Digital Services and Customer Relationship Management Platform
Cork County Council
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.
The time limit for receipt of tenders was 2021-02-28. The procurement was published on 2021-01-29.
SuppliersThe following suppliers are mentioned in award decisions or other procurement documents:
Who? What?- • Business transaction and personal business software development services › Financial analysis and accounting software development services › Customer Relation Management software development services
- • Financial analysis and accounting software package › Customer Relation Management software package
- • Information systems and servers › Information systems
- • Networking, Internet and intranet software development services › Internet and intranet software development services
- • Networking, Internet and intranet software package › Internet and intranet software package
Procurement history
| Date | Document |
|---|---|
| 2021-01-29 | Contract notice |
| 2021-08-04 | Contract award notice |
Contract notice (2021-01-29)
Object
Scope of the procurement
Title: Customer Relation Management software development services
Reference number: Onlsrv_crm
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 development services 📦
Additional CPV: Software package and information systems 📦
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: Regional or local authority
Awarding authority name: Cork County Council
Postal address: County Hall, Carrigrohane Road
Postal town: Cork
Contact
Internet address: http://www.corkcoco.ie 🌏
E-mail: julianne.coughlan@corkcoco.ie 📧
Phone: +353 214285713 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=181981&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=181981&B=ETENDERS_SIMPLE 🌏
Reference
Dates
Date dispatched: 2021-01-29 📅
Submission deadline: 2021-02-28 📅
Publication date: 2021-02-03 📅
Identifiers
Notice number: 2021/S 023-055901
OJ-S issue: 23
Additional information
Please refer to attached documentation for any/full details.
Object
Scope of the procurement
Short description:
Estimated total value: 500 000 EUR 💰
Short description:
Estimated value excluding VAT: 500 000 EUR 💰
Duration: 60 months
Description of renewals:
Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity: Please refer to attached documentation for any/full details.
Economic and financial standing: Please refer to attached documentation for any/full details.
Minimum level(s) of standards: Please refer to attached documentation for any/full details
Technical and professional ability: Please refer to attached documentation for any/full details
Information about a particular profession: Services
Reference to relevant legislative or regulatory provisions: Please refer to attached documentation for any/full details
Contract execution
Contract performance conditions: Please refer to attached documentation for any/full details
Procedure
Legal basis: 32014L0024
Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 12 months
Tender opening date: 2021-02-28 📅
Tender opening time: 12:00
Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Julianne Coughlan
Internet address: www.corkcoco.ie 🌏
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/406 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=181981&B=ETENDERS_SIMPLE 🌏
Complementary information
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 📧
Internet address: http://www.courts.ie 🌏
Source: OJS 2021/S 023-055901 (2021-01-29)
Object
Scope of the procurement
Title: Customer Relation Management software development services
Reference number: Onlsrv_crm
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
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 development services 📦
Additional CPV: Software package and information systems 📦
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: Regional or local authority
Awarding authority name: Cork County Council
Postal address: County Hall, Carrigrohane Road
Postal town: Cork
Contact
Internet address: http://www.corkcoco.ie 🌏
E-mail: julianne.coughlan@corkcoco.ie 📧
Phone: +353 214285713 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=181981&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=181981&B=ETENDERS_SIMPLE 🌏
Reference
Dates
Date dispatched: 2021-01-29 📅
Submission deadline: 2021-02-28 📅
Publication date: 2021-02-03 📅
Identifiers
Notice number: 2021/S 023-055901
OJ-S issue: 23
Additional information
Please refer to attached documentation for any/full details.
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 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.
Show more
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.
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. 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.
Show more
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
Duration: 60 months
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.
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Legal, economic, financial and technical information
Conditions for participation
Suitability to pursue the professional activity: Please refer to attached documentation for any/full details.
Economic and financial standing: Please refer to attached documentation for any/full details.
Minimum level(s) of standards: Please refer to attached documentation for any/full details
Technical and professional ability: Please refer to attached documentation for any/full details
Information about a particular profession: Services
Reference to relevant legislative or regulatory provisions: Please refer to attached documentation for any/full details
Contract execution
Contract performance conditions: Please refer to attached documentation for any/full details
Procedure
Legal basis: 32014L0024
Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 12 months
Tender opening date: 2021-02-28 📅
Tender opening time: 12:00
Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Julianne Coughlan
Internet address: www.corkcoco.ie 🌏
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/406 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=181981&B=ETENDERS_SIMPLE 🌏
Complementary information
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 📧
Internet address: http://www.courts.ie 🌏
Source: OJS 2021/S 023-055901 (2021-01-29)
Contract award notice (2021-08-04)
Object
Scope of the procurement
Short description:
Total value of the procurement: 653 150 EUR 💰
Notice metadata
Document type: Contract award notice
Regulation: European Union
Procedure
Type of bid: Not applicable
Contracting authority
Identity
Postal address: County Hall
Postal code: Carrigrohane Road
Contact
Phone: +353 0214285713 📞
Reference
Dates
Date dispatched: 2021-08-04 📅
Publication date: 2021-08-09 📅
Identifiers
Notice number: 2021/S 152-404996
Refers to notice: 2021/S 023-055901
OJ-S issue: 152
Additional information
Please refer to attached documentation for any/full details
Object
Scope of the procurement
Short description:
Procedure
Award criteria
Quality criterion (name): Understanding the Requirements
Quality criterion (weighting): 5
Quality criterion (name): Project mNager and DElivery Team
Contract management
Contract Performance
Meeting Requirements
Quality criterion (weighting): 30
Quality criterion (name): Hosting Data Security and Protection
Quality criterion (weighting): 3
Quality criterion (name): Implementation
Licensing
Quality criterion (weighting): 2
Quality criterion (name): Support and Maintenance
Price (weighting): 40
Award of contract
Date of contract conclusion: 2021-05-15 📅
Name: Granicus-Firmstep Limited
Postal town: London
Country: United Kingdom 🇬🇧
London 🏙️
Total value of the procurement: 653 150 EUR 💰
Information about tenders
Number of tenders received: 3
Source: OJS 2021/S 152-404996 (2021-08-04)
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 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
Notice metadata
Document type: Contract award notice
Regulation: European Union
Procedure
Type of bid: Not applicable
Contracting authority
Identity
Postal address: County Hall
Postal code: Carrigrohane Road
Contact
Phone: +353 0214285713 📞
Reference
Dates
Date dispatched: 2021-08-04 📅
Publication date: 2021-08-09 📅
Identifiers
Notice number: 2021/S 152-404996
Refers to notice: 2021/S 023-055901
OJ-S issue: 152
Additional information
Please refer to attached documentation for any/full details
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 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.
Show more
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
Procedure
Award criteria
Quality criterion (name): Understanding the Requirements
Quality criterion (weighting): 5
Quality criterion (name): Project mNager and DElivery Team
Contract management
Contract Performance
Meeting Requirements
Quality criterion (weighting): 30
Quality criterion (name): Hosting Data Security and Protection
Quality criterion (weighting): 3
Quality criterion (name): Implementation
Licensing
Quality criterion (weighting): 2
Quality criterion (name): Support and Maintenance
Price (weighting): 40
Award of contract
Date of contract conclusion: 2021-05-15 📅
Name: Granicus-Firmstep Limited
Postal town: London
Country: United Kingdom 🇬🇧
London 🏙️
Total value of the procurement: 653 150 EUR 💰
Information about tenders
Number of tenders received: 3
Source: OJS 2021/S 152-404996 (2021-08-04)
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