ETENDERS

Contract notice

Information

Published

Date of dispatch of this notice: 22/08/2022

Expire date: 27/09/2022

External Reference: 2022-289354

TED Reference: 2022/S 164-465883

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: Stephen Wray
Telephone: +353 16072000
E-mail: stephen.wray@agriculture.gov.ie
NUTS code:  IE -  IRELAND
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=221604&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=221604&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

Microsoft Dynamics 365 Customer Relationship Management system and Chatbot Microsoft PVA, Omnichannel, Services Development, Upgrade and Support
Reference number:  RFT 221126
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

An improved CRM will enhance service delivery to all external/internal customers and mitigate reputational risks to DAFM as follows:
•Enhanced integration of systems will reduce 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. Real time connectivity to other internal DAFM systems will allow for a more enhanced customer service.
•Improved reporting functionality in respect of customer queries.
The chatbot will be available 24/7 to allow farmers an always ready method of contacting DAFM. It is envisioned that the chatbot will answer questions on the DAFM’s schemes and services, it will update the farmers details and report on the status of the farmers applications when requested.
II.1.5)

Estimated total value

Value excluding VAT: 4000000.00  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
32571000  -  Communications infrastructure
32573000  -  Communications control system
48218000  -  License management software package
48445000  -  Customer Relation Management software package
48900000  -  Miscellaneous software package and computer systems
72200000  -  Software programming and consultancy services
72212218  -  License management software development services
79342300  -  Customer services
79512000  -  Call centre
II.2.3)

Place of performance

NUTS code:  IE -  IRELAND
II.2.4)

Description of the procurement

The introduction of an improved CRM will enhance service delivery to all external and internal customers and will mitigate reputational risks to the Department. 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. Real time connectivity to other internal DAFM systems will allow for a more enhanced customer service.
• Improved reporting functionality in respect of customer queries.
The improved functionality of reporting in the CRM will allow DAFM to better identify customer trends which in turn can be used to improve customer service of business areas in the Dept.
If the project is not undertaken the Department risks failure in meeting its obligations set out in the Farmers Charter of Rights, customer dissatisfaction and a general reputational risk to the Department.
The Chatbot will allow the Farmers an extra avenue of interaction with the Department. The chatbot will be available 24/7 which will allow the farmers an always ready method of contacting the Department. It is envisioned that the chatbot will answer questions on the Departments’ Schemes and services, it is also envisioned that the chatbot will update the farmers details when requested and report on the status of the farmers applications when requested.
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: 4000000.00  EUR
II.2.7)

Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 36
This contract is subject to renewal: yes
Description of renewals:  
Two possible renewals of up to 12 months each.
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:  27/09/2022
Local time:  17:00
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 : 4  (from the date stated for receipt of tender)
IV.2.7)

Conditions for opening of tenders

Date:  27/09/2022
Local time:  17:00

Section VI: Complementary information

VI.1)

Information about recurrence

This is a recurrent procurement:  yes
Estimated timing for further notices to be published:  
3-5 years
VI.2)

Information about electronic workflows

Electronic invoicing will be accepted
Electronic payment will be used
VI.4)

Procedures for review

VI.4.1)

Review body

High Court of Ireland
Dublin
IE