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 CSO’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 CSO’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 2023-09-06.
The procurement was published on 2023-07-13.
Object Scope of the procurement
Title:
“PROVISION OF A CONFIGURABLE CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SOLUTION, FOR USE AS PART OF 2027 CENSUS FIELD OPERATION AND THE WIDER CSO SURVEYS.”
Products/services: Software programming and consultancy services📦
Short description:
“The Services comprise: a single integrated system, supported by a managed service provider (MSP), in the form of a dynamic and configurable customer...”
Short description
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 CSO’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 CSO’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.
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Estimated value excluding VAT: EUR 7 000 000 💰
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 CSO’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 CSO’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.
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 💰
Duration
Start date: 2023-10-23 📅
End date: 2027-12-31 📅
Information about options
Options ✅
Description of options:
“In addition to the Census survey, the CSO conducts multiple other surveys, such as business surveys, household & social surveys, agricultural surveys...”
Description of options
In addition to the Census survey, the CSO conducts multiple other surveys, such as business surveys, household & social surveys, agricultural surveys etc.
While this tender process calls for a CRM Solution for the 2027 Census project, it is possible that the CSO may wish to re-use the CRM Solution, or certain elements of it (i.e., the same technology and similar functionality) in respect of some of the other CSO surveys, during the Term of this Services Contract.
At a high level there is significant commonality across all the CSO surveys, however, some key differences of the Census requirements to the wider CSO survey requirements are as follows:
- other surveys may not have a field force associated with them,
- other surveys are ongoing (as opposed to the once off Census survey) and are repeated at regular intervals such as weekly, monthly, quarterly, annually,
- some customers may be involved in multiple CSO surveys at the same time,
- the CRM Solution may be required to integrate with different CSO systems.
There is no guarantee that any potential option(s) will be drawdown by the CSO over the Term of this Contract, and any costs associated with these must not be included in the Overall Total Cost for the Census CRM Solution.
Show more Scope of the procurement
Information about European Union funds: National Recovery & Resilience Plan
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: 2023-09-06
12:00 📅
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: 2023-09-06
12:30 📅
Conditions for opening of tenders (place): CSO Swords Office
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 town: Dublin 7
Country: Ireland 🇮🇪
Source: OJS 2023/S 136-435088 (2023-07-13)