DfE Consumer Council - Provision, Implementation, Configuration and Support of a Customer Relationship Management System

Concepts

• dfe consumer council
• belfast
• information technology
• dfe consumer council - provision
• complaints relationship management
• support of a customer relationship management system
• support services
• consumer council
• new complaints relationship management
• flexible complaints management system

Location

Northern Ireland:

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.

Total Quantity or Scope

Additional information: The Contractor must comply with the specification in full.

Renewal Options

The contract is anticipated to be renewed on expiry of the final contract period and prior to August 2028.

Award Criteria

CPV Codes

• 72000000 - IT services: consulting, software development, Internet and support
• 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

Indicators

• This is a recurring contract.
• Options are available.
• Renewals are available.
• Technical restrictions apply.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** 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.