Supply, installation and configuration of a Customer Relationship Management (CRM) solution that incorporates a centralised Customer Engagement Contact Centre (CECC) facility

Department of Agriculture, Food and the Marine

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:

Who? What? Where?
Procurement history
Date Document
2018-09-07 Contract notice
2018-09-28 Additional information
2022-05-12 Contract award notice
2022-06-14 Contract award notice
2022-06-24 Modification of a contract/concession during its term
Contract notice (2018-09-07)
Object
Scope of the procurement
Title: Customer Relation Management software development services
Reference number: RFT 139418
Short description:
Supply, installation and configuration of a Customer Relationship Management (CRM) solution that incorporates a centralised Customer Engagement Contact Centre (CECC) facility.
Notice metadata
Original language: English 🗣️
Document type: Contract notice
Nature of contract: Supplies
Regulation: European Union, with participation of GPA countries
Common procurement vocabulary (CPV)
Code: Customer Relation Management software development services 📦
Additional CPV: Computer platforms 📦
Place of performance
NUTS region: Éire/Ireland 🏙️

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: Ministry or any other national or federal authority
Awarding authority name: Department of Agriculture, Food and the Marine
Postal address: Agriculture House, Kildare Street
Postal town: Dublin 2
Contact
Internet address: http://www.agriculture.gov.ie 🌏
E-mail: pat.maguire@agriculture.gov.ie 📧
Phone: +353 16072266 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=134885&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=134885&B=ETENDERS_SIMPLE 🌏

Reference
Dates
Date dispatched: 2018-09-07 📅
Submission deadline: 2018-10-12 📅
Publication date: 2018-09-11 📅
Identifiers
Notice number: 2018/S 174-394162
OJ-S issue: 174

Object
Scope of the procurement
Estimated total value: 700 000 EUR 💰
Short description:
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.
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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.
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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.
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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
Estimated value excluding VAT: 700 000 EUR 💰
Duration: 24 months
Description of renewals: Three (3) possible 12-month extensions.

Procedure
Legal basis: 32014L0024
Time of receipt of tenders: 17:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender opening date: 2018-10-12 📅
Tender opening time: 17:00

Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Pat Maguire
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/307 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=134885&B=ETENDERS_SIMPLE 🌏

Complementary information
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)
Object
Scope of the procurement
Short description:
Supply, installation and configuration of a Customer Relationship Management (CRM) solution that incorporates a Centralised Customer Engagement Contact Centre (CECC) facility.
Notice metadata
Document type: Additional information
Common procurement vocabulary (CPV)
Code: License management software development services 📦

Contracting authority
Identity
Postal address: Agriculture House
Postal code: Kildare Street

Reference
Dates
Date dispatched: 2018-09-28 📅
Publication date: 2018-10-03 📅
Identifiers
Notice number: 2018/S 190-429626
Refers to notice: 2018/S 174-394162
OJ-S issue: 190
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 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: 1 039 537 EUR 💰
Notice metadata
Document type: Contract award notice
Nature of contract: Services

Procedure
Type of bid: Not applicable

Reference
Dates
Date dispatched: 2022-05-12 📅
Publication date: 2022-05-17 📅
Identifiers
Notice number: 2022/S 095-263241
OJ-S issue: 95

Object
Scope of the procurement
Short description:
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.
Show more
• 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

Procedure
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

Award of contract
Date of contract conclusion: 2018-12-05 📅
Name: Codec-dss Limited - T/A Codec
National registration number: IE4801297D
Postal address: Hyde House
Postal town: Dublin
Postal code: Adelaide Road
Country: Ireland 🇮🇪
Internet address: http://www.codec.ie 🌏
Total value of the procurement: 1 039 537 EUR 💰
Information about tenders
Number of tenders received: 3
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: 1 200 000 EUR 💰

Reference
Dates
Date dispatched: 2022-06-14 📅
Publication date: 2022-06-17 📅
Identifiers
Notice number: 2022/S 116-327543
Refers to notice: 2022/S 095-263241
OJ-S issue: 116
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 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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Award of contract
Phone: +353 0867749881 📞
E-mail: ltobin@codec.ie 📧
Total value of the procurement: 1 200 000 EUR 💰
Source: OJS 2022/S 116-327543 (2022-06-14)
Modification of a contract/concession during its term (2022-06-24)
Object
Scope of the procurement
Total value of the procurement: 1 200 000 EUR 💰
Notice metadata
Document type: Modification of a contract/concession during its term

Procedure
Award criteria
Not applicable

Contracting authority
Identity
Postal address: Kildare Street, Dublin 2
Postal code: D02 WK12
Postal town: Dublin
Contact
Internet address: http://www.agriculture.gov.ie/ 🌏
E-mail: stephen.wray@agriculture.gov.ie 📧

Reference
Dates
Date dispatched: 2022-06-24 📅
Publication date: 2022-06-29 📅
Identifiers
Notice number: 2022/S 123-350895
Refers to notice: 2022/S 116-327543
OJ-S issue: 123

Object
Scope of the procurement
Title of the lot: Supply, installation and configuration of a Customer Relationship Management (CRM) solution that incorporates a centralised Customer Engagement Contact Centre (CECC) facility
Lot number: 1
Short description:
• 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.
Duration: 60 months

Award of contract
Postal address: Hyde House, Adelaide Road

Contracting authority
Contact
Contact point: Stephen Wray
Source: OJS 2022/S 123-350895 (2022-06-24)
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