Customer Relationship Management System (CRM) with Support and Maintenance

EirGrid plc

The purpose of the Pre-Qualification Questionnaire (PQQ) is to invite qualification applications from interested parties for the provision of a Customer Relationship Management System (CRM) together with support and maintenance. The PQQ attached provides a detailed description of the scope of requirements for the CRM and support and maintenance we wish to procure. It also provides information about the selection procedure being used to qualify candidates.
The Framework Agreement period will be for an initial duration of 4 years with the option to extend annually for up to an additional 4 years, subject always to the satisfactory performance of the supplier. EirGrid envisages this project being a solution which will evolve over time and therefore intends awarding a contract with a potential maximum relationship of 20 years including options for renewal at various stages over the life of the arrangement.

Deadline

The time limit for receipt of tenders was 2019-05-14. The procurement was published on 2019-04-09.

Suppliers

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

• Storm Technology Ltd

Who?

• EirGrid plc

What?

Where?

• Éire/Ireland

Procurement history

Date	Document
2019-04-09	Contract notice
2019-04-24	Additional information
2021-02-26	Contract award notice

Contract notice (2019-04-09)
Object
Scope of the procurement
Title: Customer Relation Management software package
Reference number: ENQEIR667
Short description:

The purpose of the Pre-Qualification Questionnaire (PQQ) is to invite qualification applications from interested parties for the provision of a Customer Relationship Management System (CRM) together with support and maintenance. The PQQ attached provides a detailed description of the scope of requirements for the CRM and support and maintenance we wish to procure. It also provides information about the selection procedure being used to qualify candidates. The Framework Agreement period will be for an initial duration of 4 years with the option to extend annually for up to an additional 4 years, subject always to the satisfactory performance of the supplier. EirGrid envisages this project being a solution which will evolve over time and therefore intends awarding a contract with a potential maximum relationship of 20 years including options for renewal at various stages over the life of the arrangement.

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 support services 📦
Place of performance
NUTS region: Éire/Ireland 🏙️

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

Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: Utilities entity
Awarding authority name: EirGrid plc
Postal address: Block 2 — The Oval, 160 Shelbourne Road
Postal code: Dublin 4
Postal town: Ballsbridge
Contact
Internet address: http://www.eirgrid.com 🌏
E-mail: liam.maclaughlin@eirgrid.com 📧
Phone: +353 12370125 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=145019&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=145019&B=ETENDERS_SIMPLE 🌏

Reference
Dates
Date dispatched: 2019-04-09 📅
Submission deadline: 2019-05-14 📅
Publication date: 2019-04-12 📅
Identifiers
Notice number: 2019/S 073-174046
OJ-S issue: 73
Additional information

1) Interested parties must register their interest on the eTenders website ww.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. The Contracting Authority will not accept responsibility for information relayed (or not relayed) via third parties; 2) This is the sole call for competition for this service; 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 competent authorities; 5) It will be a condition of award that candidates are tax compliant and are in a position to produce a valid tax clearance certificate or eTax clearance from the revenue commissioners when requested; 6) If for any reason it is not possible to award the contract one or more of the tenderers invited following the conclusion of this competitive process, the Contracting Authority reserves the right to award the contract to the next ranked tenderer as appropriate; 7) At its absolute discretion, the Contracting Authority may elect to terminate this procurement process or any contract awarded; 8) 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; 9) Without prejudice to the principle of equal treatment, the Contracting Authority is not obliged to engage in a clarification process in respect of questionnaires with missing or incomplete information. Therefore, candidates are advised to ensure that they return fully completed questionnaires in order to avoid the risk of elimination from the competition.

Additional information

1) Interested parties must register their interest on the eTenders website ww.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. The Contracting Authority will not accept responsibility for information relayed (or not relayed) via third parties;

2) This is the sole call for competition for this service;

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 competent authorities;

5) It will be a condition of award that candidates are tax compliant and are in a position to produce a valid tax clearance certificate or eTax clearance from the revenue commissioners when requested;

6) If for any reason it is not possible to award the contract one or more of the tenderers invited following the conclusion of this competitive process, the Contracting Authority reserves the right to award the contract to the next ranked tenderer as appropriate;

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

8) 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;

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

Object
Scope of the procurement
Short description:

The Framework Agreement period will be for an initial duration of 4 years with the option to extend annually for up to an additional 4 years, subject always to the satisfactory performance of the supplier. EirGrid envisages this project being a solution which will evolve over time and therefore intends awarding a contract with a potential maximum relationship of 20 years including options for renewal at various stages over the life of the arrangement.

Estimated total value: 3 200 000 EUR 💰
Short description:

The scope of requirements is expected to include, but is not limited to the supply of a customer relationship management system and support and maintenance for the Eirgrid Group.

This is expected to include, but is not limited to the following:

— provision and implementation of a Cloud Based Enterprise CRM Product,

— EirGrid requires an inclusive support agreement for CRM that in addition to standard system/application support recognises the need for user application support. This will include, but not be limited to, the following related services:

—— access to an online customer support portal to log incidents and requests

—— remote and, when requested, on-site support

—— core support hours: 9:00 a.m. to 5:00 p.m. Monday to Friday.

— licensing: successful tenderer will be expected to manage CRM licence allocation/removal to ensure optimal use/lowest cost of ownership for EirGrid,

— training to EirGrid staff 16 hours per month,

— reporting on support performance based on SLA agreed at Contract signing,

— face to face meetings,

— support and advice on system infrastructure for production, pre-production and test environments, etc.

Day rate consultancy Services relating to:

— delivery of future phases of CRM using day rates agreed in framework/contract,

— advice and guidance in relation to the future Roadmap for the CRM System,

— product upgrades,

— change requests,

— project specific training.

Estimated value excluding VAT: 3 200 000 EUR 💰
Duration: 48 months
Description of options:

The initial contract period envisaged is 4 years with the possibility to extend annually up to a further 4 years, subject always to the satisfactory performance of the supplier.

The estimated spend of 3 200 000 EUR is taking into account the full duration of the contract including the possible extensions.

Under Article 50.F as set out in Council Directive 2014/25/EU as transposed into Irish law by the European Union Award of Contracts by Utility Undertakings) Regulations 2016 (S.I. 286 of 2016) (the “Regulations”) and given the complexity of EirGrid system set-up, the software installed may become embedded into EirGrid systems architecture. This may lead to future contracts for continuous support. Therefore EirGrid may award future contracts for continuous support up to the maximum allowed 20 years, subject always to the satisfactory performance of the supplier.

Place of performance
Main site or place of performance: Ireland and NORTHERN IRELAND

Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity: