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.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://in-tendhost.co.uk/norfolkcc/aspx/Home
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted to 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
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
To deliver its Customer Experience Strategy Norfolk County Council have approved a new Customer Experience Programme – ‘One Customer, One Council’. One of the key areas of work for that programme is to update the technology the Council uses from the ‘front door’ to manage interactions with customers ( from the start of the interaction to the end), and it is this which is the subject of this statement of requirements and procurement exercise. The Council intends to procure a SaaS solution or solutions 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. The Council is seeking a commercial, off the shelf system and understands it will need to do some configuration.
two.1.6) Information about lots
This contract is divided into lots: No
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 intends to procure a SaaS solution or solutions 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. The Council is seeking a commercial, off the shelf system and understands it will need to do some configuration.This procurement is being conduced as a Competitive Dialogue. Bidders should note that the Council intends to conduct the dialogue over a period of 3 weeks maximum. Sessions will be conducted via Teams wherever possible and Bidders will not have to attend sessions every day ( at this stage it is anticipated that each bidder will have 2 sessions a week). Contract length will be 60 months from go live date of 1st September 2023, with the option to extend by up to a further 5 years. The Council reserves the right to remove the content management system requirement from this procurement exercise or to have this functionality on a shorter contract length to the other required functionality. The Council may exercise this right where, during dialogue or elsewhere in the procurement exercise, it ascertains that a system or systems put forward do not meet requirements. If the Council does exercise this right, then the Council will undertake a further procurement exercise for its requirements in this area.Norfolk County Council is seeking to make savings on its current platform cost. The estimate budget for this procurement is circa £6 million over the maximum length of the contract and including implementation services. The figure excludes VAT, inflation and any additional professional services costs that may be needed outside of those for implementation. Bidders should note this budget before applying.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
120
This contract is subject to renewal
No
two.2.9) Information about the limits on the number of candidates to be invited
Maximum number: 3
Objective criteria for choosing the limited number of candidates:
Of those Applicants who reach the short-listing stage (evaluation of Form E), the Council will shortlist the three highest ranked applicants who achieve a score which is equal to or exceeds the quality threshold stated in the procurement documents to proceed to the next stage but:a. If the scores are sufficiently close (i.e., within 1% point), the Council reserves the right to take forward the fourth-place applicant.b. If three applicants do not achieve the minimum quality threshold, only those applicants achieving the minimum quality threshold will be taken forward.
two.2.10) Information about variants
Variants will be accepted: No
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 three. Legal, economic, financial and technical information
three.1) Conditions for participation
three.1.2) Economic and financial standing
Selection criteria as stated in the procurement documents
three.1.3) Technical and professional ability
Selection criteria as stated in the procurement documents
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: 2021/S 000-014628
four.2.2) Time limit for receipt of tenders or requests to participate
Date
18 October 2022
Local time
10:00am
four.2.4) Languages in which tenders or requests to participate may be submitted
English
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.2) Information about electronic workflows
Electronic ordering will be used
Electronic invoicing will be accepted
Electronic payment will be used
six.3) Additional information
This procurement will be managed electronically via the Council`s e-procurement system. To participate in this procurement, applicants must first be registered on the system at https://in-tendhost.co.uk/norfolkcc. Full instructions for registration and use of the system can be found at https://in-tendhost.co.uk/norfolkcc/aspx/BuyerProfiles. Once registered you will be able to see the procurement project under the `tenders` section and `express an interest` to view the documentation. If you encounter any difficulties whilst using the system you can contact the In-tend support team by phoning +44 8442728810 or e-mailing support@in-tend.co.uk.
six.4) Procedures for review
six.4.1) Review body
Norfolk County Council
County Hall, Martineau Lane
Norwich
Country
United Kingdom
six.4.3) Review procedure
Precise information on deadline(s) for review procedures
VI.4.2) Lodging of appeals: The Public Contracts Regulations 2015 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 EN Standard form 02 - Contract notice 12 / 19 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.