Official UK procurement notice
Provision for a customer relationship management (CRM) system
Authority: Chief Executive’s Service
What is being bought
Published requirement descriptionTorfaen County Borough Council (TCBC) requirements are for a customer relationship management (CRM) system. This will be for an initial period of three years with the option to extend up to a further 24 months in total, further information is contained within the procurement documents
CPV: Content management software package · Customer Relation Management software development services · Customer Relation Management software package · IT services: consulting, software development, Internet and support · Software package and information systems · Storage management software package · System management software package
The lotProcurement structure
single lot · no lot value publishedLot #1The TCBC Customer Services team consist of 27 people who handle approximately 200,000…AwardedRenewal
The TCBC Customer Services team consist of 27 people who handle approximately 200,000 contacts via phone, face to face, email and social media per annum. The team work remotely as well as from offices in Pontypool, Blaenavon and Cwmbran. The current CRM is used to record all requests for service, these are passed to the service departments via the system or as email, depending on the service requirements. At present, there has been no integration undertaken with back office applications. Most information requests are not recorded to save time whilst handing contacts.
What it takes to wini
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Evaluation split and conditions of participation as published; the tender pack may add morei
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Published sub-criteria (7)
- Technical support & maintenance: 15
- Implementation: 20
- Security arrangements: 10
- Training & documentation: 15
- Previous experience & company structure: 10
- Presentation & interviews: 30
- price: 40
Published award criteria (7)
- Technical support & maintenance: 15
- Implementation: 20
- Security arrangements: 10
- Training & documentation: 15
- Previous experience & company structure: 10
- Presentation & interviews: 30
- Price: 40
- Price carries 40 of 140 points: a 10% discount moves about 4 points. The method statement decides this lot, not the discount.
Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.
Procedure terms & legal framework
From the official record · publisher note attached- Procedure method
- Open procedure
- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Awarded
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- No (one-off requirement)
- First published
- 1 Nov 2022, 10:01 GMT
- Last source update
- 24 Mar 2023, 10:30 GMT
- Award evaluation window
- 2 Dec 2022 – …
- Authority reference
T.4500- FTS notice number
2023/S 000-008590- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-037df0Find a Tender
- Electronic trading
- e-invoicing allowed · electronic ordering · electronic payment
- Performance terms
As stated in the procurement documents
Publisher note: (WA Ref:130232)
How it was run
Official notice- Submission deadline
- 2 Dec 2022, 12:00 GMT
- Submission channel
- {"electronicSubmission"}
- Accepted languages
- en, cy
- Bid validity
- 180 days from the deadline
- Bids opened
- 2 Dec 2022, 12:00 GMT
Timeline
2 Dec 2022 → 24 Mar 2023 · 3 dates- Submission deadline2 Dec 2022, 12:00 GMT
- Bids opened2 Dec 2022, 12:00 GMT
- Notice published24 Mar 2023, 10:30 GMT
Notice history
1 event · 2 releases on Find a Tender- Status changed to complete24 Mar 2023, 10:30 GMT
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| Abavus Ltd.SME | — | — | Awarded |
Contracts
Contract 008590-2023-T.4500-1 · Abavus Ltd.SME
- Signed
- 1 Mar 2023
- Value
- —
- Status
- active
Bid statistics published by the authority
| Lot | Bids | SME | VCSE | Valid bid range |
|---|---|---|---|---|
| The TCBC Customer Services team consist of 27 people who handle approximately 200,000… | 2bids · 2 electronic | 2 | — | £244,525 – £336,695 |
| Whole notice | — | — | — | £244,525 – £336,695 |
Contracting authority & participating public bodies
Dispute resolution & review bodies
- The High CourtReview body
Bidders & participating suppliers
1 commercial party on the notice- Abavus LtdAwarded supplier
Official documents & specifications (1)
Official links; attachments are not copiedTender pack and attachments
- Technical selection criteria