Braintree District Council : Customer Experience Solution

UK-Colchester: Software package and information systems.

Section I: Contracting Authority
   I.1)Name, Addresses and Contact Point(s):
      Colchester Borough Council
      Rowan House, 33 Sheepen Road, Colchester, CO3 3WG, United Kingdom
      URL: www.colchester.gov.uk

      Further information can be obtained at: ANNEX A.I
            
      Specifications and additional documents: ANNEX A.II
            
      Tenders or requests to participate must be sent to: ANNEX A.III
            
   
   I.2)Type of the contracting authority:
      Regional or local authority

   I.3) Main activity:
      General Public Services

   I.4) Contract award on behalf of other contracting authorities:
      The contracting authority is purchasing on behalf of other contracting authorities: No

Section II: Object Of The Contract: SERVICES
   II.1)Description
      II.1.1)Title attributed to the contract by the contracting authority: Customer Experience Solution
      II.1.2)Type of contract and location of works, place of delivery or of performance: SERVICES         
         Service Category: 27

         Region Codes: UKH3 - Essex         
      II.1.3) Information about a public contract, a framework or a dynamic purchasing system:The notice involves a public contract                                                       
      
      II.1.5)Short description of the contract or purchase:
      Software package and information systems. Form making software package. Scheduling and productivity software package. Contact management software package. Customer Relation Management software package. Information systems. Electronic data management (EDM). Colchester Borough Council is seeking the provision, implementation and support of proven and reliable application software to improve the Customer Experience. It should provide a consistent and high quality solution across all digital and traditional channels.
         
      II.1.6)Common Procurement Vocabulary:
         48000000 - Software package and information systems.
         
         48325000 - Form making software package.
         
         48330000 - Scheduling and productivity software package.
         
         48333000 - Contact management software package.
         
         48445000 - Customer Relation Management software package.
         
         48810000 - Information systems.
         
         48613000 - Electronic data management (EDM).
         

      II.1.7) Information about Government Procurement Agreement (GPA):
         The contract is covered by the Government Procurement Agreement (GPA): No       
      II.1.8)Lots:
         This contract is divided into lots: Yes          
         If yes, tenders should be submitted for: One or more lots

      II.1.9)Information about variants:
         Variants will be accepted: No    
   
   II.2)Quantity Or Scope Of The Contract
      II.2.1)Total quantity or scope:
      Colchester Borough Council is seeking the provision, implementation and support of proven and reliable application software to improve the Customer Experience. It should provide a consistent and high quality solution across all digital and traditional channels. Bidders are invited to submit bids for any or all of the Lots:
Lot 1: Customer Access Channel and Customer Management
Lot 2: Knowledge Bank
Lot 3: Combined submission of Lot 1 Customer Access Channel and Customer Management and Lot 2 Knowledge Bank.                  
         Estimated value excluding VAT:
         Range between: 184,000 and 740,000
         Currency: GBP
               
      
      II.2.2)Options: No          
         II.2.3)Information about renewals:
            This contract is subject to renewal: Not Provided         
   II.3)Duration Of The Contract Or Time-Limit For Completion      
         Duration in months: 60 (from the award of the contract)

   Information About Lots
            
      Lot No: 1
      Title: Customer Access Channel and Customer Management

      1)Short Description:      
      To provide the processes and workflow mechanisms to allow our customers to engage with the Council across all services and types of transactions, and to view those transactions within a customer account.

      2)Common Procurement Vocabulary:
         48000000 - Software package and information systems.
                  48325000 - Form making software package.
                  48330000 - Scheduling and productivity software package.
                  48333000 - Contact management software package.
                  48445000 - Customer Relation Management software package.
                  48613000 - Electronic data management (EDM).
         
      3)Quantity Or Scope:      
      This lot will provide the processes and workflow mechanisms to allow our customers to engage with the Council across all services and types of transactions, and to view those transactions within a customer account.

This will include:
•The ability for customers to set up an online account enabling the recording of customer profiles, preferences and activities.
•The ability for customers to “report it, apply for it, book it, pay for it, subscribe to it, track it” across the broad spectrum of Council services.
•The ability for Customer Service Assistants to operate a mediated support service to assist customers.
•The ability to initiate, track and escalate tasks with multiple steps across the Council, and to interface with and update information held in case management systems and electronic document management systems.
•The ability to manage bookings from customers including offering available times and dates.
•The provision of master data management mechanisms to manage data objects such as customers, employees and addressing (from the LLPG) as the corporate single view, and to match and link with such records from a range of service delivery systems.            
         If known, estimated cost of works excluding VAT: 556,000
         Currency: GBP
                           
      4)Indication About Different Date For Start Of Award Procedures And/Or Duration Of The Contract                        
         Duration in months: 60
                                          
                  
         5)Additional Information About Lots: Not Provided
               
      Lot No: 2
      Title: Knowledge Bank

      1)Short Description:      
      To provide the facilities to catalogue, search and present the Council’s collective knowledge and information to staff and customers to deliver a single view which is audience-appropriate.

      2)Common Procurement Vocabulary:
         48000000 - Software package and information systems.
                  48810000 - Information systems.
         
      3)Quantity Or Scope:      
      This lot will provide the facilities to catalogue, search and present the Council’s collective knowledge and information to staff and customers to deliver a single view of the information which is audience-appropriate.

This will include:
•The ability to catalogue, maintain and reference the Council’s repository of policies, guidelines, processes, forms and other information.
•The ability to search this repository of collective information via a mix of techniques including natural language questions, commonly accessed material, popular searches and related items.
•The ability to present this information (on a differential basis) to customers and staff, and to aid discovery by context sensitive mechanisms.
•The ability to promote information for consideration based on known profiles and previous activities.            
         If known, estimated cost of works excluding VAT: 184,000
         Currency: GBP
                           
      4)Indication About Different Date For Start Of Award Procedures And/Or Duration Of The Contract                        
         Duration in months: 60
                                          
                  
         5)Additional Information About Lots: Not Provided
               
      Lot No: 3
      Title: Combination of both Lot 1 Customer Access Channel & Customer Management and Lot 2 Knowledge Bank

      1)Short Description:      
      To provide a combined solution which encompasses both Lot 1 (to provide the processes and workflow mechanisms to allow our customers to engage with the Council across all services and types of transactions, and to view those transactions within a customer account) and Lot 2 (to provide the facilities to catalogue, search and present the Council’s collective knowledge and information to staff and customers to deliver a single view which is audience-appropriate).

      2)Common Procurement Vocabulary:
         48000000 - Software package and information systems.
                  48325000 - Form making software package.
                  48330000 - Scheduling and productivity software package.
                  48333000 - Contact management software package.
                  48445000 - Customer Relation Management software package.
                  48810000 - Information systems.
                  48613000 - Electronic data management (EDM).
         
      3)Quantity Or Scope:      
      This lot provides suppliers with the opportunity to submit a combined tender for both lots 1 and 2.            
         If known, estimated cost of works excluding VAT: 740,000
         Currency: GBP
                           
      4)Indication About Different Date For Start Of Award Procedures And/Or Duration Of The Contract                        
         Duration in months: 60
                                          
                  
         5)Additional Information About Lots: Not Provided
                  
Section III: Legal, Economic, Financial And Technical Information
   III.1)Conditions relating to the contract
      III.1.1)Deposits and guarantees required:
      Parent company guarantees, bonds and/ or collateral warranties from the principal as well as sub-contractors may be required. The Council's requirements will be identified in the tender documents.
      
      III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
      Payment by the contracting entity will be pounds sterling and will normally be required to be made by means of electronic funds transfer. Full details will be contained in the tender documents. Payment will be made on delivery of the service(s) and at the end of each contract month in arrears.
      
      III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
      The contracting entity's specific requirements are to be determined but it does require that any contract(s) awarded be entered into by a single legal entity on the part of the successful candidate(s). Any legal entity which has a group of entities will be required to provide an undertaking to be jointly and severally responsible for the due performance of the concession agreement.
      
      III.1.4)Other particular conditions:
         The performance of the contract is subject to particular conditions: No       
   III.2)Conditions For Participation
      III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers:
         The Authority will apply all the offences listed in Article 45(1) of Directive 2004/18/EC (implemented as Regulation 23(1) of the Public Contract Regulations (PCR) 2006 in the UK) and all of the professional misconducts listed at Article 45(2) of Directive 2004/18/EC (see also Regulation 23(2) in the PCR 2006) to the decision of whether a Candidate is eligible to be invited to tender.
         
         A full list of these criteria are at http://www.delta-esourcing.com/delta/project/reasonsForExclusion.html#pcr
         
         Candidates will be required to answer these questions as part of the qualification process. For candidates who are registered overseas, you will need to declare if you have any offences/misconduct under your own countries laws, where these laws are equivalent to the Regulation 23 lists. Candidates who have been convicted of any of the offences under Article 45(1) are ineligible and will not be selected to bid, unless there are overriding requirements in the general interest for doing so. Candidates who are guilty of any of the offences, circumstances or misconduct under Article 45(2) may be excluded from being selected to bid at the discretion of the Authority.

      These requirements are fully detailed in the Pre Qualification Questionnaire      
      III.2.2)Economic and financial capacity
         Economic and financial capacity - means of proof required:         
         
         Information and formalities necessary for evaluating if requirements are met:
         These requirements are fully detailed in the Pre Qualification Questionnaire
      
      III.2.3)Technical capacity
         Technical capacity - means of proof required         
         
         Information and formalities necessary for evaluating if requirements are met:
         These requirements are fully detailed in the Pre Qualification Questionnaire      
      III.2.4)Information about reserved contracts: Not Provided   
   III.3)Conditions Specific To Service Contracts
      III.3.1)Information about a particular profession:
         Execution of the service is reserved to a particular profession: Not Provided      
      III.3.2)Staff responsible for the execution of the service:
         Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: Not Provided
Section IV: Procedure
   IV.1)Type Of Procedure
      IV.1.1)Type of procedure: Restricted
      
      IV.1.2)Limitations on the number of operators who will be invited to tender or to participate:
                        Envisaged minimum number: 3 and maximum number: 12         
         Objective Criteria for choosing the limited number of candidates:
         A minimum of 3 companies will be invited to submit a tender for each Lot, with a total maximum of 12 companies being invited over the 3 Lots.   
   IV.2)Award Criteria
      IV.2.1)Award criteria:      
         The most economically advantageous tender in terms of
            The criteria stated in the specifications, in the invitation to tender or to negotiate or in the descriptive document

      IV.2.2)Information about electronic auction:
         An electronic auction will be used: No       

   IV.3)Administrative Information
      IV.3.1)File reference number attributed by the contracting authority: CM-DS-0001      
      IV.3.2)Previous publication(s) concerning the same contract: Yes
         Prior information notice
            Notice number in OJEU: 2012/S 236 - 388588 of 07/12/2012
               
         Other previous publications: No                

      IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document:

      Date: 28/05/2013
      Time-limit for receipt of requests for documents or for accessing documents: 17:00
         Payable documents: No       
      
      IV.3.4)Time-limit for receipt of tenders or requests to participate
         Date: 03/06/2013
         Time: 12:00      
      IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates: Not Provided      
      IV.3.6)Language(s) in which tenders or requests to participate may be drawn up:         English
         


Section VI: Complementary Information

   VI.1)This Is A Recurrent Procurement: No
   VI.2)Information about European Union funds:
      The contract is related to a project and/or programme financed by European Union funds: No       
   VI.3)Additional Information: The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement, and the contract will be awarded on the basis of the most economically advantageous tender.

The Contracting entity reserves the right to disqualify any candidate which: Provides information or confirmations which later proves to be untrue or incorrect, or does not supply information required by this notice.

Suppliers must read through this set of instructions and follow the process to respond to this opportunity. The information and/or documents for this opportunity are available on https://www.delta-esourcing.com/delta. You must register on this site to respond, if you are already registered you will not need to register again, simply use your existing username and password. Please note there is a password reminder link on the homepage.

To obtain the Pre Qualificaiton Questionnaire, suppliers must log in, go to your Response Manager and add the following Access Code: 9XB69RJDAG. Please ensure you follow any instruction provided to you here. The deadline for requesting the PQQ is 28.05.2013 at 17:00hrs and the deadline for submitting your response(s) is 03.06.2013 at 12:00 hrs. Please ensure that you allow yourself plenty of time when responding to this invite prior to the closing date and time, especially as you will need to upload documents.In addition a hard copy of your PQQ must be sent to the address detailed in the PQQ Document by the closing date of 12:00 (noon) on 03.06.13. If you experience any technical difficulties please contact the Delta eSourcing Helpdesk on call 0845 270 7050 or email helpdesk@delta-esourcing.com
For more information about this opportunity, please visit the Delta eSourcing portal at:
https://www.delta-esourcing.com/tenders/UK-UK-Colchester:-Software-package-and-information-systems./9XB69RJDAG

To respond to this opportunity, please click here:
https://www.delta-esourcing.com/respond/9XB69RJDAG
GO-2013430-PRO-4771195 TKR-2013430-PRO-4771194
   
   VI.4)Procedures For Appeal
      VI.4.1)Body responsible for appeal procedures:
      The Royal Courts of Justice
      Strand, London, WC2A 2LL, United Kingdom
      Tel. +44 02079476000

      VI.4.2)Lodging of appeals: This Authority will incorporate a minimum 10 Calandar day standstill period at the point information on the award of the contraact is communicated to tenderers. This period allows unsuccessful tenderers to seek further debriefing from the Contracting Authority before the contract is entered into. If an appeal regarding the award of a contract has not been successfully resolved the Public Contracts Regulations 2006 (SI2006 No 5) (As amended) provide 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 & Northern Ireland). Any such action must be brought promptly (generally within 3 months)   
   
      VI.4.3)Service from which information about the lodging of appeals may be obtained:
            Not Provided

   VI.5) Date Of Dispatch Of This Notice: 30/04/2013

ANNEX A
   I) Addresses and contact points from which further information can be obtained:
      The Essex Procurement Hub
      Braintree District Council, Causeway House, Braintree, CM7 9HB, United Kingdom
      Email: matthew.howe@braintree.gov.uk
      Attn: Matt Howe   
   
   II) Addresses and contact points from which specifications and additional documents can be obtained:
      The Essex Procurement Hub
      Braintree District Council, Causeway House, Braintree, CM7 9HB, United Kingdom
      Email: matthew.howe@braintree.gov.uk
      Attn: Matt Howe   
   
   III) Addresses and contact points to which tenders/requests to participate must be sent:
      The Essex Procurement Hub
      Braintree District Council, Causeway House, Braintree, CM7 9HB, United Kingdom
      Attn: Matt Howe