Section one: Contracting authority
one.1) Name and addresses
Norfolk County Council
County Hall, Martineau Lane
Norwich
NR1 2DH
Country
United Kingdom
NUTS code
UKH15 - Norwich and East Norfolk
Internet address(es)
Main address
Buyer's address
https://in-tendhost.co.uk/norfolkcc/aspx/Home
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 Experience Platform
Reference number
NCCT42250
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 Council has procured a SaaS solution to unify and simplify its customer experience platform, thereby reducing the need for interfaces and making it easier and more cost efficient to manage and develop. This platform includes a contract management solution and an email marketing solution.
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: £1,468,115
two.2) Description
two.2.2) Additional CPV code(s)
- 72000000 - IT services: consulting, software development, Internet and support
- 48000000 - Software package and information systems
two.2.3) Place of performance
NUTS codes
- UKH17 - Breckland and South Norfolk
- UKH16 - North and West Norfolk
- UKH15 - Norwich and East Norfolk
Main site or place of performance
Norfolk
two.2.4) Description of the procurement
The Council has awarded a contract for a SaaS solution to unify and simplify its customer experience platform, thereby reducing the need for interfaces and making it easier and more cost efficient to manage and develop. This contract includes a content management system and email marketing solution .The contract length is 5 years from 1 September 2024 ( go live) with the right to extend by a further 2 years plus a further 2 years plus a further 1 year.
two.2.5) Award criteria
Quality criterion - Name: Strategic and Functional Requirements - 37% , Technical, Implementation and Support - 30%, / Weighting: Social Value - 3%
Price - Weighting: 30%
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
two.2.14) Additional information
The value of this contract stated in the notice is exclusive of VAT. The Council has the right to purchase additional professional services from the winning provider at the rates set in the tender.
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Competitive dialogue
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 000-025896
Section five. Award of contract
Contract No
NCCT42250
Lot No
1
Title
Customer Experience Platform
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
4 April 2023
five.2.2) Information about tenders
Number of tenders received: 3
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: 3
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
GOSS Interactive Ltd
Plymouth
PL6 7TL
Country
United Kingdom
NUTS code
- UKK41 - Plymouth
National registration number
03553908
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: £1,468,115
Total value of the contract/lot: £1,468,115
five.2.5) Information about subcontracting
The contract is likely to be subcontracted
Value or proportion likely to be subcontracted to third parties
Value excluding VAT: £150,000
Short description of the part of the contract to be subcontracted
Sub-contracting arrangements for part of the email marketing solution. The value excludes VAT and is an estimate depending on use.
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
Norfolk County Council
County Hall, Martineau Lane
Norwich
NR1 2DH
Country
United Kingdom
Internet address
six.4.3) Review procedure
Precise information on deadline(s) for review procedures
Precise information on deadline(s) for lodging appeals: The Public Contracts Regulations 2015 (as amended) provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High Court (England, Wales and Northern Ireland).Proceedings must be brought within 30 days from the date of knowledge (the date on which the economic operator first knew or ought to have known that grounds for starting the proceedings had arisen) unless the Court considers that there is good reason for extending the period within which proceedings may be brought, in which case the Court may extend that period up to a maximum of 3 months from the date of knowledge.