Section one: Contracting authority
one.1) Name and addresses
North Ayrshire Council
Cunninghame House
Irvine
KA12 8EE
Contact
Fiona Wilson
fionawilson@north-ayrshire.gov.uk
Telephone
+44 1294310000
Country
United Kingdom
NUTS code
UKM93 - East Ayrshire and North Ayrshire mainland
Internet address(es)
Main address
http://www.north-ayrshire.gov.uk
Buyer's address
https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA00337
one.3) Communication
Additional information can be obtained from the above-mentioned address
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
Supply and Maintenance of a Customer Relationship Management System
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
Customer Relationship Management (CRM) system used to record and manage workflow of all customer enquiries received via telephone, face to face and online and is required to be able to fully integrate with other systems including NEC Revenues, Benefits and Housing systems and the national My Account. The CRM system is a corporate system used across all Council Services located across North Ayrshire.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKM93 - East Ayrshire and North Ayrshire mainland
Main site or place of performance
North Ayrshire
two.2.4) Description of the procurement
Customer Relationship Management (CRM) system used to record and manage workflow of all customer enquiries received via telephone, face to face and online and is required to be able to fully integrate with other systems including NEC Revenues, Benefits and Housing systems and the national My Account. The CRM system is a corporate system used across all Council Services located across North Ayrshire. This is required when the existing contract for the current CRM system Verint EM Pro comes to an end on 31/03/2025. The new contract is anticipated to be for a duration of 3 years with up to an additional 24 months extension at the sole discretion of North Ayrshire Council.
two.2.14) Additional information
A questionnaire has been included for suppliers to completed and return by close of business 24th May 2024.
two.3) Estimated date of publication of contract notice
20 August 2024
Section four. Procedure
four.1) Description
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
Section six. Complementary information
six.3) Additional information
NOTE: To register your interest in this notice and obtain any additional information please visit the Public Contracts Scotland Web Site at https://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=765223.
(SC Ref:765223)