D3 Tenders | Proprietary Customer Relationship Management (CRM) System

Notice Information

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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.

Lot Information

Lot 1

Per the information given at II.1.4 of this notice please contact procurement@rbwm.gov.uk if you are interested in this potential opportunity. 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; * At present 4 members of RBWM staff will need access to the CRM as Super Users / Administrators; * At present an additional 340 members of RBWM and partner organisation staff will need access to the CRM mostly with view only access; * At present at least 60,000 residents will require access to the CRM such as via customer accounts; * The Authority may require the Provider to re-create / build up to 287 webforms and 31 case workflows in its CRM solution on RBWM's behalf; and * The Authority may require the Provider to import 52,171 existing resident / customer accounts and 15,900 existing cases (15,000 green waste subscriptions, 300 education appeals and 600 complaints) into its CRM on RBWM's behalf.

Notice Details

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Publication & Lifecycle

Open Contracting ID: ocds-h6vhtk-03a26e
Publication Source: Find A Tender Service
Latest Notice: https://www.find-tender.service.gov.uk/Notice/003294-2023
Current Stage: Planning
All Stages: Planning

Procurement Classification

Notice Type: Planning Notice
Procurement Type: Standard
Procurement Category: Goods
Procurement Method: Not Specified
Procurement Method Details: Not specified
Tender Suitability: Not specified
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: Not specified
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: 2 Apr 2023Expired
Award Date: Not specified
Contract Period: Not specified - Not specified
Recurrence: Not specified

Notice Status

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

Buyer & Supplier

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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: TLJ11 Berkshire
Local Authority: Windsor and Maidenhead
Electoral Ward: St Mary's
Westminster Constituency: Maidenhead

Further Information

Notice URLs

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

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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