The digital services portfolio resides within corporate services directorate and is managed by the Service rePublic unit there. This unit holds the service transformation and innovation brief and uses a service design approach to deliver its programme. The current online services and customer relationship management solution is the govService platform from Granicus. The Service rePublic unit are responsible for the ongoing development and delivery of digital services through this platform.
A tender for the continued provision of an online customer experience platform and CRM is required to ensure continuity and expansion of the digital programme in Cork County Council.
Cork County Council has a people-centred Corporate Plan in place underpinned by innovative digital and communications strategies.
Deadline
The time limit for receipt of tenders was 2021-02-28.
The procurement was published on 2021-01-29.
Suppliers
The following suppliers are mentioned in award decisions or other procurement documents:
Object Scope of the procurement
Title: Digital Services and Customer Relationship Management Platform
ONLSRV_CRM
Products/services: Customer Relation Management software development services📦
Short description:
“The digital services portfolio resides within corporate services directorate and is managed by the Service rePublic unit there. This unit holds the service...”
Short description
The digital services portfolio resides within corporate services directorate and is managed by the Service rePublic unit there. This unit holds the service transformation and innovation brief and uses a service design approach to deliver its programme. The current online services and customer relationship management solution is the govService platform from Granicus. The Service rePublic unit are responsible for the ongoing development and delivery of digital services through this platform.
A tender for the continued provision of an online customer experience platform and CRM is required to ensure continuity and expansion of the digital programme in Cork County Council.
Cork County Council has a people-centred Corporate Plan in place underpinned by innovative digital and communications strategies.
Show more
Estimated value excluding VAT: EUR 500 000 💰
The digital services portfolio resides within Corporate Services directorate and is managed by the Service rePublic unit there. This unit holds the service transformation and innovation brief and uses a service design approach to deliver its programme. The current online services and customer relationship management solution is the govService platform from Granicus. The Service rePublic unit are responsible for the ongoing development and delivery of digital services through this platform. The customer services section which comprises of the main county Hall switch and contact centre is also in the Corporate Services directorate. There are a total of 6 contact centre agents, a supervisor and a contact centre manager. The Council’s out of hours emergency is also part of the customer services section, these calls are handled by an external company who input details onto the Council’s CRM.
A tender for the continued provision of an online customer experience platform and CRM is required to ensure continuity and expansion of the digital programme in Cork County Council.
Cork County Council has a people-centred Corporate Plan in place underpinned by innovative digital and communications strategies. Cork County Council’s vision is ‘A Council who leads through inclusiveness, agility and ambition, empowering our communities through our people and services.’ Digital has a key role to play in enabling and delivering this.
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 500 000 💰
Duration of the contract, framework agreement or dynamic purchasing system
The time frame below is expressed in number of months.
Description
Duration: 60
Duration of the contract, framework agreement or dynamic purchasing system
This contract is subject to renewal ✅ Description
Description of renewals:
“The contract is 3 years and the contracting authority reserves the right to extend the term for a period or periods of up to 2 years with a maximum of 1...”
Description of renewals
The contract is 3 years and the contracting authority reserves the right to extend the term for a period or periods of up to 2 years with a maximum of 1 such extension or extensions on the same terms and conditions, subject to the contracting authority’s obligations at law.
Legal, economic, financial and technical information Conditions for participation
List and brief description of conditions: Please refer to attached documentation for any/full details.
Economic and financial standing
List and brief description of selection criteria: Please refer to attached documentation for any/full details.
Conditions for participation
Please refer to attached documentation for any/full details
Technical and professional ability
List and brief description of selection criteria: Please refer to attached documentation for any/full details
Conditions for participation
Conditions for participation (technical and professional ability): Please refer to attached documentation for any/full details
Information about a particular profession
Reserved to a particular profession
Reference to the relevant law, regulation or administrative provision: Please refer to attached documentation for any/full details
Conditions related to the contract
Contract performance conditions: Please refer to attached documentation for any/full details
Information about staff responsible for the performance of the contract
Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract
Procedure Type of procedure
Open procedure
Administrative information
Time limit for receipt of tenders or requests to participate: 2021-02-28
12:00 📅
Languages in which tenders or requests to participate may be submitted: English 🗣️
The time frame below is expressed in number of months.
Minimum time frame during which the tenderer must maintain the tender: 12
Conditions for opening of tenders: 2021-02-28
12:00 📅
Complementary information Additional information
Please refer to attached documentation for any/full details.
Review body
Name: The High Court
Postal address: Four Courts, Inns Quay
Postal town: Dublin 7
Country: Ireland 🇮🇪
Phone: +353 18886000📞
E-mail: highcourtcentraloffice@courts.ie📧
URL: http://www.courts.ie🌏
Source: OJS 2021/S 023-055901 (2021-01-29)
Contract award notice (2021-08-04) Contracting authority Name and addresses
Postal address: County Hall
Postal code: Carrigrohane Road
Phone: +353 0214285713📞
Object Scope of the procurement
Short description:
“The digital services portfolio resides within Corporate Services directorate and is managed by the Service rePublic unit there. This unit holds the service...”
Short description
The digital services portfolio resides within Corporate Services directorate and is managed by the Service rePublic unit there. This unit holds the service transformation and innovation brief and uses a service design approach to deliver its programme. The current online services and customer relationship management solution is the govService platform from Granicus. The Service rePublic unit are responsible for the ongoing development and delivery of digital services through this platform.
A tender for the continued provision of an online customer experience platform and CRM is required to ensure continuity and expansion of the digital programme in Cork County Council.
Cork County Council has a people-centred Corporate Plan in place underpinned by innovative digital and communications strategies.
Show more
Total value of the procurement (excluding VAT): EUR 653 150 💰
Description
Description of the procurement:
“The digital services portfolio resides within Corporate Services directorate and is managed by the Service rePublic unit there. This unit holds the service...”
Description of the procurement
The digital services portfolio resides within Corporate Services directorate and is managed by the Service rePublic unit there. This unit holds the service transformation and innovation brief and uses a service design approach to deliver its programme. The current online services and customer relationship management solution is the govService platform from Granicus. The Service rePublic unit are responsible for the ongoing development and delivery of digital services through this platform. The customer services section which comprises of the main county Hall switch and contact centre is also in the Corporate Services directorate. There are a total of 6 contact centre agents, a supervisor and a contact centre manager. The Council’s out of hours emergency is also part of the customer services section, these calls are handled by an external company who input details onto the Council’s CRM.
A tender for the continued provision of an online customer experience platform and CRM is required to ensure continuity and expansion of the digital programme in Cork County Council.
Cork County Council has a people-centred Corporate Plan in place underpinned by innovative digital and communications strategies. Cork County Council’s vision is “A Council who leads through inclusiveness, agility and ambition, empowering our communities through our people and services.” Digital has a key role to play in enabling and delivering this.
Show more Award criteria
Quality criterion (name): Understanding the Requirements
Quality criterion (weighting): 5
Quality criterion (name): Project mNager and DElivery Team
Quality criterion (name): Contract management
Quality criterion (name): Contract Performance
Quality criterion (name): Meeting Requirements
Quality criterion (weighting): 30
Quality criterion (name): Hosting Data Security and Protection
Quality criterion (weighting): 3
Quality criterion (name): Implementation
Quality criterion (name): Licensing
Quality criterion (weighting): 2
Quality criterion (name): Support and Maintenance
Price (weighting): 40
Procedure Administrative information
Previous publication concerning this procedure: 2021/S 023-055901
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: Digital Services and Customer Relationship Management Platform
Date of conclusion of the contract: 2021-05-15 📅
Information about tenders
Number of tenders received: 3
Name and address of the contractor
Name: Granicus-Firmstep Limited
Postal town: London
Country: United Kingdom 🇬🇧
Region: London 🏙️
The contractor is an SME
Information on value of the contract/lot (excluding VAT)
Estimated total value of the contract/lot: EUR 500 000 💰
Total value of the contract/lot: EUR 653 150 💰
Complementary information Additional information
Please refer to attached documentation for any/full details
Source: OJS 2021/S 152-404996 (2021-08-04)