Section one: Contracting authority
one.1) Name and addresses
DfE - The Consumer Council
Floor 3, Seatem House, 28-32 Alfred Street,
BELFAST
BT2 8EN
Contact
SSDAdmin.CPDfinance-ni.gov.uk
SSDAdmin.CPD@finance-ni.gov.uk
Country
United Kingdom
Region code
UK - United Kingdom
Internet address(es)
Main address
https://www.consumercouncil.org.uk
Buyer's address
https://etendersni.gov.uk/epps
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://etendersni.gov.uk/epps
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
Body governed by public law
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
DfE Consumer Council - Provision, Implementation, Configuration and Support of a Customer Relationship Management System
Reference number
ID 4567825
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 Consumer Council wishes to implement a new Complaints Relationship Management (CRM) System. The Contractor will be required to provide a solution that meets the needs of the organisation in order to manage its statutory complaints function. The Client will also require on-going maintenance, support services and user licences. The aim is to procure, install and migrate to a CRM solution that provides a robust and flexible complaints management system that will support the effective and efficient management of user information. The Client is therefore seeking to appoint a Contractor to deliver, implement, support and maintain a new complaints management system and provide customisation as required.
two.1.5) Estimated total value
Value excluding VAT: £134,400
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 72200000 - Software programming and consultancy services
- 72230000 - Custom software development services
- 72232000 - Development of transaction processing and custom software
- 72250000 - System and support services
- 72253000 - Helpdesk and support services
- 72260000 - Software-related services
- 72300000 - Data services
- 72310000 - Data-processing services
- 72311100 - Data conversion services
- 72312100 - Data preparation services
- 72314000 - Data collection and collation services
- 72316000 - Data analysis services
- 72317000 - Data storage services
- 72313000 - Data capture services
- 72320000 - Database services
two.2.3) Place of performance
NUTS codes
- UKN0 - Northern Ireland
two.2.4) Description of the procurement
The Consumer Council wishes to implement a new Complaints Relationship Management (CRM) System. The Contractor will be required to provide a solution that meets the needs of the organisation in order to manage its statutory complaints function. The Client will also require on-going maintenance, support services and user licences. The aim is to procure, install and migrate to a CRM solution that provides a robust and flexible complaints management system that will support the effective and efficient management of user information. The Client is therefore seeking to appoint a Contractor to deliver, implement, support and maintain a new complaints management system and provide customisation as required.
two.2.5) Award criteria
Quality criterion - Name: AC1 Design and Effectiveness of Solution / Weighting: 24
Quality criterion - Name: AC2 Implementation Plan / Weighting: 12
Quality criterion - Name: AC3 Contract Management / Weighting: 12
Quality criterion - Name: AC4 Social Value Methodology / Weighting: 12
Cost criterion - Name: AC5 Total Contract Price / Weighting: 40
two.2.6) Estimated value
Value excluding VAT: £134,400
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
36
This contract is subject to renewal
Yes
Description of renewals
The contract is anticipated to be renewed on expiry of the final contract period and prior to August 2028.
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: Yes
Description of options
After the initial contract period, there are 2 options to extend for 1 year each.
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 Contractor must comply with the specification in full.
Section three. Legal, economic, financial and technical information
three.1) Conditions for participation
three.1.3) Technical and professional ability
List and brief description of selection criteria
SC1 Fair Work
three.2) Conditions related to the contract
three.2.2) Contract performance conditions
The Client will monitor the Contractor’s performance against the agreed Key Performance Indicators as detailed in the Specification Schedule and Commercial Conditions of Contract Schedule for ICT Schedule 5 – Contract and Service Management.
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.2.2) Time limit for receipt of tenders or requests to participate
Date
22 December 2022
Local time
3:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.6) Minimum time frame during which the tenderer must maintain the tender
Tender must be valid until: 22 March 2023
four.2.7) Conditions for opening of tenders
Date
22 December 2022
Local time
3:30pm
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: Yes
Estimated timing for further notices to be published: Estimated timing for further notices to be published: 3 months prior to expiry of this contract anticipated to be November 2028.
six.3) Additional information
The successful Contractor’s performance on this contract will be managed as per the specification and regularly monitored. Contractors not delivering on contract requirements is a serious matter. It means the public purse is not getting what it is paying for. If a contractor fails to reach satisfactory levels of contract performance they will be given a specified time to improve. If, after the specified time, they still fail to reach satisfactory levels of contract performance, the matter will be escalated to senior management in CPD for further action. If this occurs and their performance still does not improve to satisfactory levels within the specified period, it may be regarded as an act of grave professional misconduct and they may be issued with a notice of unsatisfactory performance and this contract may be terminated. A central register of such notices for supplies and services contracts will be maintained and published on the CPD website. Any contractor in receipt of a notice of unsatisfactory performance will be required to declare this in future tender submissions for a period of 3 years from the date of issue of the notice. It may also result in the contractor being excluded from all procurement competitions being undertaken by Centres of Procurement Expertise on behalf of bodies covered by the Northern Ireland Procurement Policy. The authority expressly reserves the right: (i) not to award any contract as a result of the procurement process commenced by publication of this notice; (ii) to make whatever changes it may see fit to the content and structure of the tendering competition; (iii) to award (a) contract(s) in respect of any part(s) of the (services) covered by this notice; and (iv) to award contract(s) in stages and in no circumstances will the authority be liable for any costs incurred by candidates.
six.4) Procedures for review
six.4.1) Review body
The UK does not have any special review body with responsibility for appeal/mediation procedures in public procurement competitions. Instead, any challenges are dealt with by the High Court, Commercial Division, to which proceedings may be issued regarding alleged breaches of the PCR2015 as amended.
As above
Country
United Kingdom
six.4.3) Review procedure
Precise information on deadline(s) for review procedures
CPD will comply with the Public Contracts Regulations 2015 (as amended) and, where appropriate, will incorporate a standstill period (i.e. a minimum of 10 calendar days) at the point information on the award of contract is communicated to tenderers. That notification will provide full information on the award decision. This provides time for the unsuccessful tenderers to challenge the award decision before the contract is entered into.