2025-040 Vantage components and Non-Domestic Renewable Heat Incentive (NDRHI) scheme CRM support services

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            "id": "2023/54",
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        "title": "2025-040 Vantage components and Non-Domestic Renewable Heat Incentive (NDRHI) scheme CRM support services",
        "description": "Provision of Vantage components to support the Non-Domestic Renewable Heat Incentive (NDRHI) scheme CRM system which delivers essential bespoke functionality allowing for the administration of the scheme as required for the continued licensing, support, and maintenance of the CRM",
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        "procurementMethodRationale": "This Transparency Notice is published to inform the market that the Office of Gas and Electricity Markets (Ofgem) intends to make a direct award of a contract to Cantata Limited for the provision of Vantage components and Customer Relationship Management (CRM) support services for the Non-Domestic Renewable Heat Incentive (NDRHI) Scheme. The proposed contract will be for a 3 year period commencing on 1 June 2026 and ending on 01 June 2029 with the option to extend for up to a further 2 x 12 month periods. The direct award is made in accordance with Section 41(1)(a) and Schedule 5, Paragraphs 5 and 6 of the Procurement Act 2023, on the basis that the services can only be supplied by a particular supplier due to exclusive intellectual property rights and the absence of reasonable alternatives. 1.The proposed supplier (Cantata Limited) has exclusive (intellectual property) for the code which is critical to Ofgem Non-Domestic Renewable Heat Incentive (NDRHI) scheme CRM system which delivers essential bespoke functionality allowing for the administration of the scheme as required. Cantata Limited does not share /re-sell/licence, any of its code/intellectual property with/to any third parties. Without this code, no other supplier could provide the bespoke functionally and support service. Ofgem already holds licences to the proprietary software code used within the NDRHI CRM system. This contract constitutes a replacement contract for the continued licensing, support, and maintenance of that software. For the same reasons, 2. The only means by which another supplier could provide services similar to those under the proposed contract would be to undertake extensive discovery to understand the code and bespoke configuration of the CRM. As very significant investment has already been made to deploy and configure the existing system, along with extensive training to staff, partners, and the needed guidance. To undertake significant discovery, training and reconfiguration of the CRM at this juncture would therefore be disproportionate and unreasonable. The new contract will ensure continuity of this essential service and ensure stability and continuity of critical services to NDRHI Scheme participants.",
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        "riskDetails": "1)The supplier is unable to provide effective support for the CRM, resulting in system instability or ongoing issues that impact Ofgem's administration of the NDRHI scheme. 2)There is a risk that as the CRM is a Microsoft product, platform level incidents affecting the Dynamics 365 CRM, which are outside the control of both Ofgem and the supplier, may impact system performance and the supplier's ability to meet contractual obligations."
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