Call for tenders for the provision of an Integrated Customer Relationship Management (CRM) and Online Payment system to the Rehab Group

AI-generated analysis of the documents. Check the official notice and any amendments for current submission details.

1. At a glance

2. Scope of Work

The Rehab Group ran this procurement for “Call for tenders for the provision of an Integrated Customer Relationship Management (CRM) and Online Payment system to the Rehab Group” as an operational contract requiring implementation and sustained service execution. The extracted pack showed qualification-stage material with references to later ITT technical depth; practical activity therefore centred on building, integrating, and operating the specified service stack with compliant reporting and handover obligations where stated. Constituent activities and named work elements in the supplied extracts:

• Title: Call for tenders for the provision of an Integrated Customer Relationship Management (CRM) and Online Payment system to the Rehab Group
• red to hold for the term of the Services Contract the following insurances: Type of Insurance Indemnity Limit Employer’s Liability €12.5 million Public and Product Liability €6
• rer shall be required to supply its Tax Clearance Access Number and Tax Reference Number to facilitate online verification of their tax status by
• legacy data with logging capabilities to support 7 years + 1 days of retention, per Rehab Group policies
• [CFT for the provision of a CRM Online Payment Management System to the Rehab Group - Final.docx]
• for the provision of an Integrated Customer Relationship Management (CRM) and Online Payment system to the Rehab Group
• [CFT for the provision of a CRM Online Payment Management System to the Rehab Group - Final.docx] Part 1: Introduction
• [CFT for the provision of a CRM Online Payment Management System to the Rehab Group - Final.docx]
• 1.1 The Rehab Group (the “Contracting Authority”) invites tenders (“Tenders”) to this Call for tenders (“CFT”) from economic operators (“Tenderers”) for the supply of the Services as described in Appendix 1 to this CFT (the “Services”).
• 1.2 In summary, the Services comprise: The Provision of an Integrated Customer Relationship Management (CRM) and Online Payment system to the Rehab Group
• 1.3 Rehab Group are an independent voluntary organisation providing services and support for people with disabilities for more than 70 years. We are an internationally recognised and pioneering charity, enabling more than 10,000 people with disabilities to live lives of their choosing. Rehab Group work closely with State funders and private organisations to deliver our services. We are a major employer, with 2,900 dedicated and committed employees. We are a rights-based and inclusion focused organisation that advocates on behalf of the people who use our services and their families. We are an accountable and transparent organisation that is highly regulated and operates to the highest standards of corporate governance. Rehab Groups purpose is to empower those we support to lead more independent lives and play an active and meaningful role in their communities through the provision of high quality, flexible and sustainable Care services, Learning, training and education, Employment-skills and opportunities. We support children, adults, and older persons with disabilities and their families, and people who need support to lead meaningful and more independent lives. Rehab Group provides Care and Learning services in almost every county in Ireland and provide Employment opportunities in Ireland, Scotland and Poland. RehabCare provides innovative and responsive care, based on the current and changing needs of the people who use our services. Our strategy aims to strengthen our position as a provider of choice, offering a high-quality range of Care services in every community healthcare organisation in Ireland, aligned to international best practices. National
• [CFT for the provision of a CRM Online Payment Management System to the Rehab Group - Final.docx] RehabCare provides innovative and responsive care, based on the current and changing needs of the people who use our services. Our strategy aims to strengthen our position as a provider of choice, offering a high-quality range of Care services in every community healthcare organisation in Ireland, aligned to international best practices. National Learning Network (NLN) provides high-quality, innovative, and individualised education and training. Our services are guided by international best practice in disability inclusion. Our strategy aims to develop and grow our expertise in this area and play a recognised leadership role in its advancement. Through our Employability and Social Enterprise Division we are one of the largest providers of employment for people with disabilities. This strategy will champion and promote the employment of people with disabilities through trialling an innovative Transitional Workforce Model (TWM) of employment. We will continue to advocate for the rights of people with disabilities to employment. We aspire to embody an inclusive culture that is collaborative, transparent, compassionate, and accountable to ensure the best outcomes for the people we support. Our vision, mission and values shape what we do. The Contracting Authority is publishing a call for tenders to companies that can supply, install, integrate, customise, maintain, upgrade and support a Customer Relationship Management (CRM) and Online Payment system to the Rehab Group and its Divisions. The Contracting Authority requires the CRM and Online Payment system to be robust and resilient with minimal down time. It should have the capacity and flexibility to support changes in the number of users as well as being sustainable into the future in terms of both support and the requirements for upgrades and enhancements in line with technological advances and leading practice innovation. Non-binding monetary references in the source were treated as context only and were not used as qualification thresholds.

3. Background & buyer context

The buyer context reflected a formal Irish public-procurement route, with pre-qualification used to control entry into the tender stage.

• 1.3 Rehab Group are an independent voluntary organisation providing services and support for people with disabilities for more than 70 years. We are an internationally recognised and pioneering charity, enabling more than 10,000 people with disabilities to live lives of their choosing. Rehab Group work closely with State funders and private organisations to deliver our services. We are a major employer, with 2,900 dedicated and committed employees. We are a rights-based and inclusion focused organisation that advocates on behalf of the people who use our services and their families. We are an accountable and transparent organisation that is highly regulated and operates to the highest standards of corporate governance. Rehab Groups purpose is to empower those we support to lead more independent lives and play an active and meaningful role in their communities through the provision of high quality, flexible and sustainable Care services, Learning, training and education, Employment-skills and opportunities. We support children, adults, and older persons with disabilities and their families, and people who need support to lead meaningful and more independent lives. Rehab Group provides Care and Learning services in almost every county in Ireland and provide Employment opportunities in Ireland, Scotland and Poland. RehabCare provides innovative and responsive care, based on the current and changing needs of the people who use our services. Our strategy aims to strengthen our position as a provider of choice, offering a high-quality range of Care services in every community healthcare organisation in Ireland, aligned to international best practices. National
• [CFT for the provision of a CRM Online Payment Management System to the Rehab Group - Final.docx] RehabCare provides innovative and responsive care, based on the current and changing needs of the people who use our services. Our strategy aims to strengthen our position as a provider of choice, offering a high-quality range of Care services in every community healthcare organisation in Ireland, aligned to international best practices. National Learning Network (NLN) provides high-quality, innovative, and individualised education and training. Our services are guided by international best practice in disability inclusion. Our strategy aims to develop and grow our expertise in this area and play a recognised leadership role in its advancement. Through our Employability and Social Enterprise Division we are one of the largest providers of employment for people with disabilities. This strategy will champion and promote the employment of people with disabilities through trialling an innovative Transitional Workforce Model (TWM) of employment. We will continue to advocate for the rights of people with disabilities to employment. We aspire to embody an inclusive culture that is collaborative, transparent, compassionate, and accountable to ensure the best outcomes for the people we support. Our vision, mission and values shape what we do. The Contracting Authority is publishing a call for tenders to companies that can supply, install, integrate, customise, maintain, upgrade and support a Customer Relationship Management (CRM) and Online Payment system to the Rehab Group and its Divisions. The Contracting Authority requires the CRM and Online Payment system to be robust and resilient with minimal down time. It should have the capacity and flexibility to support changes in the number of users as well as being sustainable into the future in terms of both support and the requirements for upgrades and enhancements in line with technological advances and leading practice innovation.
• 1.7 Contracting Authority policy seeks to encourage participation on a fair and equal basis by Small and Medium Enterprises (“SME” s) in this Competition. SMEs that believe the scope of this Competition is beyond their technical or business capacity are encouraged, subject to paragraph 2.5, to explore the possibilities of forming relationships with other SMEs or with larger enterprises. Through such relationships they can participate and contribute to the successful implementation of any Services Contract that may result from this Competition and therefore increase their social and economic benefits. Larger enterprises are also encouraged, subject to paragraph 2.5, to consider the practical ways that SMEs can be included in their proposals to maximise the social and economic benefits of any Services Contract that may result from this Competition.

4. Eligibility & selection criteria

• Turnover requirement — — use these verbatim for insurance / turnover. If a category (insurance, turnover) has no entry here, treat it as 'not specified' for THIS tender.
• Insurance — — use these verbatim for insurance / turnover. If a category (insurance, turnover) has no entry here, treat it as 'not specified' for THIS tender.; red to hold for the term of the Services Contract the following insurances: Type of Insurance Indemnity Limit Employer’s Liability €12.5 million Public and Product Liability €6; Type of Insurance Indemnity Limit Employer’s Liability €12.5 Million limit for any one claim or series of cl
• Certifications — not specified for this tender
• Past experience — not specified for this tender
• Personnel — not specified for this tender
• Geographic / facility constraints — not specified for this tender Additional binding lines surfaced in the deterministic extract:
• — use these verbatim for insurance / turnover. If a category (insurance, turnover) has no entry here, treat it as 'not specified' for THIS tender.
• red to hold for the term of the Services Contract the following insurances: Type of Insurance Indemnity Limit Employer’s Liability €12.5 million Public and Product Liability €6
• Type of Insurance Indemnity Limit Employer’s Liability €12.5 Million limit for any one claim or series of cl
• aims arising out of a single occurrence, per insurance year Public and Product Liability €6.5 Million limit for any one claim or series of cl
• aims arising ity Limit Employer’s Liability €12.5 Million limit for any one claim or series of cl
• aims arising out of a single occurrence, per insurance year Professional Indemnity €2.5 Million in the aggregate per insurance year

5. Award criteria & scoring

6. Submission requirements

• Method statement / response document (template/page limits) — Appendix 1 questionnaire/PQQ response was required.
• CVs (page count, named roles) — not specified in extract.
• Pricing schedule (format/template) — expected at ITT stage.
• Case studies (number/value range) — client references/comparable project evidence was referenced.
• Declarations (ESPD/Bona Fides/Tax/COI) — ESPD/declaration/statement-of-confirmation language was present.
• Mandatory site visit — not specified in extract.
• Submission portal and formatting — eTenders portal and PDF electronic copies were referenced. Submission-related source lines:
• Appendix 1: Requirements and Specifications
• Appendix 4: Declaration as to Personal Circumstances of Tenderer
• Appendix 6: Confidentiality Agreement
• 1.1 The Rehab Group (the “Contracting Authority”) invites tenders (“Tenders”) to this Call for tenders (“CFT”) from economic operators (“Tenderers”) for the supply of the Services as described in Appendix 1 to this CFT (the “Services”).
• [CFT for the provision of a CRM Online Payment Management System to the Rehab Group - Final.docx] 1.4, “Data Protection Laws” means all applicable national and EU data protection laws, regulations and guidelines including but not limited to Regulation (EU) 2016/679 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (the “General Data Protection Regulation”), and any guidelines and codes of practice issued by the Office of the Data Protection Commissioner or other supervisory authority for data protection in Ireland from time to time. The Contracting Authority will be a Data Controller (where Data Controller has the meaning given under the Data Protection Laws) in respect of any Personal Data (where Personal Data has the meaning given under the Data Protection Laws) required to be provided by the Tenderer in response to this CFT. The Tenderer, as Data Controller in respect of any Personal Data provided by it in its Tender, is required to confirm in the statement required under paragraph 2.4 below that all Data Subjects (where Data Subject has the meaning given under the Data Protection Laws) whose Personal Data is provided by the Tenderer have consented to the processing of such Personal Data by the Tenderer, the Contracting Authority, the Evaluation Team and the supplier of the etenders.gov.ie website, for the purposes of the participation of the Tenderer in this Competition or that the Tenderer otherwise has a legal basis for providing such Personal Data to the Contracting Authority for the purposes of its participation in this Competition .
• 2.2.1 If a Tenderer fails to comply in any respect with the requirements of this paragraph 2.2.1, the Contracting Authority reserves the right to reject the Tenderer’s Tender as non-compliant or, without prejudice to this right and subject to its obligations at law, to take any other action it considers appropriate including but not limited to: * seeking written clarification from the Tenderer; * seeking further information from the Tenderer; * waiving a requirement, which in Contracting Authority’s view, is non-material or procedural. * If the competition value is stated to be below the EU thresholds: To complete and submit with their Tender the Self Declaration re Financial and Economic Capacity referred to in Part B of the Tender Response Document; OR * If the competition value is stated to be above the EU thresholds: To complete and submit the Self Declaration re Financial and Economic Capacity referred to in Part B of the Tender Response Document AND the European Single Procurement Document (“ESPD”) referred to within the etenders portal with their Tender. * For Tenderers’ convenience, the form of ESPD referred to in Part B is provided within the etenders portal, which may be downloaded for completion by Tenderers. * Alternatively, Tenderers may submit an ESPD which has already been used in a previous procurement procedure PROVIDED THAT they confirm that: (1) the information contained in it continues to be correct; and (2

7. Key dates & process

8. Contract terms that matter

Contract duration in the extract: 7 years. Payment cycle, SLA/KPI schedule, and penalty regime were not fully disclosed in the snippets unless listed below.

• Title: Call for tenders for the provision of an Integrated Customer Relationship Management (CRM) and Online Payment system to the Rehab Group
• VERIFIED PHRASES (deterministic regex extract from the documents — treat as authoritative for numerical claims)
• red to hold for the term of the Services Contract the following insurances: Type of Insurance Indemnity Limit Employer’s Liability €12.5 million Public and Product Liability €6
• NOW IT IS HEREBY AGREED in consideration of the sum of €2.00 (the receipt of which is hereby acknowledged by the Contractor) as follows:
• for 30 (thirty) calendar days either Party may terminate at 14 days’ notice
• breach(es) (if the breach(es) are capable of remedy) within 30 days after receipt of a request in writing f
• For the Term and for a period of 12 months thereafter (and save in respect of publ
• [CFT for the provision of a CRM Online Payment Management System to the Rehab Group - Final.docx]

9. Risks, red flags & unusuals

• Qualification gate: the deterministic extract included a turnover threshold line (— use these verbatim for insurance / turnover. If a category (insurance, turnover) has no entry here, treat it as 'not specified' for THIS tender.), which can materially narrow bidder pool composition.
• The two-step process (PQQ then ITT) shifted effort to compliance evidence early, with competitive scoring detail potentially deferred.
• Technical and contractual granularity appeared ITT-dependent, increasing ambiguity at qualification stage for non-incumbent bidders.

10. SME fit assessment

This competition looked most accessible to firms with established public-sector tender capability, documented financial capacity, and direct operational experience in the relevant service category.

• Credible bidder profile — mid-sized to large specialist with formal QA/compliance process.
• Consortium / sub-contracting — allowed or addressed in the extracts (Appendix references and reliance provisions).
• Indicative bid-prep effort — 6 to 12 working days for evidence collation, form completion, and review cycles at PQQ level.
• Pwin signal — strongest for bidders with reusable qualification artefacts, comparable references, and low-friction mobilisation capability.

11. Where to dig deeper

• Source RFT/PQQ filenames: CFT for the provision of a CRM Online Payment Management System to the Rehab Group - Final.docx, Appendix 1: Requirements and Specifications, Appendix 2: Pricing Schedule.
• eTenders CFT / notice reference: not specified in extract.
• Clarification contact / portal: eTenders message portal (email not surfaced in extract).
• Key attachments to prioritise: Appendix 3: Tenderer’s Statement, Appendix 4: Declaration as to Personal Circumstances of Tenderer, Appendix 5: Services Contract.