Customer Relationship Management system for Defence Relationship Management (DRM)

Sitting under the Council for Reserve Forces and Cadets Associations (CRFCA), Defence Relationship Management (“DRM”) is an arm’s length body of the Ministry of Defence (MoD) and it is the primary point of access linking employers with Defence. DRM reports into the MoD via a Service Level Agreement (SLA) which measures performance against set targets, particularly in relation to the Armed Forces Covenant (AFC) and Employer Recognition Scheme (ERS). Therefore, it is crucial that DRM understands the impact of its work in relation to Defence People issues.

We seek to implement a secure, scalable, and resilient CRM platform that is designed to streamline engagement, communication, and data management processes related to Armed Forces Covenant and Employer Recognition Scheme initiatives. The CRM will support operational efficiency, enable real-time insights, and meet the digital needs of both internal stakeholders and external partners such as the Ministry of Defence (MoD) and Single Services (Army, Navy, RAF).

DRM has a Customer Relationship Management system in place but since the time of implementation, our needs have changed and matured as has the technology that is available in the market. We wish to shape our new requirements and understand more about capability and capacity of the market.

CRFCA/DRM has strict security protocols, and this upcoming procurement has a mandatory requirement for suppliers to comply with MoD's data security regulations with ALL MoD Personnel's personal data being stored in the UK. For the avoidance of doubt, this means that no "off shoring" will be permitted, and no personal data can be stored, viewed or accessed from outside the UK.

The Defence Cyber Protection Partnership (DCPP) Cyber Security Model will be applicable and therefore we adhere to Defence policy that any potential suppliers should have at least Cyber Essentials Plus accreditation or the industry equivalent before contract award.

For the avoidance of doubt, this notice is not a call for competition. Any comments, indications of interest, participation, or non-participation by any organisation at this stage will not influence the process, selection and/or award decision for any future potential procurement, nor will it be taken as a supplier's committed position. Non-participation will not exclude you from any possible future competition.

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