Date of dispatch of this notice: 22/02/2018
External Reference: 2018-268806
TED Reference: 2018/S 038-083585
Contract award notice
Information
Published
Contract award notice
Cached Version
Contract award notice
Results of the procurement procedure
Directive 2014/24/EU
Section I: Contracting authority
I.1)
Name and addresses
Wexford County Council
N/A
County Hall
Wexford
Y35 WY93
IE
Contact person:
Philip Knight
Telephone:
+353 539196243
E-mail:
procurement@wexfordcoco.ie
NUTS code:
IE052 -
South-East
Main address:
www.etenders.gov.ie
Address of the buyer profile:
https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/1199
I.2)
Joint procurement
The contract is awarded by a central purchasing body
I.4)
Type of the contracting authority
Regional or local authority
I.5)
Main activity
General public services
Section II: Object
II.1)
Scope of the procurement
II.1.1)
Title
The Provision of Software and Implementation Services for a Customer Relationship Management Solution for Wexford County Council.
Reference number:
37/CS/2017
II.1.2)
Main CPV code
48445000
-
Customer Relation Management software package
II.1.3)
Type of contract
Services
II.1.4)
Short description
The provision of software and implementation services for a customer relationship management solution for Wexford County Council.
II.1.6)
Information about lots
This contract is divided into lots:
no
II.1.7)
Total value of the procurement
Value excluding VAT:
343280.00
EUR
II.2)
Description
II.2.2)
Additional CPV code(s)
48445000
-
Customer Relation Management software package
II.2.3)
Place of performance
NUTS code:
IE052 -
South-East
Main site or place of performance:
Carricklawn, Wexford.
II.2.4)
Description of the procurement
Wexford County Council has initiated a customer service project with the overall aim of providing consistent, quality service to its customers. The new model will be focused on a centralised delivery model through the formation of a customer contact centre and the implementation of a Customer Relationship Management System. The Council now wishes to procure an externally-hosted customer relationship management system which will perform the following functions –
• Provide the software to support the Customer Service Centre to capture and manage all customer interactions including enquiries, service requests and applications through multiple channels (email, online form, telephone, post, in-person visit, social media, chat, etc)
• Provide the ability to record and monitor projects and the various interactions that occur with multiple customers and organisations
• Provide an electronic forms and workflow solution with rich integration functionality that will allow the Council to develop online forms for services requests and applications
• Capture customers basic data and manage the routing, tracking and monitoring of cases through the appropriate stream for further information/communications or progression to application/registration and resolution
• Provide online services (reporting of issues or incidents, request for specific services, customer account enquiries, customer payments and payments for other services), which are fully integrated with the CRM, and can be customised to the processes of the required streams within the Council
• Provide a secure customer portal that will enable customers to request, monitor and manage their service requests, applications, accounts and other interactions with the Council
• Provide an intuitive, easy to use dashboard for back office staff to deal with the cases assigned to them
• Support data management, analysis, and reporting requirements
• Where appropriate, a map based interface is required to allow customers to ide
• Provide the software to support the Customer Service Centre to capture and manage all customer interactions including enquiries, service requests and applications through multiple channels (email, online form, telephone, post, in-person visit, social media, chat, etc)
• Provide the ability to record and monitor projects and the various interactions that occur with multiple customers and organisations
• Provide an electronic forms and workflow solution with rich integration functionality that will allow the Council to develop online forms for services requests and applications
• Capture customers basic data and manage the routing, tracking and monitoring of cases through the appropriate stream for further information/communications or progression to application/registration and resolution
• Provide online services (reporting of issues or incidents, request for specific services, customer account enquiries, customer payments and payments for other services), which are fully integrated with the CRM, and can be customised to the processes of the required streams within the Council
• Provide a secure customer portal that will enable customers to request, monitor and manage their service requests, applications, accounts and other interactions with the Council
• Provide an intuitive, easy to use dashboard for back office staff to deal with the cases assigned to them
• Support data management, analysis, and reporting requirements
• Where appropriate, a map based interface is required to allow customers to ide
II.2.5)
Award criteria
Criteria below
Quality criterion
-
Name:
Quality of approach
/
Weighting:
70%
Price
-
Weighting:
30%
II.2.11)
Information about options
Options:
no
II.2.13)
Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
no
Section IV: Procedure
IV.1)
Description
IV.1.1)
Type of procedure
Open procedure
IV.1.8)
Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: yes
IV.2)
Administrative information
IV.2.1)
Previous publication concerning this procedure
Notice number in the OJ S: 2017/S 187-383124
Section V: Award of contract
Contract No: 1
Title: The Provision of Software and Implementation Services for a Customer Relationship Management Solution for Wexford County Council.
V.2)
Award of contract
V.2.1)
Date of conclusion of the contract
11/12/2017
V.2.2)
Information about tenders
Number of tenders received:
5
Number of tenders received by electronic means:
5
The contract has been awarded to a group of economic operators
:
noV.2.3)
Name and address of the contractor
Firmstep
792638878
Victoria house, 64 Paul Street
London
EC2A 4NG
UK
E-mail:
richardadams@firmstep.com
NUTS code:
UKI -
LONDON
The contractor is an SME : yes
V.2.4)
Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
343280.00
EUR
Section VI: Complementary information
VI.4)
Procedures for review
VI.4.1)
Review body
High Court
Chief Registrar, The Four Courts, Inns Quay
Dublin
D7
IE
Telephone:
+353 18886000
E-mail:
highcourtcentraloffice@courts.ie