--- title: "Customer Relationship & Online Engagement Tools" ocid: "ocds-h6vhtk-04872e" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04872e" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04872e.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04872e.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "SENEDD CYMRU / WELSH PARLIAMENT" published: "2024-08-02" --- # Customer Relationship & Online Engagement Tools Buyer: SENEDD CYMRU / WELSH PARLIAMENT Current stage: Tender OCID: ocds-h6vhtk-04872e [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04872e) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-04872e.json) ## Summary Senedd Cymru / Welsh Parliament is currently in the tender stage of a procurement process for the provision, installation, and support of a Customer Relationship Management (CRM) and Online Engagement Tool (OET). This contract, valued at £490,000, falls within the IT services category, specifically consulting, software development, internet, and support. The procurement is being carried out through a restricted procedure method and is expected to run for 5 years with an option to extend for an additional 2 years. Key dates include a tender submission deadline of 3rd September 2024 and the second stage invitation date of 13th September 2024. The project will be based in Cardiff and aims to improve public engagement and operational efficiency for the Welsh Parliament. This tender presents significant opportunities for businesses specialising in cloud-based CRM and OET solutions. Companies with expertise in IT services, particularly those experienced in implementing and maintaining CRM systems, will find this contract an excellent avenue for growth. Businesses capable of offering innovative engagement tools and enhancing public participation methods are particularly well-suited to compete. Smaller enterprises and start-ups equipped with scalable and flexible solutions that can cater to the diverse needs of the Welsh Parliament's engagement strategies are also encouraged to participate, fostering potential long-term business relationships and visibility in the public sector. ## Notice The Senedd is looking to put a contract in place for the supply, installation, and ongoing support of a Customer Relationship Management (CRM) & Online Engagement Tool (OET). The contract will be for a 5 year period, with the option to extend for a further 2 years. ### Lot Information Lot 1 The Senedd is looking to put a contract in place for the supply, installation, and ongoing support of a Customer Relation Management (CRM) & Online Engagement Tool (OET). We are seeking solutions that are cloud based, without any requirement to install software on individual machines. The CRM system will be used to improve the customer experience, improve the efficiency of reporting on Key Performance Indicators (KPIs), as a basis for meaningful engagement for future interactions and analysed to inform engagement strategies. We are looking to expand our use of online engagement tools and crowdsourcing by exploring solutions which make participation as accessible and engaging as possible to Welsh citizens. The solution must operate efficiently, to enable the Senedd to enhance the scope and scale of participation with internal and external stakeholders, thus improving the quality and quantity of citizen engagement. We are seeking solutions that are flexible enough to be utilised across the Commission through future phases. Renewal: Option to extend for a further 2 year period ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/024310-2024 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Restricted procedure | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 2 Aug 2024 | | Submission deadline | 3 Sep 2024 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | Not specified | | Recurrence | 2029 | ## Values | Field | Value | | --- | --- | | Tender value | £490,000 | | Lots value | £490,000 | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Active | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | SENEDD CYMRU / WELSH PARLIAMENT | | Locality | CARDIFF | | Post town | Cardiff | | Postcode | CF99 1SN | | Country | Wales | | ITL 1 | TLL Wales | | ITL 2 | TLL5 South East Wales | | ITL 3 | TLL52 Cardiff and Vale of Glamorgan | | Local authority | Cardiff | | Electoral ward | Butetown | | Westminster constituency | Cardiff South and Penarth | | Delivery location | TLL Wales | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support ### Codes - 72000000 - IT services: consulting, software development, Internet and support ## Release History - 2 Aug 2024 at 12:42 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/024310-2024 ## Notice URLs - https://etenderwales.bravosolution.co.uk - https://www.sell2wales.gov.wales/search/Search_AuthProfile.aspx?ID=AA0424 - https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=143481 - https://www.senedd.wales.org/abthome/abt-procurement.htm ## 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-04872e. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04872e.json.