Public procurement notice: Modification Of A Contract/Concession During Its Term
Published: 2022-06-29
Buyer: Department of Agriculture, Food and the Marine
Country: IE
Contract type: Services
Procedure: Open procedure
CPV classification: 30211300 | 30211400 | 48218000 | 48900000 | 72200000

Technical requirements: Supply, installation and configuration of a Customer Relationship Management (CRM) solution that incorporates a centralised Customer Engagement Contact Centre (CECC) facility
DAFM now has a requirement for a CRM Solution to support the implementation of the CRM Strategy in evolving to a Customer Centric Model.
The system proposes to integrate DAFM’s current telephony systems thereby facilitating the creation of a unified system to interact with DAFM customers. This system will provide for an enhanced customer experience through the use of digitalisation of services, automated workflows, case resolution functionality and a call reporting facility.
The introduction of a common platform across DAFM helpdesk environments will provide a single integrated view of a customer, by interfacing with a range of existing DAFM systems. The CRM System will obtain intelligence based on customer interactions across all DAFM data feeds.
The Department has a strong commitment to providing an excellent customer service. DAFM’s external customer is primarily the Farmer and under the Charter of Rights for Farmers the Department is committed to develop and improve services to all customers. The introduction of a new and improved CRM will enhance service delivery to all external and internal customers and will mitigate reputational risks to the Department. In addition, the Department is committed to simplifying and increasing options available to all our stakeholders (internal and external customer) for interacting with the Department. The CRM portal will offer a fast and efficient facility to submit and manage calls for review, including quick and secure transfer of data and documents across internal divisions.
Supply, installation and configuration of a Customer Relationship Management (CRM) solution that incorporates a centralised Customer Engagement Contact Centre (CECC) facility
The system proposes to integrate DAFM’s current telephony systems thereby facilitating the creation of a unified system to interact with DAFM customers. This system will provide for an enhanced customer experience through the use of digitalisation of services, automated workflows, case resolution functionality and a call reporting facility.
The introduction of a common platform across DAFM helpdesk environments will provide a single integrated view of a customer, by interfacing with a range of existing DAFM systems. The CRM System will obtain intelligence based on customer interactions across all DAFM data feeds.
The Department has a strong commitment to providing an excellent customer service. DAFM’s external customer is primarily the Farmer and under the Charter of Rights for Farmers the Department is committed to develop and improve services to all customers. The introduction of a new and improved CRM will enhance service delivery to all external and internal customers and will mitigate reputational risks to the Department. In addition, the Department is committed to simplifying and increasing options available to all our stakeholders (internal and external customer) for interacting with the Department. The CRM portal will offer a fast and efficient facility to submit and manage calls for review, including quick and secure transfer of data and documents across internal divisions.
Due to the expansion of the Microsoft Dynamics CRM system to include the majority of the Department of Agriculture helpdesks we have an experienced team of both Department staff and contractors in Codec who deal with Microsoft Dynamics CRM system on a daily basis and have a deep knowledge of CRM. There is a close relationship between Codec (the supplier) and the Department’s CRM team. There is currently 20+ contractors working on the CRM system in the Department. We have a secure access setup for remote contractors from Codec which takes time and resources to setup. Because of the knowledge of CRM, from both the department’s CRM and Codec teams, the teams were requested to setup a new helpdesk system for our Fisheries division, this request from Fisheries could not have been foreseen at the time of tendering and contract initiation. As part of the tendering process a Chatbot was included. When the CRM system was mature in the Department and there was a number of live helpdesks using the Microsoft Dynamics CRM system it was decided to start the Chatbot project to allow customers of the department another method of connecting with the Department, the Chatbot was to link into the CRM system to allow the users of the Chatbot connect to a live agent using the CRM system via omnichannel.
The RFT states the demands of the project & deadlines need to be met even if it means taking on additional resources. Said resources are now required to meet targets and deadlines. There are 3 projects running which are important to the running of the department, Chatbot - a new avenue to support farmers in their queries to department, CRM Fisheries - to allow fishermen to book in their vessels online and to check the status of their booking, CRM animal welfare - to allow better reporting of animal abuse and more detailed statistics on the treatment of animals. We are preparing a tender for the replacement of the current contract but due to time pressure the current projects must be completed under this contract. A change of contractor would cost more as rates have risen from the original tender which was agreed 4 years ago and would cause duplication of cost and significant inconvenience as a new company would need to redesign, reanalysis and redo work already begun on the 3 projects.


Winner: Codec-dss Limited - T/A Codec