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.

Award Detail

Renewal Options

After the initial contract period of 3 years, there will be options to extend the contract for further 2 years consisting of two periods of 1 year each. 3yr initial, + 1yr optional + 1yr optional

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

• Options are available.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** The successful contractor’s performance on the contract will be 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 the contract may be terminated. The issue of a.. Notice of Unsatisfactory Performance will 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 for a period. of. twelve.. months from the date of issue of the Notice. This contract will not be awarded in Lots as a single supplier is required.