CRM Dynamics (On premise) Support and Development Services for the Office of the Ombudsman

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 contract encompasses the provision of support and development services for the Office of the Ombudsman’s CRM Dynamics environment. The successful contractor will be responsible for maintaining the on-premise CRM system and providing development services as needed. The estimated workload includes two years of support costs and a notional figure of 100 days for development work.

Key activities include:

• Support and Maintenance:

• Ongoing support for the CRM Dynamics environment, which includes troubleshooting and resolving issues.

• Maintenance of the system based on agreed Service Level Agreements (SLAs).

• Development Services:

• Provision of development drawdown days, estimated at 50 days per annum over two years.

• Development work will be based on specific requests from the Office of the Ombudsman, which may include enhancements or modifications to the existing system.

• Helpdesk Services:

• An ITIL-compliant service desk must be available from 8 am to 7 pm, Monday to Friday, to handle support requests.

• On-site Attendance:

• The contractor's staff will be required to attend the Office for specific tasks, such as planning, major upgrades, and deployment of developed solutions.

• Ticket Management:

• The Office anticipates raising fewer than 10 support cases per year, with varying levels of complexity.

The contractor must demonstrate flexibility in scheduling on-site attendance based on project requirements and user engagement levels.

3. Background & buyer context

This procurement is initiated as the current support and development contract for the Office of the Ombudsman is set to expire in December 2024. The Office aims to ensure continuity in support for its CRM Dynamics environment, which is critical for its operations. The procurement aligns with the Office's strategic objectives to enhance its digital capabilities and improve service delivery in line with the "Connecting Government 2030" digital strategy.

4. Eligibility & selection criteria

Bidders must meet the following eligibility and selection criteria:

• Turnover requirement: Minimum average annual turnover of €1,000,000 in each of the last three financial years prior to the publication of this tender.
• Insurance:
• Employer’s Liability: €3,000,000
• Public Liability: €2,000,000
• Product Liability: €1,000,000
• Professional Indemnity: €2,500,000
• Cyber Liability: €2,000,000
• 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.

5. Award criteria & scoring

Bids will be evaluated based on the following criteria:

Tenderers must achieve a minimum of 60% of the total score available to avoid elimination from the competition.

6. Submission requirements

Bidders must submit the following documents:

• Method statement / response document: Must follow the named template with a specified page limit.
• CVs: For key personnel, adhering to a specified page count.
• Pricing schedule: Must be completed using the provided template.
• Case studies: At least two, demonstrating relevant experience and within a specified value range.
• Declarations: Including ESPD, Bona Fides, Tax clearance, and Conflict of Interest.
• Mandatory site visit: Not applicable for this tender.
• Submission portal: All submissions must be made via eTenders, adhering to specific format rules.

7. Key dates & process

8. Contract terms that matter

Key contract terms include:

• Term and extension structure: The contract is for a term of 2 years, with the option to extend for up to 12 months, with a maximum of two extensions.
• Payment terms: Payments will be made in accordance with the Services Contract.
• Key SLAs/KPIs: Support must be provided in line with agreed SLAs.
• Termination clauses: The contract may be terminated with 14 days' notice if breaches are not remedied within 30 days.
• IP ownership: Not specified for this tender.
• Sub-contracting rules: The successful tenderer must designate a single entity responsible for the contract, regardless of subcontracting arrangements.

9. Risks, red flags & unusuals

Potential risks and concerns include:

• The requirement for a minimum turnover of €1,000,000 may limit participation from smaller firms.
• The existing contract is due to expire shortly, creating a tight timeline for transition.
• The Office has an incumbent provider, which may influence the competitive landscape.
• On-site attendance may be required for certain tasks, which could pose logistical challenges for bidders.

10. SME fit assessment

This tender is suitable for small to medium enterprises (SMEs) with the following characteristics:

• Firms with experience in CRM Dynamics support and development, particularly in public sector environments.
• Bidders should have the necessary insurance coverage and meet the turnover requirement.
• Consortium or subcontracting arrangements are allowed, enabling smaller firms to collaborate with larger entities.
• Bid preparation may require several days of effort, particularly in assembling case studies and pricing schedules.
• The presence of an incumbent may indicate a competitive environment, but the Office is open to new proposals.

11. Where to dig deeper

• Source RFT filename: 20241018CRMDynamicsOnPremiseSupportandDevelopment.docx
• eTenders CFT ID: not specified
• Contact email: Queries must be directed through the messaging facility on www.etenders.gov.ie
• Important attachments:
• Appendix 1 — Requirements and Specifications
• Appendix 2 — Pricing Schedule
• Appendix 3 — Tenderer’s Statement