Section one: Contracting authority/entity
one.1) Name and addresses
THE UNIVERSITY OF BIRMINGHAM
Edgbaston
BIRMINGHAM
B152TT
Contact
Nicola Handley
Telephone
+44 1214151109
Country
United Kingdom
Region code
UKG31 - Birmingham
Companies House
RC00645
Internet address(es)
Main address
Buyer's address
one.4) Type of the contracting authority
Regional or local Agency/Office
one.5) Main activity
Education
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Provision of Cloud Based Enquiry Management Software Suite
two.1.2) Main CPV code
- 48000000 - Software package and information systems
two.1.3) Type of contract
Supplies
two.1.4) Short description
The University of Birmingham uses Verint Express, a cloud-based enquiry management software suite supplied by Harbers Solutions Ltd to support customer relationship management (CRM) and case note functionality widely across student-facing and administrative teams within Academic Services and beyond. The product is fully integrated with our Student Records System (Ellucian Banner), to synchronise student data and with Core Systems to manage staff access.
Given that one of the aims of our digital strategy is to consolidate the number of CRMs across the organisation a wider set of institutional needs for the future have been identified around providing CRM functionality to areas which do not currently have it available, including student wellbeing case management, and moving areas already using CRMs onto a centralised system, including student communications (as their current technology will be gone in the next 1-3 years).
Verint has been identified as another CRM which can be rolled into this process of consolidation and replaced by a centralised platform. An initial implementation roadmap has been developed by ITS and their preliminary prioritisation has determined that the transition of services from Verint Express is less urgent than a number of other areas.
As a result, we anticipate that 2025-28 will be required to migrate those higher priority areas to the centralised CRM solution, with 2028-29 identified for mobilisation of Verint services to the new platform.
It would not be cost effective to go through a tender and procurement process of this scale for what is expected to be a short-term solution.
Therefore, we are looking to extend the current contract with Harbers Solutions Ltd for a period of up to four years (current contract expires July 2025).
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £352,160
two.2) Description
two.2.2) Additional CPV code(s)
- 48000000 - Software package and information systems
two.2.3) Place of performance
NUTS codes
- UKG31 - Birmingham
two.2.4) Description of the procurement
The University of Birmingham uses Verint Express, a cloud-based enquiry management software suite supplied by Harbers Solutions Ltd to support customer relationship management (CRM) and case note functionality widely across student-facing and administrative teams within Academic Services and beyond. The product is fully integrated with our Student Records System (Ellucian Banner), to synchronise student data and with Core Systems to manage staff access.
There are currently around 350 active users across a total of 24 teams based in the Aston Webb Student Hub as well as the Wellbeing and Student Experience teams in the College of Social Sciences, Student Services and Wellbeing teams in Dubai, Birmingham Global in External Relations, and during the Welcome period the Online Registration helpline in IT Services.
two.2.11) Information about options
Options: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Award of a contract without prior publication of a call for competition in the cases listed below
- The procurement falls outside the scope of application of the regulations
Explanation:
The University of Birmingham uses Verint Express, a cloud-based enquiry management software suite supplied by Harbers Solutions Ltd to support customer relationship management (CRM) and case note functionality widely across student-facing and administrative teams within Academic Services and beyond. The product is fully integrated with our Student Records System (Ellucian Banner), to synchronise student data and with Core Systems to manage staff access.
Given that one of the aims of our digital strategy is to consolidate the number of CRMs across the organisation a wider set of institutional needs for the future have been identified around providing CRM functionality to areas which do not currently have it available, including student wellbeing case management, and moving areas already using CRMs onto a centralised system, including student communications (as their current technology will be gone in the next 1-3 years).
Verint has been identified as another CRM which can be rolled into this process of consolidation and replaced by a centralised platform. An initial implementation roadmap has been developed by ITS and their preliminary prioritisation has determined that the transition of services from Verint Express is less urgent than a number of other areas.
As a result, we anticipate that 2025-28 will be required to migrate those higher priority areas to the centralised CRM solution, with 2028-29 identified for mobilisation of Verint services to the new platform.
It would not be cost effective to go through a tender and procurement process of this scale for what is expected to be a short-term solution.
Therefore, we are looking to extend the current contract with Harbers Solutions Ltd for a period of up to four years (current contract expires July 2025).
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
Section five. Award of contract/concession
A contract/lot is awarded: Yes
five.2) Award of contract/concession
five.2.1) Date of conclusion of the contract
17 January 2025
five.2.2) Information about tenders
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor/concessionaire
Harbers Solutions BV
Lichtenvoorde
Country
Netherlands
NUTS code
- NL - Netherlands
Harbers Solutions BV, Netherlands
89164660
The contractor/concessionaire is an SME
No
five.2.4) Information on value of contract/lot/concession (excluding VAT)
Total value of the contract/lot/concession: £352,160
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
University of Birmingham
Edgbaston
Birmingham
B15 2TT
Country
United Kingdom