer Relationship Management (CRM) solution that incorporates a centralised Customer Engagement Contact Centre (CECC) facility.
Deadline
The time limit for receipt of tenders was 2018-10-12.
The procurement was published on 2018-09-07.
Suppliers
The following suppliers are mentioned in award decisions or other procurement documents:
Object Scope of the procurement
Title:
“Supply, installation and configuration of a Customer Relationship Management (CRM) solution that incorporates a centralised Customer Engagement Contact...”
Title
Supply, installation and configuration of a Customer Relationship Management (CRM) solution that incorporates a centralised Customer Engagement Contact Centre (CECC) facility
RFT 139418
Supply, installation and configuration of a Customer Relationship Management (CRM) solution that incorporates a centralised Customer Engagement Contact Centre (CECC) facility.
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Estimated value excluding VAT: EUR 700 000 💰
DAFM now has a requirement for a CRM Solution to support the implementation of the CRM Strategy in evolving to a Customer Centric Model.
The system proposes to integrate DAFM’s current telephony systems thereby facilitating the creation of a unified system to interact with DAFM customers. This system will provide for an enhanced customer experience through the use of digitalisation of services, automated workflows, case resolution functionality and a call reporting facility.
The introduction of a common platform across DAFM helpdesk environments will provide a single integrated view of a customer, by interfacing with a range of existing DAFM systems. The CRM System will obtain intelligence based on customer interactions across all DAFM data feeds.
The Department has a strong commitment to providing an excellent customer service. DAFM’s external customer is primarily the Farmer and under the Charter of Rights for Farmers the Department is committed to develop and improve services to all customers. The introduction of a new and improved CRM will enhance service delivery to all external and internal customers and will mitigate reputational risks to the Department. In addition, the Department is committed to simplifying and increasing options available to all our stakeholders (internal and external customer) for interacting with the Department. The CRM portal will offer a fast and efficient facility to submit and manage calls for review, including quick and secure transfer of data and documents across internal divisions.
Introduction of the new CRM will enhance customer service, in the following ways:
— Enhanced integration of systems will reduce the duplication of calls,
— One system, one message — assurance of a cohesive message being relayed to customers,
— Improved customer access to data in relation to scheme applications, herd data etc.,
— Improved monitoring of customer queries especially at peak application/payment times,
— Improved inter connectivity to other compatible divisions across DAFM. Re
Show more Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
Scope of the procurement
Estimated total value excluding VAT: EUR 700 000 💰
Duration of the contract, framework agreement or dynamic purchasing system
The time frame below is expressed in number of months.
Description
Duration: 24
Duration of the contract, framework agreement or dynamic purchasing system
This contract is subject to renewal ✅ Description
Description of renewals: Three (3) possible 12-month extensions.
Legal, economic, financial and technical information Economic and financial standing
Selection criteria as stated in the procurement documents
Technical and professional ability
Selection criteria as stated in the procurement documents
Procedure Type of procedure
Open procedure
Administrative information
Time limit for receipt of tenders or requests to participate: 2018-10-12
17:00 📅
Languages in which tenders or requests to participate may be submitted: English 🗣️
Conditions for opening of tenders: 2018-10-12
17:00 📅
Complementary information Information about electronic workflows
Electronic payment will be used
Review body
Name: High Court of Ireland
Postal town: Dublin
Country: Ireland 🇮🇪
Source: OJS 2018/S 174-394162 (2018-09-07)
Additional information (2018-09-28) Contracting authority Name and addresses
Postal address: Agriculture House
Postal code: Kildare Street
Object Scope of the procurement
Title:
“Supply, Installation and Configuration of a Customer Relationship Management (CRM) Solution that Incorporates a Centralised Customer Engagement Contact...”
Title
Supply, Installation and Configuration of a Customer Relationship Management (CRM) Solution that Incorporates a Centralised Customer Engagement Contact Centre (CECC) Facility
RFT 139418
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Short description:
“Supply, installation and configuration of a Customer Relationship Management (CRM) solution that incorporates a Centralised Customer Engagement Contact...”
Short description
Supply, installation and configuration of a Customer Relationship Management (CRM) solution that incorporates a Centralised Customer Engagement Contact Centre (CECC) facility.
Complementary information Original notice reference
Notice number in the OJ S: 2018/S 174-394162
Changes Text to be corrected in the original notice
Section number: II.1.5)
Old value
Text: 700 000 EUR
New value
Text: 1 200 000 EUR
Text to be corrected in the original notice
Section number: IV 2.2)
Old value
Date: 2018-10-12 📅
New value
Date: 2018-10-26 📅
Other additional information
“The Contracting Authority wishes to advise potential tenderers that an incorrect figure of 700 000 EUR was provided as the estimated expenditure value of...”
The Contracting Authority wishes to advise potential tenderers that an incorrect figure of 700 000 EUR was provided as the estimated expenditure value of the contract term and possible extensions. The Contracting Authority has revised the estimated expenditure to 1 200 000 EUR should the contract term be extended for 3 years.
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Source: OJS 2018/S 190-429626 (2018-09-28)
Contract award notice (2022-05-12) Object Scope of the procurement
Total value of the procurement (excluding VAT): EUR 1 039 537 💰
Description
Description of the procurement:
“DAFM now has a requirement for a CRM Solution to support the implementation of the CRM Strategy in evolving to a Customer Centric Model.
The system proposes...”
Description of the procurement
DAFM now has a requirement for a CRM Solution to support the implementation of the CRM Strategy in evolving to a Customer Centric Model.
The system proposes to integrate DAFM’s current telephony systems thereby facilitating the creation of a unified system to interact with DAFM customers. This system will provide for an enhanced customer experience through the use of digitalisation of services, automated workflows, case resolution functionality and a call reporting facility.
The introduction of a common platform across DAFM helpdesk environments will provide a single integrated view of a customer, by interfacing with a range of existing DAFM systems. The CRM System will obtain intelligence based on customer interactions across all DAFM data feeds.
The Department has a strong commitment to providing an excellent customer service. DAFM’s external customer is primarily the Farmer and under the Charter of Rights for Farmers the Department is committed to develop and improve services to all customers. The introduction of a new and improved CRM will enhance service delivery to all external and internal customers and will mitigate reputational risks to the Department. In addition, the Department is committed to simplifying and increasing options available to all our stakeholders (internal and external customer) for interacting with the Department. The CRM portal will offer a fast and efficient facility to submit and manage calls for review, including quick and secure transfer of data and documents across internal divisions.
Introduction of the new CRM will enhance customer service, in the following ways:
• Enhanced integration of systems will reduce the duplication of calls
• One system, one message – assurance of a cohesive message being relayed to customers.
• Improved customer access to data in relation to scheme applications, herd data etc
• Improved monitoring of customer queries especially at peak application/payment times.
• Improved inter connectivity to other compatible divisions across DAFM. Re
Show more Award criteria
Quality criterion (name):
“Quality of the Proposed software in terms of the Functional and Technical requirements of the RFT”
Quality criterion (weighting): 100
Quality criterion (name): Quality of the Proposed Software Licence Model
Quality criterion (weighting): 50
Quality criterion (name): Infrastructure and Quality of the Proposed Implementation Plan
Quality criterion (weighting): 175
Quality criterion (name): Quality of the Proposed Support and Maintenance Services
Quality criterion (weighting): 75
Quality criterion (name): Quality of the Proposed Training
Cost criterion (name): Cost
Cost criterion (weighting): 550
Procedure Administrative information
Previous publication concerning this procedure: 2018/S 174-394162
Information about termination of call for competition in the form of a prior information notice
The contracting authority will not award any further contracts based on the above prior information notice
Award of contract
1️⃣
Contract Number: 1
Title:
“Supply, installation and configuration of a Customer Relationship Management (CRM) solution that incorporates a centralised Customer Engagement Contact...”
Title
Supply, installation and configuration of a Customer Relationship Management (CRM) solution that incorporates a centralised Customer Engagement Contact Centre (CECC) facility
Show more
Date of conclusion of the contract: 2018-12-05 📅
Information about tenders
Number of tenders received: 3
Number of tenders received by electronic means: 3
Name and address of the contractor
Name: Codec-dss Limited - T/A Codec
National registration number: IE4801297D
Postal address: Hyde House
Postal town: Dublin
Postal code: Adelaide Road
Country: Ireland 🇮🇪
Region: Éire/Ireland🏙️
URL: http://www.codec.ie🌏
The contractor is an SME
Information on value of the contract/lot (excluding VAT)
Estimated total value of the contract/lot: EUR 1 200 000 💰
Total value of the contract/lot: EUR 1 039 537 💰
Source: OJS 2022/S 095-263241 (2022-05-12)
Contract award notice (2022-06-14) Object Scope of the procurement
Total value of the procurement (excluding VAT): EUR 1 200 000 💰
Procedure Administrative information
Previous publication concerning this procedure: 2022/S 095-263241
Award of contract Name and address of the contractor
Phone: +353 0867749881📞
E-mail: ltobin@codec.ie📧
Fax: +353 857897822 📠 Information on value of the contract/lot (excluding VAT)
Estimated total value of the contract/lot: EUR 1 200 000 💰
Total value of the contract/lot: EUR 1 200 000 💰
Complementary information Additional information
“A contract award notice (CAN) was originally published on 18-05-2022 with incorrect information (2022-OJS095-263241). The figure entered in sections II.1.7...”
A contract award notice (CAN) was originally published on 18-05-2022 with incorrect information (2022-OJS095-263241). The figure entered in sections II.1.7 and V.2.4 (Total value of the contract/lot) of that CAN was incorrect. This CAN contains the correct figure.
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Source: OJS 2022/S 116-327543 (2022-06-14)
Modification of a contract/concession during its term (2022-06-24) Contracting authority Name and addresses
Postal address: Kildare Street, Dublin 2
Postal town: Dublin
Postal code: D02 WK12
Contact person: Stephen Wray
E-mail: stephen.wray@agriculture.gov.ie📧
URL: http://www.agriculture.gov.ie/🌏
Object Scope of the procurement
Title:
“Supply, installation and configuration of a Customer Relationship Management (CRM) solution that incorporates a centralised Customer Engagement Contact...”
Title
Supply, installation and configuration of a Customer Relationship Management (CRM) solution that incorporates a centralised Customer Engagement Contact Centre (CECC) facility
Show more Title
Lot Identification Number: 1
Description
Description of the procurement:
“DAFM now has a requirement for a CRM Solution to support the implementation of the CRM Strategy in evolving to a Customer Centric Model.
The system proposes...”
Description of the procurement
DAFM now has a requirement for a CRM Solution to support the implementation of the CRM Strategy in evolving to a Customer Centric Model.
The system proposes to integrate DAFM’s current telephony systems thereby facilitating the creation of a unified system to interact with DAFM customers. This system will provide for an enhanced customer experience through the use of digitalisation of services, automated workflows, case resolution functionality and a call reporting facility.
The introduction of a common platform across DAFM helpdesk environments will provide a single integrated view of a customer, by interfacing with a range of existing DAFM systems. The CRM System will obtain intelligence based on customer interactions across all DAFM data feeds.
The Department has a strong commitment to providing an excellent customer service. DAFM’s external customer is primarily the Farmer and under the Charter of Rights for Farmers the Department is committed to develop and improve services to all customers. The introduction of a new and improved CRM will enhance service delivery to all external and internal customers and will mitigate reputational risks to the Department. In addition, the Department is committed to simplifying and increasing options available to all our stakeholders (internal and external customer) for interacting with the Department. The CRM portal will offer a fast and efficient facility to submit and manage calls for review, including quick and secure transfer of data and documents across internal divisions.
Introduction of the new CRM will enhance customer service, in the following ways:
• Enhanced integration of systems will reduce the duplication of calls
• One system, one message – assurance of a cohesive message being relayed to customers.
• Improved customer access to data in relation to scheme applications, herd data etc
• Improved monitoring of customer queries especially at peak application/payment times.
• Improved inter connectivity to other compatible divisions across DAFM.
Procedure Administrative information
Previous publication concerning this procedure: 2022/S 116-327543
Award of contract Name and address of the contractor
Postal address: Hyde House, Adelaide Road
Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot: EUR 1 200 000 💰
Source: OJS 2022/S 123-350895 (2022-06-24)