Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
Chief Executive’s Service
Civic Centre, Pontypool
Pontypool
NP4 6YB
UK
Contact person: Nicola Radcliffe
Telephone: +44 7970968586
E-mail: nicola.ratcliffe@torfaen.gov.uk
NUTS: UKL16
Internet address(es)
Main address: http://www.torfaen.gov.uk
Address of the buyer profile: http://www.sell2wales.gov.wales/search/Search_AuthProfile.aspx?ID=AA0498
I.2) Joint procurement
The contract is awarded by a central purchasing body
I.4) Type of the contracting authority
Regional or local authority
I.5) Main activity
General public services
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Provision for a customer relationship management (CRM) system
Reference number: T.4500
II.1.2) Main CPV code
72000000
II.1.3) Type of contract
Services
II.1.4) Short description
Torfaen County Borough Council (TCBC) requirements are for a customer relationship management (CRM) system. This will be for an initial period of three years with the option to extend up to a further 24 months in total, further information is contained within the procurement documents
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Lowest offer:
244 525.00
GBP/ Highest offer:
336 695.00
GBP
II.2) Description
II.2.2) Additional CPV code(s)
48000000
72212445
48445000
48781000
48782000
48783000
II.2.3) Place of performance
NUTS code:
UKL16
Main site or place of performance:
Torfaen
II.2.4) Description of the procurement
The TCBC Customer Services team consist of 27 people who handle approximately 200,000 contacts via phone, face to face, email and social media per annum. The team work remotely as well as from offices in Pontypool, Blaenavon and Cwmbran. The current CRM is used to record all requests for service, these are passed to the service departments via the system or as email, depending on the service requirements. At present, there has been no integration undertaken with back office applications. Most information requests are not recorded to save time whilst handing contacts.
II.2.5) Award criteria
Quality criterion: Technical support & maintenance
/ Weighting: 15
Quality criterion: Implementation
/ Weighting: 20
Quality criterion: Security arrangements
/ Weighting: 10
Quality criterion: Training & documentation
/ Weighting: 15
Quality criterion: Previous experience & company structure
/ Weighting: 10
Quality criterion: Presentation & interviews
/ Weighting: 30
Price
/ Weighting:
40
II.2.11) Information about options
Options:
No
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Open procedure
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2022/S 000-030771
Section V: Award of contract
Contract No: T.4500
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
01/03/2023
V.2.2) Information about tenders
Number of tenders received: 2
Number of tenders received from SMEs: 2
Number of tenders received from tenderers from EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 2
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Abavus Ltd
78 Grove Hill
London
E182HZ
UK
Telephone: +44 2085302505
NUTS: UK
The contractor is an SME:
Yes
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
Lowest offer:
244 525.00
GBP
/ Highest offer:
336 695.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.3) Additional information
(WA Ref:130232)
VI.4) Procedures for review
VI.4.1) Review body
The High Court
Royal Courts Of Justice, The Strand
London
WC2A 2LL
UK
VI.5) Date of dispatch of this notice
24/03/2023