Date of dispatch of this notice: 12/05/2022
External Reference: 2022-232278
TED Reference: 2022/S 095-263241
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:
Pat Maguire
Telephone:
+353 16072266
E-mail:
pat.maguire@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
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
Services
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.1.6)
Information about lots
This contract is divided into lots:
no
II.1.7)
Total value of the procurement
Value excluding VAT:
1039537.00
EUR
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.2.3)
Place of performance
NUTS code:
IE -
IRELAND
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
Criteria below
Quality criterion
-
Name:
Quality of the Proposed software in terms of the Functional and Technical requirements of the RFT
/
Weighting:
100
Quality criterion
-
Name:
Quality of the Proposed Software Licence Model
/
Weighting:
50
Quality criterion
-
Name:
Infrastructure and Quality of the Proposed Implementation Plan
/
Weighting:
175
Quality criterion
-
Name:
Quality of the Proposed Support and Maintenance Services
/
Weighting:
75
Quality criterion
-
Name:
Quality of the Proposed Training
/
Weighting:
50
Cost criterion
-
Name:
Cost
/
Weighting:
550
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: 2018/S 174-394162
IV.2.9)
Information about termination of call for competition in the form of a prior information notice
The contracting authority will not award any further contracts based on the above prior information notice
Section V: Award of contract
Contract No: 1
Title: Supply, installation and configuration of a Customer Relationship Management (CRM) solution that incorporates a centralised Customer Engagement Contact Centre (CECC) facility
V.2)
Award of contract
V.2.1)
Date of conclusion of the contract
05/12/2018
V.2.2)
Information about tenders
Number of tenders received:
3
Number of tenders received by electronic means:
3
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
NUTS code:
IE -
IRELAND
Internet address:
http://www.codec.ie
The contractor is an SME : no
V.2.4)
Information on value of the contract/lot (excluding VAT)
Initial estimated total value of the contract/lot:
1200000.00
EUR
Total value of the contract/lot:
1039537.00
EUR
Section VI: Complementary information
VI.4)
Procedures for review
VI.4.1)
Review body
High Court of Ireland
Dublin
IE