Planning

Proprietary Customer Relationship Management (CRM) System

THE ROYAL BOROUGH OF WINDSOR AND MAIDENHEAD COUNCIL

This public procurement record has 1 release in its history.

Planning

02 Feb 2023 at 15:14

Planned Procurement Notice
Summary of the contracting process

The Royal Borough of Windsor & Maidenhead Council is planning a procurement process for a Proprietary Customer Relationship Management (CRM) System. The budget for this opportunity is £200,000 for the period from April 2023 to March 2024. The planned contract start date is November 1st, 2023, with a contract end date of October 31st, 2027. The Council is looking for providers of proprietary CRM systems that meet specific requirements, including cloud hosting, integration capabilities, security standards, and user accessibility. The procurement method for this opportunity is through an available framework, and the future notice date for this tender is April 1st, 2023.

This tender presents a significant opportunity for businesses that provide proprietary CRM systems and related services. Companies specialising in contact management software packages, customer relationship management software packages, and communication software packages would be well-suited to compete for this contract. As the Royal Borough of Windsor & Maidenhead Council aims to enhance its CRM capabilities and user experience, vendors with expertise in meeting stringent security and integration requirements, as well as providing ongoing support and updates, are encouraged to express interest in this tender. Small and medium-sized enterprises (SMEs) are specifically considered suitable for participation in this procurement process, offering them a chance for business growth and collaboration with a public sector organisation.

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Notice Information

Notice Title

Proprietary Customer Relationship Management (CRM) System

Notice Description

The Royal Borough of Windsor & Maidenhead (RBWM) is inviting expressions of interest from providers of proprietary (not open source) Customer Relationship Management (CRM) systems. If your organisation provides such systems and is interested in supplying such a system to RBWM then please contact procurement@rbwm.gov.uk expressing your interest. RBWM will then ask you to complete a Market Questionnaire so that it can better understand your potential offering. Your proprietary Customer Relationship Management (CRM) System will need to meet the following high level requirements - * The CRM is to be public or private cloud hosted by the Provider and must be hosted in a UK based data centre that meets ISO 27001 standards; * The CRM must be compatible and fully integrated with Brightly (Confirm), IDOX (Uniform), Whitespace, RBWM's address API, Adelante payments and Office 365 calendars for bookings; * It is desirable for the CRM to be integrated with RBWM's Active Directory so that staff can sign in using their RBWM username and password; * The CRM must be open API; * The CRM should be low / no code with regards to RBWM ability to create new processes / workflows and forms within the system; * The CRM must be cross internet browser compatible; * The CRM must be cross device compatible, for example PC, tablet, mobile phone, etc; * The Authority will require ongoing updates, upgrades and patches with regards to security and improvements to the CRM; * The CRM should come with Two Factor Authentication with regards to logging into the CRM; * The CRM (and where applicable its software) must meet the following standards for hosting - - ISO/IEC 27001 Information Security Standard - Web Content Accessibility Guidelines (WCAG) 2.1 to a standard of 'AA' or higher - BS 8878:2010 Web Accessibility Code of Practice to ensure compliance with the Disability Discrimination Act (DDA) 1995, The Equality Act 2010, the Data Protection Act 2018 and The General Data Protection Regulations - TLS encryption 1.2 or higher for all data. * The CRM must be available to use online and must be able to send automated and or manual emails to other users such as RBWM residents; * It is desirable for the CRM to be able to send SMS messages; * The CRM must operate customer accounts (such as for RBWM residents) and that when signed up to include marketing preferences so that residents / customers can opt in and out of email newsletters and alerts where required; * The CRM must come with a separate test environment; * The Provider must keep a backup of the live environment such as in case of system or other failure; * RBWM must be able to create its own workflows and forms within the CRM; * The CRM must come with reporting tools / functionality which enables RBWM to report on all case data and be able to export form data; * The CRM, it's workflows, forms, URLs and 'from' email address must reflect RBWM branding;

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-3e55d5ff-ab6a-442b-81fa-d2ee404f1ed4
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/59cdc3dd-d375-4db2-8020-1614c3bc464f
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
Planned Procurement Notice
Procurement Type
Standard
Procurement Category
Not specified
Procurement Method
Not Specified
Procurement Method Details
Other - The Royal Borough of Windsor & Maidenhead is likely to use an available framework for this requirement
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

CPV Codes

48333000 - Contact management software package

48445000 - Customer Relation Management software package

48510000 - Communication software package

Notice Value(s)

Tender Value
£200,000 £100K-£500K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
2 Feb 20233 years ago
Submission Deadline
Not specified
Future Notice Date
1 Apr 2023Expired
Award Date
Not specified
Contract Period
1 Nov 2023 - 31 Oct 2027 4-5 years
Recurrence
Not specified

Notice Status

Tender Status
Planned
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
THE ROYAL BOROUGH OF WINDSOR AND MAIDENHEAD COUNCIL
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
MAIDENHEAD
Postcode
SL6 1RF
Post Town
Slough
Country
England
Major Region (ITL 1)
TLJ South East (England)
Basic Region (ITL 2)
TLJ1 Berkshire, Buckinghamshire and Oxfordshire
Small Region (ITL 3)
TLJ15 Berkshire East
Delivery Location
Not specified
Local Authority
Windsor and Maidenhead
Electoral Ward
St Mary's
Westminster Constituency
Maidenhead

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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