---
title: "Proprietary Customer Relationship Management (CRM) System"
ocid: "ocds-h6vhtk-03a26e"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03a26e"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03a26e.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03a26e.json"
source: "Find A Tender Service"
current_stage: "Planning"
buyer: "THE ROYAL BOROUGH OF WINDSOR AND MAIDENHEAD COUNCIL"
published: "2023-02-02"
---

# Proprietary Customer Relationship Management (CRM) System

Buyer: THE ROYAL BOROUGH OF WINDSOR AND MAIDENHEAD COUNCIL  
Current stage: Planning  
OCID: ocds-h6vhtk-03a26e

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## Summary

The Royal Borough of Windsor & Maidenhead Council is planning to procure a Proprietary Customer Relationship Management (CRM) System. The procurement process is in the planning stage, with the future notice date set for April 3, 2023. The Council has specified detailed requirements including hosting, integration capabilities, security standards, user access, branding, and data migration. The opportunity is open to providers of CRM systems meeting these criteria, and interested parties should contact procurement@rbwm.gov.uk for further details.

This tender by The Royal Borough of Windsor & Maidenhead Council presents an opportunity for businesses specializing in proprietary Customer Relationship Management systems. Companies offering CRM solutions with capabilities aligning with the Council's requirements are well-suited to compete in this procurement process. The tender aims to establish a CRM system that meets specific operational needs of the Council, including data security, accessibility, and functionality tailored to government service delivery. Businesses with expertise in CRM software development and deployment, particularly in meeting public sector requirements, are encouraged to engage with the Council to explore partnership opportunities.

## Notice

The Royal Borough of Windsor & Maidenhead (RBWM) is inviting expressions of interest from providers of proprietary (not open source) Customer Relationship Management (CRM) systems. If your organisation provides such systems and is interested in supplying such a system to RBWM then please contact procurement@rbwm.gov.uk expressing your interest. RBWM will then ask you to complete a Market Questionnaire so that it can better understand your potential offering.

### Lot Information

Lot 1

Per the information given at II.1.4 of this notice please contact procurement@rbwm.gov.uk if you are interested in this potential opportunity. Your proprietary Customer Relationship Management (CRM) System will need to meet the following high level requirements - * The CRM is to be public or private cloud hosted by the Provider and must be hosted in a UK based data centre that meets ISO 27001 standards; * The CRM must be compatible and fully integrated with Brightly (Confirm), IDOX (Uniform), Whitespace, RBWM's address API, Adelante payments and Office 365 calendars for bookings; * It is desirable for the CRM to be integrated with RBWM's Active Directory so that staff can sign in using their RBWM username and password; * The CRM must be open API; * The CRM should be low / no code with regards to RBWM ability to create new processes / workflows and forms within the system; * The CRM must be cross internet browser compatible; * The CRM must be cross device compatible, for example PC, tablet, mobile phone, etc; * The Authority will require ongoing updates, upgrades and patches with regards to security and improvements to the CRM; * The CRM should come with Two Factor Authentication with regards to logging into the CRM; * The CRM (and where applicable its software) must meet the following standards for hosting - - ISO/IEC 27001 Information Security Standard - Web Content Accessibility Guidelines (WCAG) 2.1 to a standard of 'AA' or higher - BS 8878:2010 Web Accessibility Code of Practice to ensure compliance with the Disability Discrimination Act (DDA) 1995, The Equality Act 2010, the Data Protection Act 2018 and The General Data Protection Regulations - TLS encryption 1.2 or higher for all data. * The CRM must be available to use online and must be able to send automated and or manual emails to other users such as RBWM residents; * It is desirable for the CRM to be able to send SMS messages; * The CRM must operate customer accounts (such as for RBWM residents) and that when signed up to include marketing preferences so that residents / customers can opt in and out of email newsletters and alerts where required; * The CRM must come with a separate test environment; * The Provider must keep a backup of the live environment such as in case of system or other failure; * RBWM must be able to create its own workflows and forms within the CRM; * The CRM must come with reporting tools / functionality which enables RBWM to report on all case data and be able to export form data; * The CRM, it's workflows, forms, URLs and 'from' email address must reflect RBWM branding; * At present 4 members of RBWM staff will need access to the CRM as Super Users / Administrators; * At present an additional 340 members of RBWM and partner organisation staff will need access to the CRM mostly with view only access; * At present at least 60,000 residents will require access to the CRM such as via customer accounts; * The Authority may require the Provider to re-create / build up to 287 webforms and 31 case workflows in its CRM solution on RBWM's behalf; and * The Authority may require the Provider to import 52,171 existing resident / customer accounts and 15,900 existing cases (15,000 green waste subscriptions, 300 education appeals and 600 complaints) into its CRM on RBWM's behalf.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/003294-2023 |
| Notice type | Planning Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| Procurement method | Not Specified |
| Procurement method details | Not specified |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Planning |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 2 Feb 2023 |
| Submission deadline | Not specified |
| Future notice date | 2 Apr 2023 |
| Award date | Not specified |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Planned |
| Lots status | Planned |
| Awards status | Not specified |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | THE ROYAL BOROUGH OF WINDSOR AND MAIDENHEAD COUNCIL |
| Locality | MAIDENHEAD |
| Post town | Slough |
| Postcode | SL6 1RF |
| Country | England |
| ITL 1 | TLJ South East (England) |
| ITL 2 | TLJ1 Berkshire, Buckinghamshire and Oxfordshire |
| ITL 3 | TLJ15 Berkshire East |
| Local authority | Windsor and Maidenhead |
| Electoral ward | St Mary's |
| Westminster constituency | Maidenhead |
| Delivery location | TLJ11 Berkshire |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48333000 - Contact management software package
- 48445000 - Customer Relation Management software package
- 48510000 - Communication software package

## Release History

- 2 Feb 2023 at 15:01 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/003294-2023

## Notice URLs

- https://public.bravosolution.co.uk/web/login.html
- https://www.rbwm.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-h6vhtk-03a26e. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03a26e.json.