Public procurement notice: Contract Notice
Published: 2019-06-18
Buyer: West Lindsey District Council
Country: UK
Contract type: Services
Procedure: Competitive procedure with negotiation
CPV classification: 48170000 | 48200000 | 48400000 | 48445000 | 72000000
Estimated value: 5500000 GBP
Submission deadline: 2019-07-15
Award criteria: The most economic tender

Technical requirements: Υπηρεσίες τεχνολογίας των πληροφοριών: παροχή συμβουλών, ανάπτυξη λογισμικού, Διαδίκτυο και υποστήριξη
The Council seeks a supply partner or partners to deliver software product(s) which will singly or collectively deliver the concept of a Corporate Enterprise Solution (CES), designed to deliver the full range of operational services across the Council.
The CES will initially have the capability to deliver enhanced CRM and Business support functions in the areas of financial management/procurement, performance management and programme/project management. However, it will also be assessed in its ability to grow to become a full corporate enterprise tool serving many of the remaining back office functions at the Council, including HR/Payroll, asset management, income management and business intelligence. The Council is not simply buying a one off supply of software; it is the intention that the chosen supplier(s) becomes a trusted partner delivering a long term plan of service improvements and a software solution to support significant business change over several years.
The main place or site of performance is the Council Offices (the Guildhall) in Gainsborough and its satellite locations within the district boundaries.
The delivery of an Enterprise CRM Solution, which will reduce the complexities of, and enhance the Councils ability to manage customer contact, process requests for services; and deliver those resulting services. It has 2 key delivery elements, encompassing the first 2 outcomes of the wider project. The first is the delivery of an enhanced CRM system that will be used to manage all customer interaction across the Council; and deliver end to end service delivery processes. The scope of the enhanced CRM solution will have the potential to provide capabilities such as customer and transaction management, Omni-channel capabilities, customer self service options, data reporting, knowledgebase, customer engagement methods, artificial intelligence supported enquiries and process automation and workflow capabilities. The product will also need to work in conjunction with other customer management products including the Councils contact centre and website capabilities. The second element is the delivery of professional services to enable the transfer of customer-facing service transactions into the enhanced CRM system, in entirety where possible, or delivering frontline activities in CRM and providing 2 way integration to retained business systems where needed. The benefits the Council are seeking from the delivery of such enterprise CRM solution are:
In addition, the council are also looking for optional services, including but not restricted to performance management capabilities, and would consider the consolidation of this system within the Enterprise CRM solution.
The contract will be let for five (5) years with options to extend for a further two (2) periods of two (2) years and a further period of one (1) year making a total period of ten (10) years.
The procurement of this lot is being conducted in 3 stages using Regulation 29 of the Public Contract Regulations 2015 a Competitive Procedure with Negotiation via invitation to tender. Full details on the areas upon which the Council is prepared to negotiate are included in the procurement documents, for optional service elements should the Council at anytime during the life of the contract decide to take up these services the procurement compliance mechanism for doing so shall be Regulation 72.
The objective criteria for choosing candidates is included in the procurement documentation. Please note the Council is seeking indicative costs for all optional services.
The main place or site of performance is the Council Offices (the Guildhall) in Gainsborough and its satellite locations within the district boundaries.
The Council has the view that consolidating back office support functions (potentially with our customers-facing service provision), through a corporate enterprise solution, would give significant benefits in the long-term. These benefits would include improved efficiency, service management, working practices, and business intelligence opportunities, as well as modern business support systems which can support our transformational changes. The Council are therefore looking to transfer back office support functions and business applications, into a corporate enterprise solution. Within this lot, the Council are looking to deliver specific business support functions at the start of the contract whilst also assessing any product for fit with its aspirational wider enterprise business support vision. The initial requirement is for a financial management system capable of supporting government legislative and regulatory requirements in financial management and procurement functions. The solution shall include account payable, accounts receivable, general ledger, bank reconciliation, purchasing, invoicing and wider procurement functions, budget planning, budget management and financial reporting capabilities. Any chosen solution will be assessed for its ability to support further business support functions (optional services) in the areas of HR, Payroll, asset management and income management and the ability to provide business intelligence tools.
In addition within this lot the Council also seeks optional services, including but not restricted to programme and performance management capabilities.
(a) improved financial management capabilities to support the Councils emerging regeneration, commercial and investment activities;
(b) ability to join up processes and data across a range of functions easily and simply to support management and employee functions;
The contract will be let for five (5) years with options to extend for a further two (2) periods of two (2)years and a further period of one (1) year making a total period of ten (10) years.


Award value: 5500000