--- title: "1-827 Customer Relationship Management (CRM) System Subject Matter Expert (SME)" ocid: "ocds-b5fd17-9fe002cb-b30c-4619-9b49-2be7263710cd" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-9fe002cb-b30c-4619-9b49-2be7263710cd" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-9fe002cb-b30c-4619-9b49-2be7263710cd.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-9fe002cb-b30c-4619-9b49-2be7263710cd.json" source: "Contracts Finder" current_stage: "Award" buyer: "HIGHWAYS ENGLAND" published: "2019-06-25" --- # 1-827 Customer Relationship Management (CRM) System Subject Matter Expert (SME) Buyer: HIGHWAYS ENGLAND Current stage: Award OCID: ocds-b5fd17-9fe002cb-b30c-4619-9b49-2be7263710cd [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-9fe002cb-b30c-4619-9b49-2be7263710cd) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-9fe002cb-b30c-4619-9b49-2be7263710cd.json) ## Summary The procurement process, led by Highways England, concerns the provision of a Customer Relationship Management (CRM) System Subject Matter Expert. This contract, valued at £119,311 and classified under research and development services, is set in London, UK. The procurement method employed is selective, executed through a call-off from a framework agreement. The contract period commenced on 24th June 2019 and is scheduled to extend until 31st December 2019, while the tender period concluded on 17th June 2019. This tender presents significant growth opportunities for businesses that specialise in CRM systems, consultancy services, or related technological innovations. Companies with experience in developing and implementing customer relationship solutions, especially those familiar with large-scale project management in the public sector, would be particularly well-suited to compete for this contract. With the focus on enhancing operational efficiency and improving customer service within Highways England, there is considerable scope for innovative suppliers to demonstrate impactful solutions. ## Notice The project to deliver a Customer Relationship Management (CRM) system has been an integral element within the Major Projects (MP) Change Programme. Specifically, it is part of the project to implement a Programme Controls Service Platform (PCSP). Major Projects has had a significant involvement in delivering the 112 concurrent projects as part of RIS 2, this includes all complex and large-scale projects. On 25th February 2019 the responsibility for the management and future development of CRM was handed over to MP Customer Service Division (CSD). CSD will manage CRM until May 2020 when it will be handed over to Information Technology Directorate (ITD) as part of the corporate ITD systems strategy. Although CRM is an established practice in wider industry, their implementation into Highways England is new and innovative. CRM will enable the business to work more efficiently, streamline ways of working and help us deliver our objectives. The project proposes to replace archaic, unsupported, separate systems that are currently being used across MP/OD to log stakeholder and customer contacts. The rigidity of the systems has led to manual workarounds to compensate for lack of flexibility in the systems. Automating some functions through the system will lead to efficiencies and increased accuracy and ultimately improved customer service. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/ad1aa80f-607d-44d4-87c0-b881ee7665a6 | | Notice type | Award Notice | | Procurement type | Framework | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Call-off from a framework agreement | | Tender suitability | Not specified | | Awardee scale | Large | | All stages | Award | ## Dates | Field | Value | | --- | --- | | Publication date | 25 Jun 2019 | | Submission deadline | 17 Jun 2019 | | Future notice date | Not specified | | Award date | 24 Jun 2019 | | Contract period | 23 Jun 2019 - 31 Dec 2019 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £119,311 | | Lots value | Not specified | | Awards value | £119,311 | | 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 | HIGHWAYS ENGLAND | | Locality | BRISTOL | | Post town | Bristol | | Postcode | BS1 6HA | | Country | England | | ITL 1 | TLK South West (England) | | ITL 2 | TLK5 West of England | | ITL 3 | TLK51 Bristol, City of | | Local authority | Bristol, City of | | Electoral ward | Lawrence Hill | | Westminster constituency | Bristol East | | Delivery location | TLI London | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | ATKINS | ## CPV Codes ### Divisions - 73 - Research and development services and related consultancy services ### Codes - 73000000 - Research and development services and related consultancy services ## Release History - 25 Jun 2019 at 15:13 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/ad1aa80f-607d-44d4-87c0-b881ee7665a6 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/ad1aa80f-607d-44d4-87c0-b881ee7665a6 25th June 2019 - Awarded contract notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/Attachment/9693990e-a206-4b5f-9271-e21395475a15 n/a ## 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-b5fd17-9fe002cb-b30c-4619-9b49-2be7263710cd. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-9fe002cb-b30c-4619-9b49-2be7263710cd.json.