Section one: Contracting authority
one.1) Name and addresses
The Royal Borough of Kensington & Chelsea
Town Hall, 8 Hornton Street
London
WX8 7NX
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
Buyer's address
www.rbkc.gov.uk/business-and-enterprise/business-opportunities-and-procurement/procurement-borough
one.4) Type of the contracting authority
Regional or local authority
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM AND SUPPORTING TECHNOLOGIES
Reference number
prj_RBKC_22386
two.1.2) Main CPV code
- 72000000 - IT services: consulting, software development, Internet and support
two.1.3) Type of contract
Services
two.1.4) Short description
The Royal Borough of Kensington & Chelsea (RBKC) has awarded a call of contract to 1 sole contractor for the delivery of a System Integration Service for the RBKC Customer Relationship Management (CRM) Solution. The contract was procured via the CCS G-Cloud 13 Framework Agreement reference RM1557.13.
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Lowest offer: £2,660,000 / Highest offer: £3,400,000 taken into consideration
two.2) Description
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
The objective is for the contractor to deliver an implementation design service that will enable RBKC to refactor the existing MS Dynamics estate/Customer Relationship Management (CRM) platform. The contractor will provide a solution design for the augmentation and scaling of the CRM platform, and capabilities that will improve the resident and contact centre experience in line with RBKCs co-designed Service Standards. This will result in the delivery of a corporate asset in the form of an overarching RBKC proprietary CRM platform/capability, comprised of a number of componentised reusable assets, such as accelerators and data orchestration solutions. The platform and componentised assets will bed handed off to RBKC with an operating model for ongoing Application Management. This will result in the effective implementation of CRM and supporting technologies that will allow the Council to improve its digital contact channels, and allow for the automation of back-office processes with the view towards improving the experience for anyone that interacts with the Council.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 60.00
Quality criterion - Name: Social Value / Weighting: 10.00
Price - Weighting: 30.00
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: 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 contract was procured via the Crown Commercial Services G-Cloud 13 framework. The total call off contract value is above the current FTS threshold for services.
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
Section five. Award of contract
Contract No
1
Lot No
1
Title
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM AND SUPPORTING TECHNOLOGIES
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
16 January 2024
five.2.2) Information about tenders
Number of tenders received: 2
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Hitachi Solutions Europe Ltd
London
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Lowest offer: £2,660,000 / Highest offer: £3,400,000 taken into consideration
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
Public Procurement Review Service
London
Country
United Kingdom