Official UK procurement notice
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM AND SUPPORTING TECHNOLOGIES
Authority: The Royal Borough of Kensington & Chelsea (Local council)
What is being bought
Published requirement descriptionThe Royal Borough of Kensington & Chelsea (RBKC) has awarded a call of contract to 1 sole contractor for the delivery of a System Integration Service for the RBKC Customer Relationship Management (CRM) Solution. The contract was procured via the CCS G-Cloud 13 Framework Agreement reference RM1557.13.
CPV: IT services: consulting, software development, Internet and support
The lotProcurement structure
single lot · no lot value publishedLot #1The objective is for the contractor to deliver an implementation design service that…Awarded
The objective is for the contractor to deliver an implementation design service that will enable RBKC to refactor the existing MS Dynamics estate/Customer Relationship Management (CRM) platform. The contractor will provide a solution design for the augmentation and scaling of the CRM platform, and capabilities that will improve the resident and contact centre experience in line with RBKCs co-designed Service Standards. This will result in the delivery of a corporate asset in the form of an overarching RBKC proprietary CRM platform/capability, comprised of a number of componentised reusable assets, such as accelerators and data orchestration solutions. The platform and componentised assets will bed handed off to RBKC with an operating model for ongoing Application Management. This will result in the effective implementation of CRM and supporting technologies that will allow the Council to improve its digital contact channels, and allow for the automation of back-office processes with the view towards improving the experience for anyone that interacts with the Council.
Procedure terms & legal framework
From the official record- Procedure method
- Award procedure without prior publication of a call for competition
- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Awarded without competition
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Direct award (no call for competition)
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- Unspecified in notice
- First published
- 18 Jan 2024, 10:36 GMT
- Last source update
- 18 Jan 2024, 10:36 GMT
- Authority reference
prj_RBKC_22386- FTS notice number
2024/S 000-001704- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-042e1fFind a Tender
- Why no open competition
- The procurement falls outside the scope of application of the directive
- Published justification
The contract was procured via the Crown Commercial Services G-Cloud 13 framework. The total call off contract value is above the current FTS threshold for services.
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| Hitachi Solutions Europe Ltd | — | — | Awarded |
Contracts
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM AND SUPPORTING TECHNOLOGIES · Hitachi Solutions Europe Ltd
- Signed
- 16 Jan 2024
- Value
- —
- Status
- active
Bid statistics published by the authority
| Lot | Bids | SME | VCSE | Valid bid range |
|---|---|---|---|---|
| The objective is for the contractor to deliver an implementation design service that… | 2bids | — | — | £2,660,000 – £3,400,000 |
| Whole notice | — | — | — | £2,660,000 – £3,400,000 |
Contracting authority & participating public bodies
Dispute resolution & review bodies
- Public Procurement Review ServiceReview body
Bidders & participating suppliers
1 commercial party on the notice- Hitachi Solutions Europe LtdAwarded supplier
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.