---
title: "The Provision of a CRM and MDM Solution"
ocid: "ocds-b5fd17-9d5fcb32-2702-4df8-a73c-a071d17f8aaf"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-9d5fcb32-2702-4df8-a73c-a071d17f8aaf"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-9d5fcb32-2702-4df8-a73c-a071d17f8aaf.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-9d5fcb32-2702-4df8-a73c-a071d17f8aaf.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "BUCKINGHAMSHIRE COUNCIL"
published: "2023-02-14"
---

# The Provision of a CRM and MDM Solution

Buyer: BUCKINGHAMSHIRE COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-9d5fcb32-2702-4df8-a73c-a071d17f8aaf

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## Summary

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.

## Notice

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

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/cd1cca44-1f67-4add-9ee2-0303dc2018e3 |
| 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 |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 14 Feb 2023 |
| Submission deadline | 30 Sep 2022 |
| Future notice date | Not specified |
| Award date | 24 Nov 2022 |
| Contract period | 3 Jan 2023 - 2 Jan 2028 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | £693,000 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | BUCKINGHAMSHIRE COUNCIL |
| Locality | AYLESBURY |
| Post town | Hemel Hempstead |
| Postcode | HP20 1UA |
| Country | England |
| ITL 1 | TLJ South East (England) |
| ITL 2 | TLJ1 Berkshire, Buckinghamshire and Oxfordshire |
| ITL 3 | TLJ13 Buckinghamshire |
| Local authority | Buckinghamshire |
| Electoral ward | Aylesbury North |
| Westminster constituency | Aylesbury |
| 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) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | ABAVUS |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 72 - IT services: consulting, software development, Internet and support

### 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

## Release History

- 14 Feb 2023 at 13:47 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/cd1cca44-1f67-4add-9ee2-0303dc2018e3
- 7 Sep 2022 at 14:19 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/76918389-dc76-4e3d-8420-7d15f57001f2
- 19 Aug 2022 at 13:02 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/bfed4c7d-9a0c-4841-afb7-16efb56fe8cb

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/cd1cca44-1f67-4add-9ee2-0303dc2018e3
  14th February 2023 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/76918389-dc76-4e3d-8420-7d15f57001f2
  7th September 2022 - Opportunity notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/bfed4c7d-9a0c-4841-afb7-16efb56fe8cb
  19th August 2022 - Opportunity notice on Contracts Finder
- https://procontract.due-north.com/Procurer/OjeuSubmission/RenderHtmlDocument?submissionKey=20220819-000011&projectId=2313dbf4-a6f3-ec11-8115-005056b64545
  Link to FTS
- https://procontract.due-north.com/Advert?advertId=3ac51ac2-1d17-ed11-8117-005056b64545&p=edea52dc-7be0-e511-810e-000c29c9ba21
  Link to the buyers portal

## Notice URLs

- https://www.buckinghamshire.gov.uk/

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-9d5fcb32-2702-4df8-a73c-a071d17f8aaf. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-9d5fcb32-2702-4df8-a73c-a071d17f8aaf.json.