Scope
Reference
RCT02
Description
Rhondda Cynon Taff County Borough Council (RCTCBC) invites tenders for the provision of a Customer Relationship Management (CRM) solution with a strong focus on case management and IT service management (ITSM). The preferred solution must be cloud-based to ensure scalability, flexibility, and security.
The council is seeking a CRM system that will allow us to meet our future aspirations, by offering a means to operate our future service delivery plans both efficiently and productively. Our aim is to be a live case reporting council; this has been informed by the learning from our response to recent emergencies which has helped us identify some important live reporting and case management features we require. We are also keen to explore automation and AI to support better ways of working.
We are also keen to utilise the platform for resident case management and automated processes with our service users including mobile application access and field worker access.
The resulting contract will be for all relevant services required to meet the objectives including but not limited to implementation and migration services, licencing, hosting, support and maintenance.
The Council is running the procurement process via etenderwales. All documents are available on teh following link:
https://etenderwales.bravosolution.co.uk/go/8635378401962020C3B7
Total value (estimated)
- £2,000,000 excluding VAT
- £2,400,000 including VAT
Above the relevant threshold
Contract dates (estimated)
- 10 July 2025 to 9 July 2030
- Possible extension to 9 July 2032
- 7 years
Description of possible extension:
optional 2 year extension.
Options
The right to additional purchases while the contract is valid.
Additionally, the council at its discretion, should be able to optionally call-off additional componentry within the scope of the tender during the contract term (which must be compatible with existing elements) to support the possible requirement for additional capacity, variant Supplier software or other associated services, so long as this is permitted by the relevant Procurement Regulations. For the avoidance of doubt this explicitly permits the purchase of additional componentry and upgrades from the Supplier that either enhances the overall solution and is necessary to meet future objectives identified under a CRM and ITSM solution.
Main procurement category
Services
CPV classifications
- 48400000 - Business transaction and personal business software package
- 48500000 - Communication and multimedia software package
- 48600000 - Database and operating software package
- 48900000 - Miscellaneous software package and computer systems
- 72200000 - Software programming and consultancy services
Contract locations
- UKL15 - Central Valleys
Participation
Legal and financial capacity conditions of participation
as procurement documents
Technical ability conditions of participation
as procurement documents
Submission
Enquiry deadline
30 April 2025, 1:00pm
Submission type
Tenders
Tender submission deadline
12 May 2025, 1:00pm
Submission address and any special instructions
Tenders may be submitted electronically
Yes
Languages that may be used for submission
English
Award decision date (estimated)
24 June 2025
Award criteria
| Name | Description | Type |
|---|---|---|
| Commercial | As set out in the procurement documents |
Price |
| Technical | As set out in the procurement documents |
Quality |
Weighting description
Stage 2 - An assessment of technical and functional requirements - 55%
Commercial - 40%
Social Value - 5%
Stage 3 will include demonstrations and an extra maximum 10 marks added to stage 2 scores.
See procurement documents.
Other information
Payment terms
As set out in procurement documents
Applicable trade agreements
- Government Procurement Agreement (GPA)
Conflicts assessment prepared/revised
Yes
Procedure
Procedure type
Competitive flexible procedure
Competitive flexible procedure description
A competitive flexible procedure for awarding unertaken using 3 stages.
Stage 1 - Participation
Stage 2 - Initial Tenders
Stage 3 - Demonstrations
Further details contained in the procurement documents
Justification for not publishing a preliminary market engagement notice
Not required
Contracting authority
Rhondda Cynon Taf CBC
- Public Procurement Organisation Number: PDXZ-9391-VHZQ
2 Llys Cadwyn
Pontypridd
CF37 4TH
United Kingdom
Region: UKL15 - Central Valleys
Organisation type: Public authority - sub-central government
Devolved regulations that apply: Wales