Enterprise Ireland invites tenders for the establishment of a framework agreement for the design, implementation and ongoing support and maintenance of a CRM Platform as an overall Client Engagement Solution for Enterprise Irelandโs Service Delivery Transformation Programme. The scope of the framework will include a phased delivery model (Phase 1, 2, 3). The Initial Call off Contract(s) will cover Phase 1 for which the business requirements will be clearly defined as part of this Competition. Phase 2 and Phase 3 will be delivered via subsequent Call-off Contracts, for which the business requirements will be defined separately. For further information please refer to the Tender documentation available to download from www.etenders.gov.ie, Resource ID 5030924. Full details can be found in the Tender documentation.
Deadline
The time limit for receipt of tenders was 2025-03-11.
The procurement was published on 2025-02-05.
Contract notice (2025-02-05) Object Scope of the procurement
Title: 2025 / 003 Enterprise Ireland has a provision for the design, implementation and ongoing support and maintenance of a CRM Platform
Short description:
โEnterprise Ireland invites tenders for the establishment of a framework agreement for the design, implementation and ongoing support and maintenance of a...โ
Short description
Enterprise Ireland invites tenders for the establishment of a framework agreement for the design, implementation and ongoing support and maintenance of a CRM Platform as an overall Client Engagement Solution for Enterprise Irelandโs Service Delivery Transformation Programme. The scope of the framework will include a phased delivery model (Phase 1, 2, 3). The Initial Call off Contract(s) will cover Phase 1 for which the business requirements will be clearly defined as part of this Competition. Phase 2 and Phase 3 will be delivered via subsequent Call-off Contracts, for which the business requirements will be defined separately.
For further information please refer to the Tender documentation available to download from www.etenders.gov.ie, Resource ID 5030924.
Full details can be found in the Tender documentation.
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Type of contract: Services
Products/services: IT services: consulting, software development, Internet and support๐ฆ Description
Description of the procurement:
โEnterprise Ireland invites tenders for the establishment of a framework agreement for the design, implementation and ongoing support and maintenance of a...โ
Description of the procurement
Enterprise Ireland invites tenders for the establishment of a framework agreement for the design, implementation and ongoing support and maintenance of a CRM Platform as an overall Client Engagement Solution for Enterprise Irelandโs Service Delivery Transformation Programme. The scope of the framework will include a phased delivery model (Phase 1, 2, 3). The Initial Call off Contract(s) will cover Phase 1 for which the business requirements will be clearly defined as part of this Competition. Phase 2 and Phase 3 will be delivered via subsequent Call-off Contracts, for which the business requirements will be defined separately.
For further information please refer to the Tender documentation available to download from www.etenders.gov.ie, Resource ID 5030924.
Full details can be found in the Tender documentation.
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Additional information:
โThe duration of the Framework Agreement will be for a period of ten (10) years with annual review of performance. The Initial Call-off Contract(s) will be...โ
Additional information
The duration of the Framework Agreement will be for a period of ten (10) years with annual review of performance. The Initial Call-off Contract(s) will be for a term of four (4) years. Subsequent Call-off Contracts will typically be for a period of two (2) years. Individual Call-off Contracts may extend beyond the term of the Framework Agreement. The Service Delivery Transformation Programme (SDT) is a highly complex technical delivery which will consolidate current technology systems, introduce new modern technology platforms, future proof EI against emerging technologies and security risks, and transform the experience of engaging with EI. EI therefore considers that a duration of 10 years for the Framework Agreement is justified for the following reasons:
(i) Minimum Service Disruption - As part of that adaptation to the new systems, it is critical that service standards and system availability are stabilised to allow the new system and business processes to fully embed;
(ii) Avoid Transition of Risk - Transitioning to a new Enterprise Platform requires meticulous planning and management. The successful tender must thoroughly familiarise themselves with the business processes, configurations, customizations, and integrations of the overall solution. Attempting to switch to a new service provider either before or within the early years after first achieving operational stability and embedded business processes would likely result in unsatisfactory outcomes and duplicated costs for Enterprise Ireland ;
(iii) Leveraging Experience - The SDT programme is a major ICT initiative set to radically transform Enterprise Ireland's (EI) technological landscape. It will be delivered through a multi-year phased approach with each phase expanding the digital capability, increasing customer experience, and driving efficiencies. The benefits will be realised incrementally through the phases and each phase will, for the most part, be reliant on the successful implementation of the earlier phases and on the learnings established from the earlier phases.
(iv) Risk of delays due to complexity the range of services being addressed, and the range of stakeholders - It is difficult to predict with certainty the number and timing of call of contracts given the complexity and range of the deliverables. Enterprise Ireland needs to be comfortable that Framework Agreement is of adequate duration to deal with risk of potential extensions and
adjustments to deliverables;
(v) Future Proofing - A longer framework duration will allow Enterprise Ireland to benefit from the latest technology without needing to switch platforms. Familiarity with the platform over a longer period of time also allows service providers and Enterprise Ireland to clearly understand new features and enhancements and how they can be used to improve existing processes or create new features to improve client service and drive efficiencies.
Furthermore, The embedded and strategic nature of the proposed ICT system amounts to a core enterprise system and to replace and transition from such a system in a shorter period would cause significant disruption to the workings of the EI and the delivery of services. The financial cost for Enterprise Ireland in designing and implementing the system will amount to a significant investment and this investment could not be optimised and the necessary return achieved if the replacement of the system and transitioning from same was required in a shorter period and would ultimately not deliver value for money on behalf of Enterprise Ireland.
For the avoidance of doubt, the Enterprise Ireland confirms that the period of any contracts awarded under the framework agreement may extend beyond the date of expiry of the agreement.
Procedure Type of procedure
Negotiated procedure with prior call for competition โ Administrative information
Time limit for receipt of tenders or requests to participate: 2025-03-11 12:00:00 ๐
Languages in which tenders or requests to participate may be submitted: English ๐ฃ๏ธ
Estimated date of dispatch of invitations to tender or to participate to selected candidates: 2025-02-04 ๐
Information about reduction of the number of solutions or tenders during negotiation or dialogue
Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated โ Information about a framework agreement or a dynamic purchasing system
Framework agreement with several operators โ
Complementary information Review body
Name: The High Court of Ireland
National registration number: The High Court of Ireland
Postal address: Four Courts, Inns Quay, Dublin 7
Postal code: D07 WDX8
Postal town: Dublin
Region: Dublin๐๏ธ
Country: Ireland ๐ฎ๐ช
E-mail: highcourtcentraloffice@courts.ie๐ง
Phone: +353 1 8886000๐ Service from which information about the review procedure may be obtained
Name: The High Court of Ireland
National registration number: The High Court of Ireland
Postal address: Four Courts, Inns Quay, Dublin 7
Postal code: D07 WDX8
Postal town: Dublin
Region: Dublin๐๏ธ
Country: Ireland ๐ฎ๐ช
E-mail: highcourtcentraloffice@courts.ie๐ง
Phone: +353 1 8886000๐ Information about electronic workflows
Electronic invoicing will be accepted
Electronic ordering will be used
Electronic payment will be used
Source: OJS 2025/S 026-081775 (2025-02-05)