CORPORATE CUSTOMER RELATIONSHIP MANAGEMENT SOLUTION

{
  "buyer": {
    "id": "GB-PPON-PDXZ-9391-VHZQ",
    "name": "Rhondda Cynon Taf CBC"
  },
  "date": "2025-04-11T11:31:00+01:00",
  "id": "014530-2025",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-h6vhtk-050140",
  "parties": [
    {
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Pontypridd",
        "postalCode": "CF37 4TH",
        "region": "UKL15",
        "streetAddress": "2 Llys Cadwyn"
      },
      "contactPoint": {
        "email": "procurement@rctcbc.gov.uk",
        "name": "RCT Procurement "
      },
      "details": {
        "classifications": [
          {
            "description": "Public authority - sub-central government",
            "id": "publicAuthoritySubCentralGovernment",
            "scheme": "UK_CA_TYPE"
          },
          {
            "description": "Welsh devolved regulations apply",
            "id": "GB-WLS",
            "scheme": "UK_CA_DEVOLVED_REGULATIONS"
          }
        ],
        "url": "http://www.rctcbc.gov.uk/"
      },
      "id": "GB-PPON-PDXZ-9391-VHZQ",
      "identifier": {
        "id": "PDXZ-9391-VHZQ",
        "scheme": "GB-PPON"
      },
      "name": "Rhondda Cynon Taf CBC",
      "roles": [
        "buyer"
      ]
    }
  ],
  "planning": {
    "noEngagementNoticeRationale": "Not required"
  },
  "tag": [
    "tender"
  ],
  "tender": {
    "aboveThreshold": true,
    "awardPeriod": {
      "endDate": "2025-06-24T23:59:59+01:00"
    },
    "contractTerms": {
      "financialTerms": "As set out in procurement documents"
    },
    "coveredBy": [
      "GPA"
    ],
    "description": "Rhondda Cynon Taff County Borough Council (RCTCBC) invites tenders for the provision of a Customer Relationship Management (CRM) solution with a strong focus on case management and IT service management (ITSM). The preferred solution must be cloud-based to ensure scalability, flexibility, and security.\nThe council is seeking a CRM system that will allow us to meet our future aspirations, by offering a means to operate our future service delivery plans both efficiently and productively. Our aim is to be a live case reporting council; this has been informed by the learning from our response to recent emergencies which has helped us identify some important live reporting and case management features we require. We are also keen to explore automation and AI to support better ways of working.\nWe are also keen to utilise the platform for resident case management and automated processes with our service users including mobile application access and field worker access. \nThe resulting contract will be for all relevant services required to meet the objectives including but not limited to implementation and migration services, licencing, hosting, support and maintenance.   \nThe Council is running the procurement process via etenderwales.  All documents are available on teh following link:\nhttps://etenderwales.bravosolution.co.uk/go/8635378401962020C3B7",
    "documents": [
      {
        "description": "Not published",
        "documentType": "conflictOfInterest",
        "id": "conflictOfInterest"
      },
      {
        "datePublished": "2025-04-11T11:31:00+01:00",
        "description": "Tender notice on Find a Tender",
        "documentType": "tenderNotice",
        "format": "text/html",
        "id": "014530-2025",
        "noticeType": "UK4",
        "url": "https://www.find-tender.service.gov.uk/Notice/014530-2025"
      }
    ],
    "enquiryPeriod": {
      "endDate": "2025-04-30T13:00:00+01:00"
    },
    "id": "RCT02",
    "items": [
      {
        "additionalClassifications": [
          {
            "description": "Business transaction and personal business software package",
            "id": "48400000",
            "scheme": "CPV"
          },
          {
            "description": "Communication and multimedia software package",
            "id": "48500000",
            "scheme": "CPV"
          },
          {
            "description": "Database and operating software package",
            "id": "48600000",
            "scheme": "CPV"
          },
          {
            "description": "Miscellaneous software package and computer systems",
            "id": "48900000",
            "scheme": "CPV"
          },
          {
            "description": "Software programming and consultancy services",
            "id": "72200000",
            "scheme": "CPV"
          }
        ],
        "deliveryAddresses": [
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UKL15"
          }
        ],
        "id": "1",
        "relatedLot": "1"
      }
    ],
    "legalBasis": {
      "id": "2023/54",
      "scheme": "UKPGA",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
    },
    "lots": [
      {
        "awardCriteria": {
          "criteria": [
            {
              "description": "As set out in the procurement documents",
              "name": "Commercial",
              "type": "price"
            },
            {
              "description": "As set out in the procurement documents",
              "name": "Technical",
              "type": "quality"
            }
          ],
          "weightingDescription": "Stage 2 - An assessment of technical and functional requirements - 55%\nCommercial - 40%\nSocial Value - 5%\nStage 3 will include demonstrations and an extra maximum 10 marks added to stage 2 scores.\nSee procurement documents."
        },
        "contractPeriod": {
          "endDate": "2030-07-09T23:59:59+01:00",
          "maxExtentDate": "2032-07-09T23:59:59+01:00",
          "startDate": "2025-07-10T00:00:00+01:00"
        },
        "hasOptions": true,
        "hasRenewal": true,
        "id": "1",
        "options": {
          "description": "Additionally, the council at its discretion, should be able to optionally call-off additional componentry within the scope of the tender during the contract term (which must be compatible with existing elements) to support the possible requirement for additional capacity, variant Supplier software or other associated services, so long as this is permitted by the relevant Procurement Regulations.  For the avoidance of doubt this explicitly permits the purchase of additional componentry and upgrades from the Supplier that either enhances the overall solution and is necessary to meet future objectives identified under a CRM and ITSM solution.  "
        },
        "renewal": {
          "description": "optional 2 year extension."
        },
        "selectionCriteria": {
          "criteria": [
            {
              "description": "as procurement documents",
              "type": "economic"
            },
            {
              "description": "as procurement documents",
              "type": "technical"
            }
          ]
        },
        "status": "active",
        "value": {
          "amount": 2000000,
          "amountGross": 2400000,
          "currency": "GBP"
        }
      }
    ],
    "mainProcurementCategory": "services",
    "procedure": {
      "features": "A competitive flexible procedure for awarding unertaken using 3 stages.\nStage 1 - Participation\nStage 2 - Initial Tenders\nStage 3 - Demonstrations\nFurther details contained in the procurement documents"
    },
    "procurementMethod": "open",
    "procurementMethodDetails": "Competitive flexible procedure",
    "status": "active",
    "submissionMethodDetails": "https://etenderwales.bravosolution.co.uk/go/8635378401962020C3B7",
    "submissionTerms": {
      "electronicSubmissionPolicy": "allowed",
      "languages": [
        "en"
      ]
    },
    "tenderPeriod": {
      "endDate": "2025-05-12T13:00:00+01:00"
    },
    "title": "CORPORATE CUSTOMER RELATIONSHIP MANAGEMENT SOLUTION",
    "value": {
      "amount": 2000000,
      "amountGross": 2400000,
      "currency": "GBP"
    }
  }
}