Section one: Contracting authority
one.1) Name and addresses
DfE - The Consumer Council
Floor 3, Seatem House, 28-32 Alfred Street,
BELFAST
BT2 8EN
Contact
SSDAdmin.CPDfinance-ni.gov.uk
SSDAdmin.cpd@finance-ni.gov.uk
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
https://etendersni.gov.uk/epps
Buyer's address
https://etendersni.gov.uk/epps
one.2) Information about joint procurement
The contract is awarded by a central purchasing body
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
DfE Consumer Council - Provision, Implementation, Configuration and Support of a Customer Relationship Management System
Reference number
ID 4567825
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 Consumer Council wishes to implement a new Complaints Relationship Management (CRM) System. The Contractor will be required to provide a solution that meets the needs of the organisation in order to manage its statutory complaints function. The Client will also require on-going maintenance, support services and user licences. The aim is to procure, install and migrate to a CRM solution that provides a robust and flexible complaints management system that will support the effective and efficient management of user information. The Client is therefore seeking to appoint a Contractor to deliver, implement, support and maintain a new complaints management system and provide customisation as required.
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: £156,482.40
two.2) Description
two.2.2) Additional CPV code(s)
- 72200000 - Software programming and consultancy services
- 72230000 - Custom software development services
- 72232000 - Development of transaction processing and custom software
- 72250000 - System and support services
- 72253000 - Helpdesk and support services
- 72260000 - Software-related services
- 72300000 - Data services
- 72310000 - Data-processing services
- 72311100 - Data conversion services
- 72312100 - Data preparation services
- 72314000 - Data collection and collation services
- 72316000 - Data analysis services
- 72317000 - Data storage services
- 72313000 - Data capture services
- 72320000 - Database services
two.2.3) Place of performance
NUTS codes
- UKN0 - Northern Ireland
two.2.4) Description of the procurement
The Consumer Council wishes to implement a new Complaints Relationship Management (CRM) System. The Contractor will be required to provide a solution that meets the needs of the organisation in order to manage its statutory complaints function. The Client will also require on-going maintenance, support services and user licences. The aim is to procure, install and migrate to a CRM solution that provides a robust and flexible complaints management system that will support the effective and efficient management of user information. The Client is therefore seeking to appoint a Contractor to deliver, implement, support and maintain a new complaints management system and provide customisation as required.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 60
Cost criterion - Name: Cost / Weighting: 40
two.2.11) Information about options
Options: Yes
Description of options
After the initial contract period of 3 years, there will be options to extend the contract for further 2 years consisting of two periods of 1 year each. 3yr initial, + 1yr optional + 1yr optional
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
Open procedure
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2022/S 000-033122
Section five. Award of contract
Contract No
1
Title
Contract
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
26 January 2023
five.2.2) Information about tenders
Number of tenders received: 1
Number of tenders received from SMEs: 1
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 1
Number of tenders received by electronic means: 1
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
ENDEAVOUR INFORMATION SOLUTIONS
14-18 Great Victoria Street
Belfast
BT2 7BA
Country
United Kingdom
NUTS code
- UK - United Kingdom
Internet address
https://etendersni.gov.uk/epps
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Initial estimated total value of the contract/lot: £134,400
Total value of the contract/lot: £156,482.40
Section six. Complementary information
six.3) Additional information
The successful contractor’s performance on the contract will be regularly monitored.. Contractors not delivering.. on contract.. requirements is a serious matter. It means the public purse is not getting what it is paying for. If. a contractor fails to reach satisfactory.. levels of contract performance they will be given a specified time to improve. If after the specified. time, they still fail to reach satisfactory.. levels of contract performance, the matter will be escalated to senior management in CPD for. further action. If this occurs and their.. performance still does not improve to satisfactory levels within the specified period, it may be regarded as an act of grave.. professional.. misconduct and they may be issued with a Notice of Unsatisfactory Performance and the contract may be terminated. The issue of a.. Notice of Unsatisfactory Performance will result in the contractor being excluded from all. procurement competitions being undertaken.. by Centres of Procurement Expertise on behalf of bodies covered by the Northern Ireland. Procurement Policy for a period. of. twelve.. months from the date of issue of the Notice. This contract will not be awarded in Lots as a single supplier is required.
six.4) Procedures for review
six.4.1) Review body
The UK does not have any special review body with responsibility for appeal/mediation procedures in public procurement competitions. Instead; any challenges are dealt with by the High Court, Commercial Division, to which proceedings may be issued regarding alleged breaches of the PCR2015 as amended
United Kingdom
Country
United Kingdom
six.4.3) Review procedure
Precise information on deadline(s) for review procedures
CPD comply with the Public Contracts Regulations 2015 (as amended) and.. where appropriate, will incorporate a standstill period (i.e. a minimum of 10 calendar days) at the point information on the award of.. contract is communicated to tenderers. That notification will provide full information on the award decision. This provides time for the.. unsuccessful tenderers to challenge the award decision before the contract is entered into