Date of dispatch of this notice: 17/04/2023
External Reference: 2023-293822
TED Reference: 2023/S 079-239970
Contract award notice
Information
Published
Contract award notice
Contract award notice
Results of the procurement procedure
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
Main address:
http://www.agriculture.gov.ie
Address of the buyer profile:
https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/307
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.
•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.1.6)
Information about lots
This contract is divided into lots:
no
II.1.7)
Total value of the procurement
Value excluding VAT:
1546000.00
EUR
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.
• 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
Criteria below
Quality criterion
-
Name:
The quality & technical merit of the solution proposed
/
Weighting:
500
Quality criterion
-
Name:
Support & Training
/
Weighting:
100
Cost criterion
-
Name:
Overall cost of the contract
/
Weighting:
400
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: 2022/S 164-465883
Section V: Award of contract
Contract No: 1
Title: Microsoft Dynamics 365 Customer Relationship Management system and Chatbot Microsoft PVA, Omnichannel, Services Development, Upgrade and Support
V.2)
Award of contract
V.2.1)
Date of conclusion of the contract
02/03/2023
V.2.2)
Information about tenders
Number of tenders received:
5
Number of tenders received from SMEs:
2
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
Codec-dss Limited - T/A Codec
IE4801297D
Hyde House
Dublin
Adelaide Road
IE
Telephone:
+353 0867749881
E-mail:
ltobin@codec.ie
Fax:
+353 857897822
NUTS code:
IE -
IRELAND
Internet address:
http://www.codec.ie
The contractor is an SME : yes
V.2.4)
Information on value of the contract/lot (excluding VAT)
Initial estimated total value of the contract/lot:
4000000.00
EUR
Total value of the contract/lot:
1546000.00
EUR
Section VI: Complementary information
VI.4)
Procedures for review
VI.4.1)
Review body
High Court of Ireland
Dublin
IE