Portsmouth Water Limited: CRM & Billing System

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CRM & Billing System

UK-Havant: Customer Relation Management software development services.
Section I: Contracting Authority
      I.1) Name and addresses
             Portsmouth Water
             PO Box 8, West Street, Havant, PO9 1LG, United Kingdom
             Tel. +44 7918317436, Email: paul.swaine@portsmouthwater.co.uk
             Contact: Paul Swaine
             Main Address: https://www.portsmouthwater.co.uk/, Address of the buyer profile: https://portsmouthwater.delta-esourcing.com/
             NUTS Code: UKJ
      I.2) Joint procurement
      The contract involves joint procurement: No.
      In the case of joint procurement involving different countries, state applicable national procurement law: Not provided       
      The contract is awarded by a central purchasing body: No.
      I.3) Communication
      The procurement documents are available for unrestricted and full direct access, free of charge, at: https://www.delta-esourcing.com/tenders/UK-UK-Havant:-Customer-Relation-Management-software-development-services./3B6DBQYNWX
      Additional information can be obtained from: the abovementioned address
      Tenders or requests to participate must be sent to the abovementioned address       
      Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at: Not provided

      I.6) Main activity:
            Water

Section II: Object
II.1) Scope of the procurement
      II.1.1) Title: CRM & Billing System       
      Reference Number: Not provided
      II.1.2) Main CPV Code:
      72212445 - Customer Relation Management software development services.

      II.1.3) Type of contract: SERVICES
      II.1.4) Short description: Portsmouth Water is seeking to undertake the implementation of a hosted replacement Customer Relationship Management (CRM) and billing system. This will revolutionise our relationship with our customers, providing the capability to present insightful data to customers and deliver superior service levels.

Most importantly, the delivery of the new CRM system capable of leveraging smart metering capabilities, is a critical enabler for realising the benefits of rolling out smart metering in Portsmouth Water’s supply area to meet our water resources challenges.       
      II.1.5) Estimated total value:
      Value excluding VAT: 14,000,000       
      Currency: GBP
      II.1.6) Information about lots:
      This contract is divided into lots: No       
   
II.2) Description
   
      
      II.2.2) Additional CPV codes:
      48445000 - Customer Relation Management software package.
      48444100 - Billing system.
      72212445 - Customer Relation Management software development services.
      64210000 - Telephone and data transmission services.
      72415000 - World wide web WWW site operation host services.
      48100000 - Industry specific software package.
      48333000 - Contact management software package.
      48480000 - Sales, marketing and Business intelligence software package.
      48500000 - Communication and multimedia software package.
      48510000 - Communication software package.
      51000000 - Installation services (except software).
      72200000 - Software programming and consultancy services.
      72227000 - Software integration consultancy services.
      72263000 - Software implementation services.
      72265000 - Software configuration services.
      72267000 - Software maintenance and repair services.
      64216110 - Electronic data exchange services.
      72300000 - Data services.
      
      II.2.3) Place of performance:
      UKJ SOUTH EAST (ENGLAND)
      
      II.2.4) Description of procurement: Portsmouth Water is seeking to undertake the implementation and hosting of a replacement CRM and billing system. This will revolutionise our relationship with our customers, providing the capability to present insightful data to customers and deliver superior service levels. Most importantly, the delivery of the new CRM system capable of leveraging smart metering capabilities, is a critical enabler for realising the benefits of rolling out smart metering in Portsmouth Water’s supply area. The increased data and analytics that the smart programme will deliver, including granular customer usage insight, is a crucial component in engaging our customer base to reduce demand and achieve our water savings.
      II.2.5) Award criteria:
            Price is not the only award criterion and all criteria are stated only in the procurement documents            
      II.2.6) Estimated value:
      Value excluding VAT: 14,000,000       
      Currency: GBP       
      II.2.7) Duration of the contract, framework agreement or dynamic purchasing system:
      Duration in months: 72       
      This contract is subject to renewal: Yes       
      Description of renewals: Initial implementation + 5 year term followed by option to renew for a further 5 year term.
      
      II.2.10) Information about variants:
      Variants will be accepted: No
      II.2.11) Information about options:
      Options:       No             
      Description of options: Not provided
      II.2.12) Information about electronic catalogues:
      Tenders must be presented in the form of electronic catalogues or include an electronic catalogue: No
      II.2.13) Information about European Union funds:
      The procurement is related to a project and/or programme financed by European Union funds: No       
      Identification of the project: Not provided             
      II.2.14) Additional information: Not provided       
   


Section III: Legal, Economic, Financial And Technical Information
   III.1) Conditions for participation
      III.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
      List and brief description of conditions:          
      Not Provided       
      III.1.2) Economic and financial standing       
      List and brief description of selection criteria:
      Portsmouth Water require a minimum annual turnover of £15m and satisfactory credit rating    
      Minimum level(s) of standards possibly required (if applicable) :       
      Not Provided    
      III.1.3) Technical and professional ability    
      Selection criteria as stated in the procurement documents
      List and brief description of selection criteria:       
      Not Provided      
      Minimum level(s) of standards possibly required (if applicable) :          
      Not Provided   
      III.1.4) Objective rules and criteria for participation
            Not Provided      
      III.1.5) Information about reserved contracts (if applicable)   
      The contract is reserved to sheltered workshops and economic operators aiming at the social and professional integration of disabled or disadvantaged persons: No       
      The execution of the contract is restricted to the framework of sheltered employment programmes: No    
      III.1.6) Deposits and guarantees required:
      In the event of an unsuitable credit rating for the bidding entity, Portsmouth Water may require a parent company guarantee from a suitably rated parent.    
      III.1.7) Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
       Not Provided   
      III.1.8) Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
       Not Provided      
   III.2) Conditions related to the contract
      III.2.1) Information about a particular profession    
      Reference to the relevant law, regulation or administrative provision:          
      Not Provided    
      III.2.2) Contract performance conditions          
      Not Provided          
      III.2.3) Information about staff responsible for the performance of the contract
      Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract: No
   
Section IV: Procedure
   IV.1) Description OPEN
      IV.1.1) Type of procedure: Open   
   
   IV.1.3) Information about a framework agreement or a dynamic purchasing system    
         The procurement involves the establishment of a framework agreement - NO              
         In the case of framework agreements justification for any duration exceeding 8 years: Not Provided    
   
   
   IV.1.6) Information about electronic auction:
      An electronic auction will be used: No
      Additional information about electronic auction: Not provided
   IV.1.8) Information about the Government Procurement Agreement (GPA)
      The procurement is covered by the Government Procurement Agreement: No       
   IV.2) Administrative information
      IV.2.1) Previous publication concerning this procedure:
         Notice number in the OJ S: 2022/S 000 - 028757       
      IV.2.2) Time limit for receipt of tenders or requests to participate
       Date: 30/12/2022 Time: 11:00
            
      IV.2.4) Languages in which tenders or requests to participate may be submitted: English,       
      IV.2.6) Minimum time frame during which the tenderer must maintain the tender:
         Duration in month(s): 6
      
      IV.2.7) Conditions for opening of tenders:
         Not Provided      

Section VI: Complementary Information
   VI.1) Information about recurrence
   This is a recurrent procurement: No    
   Estimated timing for further notices to be published: Not provided
   VI.2) Information about electronic workflows
   Electronic ordering will be used No       
   Electronic invoicing will be accepted Yes       
   Electronic payment will be used Yes       
   VI.3) Additional Information: For more information about this opportunity, please visit the Delta eSourcing portal at:
https://www.delta-esourcing.com/tenders/UK-UK-Havant:-Customer-Relation-Management-software-development-services./3B6DBQYNWX

To respond to this opportunity, please click here:
https://www.delta-esourcing.com/respond/3B6DBQYNWX
   VI.4) Procedures for review
   VI.4.1) Review body:
             Portsmouth Water
       Havant, United Kingdom
   VI.4.2) Body responsible for mediation procedures:
Not provided
   VI.4.3) Review procedure
   Precise information on deadline(s) for review procedures:    
    Not Provided    
   VI.4.4) Service from which information about the lodging of appeals may be obtained:
Not provided
   VI.5) Date Of Dispatch Of This Notice: 11/11/2022

Annex A



CRM & Billing System

UK-Havant: Customer Relation Management software development services.

Section I: Contracting Entity

   I.1) Name, Addresses and Contact Point(s):
             Portsmouth Water
             PO Box 8, West Street, Havant, PO9 1LG, United Kingdom
             Tel. +44 7918317436, Email: paul.swaine@portsmouthwater.co.uk
             Contact: Paul Swaine
             Main Address: https://www.portsmouthwater.co.uk/, Address of the buyer profile: https://portsmouthwater.delta-esourcing.com/
             NUTS Code: UKJ

   I.2) Joint procurement:
      The contract involves joint procurement: No          
      In the case of joint procurement involving different countries, state applicable national procurement law: Not Provided
      The contract is awarded by a central purchasing body: No

   I.6) Main activity:
      Water



Section II: Object Of The Contract

   II.1) Scope of the procurement

      II.1.1) Title: CRM & Billing System            
      Reference number: Not Provided

      II.1.2) Main CPV code:
         72212445 - Customer Relation Management software development services.
      

      II.1.3) Type of contract: SERVICES

      II.1.4) Short description: Portsmouth Water is seeking to undertake the implementation of a hosted replacement Customer Relationship Management (CRM) and billing system. This will revolutionise our relationship with our customers, providing the capability to present insightful data to customers and deliver superior service levels. Most importantly, the delivery of the new CRM system capable of leveraging smart metering capabilities, is a critical enabler for realising the benefits of rolling out smart metering in Portsmouth Water’s supply area to meet our water resources challenges.

      II.1.6) Information about lots
         This contract is divided into lots: No

      
   II.2) Description

      II.2.1) Title: Not Provided       
      Lot No: Not Provided

      II.2.2) Additional CPV code(s):
            48445000 - Customer Relation Management software package.
            48444100 - Billing system.
            72212445 - Customer Relation Management software development services.
            64210000 - Telephone and data transmission services.
            72415000 - World wide web WWW site operation host services.
            48100000 - Industry specific software package.
            48333000 - Contact management software package.
            48480000 - Sales, marketing and Business intelligence software package.
            48500000 - Communication and multimedia software package.
            48510000 - Communication software package.
            51000000 - Installation services (except software).
            72200000 - Software programming and consultancy services.
            72227000 - Software integration consultancy services.
            72263000 - Software implementation services.
            72265000 - Software configuration services.
            72267000 - Software maintenance and repair services.
            64216110 - Electronic data exchange services.
            72300000 - Data services.


      II.2.3) Place of performance
      Nuts code:
      UKJ - SOUTH EAST (ENGLAND)
   
      Main site or place of performance:
      SOUTH EAST (ENGLAND)
             

      II.2.4) Description of the procurement: Portsmouth Water is seeking to undertake the implementation and hosting of a replacement CRM and billing system. This will revolutionise our relationship with our customers, providing the capability to present insightful data to customers and deliver superior service levels. Most importantly, the delivery of the new CRM system capable of leveraging smart metering capabilities, is a critical enabler for realising the benefits of rolling out smart metering in Portsmouth Water’s supply area. The increased data and analytics that the smart programme will deliver, including granular customer usage insight, is a crucial component in engaging our customer base to reduce demand and achieve our water savings.


      II.2.11) Information about options
         Options: No
         

      II.2.13) Information about European Union funds
         The procurement is related to a project and/or programme financed by European Union funds: No
         

      II.2.14) Additional information: Not Provided




Section IV: Procedure

IV.1) Description

   IV.1.1) Type of procedure: Open


   IV.1.3) Information about a framework agreement or a dynamic purchasing system
      The procurement involves the establishment of a framework agreement: No       

   IV.1.6) Information about electronic auction
      An electronic auction has been used: No

   IV.1.8) Information about the Government Procurement Agreement (GPA)
      The procurement is covered by the Government Procurement Agreement: No

IV.2) Administrative information

   IV.2.1) Previous publication concerning this procedure
      Notice number in the OJ S: 2022/S 000-032095
            

   IV.2.9) Information about termination of call for competition in the form of a prior information notice
      The contracting authority will not award any further contracts based on the above prior information notice: No




Section V: Award of contract

Award Of Contract (No.1)
   
   Contract No: Not Provided    
   Lot Number: Not Provided    
   Title: Not Provided

   A contract/lot is awarded: Yes


   V.2) Award of contract

      V.2.1) Date of conclusion of the contract: 19/06/2023

      V.2.2) Information about tenders

         Agree to publish? Yes

         Number of tenders received: 8
         Number of tenders received from SMEs: 0 (SME - as defined in Commission Recommendation 2003/361/EC)          
         Number of tenders received from tenderers from other EU Member States: 3          
         Number of tenders received from tenderers from non-EU Member States: 0          
         Number of tenders received by electronic means: 8          

         The contract has been awarded to a group of economic operators: No

      V.2.3) Name and address of the contractor

         Agree to publish? Yes
         
         Contractor (No.1)
             Kraken Technologies Limited, 12014731
             5th Floor, UK House, 164-182 Oxford Street, London, W1D 1NN, United Kingdom
             Internet address: https://kraken.tech/
             NUTS Code: UKI3
            The contractor is an SME: No



      V.2.5) Information about subcontracting

         The contract is likely to be subcontracted: No
         

      V.2.6) Price paid for bargain purchases

         Value excluding VAT: Not Provided          
         Currency: Not Provided




Section VI: Complementary information

   VI.3) Additional information: To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=795912343

   VI.4) Procedures for review

      VI.4.1) Review body
          Portsmouth Water
          PO BOX 8, Havant, PO9 1LG, United Kingdom

      VI.4.2) Body responsible for mediation procedures
         Not Provided

      VI.4.3) Review procedure
         Precise information on deadline(s) for review procedures: Not Provided

      VI.4.4) Service from which information about the review procedure may be obtained
         Not Provided

   VI.5) Date of dispatch of this notice: 17/07/2023

View Award Notice