An improved CRM will enhance service delivery to all external/internal customers and mitigate reputational risks to DAFM as follows:
•Enhanced integration of systems will reduce 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. 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 the DAFM’s schemes and services, it will update the farmers details and report on the status of the farmers applications when requested.
Deadline
The time limit for receipt of tenders was 2022-09-27.
The procurement was published on 2022-08-22.
Suppliers
The following suppliers are mentioned in award decisions or other procurement documents:
Object Scope of the procurement
Title:
“Microsoft Dynamics 365 Customer Relationship Management system and Chatbot Microsoft PVA, Omnichannel, Services Development, Upgrade and Support
RFT 221126”
Products/services: Customer Relation Management software development services📦
Short description:
“An improved CRM will enhance service delivery to all external/internal customers and mitigate reputational risks to DAFM as follows:
•Enhanced integration...”
Short description
An improved CRM will enhance service delivery to all external/internal customers and mitigate reputational risks to DAFM as follows:
•Enhanced integration of systems will reduce 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. 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 the DAFM’s schemes and services, it will update the farmers details and report on the status of the farmers applications when requested.
Show more
Estimated value excluding VAT: EUR 4 000 000 💰
The introduction of an improved CRM will enhance service delivery to all external and internal customers and will mitigate reputational risks to the Department. 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. 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 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 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 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.
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 4 000 000 💰
Duration of the contract, framework agreement or dynamic purchasing system
The time frame below is expressed in number of months.
Description
Duration: 36
Duration of the contract, framework agreement or dynamic purchasing system
This contract is subject to renewal ✅ Description
Description of renewals: Two possible renewals of up to 12 months each.
Legal, economic, financial and technical information Economic and financial standing
Selection criteria as stated in the procurement documents
Technical and professional ability
Selection criteria as stated in the procurement documents
Procedure Type of procedure
Open procedure
Administrative information
Time limit for receipt of tenders or requests to participate: 2022-09-27
17:00 📅
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: 4
Conditions for opening of tenders: 2022-09-27
17:00 📅
Complementary information Information about recurrence
This is a recurrent procurement ✅
Estimated timing for further notices to be published: 3-5 years
Information about electronic workflows
Electronic invoicing will be accepted
Electronic payment will be used
Review body
Name: High Court of Ireland
Postal town: Dublin
Country: Ireland 🇮🇪
Source: OJS 2022/S 164-465883 (2022-08-22)
Contract award notice (2023-04-17) Object Scope of the procurement
Total value of the procurement (excluding VAT): EUR 1 546 000 💰
Award criteria
Quality criterion (name): The quality & technical merit of the solution proposed
Quality criterion (weighting): 500
Quality criterion (name): Support & Training
Quality criterion (weighting): 100
Cost criterion (name): Overall cost of the contract
Cost criterion (weighting): 400
Procedure Administrative information
Previous publication concerning this procedure: 2022/S 164-465883
Award of contract
1️⃣
Contract Number: 1
Title:
“Microsoft Dynamics 365 Customer Relationship Management system and Chatbot Microsoft PVA, Omnichannel, Services Development, Upgrade and Support”
Date of conclusion of the contract: 2023-03-02 📅
Information about tenders
Number of tenders received: 5
Number of tenders received from SMEs: 2
Number of tenders received by electronic means: 5
Name and address of the contractor
Name: Codec-dss Limited - T/A Codec
National registration number: IE4801297D
Postal address: Hyde House
Postal town: Dublin
Postal code: Adelaide Road
Country: Ireland 🇮🇪
Phone: +353 0867749881📞
E-mail: ltobin@codec.ie📧
Fax: +353 857897822 📠
Region: Éire/Ireland🏙️
URL: http://www.codec.ie🌏
The contractor is an SME ✅ Information on value of the contract/lot (excluding VAT)
Estimated total value of the contract/lot: EUR 4 000 000 💰
Total value of the contract/lot: EUR 1 546 000 💰
Source: OJS 2023/S 079-239970 (2023-04-17)