Section one: Contracting authority
one.1) Name and addresses
South Norfolk Council
The Horizon Centre, Broadland Business Park, Peachman Way
Norwich
NR7 OWF
Contact
James Field
procurement@eastsuffolk.gov.uk
Country
United Kingdom
NUTS code
UKH17 - Breckland and South Norfolk
Internet address(es)
Main address
https://www.southnorfolkandbroadland.gov.uk
Buyer's address
https://in-tendhost.co.uk/eastsuffolk/aspx/Home
one.2) Information about joint procurement
The contract is awarded by a central purchasing body
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://in-tendhost.co.uk/eastsuffolk/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
South Norfolk Council: Customer Relation Management Software Package
Reference number
2547-PPT-R
two.1.2) Main CPV code
- 72212100 - Industry specific software development services
two.1.3) Type of contract
Services
two.1.4) Short description
South Norfolk Council and Broadland District Council are offering this opportunity to participate in a competitive procedure with negotiation for a cloud-based customer experience platform. Both councils’ delivery plans outline a strategic objective to provide services for residents, businesses and communities that are innovative, efficient and easy to use against a backdrop of reduced funding and tougher economical times. An improved customer offer enabled by digital technology can have a direct impact on our ability to reduce operating costs to serve our customers, absorb growing demand within existing resources and enable greater efficiencies from understanding the end-to-end customer journey whilst enabling customers to interact with us in modern and efficient ways that are convenient to them. East Suffolk Council's Procurement Team is providing procurement support but the Contracting Authority is South Norfolk Council.
two.1.5) Estimated total value
Value excluding VAT: £1,250,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 72212100 - Industry specific software development services
two.2.3) Place of performance
NUTS codes
- UKH17 - Breckland and South Norfolk
two.2.4) Description of the procurement
The Councils recognise that customer expectations and demands for seamless, efficient services are increasing, but due to the vast array of services offered by local authorities, this has led to disjointed, siloed customer entry points, reduced ability to extract customer insight, inefficient workflow practices, time delays and multiple hand-offs. These elements combined impact the efficiency and cost of operation, as well as the customer experience and interoperability of our technological architecture. The Councils have set themselves an ambition to improve customer experience and have set out to achieve the following as part of this programme of work: Objectives• To create easy to access services for all • To increase first point of contact resolution and keep the customer informed throughout • To use data and insight to benefit the way we work and our customers • To improve internal workflows and case management The Councils are looking to procure a cloud based customer experience platform which would include a customer portal, forms, case management/workflow, integrations and a content management system. We recognise that our platform may / will be made up of more than one technology provided by more than one supplier. We are open to suppliers collaborating in a consortium but prefer to manage the implementation and ongoing relationship through one lead supplier. The Contracting Authority intends to conduct a Competitive procedure with negotiation in accordance with Reg. 29 of the Public Contract Regulations 2015 (as amended) for the procurement of a customer experience platform.East Suffolk Council's Procurement Team is providing procurement support but the Contracting Authority is South Norfolk Council.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.6) Estimated value
Value excluding VAT: £1,250,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
84
This contract is subject to renewal
Yes
Description of renewals
Initial contract period will be five years (60 months). Two optional additional extensions of 1 year each (5+1+1 years)
two.2.9) Information about the limits on the number of candidates to be invited
Envisaged minimum number: 3
Maximum number: 5
Objective criteria for choosing the limited number of candidates:
As in the tender documents. Pass/Fail of SQ and Highest score on technical ability and experience.
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
two.2.14) Additional information
All communications and tenders must be managed through the In-tend e-sourcing Suite. Any communication outside of the In-tend system, without express permission of the Council (or the East Suffolk Procurement Team acting on its behalf), will be immediately rejected.
Section three. Legal, economic, financial and technical information
three.1) Conditions for participation
three.1.2) Economic and financial standing
Minimum level(s) of standards possibly required
Provision of a statement of annual turnover – we reserve the right to exclude any supplier with an annual turnover of below £250k.
three.1.3) Technical and professional ability
Minimum level(s) of standards possibly required
Provision of three examples of relevant technical ability and experience within a public sector client or equivalent
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Competitive procedure with negotiation
four.1.4) Information about reduction of the number of solutions or tenders during negotiation or dialogue
Recourse to staged procedure to gradually reduce the number of solutions to be discussed or tenders to be negotiated
four.1.5) Information about negotiation
The contracting authority reserves the right to award the contract on the basis of the initial tenders without conducting negotiations
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: 2024/S 000-018770
four.2.2) Time limit for receipt of tenders or requests to participate
Originally published as:
Date
2 December 2024
Local time
12:00pm
Changed to:
Date
9 December 2024
Local time
4:00pm
See the change notice.
four.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
16 December 2024
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.4) Procedures for review
six.4.1) Review body
Royal Courts of Justice
London
WC2A 2LL
Country
United Kingdom
six.4.3) Review procedure
Precise information on deadline(s) for review procedures
The Contracting Authority will incorporate a standstill period at the point information on the award of the contract is communicated to tenderers. That notification will provide full information on the award decision. The standstill period, which will be for a minimum of 10 calendar days, provides time for unsuccessful tenderers to challenge the award decision before the contract is entered into. The Public Contracts Regulations 2015 (SI No 102) provides 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).