ETENDERS

Contract notice

Information

Published

Date of dispatch of this notice: 29/01/2021

Expire date: 28/02/2021

External Reference: 2021-262707

TED Reference: 2021/S 023-055901

Contract notice

Contract notice

Directive 2014/24/EU

Section I: Contracting authority

I.1)

Name and addresses

Cork County Council
N/A
County Hall
Cork
Carrigrohane Road
IE
Contact person: Julianne Coughlan
Telephone: +353 0214285713
E-mail: julianne.coughlan@corkcoco.ie
Internet address(es):
Main address: www.corkcoco.ie
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/406

I.2)

Joint procurement

The contract is awarded by a central purchasing body
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=181981&B=ETENDERS_SIMPLE
Additional 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=181981&B=ETENDERS_SIMPLE
Tenders or requests to participate must be submitted
to the abovementioned address
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

Digital Services and Customer Relationship Management Platform
Reference number:  ONLSRV_CRM
II.1.2)

Main CPV code

72212445  -  Customer Relation Management software development services
II.1.3)

Type of contract

Services
II.1.4)

Short description

The digital services portfolio resides within Corporate Services directorate and is managed by the Service rePublic unit there. This unit holds the service transformation and innovation brief and uses a service design approach to deliver its programme. The current online services and customer relationship management solution is the govService platform from Granicus. The Service rePublic unit are responsible for the ongoing development and delivery of digital services through this platform.
A tender for the continued provision of an online customer experience platform and CRM is required to ensure continuity and expansion of the digital programme in Cork County Council.
Cork County Council has a people-centred Corporate Plan in place underpinned by innovative digital and communications strategies.
II.1.5)

Estimated total value

Value excluding VAT: 500000.00  EUR
II.1.6)

Information about lots

This contract is divided into lots: no
II.2)

Description

II.2.2)

Additional CPV code(s)

48000000  -  Software package and information systems
48220000  -  Internet and intranet software package
48445000  -  Customer Relation Management software package
48810000  -  Information systems
72212220  -  Internet and intranet software development services
II.2.4)

Description of the procurement

The digital services portfolio resides within Corporate Services directorate and is managed by the Service rePublic unit there. This unit holds the service transformation and innovation brief and uses a service design approach to deliver its programme. The current online services and customer relationship management solution is the govService platform from Granicus. The Service rePublic unit are responsible for the ongoing development and delivery of digital services through this platform. The customer services section which comprises of the main county Hall switch and contact centre is also in the Corporate Services directorate. There are a total of 6 contact centre agents, a supervisor and a contact centre manager. The Council’s out of hours emergency is also part of the customer services section, these calls are handled by an external company who input details onto the Council’s CRM.
A tender for the continued provision of an online customer experience platform and CRM is required to ensure continuity and expansion of the digital programme in Cork County Council.
Cork County Council has a people-centred Corporate Plan in place underpinned by innovative digital and communications strategies. Cork County Council’s vision is “A Council who leads through inclusiveness, agility and ambition, empowering our communities through our people and services.” Digital has a key role to play in enabling and delivering this.
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: 500000.00  EUR
II.2.7)

Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 60
This contract is subject to renewal: yes
Description of renewals:  
The contract is 3 years and the Contracting Authority reserves the right to extend the Term for a period or periods of up to 2 Years with a maximum of 1 such extension or extensions on the same terms and conditions, subject to the Contracting Authority’s obligations at law.
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.1.1)

Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers

List and brief description of conditions:  Please refer to attached documentation for any/full details
III.1.2)

Economic and financial standing

List and brief description of selection criteria:  
Please refer to attached documentation for any/full details
Minimum level(s) of standards possibly required:  
Please refer to attached documentation for any/full details
III.1.3)

Technical and professional ability

List and brief description of selection criteria:  
Please refer to attached documentation for any/full details
Minimum level(s) of standards possibly required:  
Please refer to attached documentation for any/full details
III.2)

Conditions related to the contract

III.2.1)

Information about a particular profession

Execution of the service is reserved to a particular profession
Reference to the relevant law, regulation or administrative provision:  
Please refer to attached documentation for any/full details
III.2.2)

Contract performance conditions

Please refer to attached documentation for any/full details
III.2.3)

Information about staff responsible for the performance of the contract

Obligation to indicate the names and professional qualifications of the staff assigned to performing 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:  28/02/2021
Local time:  12:00
IV.2.4)

Languages in which tenders or requests to participate may be submitted

English
IV.2.6)

Minimum time frame during which the tenderer must maintain the tender

Duration in months : 12  (from the date stated for receipt of tender)
IV.2.7)

Conditions for opening of tenders

Date:  28/02/2021
Local time:  12:00

Section VI: Complementary information

VI.1)

Information about recurrence

This is a recurrent procurement:  no
VI.3)

Additional information

Please refer to attached documentation for any/full details
VI.4)

Procedures for review

VI.4.1)

Review body

The High Court
Four Courts, Inns Quay
Dublin 7
IE
Telephone: +353 18886000
E-mail: highcourtcentraloffice@courts.ie
Internet address: http://www.courts.ie