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 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.

Who?

• Central Statistics Office_285

What?

Where?

• Eastern and Midland › Dublin

Procurement history

Date	Document
2023-07-13	Contract notice

Contract notice (2023-07-13)
Object
Scope of the procurement
Title: 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

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: Software programming and consultancy services 📦
Additional CPV: Software package and information systems 📦
Place of performance
NUTS region: Dublin 🏙️

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: National or federal Agency/Office
Awarding authority name: Central Statistics Office_285
Postal address: CSO, Skehard Road, Cork
Postal code: T12 X00E
Postal town: Cork
Contact
Internet address: https://www.etenders.gov.ie 🌏
E-mail: procurement@cso.ie 📧
URL for documents: https://www.etenders.gov.ie 🌏
URL for participation: https://www.etenders.gov.ie 🌏

Reference
Dates
Date dispatched: 2023-07-13 📅
Submission deadline: 2023-09-06 📅
Publication date: 2023-07-18 📅
Start date: 2023-10-23 📅
End date: 2027-12-31 📅
Identifiers
Notice number: 2023/S 136-435088
OJ-S issue: 136

Object
Scope of the procurement
Estimated total value: 7 000 000 EUR 💰
Estimated value excluding VAT: 7 000 000 EUR 💰
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...”

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“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...”

“- 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...”

Name of EU-financed project or programme: National Recovery & Resilience Plan

Procedure
Legal basis: 32014L0024
Time of receipt of tenders: 12:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 4 months
Tender opening date: 2023-09-06 📅
Tender opening time: 12:30
Place: CSO Swords Office

Contracting authority
Contact
Address of the buyer profile: https://www.etenders.gov.ie 🌏
Documents URL: https://www.etenders.gov.ie 🌏

Complementary information
Review body
Name: High Court
Postal town: Dublin 7
Country: Ireland 🇮🇪
Source: OJS 2023/S 136-435088 (2023-07-13)

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