Date of dispatch of this notice: 07/09/2018
Expire date: 26/10/2018
External Reference: 2018-240451
TED Reference: 2018/S 174-394162
Contract notice
Information
Published
Contract notice
Contract notice
Directive 2014/24/EU
Section I: Contracting authority
I.1)
Name and addresses
Department of Agriculture, Food and the Marine
N/A
Agriculture House
Dublin 2
Kildare Street
IE
Contact person:
Pat Maguire
Telephone:
+353 16072266
E-mail:
pat.maguire@agriculture.gov.ie
Internet address(es):
Main address:
http://www.agriculture.gov.ie
Address of the buyer profile:
https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/307
I.3)
Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at:
http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=134885&B=ETENDERS_SIMPLEAdditional information can be obtained from
the abovementioned address:
Tenders or requests to participate must be submitted
electronically via:
http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=134885&B=ETENDERS_SIMPLE
Tenders or requests to participate must be submitted
to the abovementioned address
I.4)
Type of the contracting authority
Ministry or any other national or federal authority, including their regional or local subdivisions
I.5)
Main activity
General public services
Section II: Object
II.1)
Scope of the procurement
II.1.1)
Title
Supply, installation and configuration of a Customer Relationship Management (CRM) solution that incorporates a centralised Customer Engagement Contact Centre (CECC) facility
Reference number:
RFT 139418
II.1.2)
Main CPV code
72212445
-
Customer Relation Management software development services
II.1.3)
Type of contract
Supplies
II.1.4)
Short description
Supply, installation and configuration of a Customer Relationship Management (CRM) solution that incorporates a centralised Customer Engagement Contact Centre (CECC) facility.
II.1.5)
Estimated total value
Value excluding VAT: 700000.00
EUR
II.1.6)
Information about lots
This contract is divided into lots:
no
II.2)
Description
II.2.2)
Additional CPV code(s)
30211300
-
Computer platforms
30211400
-
Computer configurations
48218000
-
License management software package
48900000
-
Miscellaneous software package and computer systems
72200000
-
Software programming and consultancy services
72212218
-
License management software development services
II.2.4)
Description of the procurement
DAFM now has a requirement for a CRM Solution to support the implementation of the CRM Strategy in evolving to a Customer Centric Model.
The system proposes to integrate DAFM’s current telephony systems thereby facilitating the creation of a unified system to interact with DAFM customers. This system will provide for an enhanced customer experience through the use of digitalisation of services, automated workflows, case resolution functionality and a call reporting facility.
The introduction of a common platform across DAFM helpdesk environments will provide a single integrated view of a customer, by interfacing with a range of existing DAFM systems. The CRM System will obtain intelligence based on customer interactions across all DAFM data feeds.
The Department has a strong commitment to providing an excellent customer service. DAFM’s external customer is primarily the Farmer and under the Charter of Rights for Farmers the Department is committed to develop and improve services to all customers. The introduction of a new and improved CRM will enhance service delivery to all external and internal customers and will mitigate reputational risks to the Department. In addition, the Department is committed to simplifying and increasing options available to all our stakeholders (internal and external customer) for interacting with the Department. The CRM portal will offer a fast and efficient facility to submit and manage calls for review, including quick and secure transfer of data and documents across internal divisions.
Introduction of the new CRM will enhance customer service, in the following ways:
• Enhanced integration of systems will reduce the duplication of calls
• One system, one message – assurance of a cohesive message being relayed to customers.
• Improved customer access to data in relation to scheme applications, herd data etc
• Improved monitoring of customer queries especially at peak application/payment times.
• Improved inter connectivity to other compatible divisions across DAFM. Re
The system proposes to integrate DAFM’s current telephony systems thereby facilitating the creation of a unified system to interact with DAFM customers. This system will provide for an enhanced customer experience through the use of digitalisation of services, automated workflows, case resolution functionality and a call reporting facility.
The introduction of a common platform across DAFM helpdesk environments will provide a single integrated view of a customer, by interfacing with a range of existing DAFM systems. The CRM System will obtain intelligence based on customer interactions across all DAFM data feeds.
The Department has a strong commitment to providing an excellent customer service. DAFM’s external customer is primarily the Farmer and under the Charter of Rights for Farmers the Department is committed to develop and improve services to all customers. The introduction of a new and improved CRM will enhance service delivery to all external and internal customers and will mitigate reputational risks to the Department. In addition, the Department is committed to simplifying and increasing options available to all our stakeholders (internal and external customer) for interacting with the Department. The CRM portal will offer a fast and efficient facility to submit and manage calls for review, including quick and secure transfer of data and documents across internal divisions.
Introduction of the new CRM will enhance customer service, in the following ways:
• Enhanced integration of systems will reduce the duplication of calls
• One system, one message – assurance of a cohesive message being relayed to customers.
• Improved customer access to data in relation to scheme applications, herd data etc
• Improved monitoring of customer queries especially at peak application/payment times.
• Improved inter connectivity to other compatible divisions across DAFM. Re
II.2.5)
Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6)
Estimated value
Value excluding VAT: 700000.00
EUR
II.2.7)
Duration of the contract, framework agreement or dynamic purchasing system
Duration in months:
24
This contract is subject to renewal:
yes
Description of renewals:
Three (3) possible 12-month extensions.
II.2.10)
Information about variants
Variants will be accepted:
no
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 III: Legal, economic, financial and technical information
III.1)
Conditions for participation
III.1.2)
Economic and financial standing
Selection criteria as stated in the procurement documents
III.1.3)
Technical and professional ability
Selection criteria as stated in the procurement documents
III.2)
Conditions related to the contract
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.2.2)
Time limit for receipt of tenders or requests to participate
Date:
12/10/2018
Local time:
17:00
IV.2.4)
Languages in which tenders or requests to participate may be submitted
English
IV.2.7)
Conditions for opening of tenders
Date:
12/10/2018
Local time:
17:00
Section VI: Complementary information
VI.1)
Information about recurrence
This is a recurrent procurement:
no
VI.2)
Information about electronic workflows
Electronic payment will be used
VI.4)
Procedures for review
VI.4.1)
Review body
High Court of Ireland
Dublin
IE