Award

The Provision of a CRM and MDM Solution

BUCKINGHAMSHIRE COUNCIL

This public procurement record has 3 releases in its history.

Award

14 Feb 2023 at 13:47

Award Notice
Tender

07 Sep 2022 at 14:19

Tender Notice
Tender

19 Aug 2022 at 13:02

Tender Notice
Summary of the contracting process

The Buckinghamshire Council is seeking tenders for "The Provision of a CRM and MDM Solution" in the software package and information systems industry category. This procurement process has reached the award stage, with a contract value of £693,000. The tender period ended on 30th September 2022, and the contract period is from 3rd January 2023 to 2nd January 2028. This opportunity is suited for SMEs and VCSEs, and the main procurement method is an open procedure.

This tender provides an opportunity for businesses experienced in providing Customer Relation Management software and IT services to compete. Businesses offering consultancy, software development, and Internet support can showcase their expertise in this field. The Buckinghamshire Council aims to enhance its customer service capabilities through a modern CRM platform, creating a potential growth avenue for businesses that can deliver innovative and tailored solutions. The focus on collaboration and integration with existing systems opens doors for businesses capable of delivering comprehensive solutions with a customer-centric approach.

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Notice Information

Notice Title

The Provision of a CRM and MDM Solution

Notice Description

The Provision of a CRM and MDM Solution The Buckinghamshire Council seeks tenders from suitably qualified and experienced organisations for the provision of a corporate, modern Customer Relationship Platform (CRM) that supports the Council's vision of a "Customer First" culture. Our vision is to give residents more free time by making everything they do with the Council faster and easier. We need modern tools to achieve this, harnessing the power of Master Data Management (MDM) to enable a 'single view of the customer' and integrate with existing Line of Business systems. This cloud hosted system will provide rich, unfettered data to help promote the seamless digital journey from the Buckinghamshire Council website. The solution will include (but not be limited to) the following: hosting, licensing, maintenance, upgrades, reporting, consultancy, customisation, configuration, database administration, data cleansing, data migration, Implementation, initial training, ongoing support. We are seeking a collaborative supplier to support our talented Council officers to get the best use and value from the platform assets. The CRM platform needs to be effective and configurable, fulfilling our high-level requirements of interactive web forms, a customer account, and an integration engine to fulfil integration into our back-office systems. The platform will enable analysis of customer needs so we can shape our services accordingly as we achieve a better understanding of how customers interact across all services. A CRM platform combined with MDM technology will enable residents to track service requests, receive updates electronically, so we can deliver personalised, targeted services and communication to strengthen relationships with our communities. Our vision is for a platform that touches all service areas, with an emphasis on providing integrations for the more transactional services. We intend to do this through a four-phase programme, as described in the requirements. The platform will enable future integration and interaction around online booking, payments, live chat, social listening, artificial intelligence, data management, Single Sign On, and several other capabilities. It is important we see no degradation to our existing services, particularly Household Waste with established integrations. This also includes a single sign on into some of our applications, including (but not limited to) our Revenues and Benefits application and our library services application. The successful supplier will have a track record of delivery of this type of platform and must be able to demonstrate that their platform is currently operational. The programme to implement this new instance of a CRM platform with MDM capability has five phases, which are as follows: Phase 0: the build of the core components of the platform - the CRM, case management, interactive web forms, the customer account, the integration engine, and the MDM capabilities. Additional information: The Contract value covers the 60 months initial term and the option to extend for a further 60 months

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-9d5fcb32-2702-4df8-a73c-a071d17f8aaf
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/cd1cca44-1f67-4add-9ee2-0303dc2018e3
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
SME, VCSE
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

72 - IT services: consulting, software development, Internet and support

CPV Codes

48000000 - Software package and information systems

48445000 - Customer Relation Management software package

72000000 - IT services: consulting, software development, Internet and support

72212445 - Customer Relation Management software development services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
£693,000 £500K-£1M
Contracts Value
Not specified

Notice Dates

Publication Date
14 Feb 20233 years ago
Submission Deadline
30 Sep 2022Expired
Future Notice Date
Not specified
Award Date
24 Nov 20223 years ago
Contract Period
3 Jan 2023 - 2 Jan 2028 Over 5 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
BUCKINGHAMSHIRE COUNCIL
Contact Name
Helen Bold
Contact Email
helen.bold@buckinghamshire.gov.uk
Contact Phone
+44 1296383660

Buyer Location

Locality
AYLESBURY
Postcode
HP20 1UA
Post Town
Hemel Hempstead
Country
England
Major Region (ITL 1)
TLJ South East (England)
Basic Region (ITL 2)
TLJ1 Berkshire, Buckinghamshire and Oxfordshire
Small Region (ITL 3)
TLJ13 Buckinghamshire
Delivery Location
TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England)
Local Authority
Buckinghamshire
Electoral Ward
Aylesbury North
Westminster Constituency
Aylesbury

Supplier Information

Number of Suppliers
1
Supplier Name

ABAVUS

Further Information

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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