Provision of a configurable Customer Relationship Management (CRM) Solution, for use as part of 2027 Census Field Operation and the wider CSO surveys

Central Statistics Office_285

The Services comprise: a single integrated system, supported by a managed service provider (MSP), in the form of a dynamic and configurable customer relationship management (CRM) Solution, for use as part of 2027 Census Field Operation. The CRM Solution must meet, at a minimum, the following high-level functional requirements: i) It must allow the FSOs to complete the Census Field Operation in both a real-time online mode and in an offline mode. ii) It must allow the CSO to operate a dedicated Census omnichannel contact centre. iii) It must contain automated workflows to reduce manual interactions for Census staff. iv) It must record every interaction with each household and provide a single customer view to all Census staff. v) It must integrate with existing CSO systems, including the CSOโ€™s online data collection eQ Platform which will be used by householders to complete their online Census forms. vi) It must integrate with Microsoft Outlook and Teams to facilitate communication between Census staff. vii) It must provide telephony and messaging services. viii) It must be an enterprise software as a service (SaaS) based solution. The successful Tenderer will initially build and administer the CRM Solution, on behalf of the CSO, to provide the functionality required to deliver the 2027 Census project. The account with the underlying CRM Solution service provider must be in the CSOโ€™s name and the successful Tenderer will be given the required permissions to administer the account on behalf of the CSO for the duration of the Services Contract. Throughout the duration of the Service Contract the successful Tenderer will use knowledge transfer to upskill designated CSO staff members to the point where the CSO can administer the CRM Solution themselves without the assistance of the successful Tenderer. The successful Tenderer will hand over the administration of the CRM Solution to the CSO upon the expiry of the contract Term. There is also an optional drawdown requirement for the CSO to potentially re-use the CRM Solution for other CSO surveys over the Term of the Contract. The decision as to whether or not any additional drawdown requirements will be required, lies entirely with the CSO. At the end of the Contract Term, further licensing requirements, if any, may be sought by the CSO via a separate tender process.

Deadline
The time limit for receipt of tenders was 2023-08-23. The procurement was published on 2023-06-29.

Who?

What?

Where?

Procurement history
Date Document
2023-06-29 Contract notice
2023-07-12 Contract award notice
Contract notice (2023-06-29)
Contracting authority
Name and addresses
Name: Central Statistics Office_285
Postal address: CSO, Skehard Road, Cork
Postal town: Cork
Postal code: T12 X00E
Country: Ireland ๐Ÿ‡ฎ๐Ÿ‡ช
E-mail: censusprocurement@cso.ie ๐Ÿ“ง
Region: ร‰ire/Ireland ๐Ÿ™๏ธ
URL: https://www.etenders.gov.ie ๐ŸŒ
Address of the buyer profile: https://www.etenders.gov.ie ๐ŸŒ
Communication
Documents URL: https://www.etenders.gov.ie ๐ŸŒ

Object
Scope of the procurement
Title:
โ€œProvision of a configurable Customer Relationship Management (CRM) Solution, for use as part of 2027 Census Field Operation and the wider CSO surveys.โ€
Products/services: Data services ๐Ÿ“ฆ
Short description:
โ€œThe Services comprise: a single integrated system, supported by a managed service provider (MSP), in the form of a dynamic and configurable customer...โ€    Show more
Estimated value excluding VAT: EUR 7 000 000 ๐Ÿ’ฐ

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Additional products/services: Computer-related services ๐Ÿ“ฆ
Additional products/services: Computer support and consultancy services ๐Ÿ“ฆ
Additional products/services: Computer network services ๐Ÿ“ฆ
Additional products/services: Computer audit and testing services ๐Ÿ“ฆ
Additional products/services: Development software package ๐Ÿ“ฆ
Additional products/services: Memory-management software package ๐Ÿ“ฆ
Additional products/services: Exchange software package ๐Ÿ“ฆ
Additional products/services: IT software package ๐Ÿ“ฆ
Additional products/services: Desktop communications software package ๐Ÿ“ฆ
Additional products/services: Internet and intranet software package ๐Ÿ“ฆ
Additional products/services: Mainframe operating system software package ๐Ÿ“ฆ
Additional products/services: Backup or recovery software package ๐Ÿ“ฆ
Additional products/services: Real-time operating system software package ๐Ÿ“ฆ
Additional products/services: Inventory management software package ๐Ÿ“ฆ
Additional products/services: Software package suites ๐Ÿ“ฆ
Additional products/services: Web server software package ๐Ÿ“ฆ
Additional products/services: Electronic mail software package ๐Ÿ“ฆ
Additional products/services: Networking, Internet and intranet software package ๐Ÿ“ฆ
Additional products/services: Gateway software package ๐Ÿ“ฆ
Additional products/services: System management software package ๐Ÿ“ฆ
Additional products/services: System, storage and content management software package ๐Ÿ“ฆ
Additional products/services: Data security software package ๐Ÿ“ฆ
Additional products/services: File security software package ๐Ÿ“ฆ
Additional products/services: Security software package ๐Ÿ“ฆ
Additional products/services: Web page editing software package ๐Ÿ“ฆ
Additional products/services: Platform interconnectivity software package ๐Ÿ“ฆ
Additional products/services: Storage media loading software package ๐Ÿ“ฆ
Additional products/services: Content management software package ๐Ÿ“ฆ
Additional products/services: Mainframe transaction processing software package ๐Ÿ“ฆ
Additional products/services: Project management software package ๐Ÿ“ฆ
Additional products/services: Data security software development services ๐Ÿ“ฆ
Additional products/services: Software programming and consultancy services ๐Ÿ“ฆ
Additional products/services: Helpdesk and support services ๐Ÿ“ฆ
Additional products/services: Software package and information systems ๐Ÿ“ฆ
Place of performance: ร‰ire/Ireland ๐Ÿ™๏ธ
Place of performance: Ireland ๐Ÿ™๏ธ
Description of the procurement:
โ€œThe Services comprise: a single integrated system, supported by a managed service provider (MSP), in the form of a dynamic and configurable customer...โ€    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 7 000 000 ๐Ÿ’ฐ
Duration
Start date: 2023-10-16 ๐Ÿ“…
End date: 2027-12-31 ๐Ÿ“…
Information about options
Options โœ…
Description of options: As per appendix 1: Section A4.3 of the RFT
Scope of the procurement
Information about European Union funds: Nrrp

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: 2023-08-23 12:00 ๐Ÿ“…
Languages in which tenders or requests to participate may be submitted: English ๐Ÿ—ฃ๏ธ
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: 2023-08-24 10:00 ๐Ÿ“…

Complementary information
Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
Review body
Name: High Court
Postal address: Dublin 7
Postal town: Dublin
Country: Ireland ๐Ÿ‡ฎ๐Ÿ‡ช
Source: OJS 2023/S 126-399105 (2023-06-29)
Contract award notice (2023-07-12)
Contracting authority
Name and addresses
E-mail: procurement@cso.ie ๐Ÿ“ง

Object
Description
Main site or place of performance: Dublin
Award criteria
Quality criterion (name): See Tender documents
Quality criterion (weighting): See Tender documents
Cost criterion (name): See Tender documents
Cost criterion (weighting): See Tender documents
Scope of the procurement
Information about European Union funds: National Recovery & Resilience Plan
Description
Additional information:
โ€œThis Public Procurement Competition is being cancelled by the Contracting Authority as the relevant documentation uploaded with the original Contract Notice...โ€    Show more

Procedure
Administrative information
Previous publication concerning this procedure: 2023/S 126-399105

Award of contract

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Contract Number: 1
Information on non-award
Other reasons (discontinuation of procedure)

Complementary information
Additional information

โ€œThis Public Procurement Competition is being cancelled by the Contracting Authority as the relevant documentation uploaded with the original Contract Notice...โ€    Show more
Review body
Postal town: Dublin 7
Source: OJS 2023/S 135-430284 (2023-07-12)