---
title: "Enterprise Customer Relationship Management"
ocid: "ocds-b5fd17-d9a22336-37c3-4f5a-b83e-d2b448243ee7"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-d9a22336-37c3-4f5a-b83e-d2b448243ee7"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-d9a22336-37c3-4f5a-b83e-d2b448243ee7.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-d9a22336-37c3-4f5a-b83e-d2b448243ee7.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "DEPARTMENT OF TRANSPORT"
published: "2018-10-25"
---

# Enterprise Customer Relationship Management

Buyer: DEPARTMENT OF TRANSPORT  
Current stage: Award  
OCID: ocds-b5fd17-d9a22336-37c3-4f5a-b83e-d2b448243ee7

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## Summary

The Department of Transport has awarded a contract titled "Enterprise Customer Relationship Management" to Capgemini UK for the provision of IT services, specifically consulting and software development. This procurement process, classified under the CPV code 72000000, is part of DVSA's efforts to enhance road safety across the UK. The project aims to implement an enterprise CRM solution following a review of existing systems. The contract commenced on 24 September 2018 and is set to conclude on 24 December 2018, with a total value of £441,501. The procurement method used was selective, based on a call-off from a framework agreement.

This tender presents substantial opportunities for businesses, specifically SMEs, looking to establish themselves in the public sector, particularly in IT consulting and software development. Companies that specialise in CRM solutions, data management, and system integration would be well-positioned to compete, especially those capable of delivering tailored solutions that address the needs highlighted by DVSA. The contract's emphasis on efficiency and customer service improvement further underscores the potential for innovative service providers to contribute significantly to this initiative.

## Notice

DVSA is responsible for road safety across the UK. The agency carries out driving tests, approves people to be driving instructors and MOT testers, carries out tests to make sure lorries and buses are safe to drive, carries out enforcement roadside checks on drivers and vehicles, and monitors vehicle recalls. DVSA has 4,700 staff which includes both administration and front line resources. To support front line activities, DVSA manages customer details, contacts, payments and requests for information. DVSA also conducts casework and investigations which must be managed and controlled to ensure DVSA follows process and the outcomes are recorded for evidential purposes. There a number of applications in use across the business to support these activities, some of which are approaching end of life, or have limitations on the support they can provide for the changing needs of the agency. Following a recent Customer Relationship Management (CRM) review, it is expected that the implementation of an enterprise CRM solution will bring benefits to the agency by improving our customer service, improving the efficiency of case work, adhering to our regulatory obligations for data management and integrating with other applications to provide a single of view of both customers and case work. The supplier will complete a CRM Discovery exercise to determine how an enterprise CRM solution will be configured and implemented to meet DVSA's requirements and deliver benefits to the business. The exercise will further identify the governance that should be applied to CRM going forward, to ensure that the agency maintains a system which is capable of providing a single view of data and a controlled environment to manage information as other operational areas on-board to the CRM platform.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/d8f5a482-c745-49a4-a548-25cf738f31bd |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 25 Oct 2018 |
| Submission deadline | 3 Sep 2018 |
| Future notice date | Not specified |
| Award date | 22 Sep 2018 |
| Contract period | 23 Sep 2018 - 24 Dec 2018 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £441,501 |
| Lots value | Not specified |
| Awards value | £441,501 |
| 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 | DEPARTMENT OF TRANSPORT |
| Locality | NOTTINGHAM |
| Post town | Nottingham |
| Postcode | NG1 6LP |
| Country | England |
| ITL 1 | TLF East Midlands (England) |
| ITL 2 | TLF1 Derbyshire and Nottinghamshire |
| ITL 3 | TLF14 Nottingham |
| Local authority | Nottingham |
| Electoral ward | Hyson Green & Arboretum |
| Westminster constituency | Nottingham East |
| Delivery location | Not specified |

## Supplier

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

## CPV Codes

### Divisions

- 72 - IT services: consulting, software development, Internet and support

### Codes

- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 25 Oct 2018 at 10:17 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/d8f5a482-c745-49a4-a548-25cf738f31bd

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/d8f5a482-c745-49a4-a548-25cf738f31bd
  25th October 2018 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/5531a854-a811-4ff9-851e-35ab6532276e

## 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-d9a22336-37c3-4f5a-b83e-d2b448243ee7. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-d9a22336-37c3-4f5a-b83e-d2b448243ee7.json.