Section one: Contracting authority
one.1) Name and addresses
Buckinghamshire Council
Walton Street Offices
Aylesbury
HP20 1UA
Contact
Miss Helen Bold
helen.bold@buckinghamshire.gov.uk
Country
United Kingdom
Region code
UKJ13 - Buckinghamshire CC
Internet address(es)
Main address
https://www.buckinghamshire.gov.uk/
Buyer's address
https://www.supplybucksbusiness.org.uk
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
CONTRACT AWARD: The Provision of a CRM and MDM Solution
Reference number
DN619010
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 Contract is for the provision of a corporate, modern Customer Relationship Platform
(CRM) that supports the Council’s vision of a “Customer First” culture. The Council's vision is to give residents more free time by making everything they do with the Council faster and easier. We need modern tools to achieve this, harnessing the power of Master Data Management
(MDM) to enable a ‘single view of the customer’ and integrate with existing Line of Business
systems. This cloud hosted system will provide rich, unfettered data to help promote the
seamless digital journey from the Buckinghamshire Council website.
The solution includes (but is not be limited to) the following: hosting, licensing,
maintenance, upgrades, reporting, consultancy, customisation, configuration, database
administration, data cleansing, data migration, Implementation, initial training, ongoing
support.
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: £693,000
two.2) Description
two.2.2) Additional CPV code(s)
- 48445000 - Customer Relation Management software package
- 72000000 - IT services: consulting, software development, Internet and support
- 72212445 - Customer Relation Management software development services
two.2.3) Place of performance
NUTS codes
- UKJ13 - Buckinghamshire CC
two.2.4) Description of the procurement
The Contract is for the provision of a corporate, modern Customer Relationship Platform
(CRM) that supports the Council’s vision of a “Customer First” culture. The Council's vision is to give residents more free time by making everything they do with the Council faster and easier. We need modern tools to achieve this, harnessing the power of Master Data Management
(MDM) to enable a ‘single view of the customer’ and integrate with existing Line of Business
systems. This cloud hosted system will provide rich, unfettered data to help promote the
seamless digital journey from the Buckinghamshire Council website.
The solution includes (but is not be limited to) the following: hosting, licensing,
maintenance, upgrades, reporting, consultancy, customisation, configuration, database
administration, data cleansing, data migration, Implementation, initial training, ongoing
support.
The CRM platform needs to be effective and configurable, fulfilling our high-level
requirements of interactive web forms, a customer account, and an integration engine to
fulfil integration into our back-office systems. The platform will enable analysis of customer
needs so we can shape our services accordingly as we achieve a better understanding of how
customers interact across all services. A CRM platform combined with MDM technology will
enable residents to track service requests, receive updates electronically, so we can deliver
personalised, targeted services and communication to strengthen relationships with our
communities.
Our vision is for a platform that touches all service areas, with an emphasis on providing
integrations for the more transactional services. We intend to do this through a four-phase
programme which were set out in the requirements.
The platform will enable future integration and interaction around online booking, payments,
live chat, social listening, artificial intelligence, data management, Single Sign On, and
several other capabilities. It is important we see no degradation to our existing services,
particularly Household Waste with established integrations. This also includes a single sign
on into some of our applications, including (but not limited to) our Revenues and Benefits
application and our library services application.
two.2.5) Award criteria
Cost criterion - Name: Cost / Weighting: 35
Cost criterion - Name: Quality / Weighting: 65
two.2.11) Information about options
Options: Yes
Description of options
The Contract is for a 5 year initial term with the option to extend for a period, or consecutive periods, of up to sixty (60) months.
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
two.2.14) Additional information
The Contract Value stated at II.1.7 and at V.2.4 is for the initial 5 year term only.
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 000-023138
Section five. Award of contract
Contract No
1
Title
The Provision of a CRM and MDM Solution
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
13 February 2023
five.2.2) Information about tenders
Number of tenders received: 10
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Abavus Ltd
7-8 The Shrubberies, South Woodford
London
E18 1BD
Country
United Kingdom
NUTS code
- UKI53 - Redbridge and Waltham Forest
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £693,000
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
High Courts of Justice
The Royal Court of Justice, The Strand
London
WC2A 2LL
Country
United Kingdom