Section one: Contracting authority
one.1) Name and addresses
Chief Executive’s Service
Civic Centre, Pontypool
Pontypool
NP4 6YB
Contact
Nicola Radcliffe
nicola.ratcliffe@torfaen.gov.uk
Telephone
+44 7970968586
Country
United Kingdom
NUTS code
UKL16 - Gwent Valleys
Internet address(es)
Main address
Buyer's address
http://www.sell2wales.gov.wales/search/Search_AuthProfile.aspx?ID=AA0498
one.2) Information about joint procurement
The contract is awarded by a central purchasing body
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
Provision for a customer relationship management (CRM) system
Reference number
T.4500
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
Torfaen County Borough Council (TCBC) requirements are for a customer relationship management (CRM) system. This will be for an initial period of three years with the option to extend up to a further 24 months in total, further information is contained within the procurement documents
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: £244,525 / Highest offer: £336,695 taken into consideration
two.2) Description
two.2.2) Additional CPV code(s)
- 48000000 - Software package and information systems
- 72212445 - Customer Relation Management software development services
- 48445000 - Customer Relation Management software package
- 48781000 - System management software package
- 48782000 - Storage management software package
- 48783000 - Content management software package
two.2.3) Place of performance
NUTS codes
- UKL16 - Gwent Valleys
Main site or place of performance
Torfaen
two.2.4) Description of the procurement
The TCBC Customer Services team consist of 27 people who handle approximately 200,000 contacts via phone, face to face, email and social media per annum. The team work remotely as well as from offices in Pontypool, Blaenavon and Cwmbran. The current CRM is used to record all requests for service, these are passed to the service departments via the system or as email, depending on the service requirements. At present, there has been no integration undertaken with back office applications. Most information requests are not recorded to save time whilst handing contacts.
two.2.5) Award criteria
Quality criterion - Name: Technical support & maintenance / Weighting: 15
Quality criterion - Name: Implementation / Weighting: 20
Quality criterion - Name: Security arrangements / Weighting: 10
Quality criterion - Name: Training & documentation / Weighting: 15
Quality criterion - Name: Previous experience & company structure / Weighting: 10
Quality criterion - Name: Presentation & interviews / Weighting: 30
Price - Weighting: 40
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
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 000-030771
Section five. Award of contract
Contract No
T.4500
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 March 2023
five.2.2) Information about tenders
Number of tenders received: 2
Number of tenders received from SMEs: 2
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 2
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Abavus Ltd
78 Grove Hill
London
E182HZ
Telephone
+44 2085302505
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Lowest offer: £244,525 / Highest offer: £336,695 taken into consideration
Section six. Complementary information
six.3) Additional information
(WA Ref:130232)
six.4) Procedures for review
six.4.1) Review body
The High Court
Royal Courts Of Justice, The Strand
London
WC2A 2LL
Country
United Kingdom