Framework Agreement for Customer Experience Management System

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    "date": "2019-08-21T00:00:00Z",
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        {
            "id": "org-31",
            "name": "East Renfrewshire Council",
            "identifier": {
                "legalName": "East Renfrewshire Council"
            },
            "address": {
                "streetAddress": "Eastwood HQ, Eastwood Park,",
                "locality": "Giffnock",
                "region": "UKM83",
                "postalCode": "G46 6UG"
            },
            "contactPoint": {
                "email": "vanessa.fordyce@eastrenfrewshire.gov.uk",
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                        "scheme": "COFOG"
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                ],
                "url": "http://www.eastrenfrewshire.gov.uk"
            }
        },
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            "name": "East Renfrewshire Council",
            "identifier": {
                "legalName": "East Renfrewshire Council"
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            "address": {
                "streetAddress": "Eastwood HQ, Eastwood Park,",
                "locality": "Giffnock",
                "region": "UKM83",
                "postalCode": "G46 6UG"
            },
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                "url": "http://"
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                ],
                "url": "http://www.eastrenfrewshire.gov.uk"
            }
        },
        {
            "id": "org-68",
            "name": "GOSS Interactive Ltd",
            "identifier": {
                "legalName": "GOSS Interactive Ltd"
            },
            "address": {
                "streetAddress": "24 Darklake View, Estover",
                "locality": "Plymouth",
                "region": "UKK41",
                "postalCode": "PL6 7TL"
            },
            "contactPoint": {
                "telephone": "+44 8448803637"
            },
            "roles": [
                "supplier"
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            "details": {
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                "url": "http://"
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    ],
    "buyer": {
        "name": "East Renfrewshire Council",
        "id": "org-67"
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    "tender": {
        "id": "CE 18 19 016",
        "title": "Framework Agreement for Customer Experience Management System",
        "description": "East Renfrewshire Council (ERC) has ambitious plans to transform its Digital Customer Experience, modernising the end to end digital customer journey through the use of improved processes, systems and new technology. The scope of the project encompasses - Website Design - Website Content Management System - Customer Relationship Management/ Customer Experience Management System",
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                        "region": "UKM83"
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                        "region": "UKM83"
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        "value": {
            "amount": 1000000,
            "currency": "GBP"
        },
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        "procurementMethodDetails": "Open procedure",
        "mainProcurementCategory": "services",
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                "title": "Framework Agreement for Customer Experience Management System",
                "description": "East Renfrewshire Council (ERC) has ambitious plans to transform its Digital Customer Experience, modernising the end to end digital customer journey through the use of improved processes, systems and new technology. The scope of the project encompasses - Website Design - Website Content Management System - Customer Relationship Management/ Customer Experience Management System",
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                "title": "Framework Agreement for Customer Experience Management System",
                "description": "East Renfrewshire Council (ERC) has ambitious plans to transform its Digital Customer Experience, modernising the end to end digital customer journey through the use of improved processes, systems and new technology. The scope of the project encompasses - Website Design - Website Content Management System - Customer Relationship Management/ Customer Experience Management System",
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                "description": "East Renfrewshire Council are looking to establish a sole supplier framework agreement. The initial call off via the framework agreement will establish a contract for the following: Supply, build, implementation, testing, training and support & maintenance of an end to end Customer Experience Management System that replaces functionality of the current: -Website Content Management (CMS) for multiple sites -Customer Relationship Management (CRM) Further potential call off options shall include: -Website redesign for ERC main Site (currently: www.eastrenfrewshire.gov.uk) -Website redesign and amalgamation of three East Renfrewshire Culture & Leisure Trust sites (currently: http://www.ercultureandleisure.org/ http://eastwoodparktheatre.co.uk/ http://www.portaltothepast.co.uk/) or migration of three sites as-is onto the new solution - Queue management - Live Chat / Chatbot - Utilising the solution for internal use (Intranet) All possibilities of how to best achieve a seamless Digital Customer Experience are being considered, including integrated best of breed systems, a single solution or alternative methods.",
                "status": "complete",
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                    "currency": "GBP"
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                    "description": "The following are potential future call off requirements: Website redesign for ERC main Site (currently: www.eastrenfrewshire.gov.uk) -Website redesign and amalgamation of three East Renfrewshire Culture & Leisure Trust sites (currently: http://www.ercultureandleisure.org/ http://eastwoodparktheatre.co.uk/ http://www.portaltothepast.co.uk/) or migration of three sites as-is onto the new solution - Queue management - Live Chat - Utilising the solution for internal use (Intranet)"
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            "performanceTerms": "KPI applicable to the contract will be provided in the Invitation to Tender document"
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            "criteria": [
                {
                    "type": "economic",
                    "description": "Financial Standing: The financial assessment of Tenderers will cover the following areas: - Credit Safe Report - An assessment of financial information - Turnover - the Main contractor must have an annual turnover level of at least 2 Million GBP To establish the financial standing of a Tenderer, the Council will firstly take into account a risk report provided independently by Credit Safe. Within such reports, the risk of business failure is expressed as a score ranging from 1 -100. In the event that a company is determined to have a risk failure rating of below 30 i.e. that the company is considered to have a high risk of business failure, the submission will not be considered further. Where you are not registered on credit safe e.g. charitable organisations, new start companies and Sole Traders you are to submit 2 years financial accounts, including Profit & Loss Statement and Balance Sheet for consideration. To facilitate the financial assessment of solvency ratios and profitability ratios Tenderers are asked to complete the attachment and provide copies of accounts which support the completed attachment. If a subcontractor is being used the attachment must also be completed by them and uploaded to this response. It should be noted that the maximum business that can be passed to a subcontractor under this contract cannot be more than 50% of their annual turnover. Insurance Requirements Bidders are asked to confirm the following insurance levels to be held; -Public / Products Liability Insurance held. Minimum level of cover 5m GBP per claim (and in the aggregate for products) -Employers Liability Insurance held. Minimum level of cover 10m GBP per claim -Professional Indemnity Insurance held. Minimum level of cover 5m GBP per claim. Where an Applicant does not have adequate cover, and in order to remain in the exercise, confirmation must be received that the level of cover will be increased. It will be a condition of award of contract that the level of Insurance is increased to the minimum stated and maintained throughout the period of the contract."
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            "scheme": "CPV"
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            "scheme": "CELEX"
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    "language": "EN",
    "description": "The buyer is using PCS-Tender to conduct this ITT exercise. The Project code is 27936. For more information see: http://www.publiccontractsscotland.gov.uk/info/InfoCentre.aspx?ID=2343 A sub-contract clause has been included in this contract. For more information see: http://www.publiccontractsscotland.gov.uk/info/InfoCentre.aspx?ID=2363 Community benefits are included in this requirement. For more information see: http://www.publiccontractsscotland.gov.uk/info/InfoCentre.aspx?ID=2361 A summary of the expected community benefits has been provided as follows: Full information on this is provided within the PCS-Tender system. Goss Interactive Ltd have been awarded to the sole supplier framework agreement. All call-off's from the framework agreement will be noted with a call off notice (SC Ref:595240)",
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    "awards": [
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            "id": "CE 18 19 016",
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                    "id": "org-68",
                    "name": "GOSS Interactive Ltd"
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