Microsoft Dynamics 365 Customer Relationship Management system and Chatbot Microsoft PVA, Omnichannel, Services Development, Upgrade and Support

Contract notice (2022-08-22)
Object
Scope of the procurement
Title: Customer Relation Management software development services
Reference number: RFT 221126
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: 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
Postal code: Kildare Street
Postal town: Dublin 2
Contact
Internet address: http://www.agriculture.gov.ie 🌏
E-mail: stephen.wray@agriculture.gov.ie 📧
Phone: +353 16072000 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=221604&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=221604&B=ETENDERS_SIMPLE 🌏

Reference
Dates
Date dispatched: 2022-08-22 📅
Submission deadline: 2022-09-27 📅
Publication date: 2022-08-26 📅
Identifiers
Notice number: 2022/S 164-465883
OJ-S issue: 164

Object
Scope of the procurement
Short description: •Enhanced integration of systems will reduce duplication of calls

Show more (6)

•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. Real time connectivity to other internal DAFM systems will allow for a more enhanced...  Show more

Short description

•Improved inter connectivity to other compatible divisions across DAFM. Real time connectivity to other internal DAFM systems will allow for a more enhanced customer service.

•Improved reporting functionality in respect of customer queries.

The chatbot will be available 24/7 to allow farmers an always ready method of contacting DAFM. It is envisioned that the chatbot will answer questions on...  Show more

Short description

The chatbot will be available 24/7 to allow farmers an always ready method of contacting DAFM. It is envisioned that the chatbot will answer questions on the DAFM’s schemes and services, it will update the farmers details and report on the status of the farmers applications when requested.

Estimated total value: 4 000 000 EUR 💰
Short description: • Enhanced integration of systems will reduce the duplication of calls

Show more (8)

• 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. Real time connectivity to other internal DAFM systems will allow for a more...  Show more

Short description

• Improved inter connectivity to other compatible divisions across DAFM. Real time connectivity to other internal DAFM systems will allow for a more enhanced customer service.

• Improved reporting functionality in respect of customer queries.

The improved functionality of reporting in the CRM will allow DAFM to better identify customer trends which in turn can be used to improve customer service...  Show more

Short description

The improved functionality of reporting in the CRM will allow DAFM to better identify customer trends which in turn can be used to improve customer service of business areas in the Dept.

If the project is not undertaken the Department risks failure in meeting its obligations set out in the Farmers Charter of Rights, customer dissatisfaction...  Show more

Short description

If the project is not undertaken the Department risks failure in meeting its obligations set out in the Farmers Charter of Rights, customer dissatisfaction and a general reputational risk to the Department.

The Chatbot will allow the Farmers an extra avenue of interaction with the Department. The chatbot will be available 24/7 which will allow the farmers an...  Show more

Short description

The Chatbot will allow the Farmers an extra avenue of interaction with the Department. The chatbot will be available 24/7 which will allow the farmers an always ready method of contacting the Department. It is envisioned that the chatbot will answer questions on the Departments’ Schemes and services, it is also envisioned that the chatbot will update the farmers details when requested and report on the status of the farmers applications when requested.

Estimated value excluding VAT: 4 000 000 EUR 💰
Duration: 36 months
Description of renewals: Two possible renewals of up to 12 months each.

Procedure
Legal basis: 32014L0024
Time of receipt of tenders: 17:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 4 months
Tender opening date: 2022-09-27 📅
Tender opening time: 17:00

Contracting authority
Identity
National registration number: N/a
Contact
Contact point: Stephen Wray
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=221604&B=ETENDERS_SIMPLE 🌏

Reference
Additional information
Estimated timing for further notices: 3-5 years

Complementary information
Review body
Name: High Court of Ireland
Postal town: Dublin
Country: Ireland 🇮🇪
Source: OJS 2022/S 164-465883 (2022-08-22)