Case Management System and Online Customer Web Portal

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 tender seeks a contractor to provide a comprehensive Case Management System (CMS) and an Online Customer Web Portal for the Financial Services and Pensions Ombudsman (FSPO). The CMS will facilitate the submission, tracking, and resolution of complaints from both individuals and business entities. The project includes the implementation of a user-friendly front-end web portal and a robust back-end workflow system, enhancing the FSPO's capacity to manage cases effectively.

Key activities and deliverables include:

• Development of a Complaints Management System (CMS): This system will serve as a central platform for complaint submission, tracking, and resolution.
• Front-end Web Portal: A user-friendly interface for customers to submit complaints and track their status.
• Back-end Workflow System: A system designed to efficiently manage and resolve cases, ensuring timely responses to complaints.
• Service Support Agreement: Provision of support for a period of three years post-implementation to ensure the system operates effectively.
• Integration Requirements: The CMS must integrate with existing systems used by the FSPO, ensuring seamless data flow and operational continuity.
• Multilingual Capability: The system must support both Irish and English languages to cater to a diverse user base.
• Data Management: The CMS should handle approximately 220GB of uncompressed data, reflecting the volume of complaints processed annually.

The contractor must ensure that both components—the web portal and the back-end system—are delivered as a single lot, with no separate tenders accepted for individual components.

3. Background & buyer context

The procurement of this CMS and web portal is driven by the FSPO's need to enhance its complaint management processes. Established on January 1, 2018, the FSPO aims to provide an efficient and effective service to consumers and businesses in the financial services sector. The current system lacks the necessary capabilities to manage the increasing volume of complaints effectively, necessitating this upgrade. The FSPO's strategic goal is to improve customer service and operational efficiency, aligning with broader government initiatives to enhance public service delivery.

4. Eligibility & selection criteria

Bidders must meet the following eligibility and selection criteria:

• Turnover requirement: Minimum average annual turnover of €2.5 million for each of the last three financial years.
• Insurance:
• Employer’s Liability: €12.7 million
• Public Liability: €5 million
• Cyber Insurance: €5 million
• Professional Indemnity: €10 million
• 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.

Bidders must provide evidence of their compliance with these criteria to be considered for evaluation.

5. Award criteria & scoring

Bids will be evaluated based on the following criteria:

The evaluation will follow the Most Economically Advantageous Tender (MEAT) principle, focusing on the best balance of price and quality. No minimum scoring threshold per criterion or overall is specified.

6. Submission requirements

Bidders must submit the following documentation:

• Method statement / response document: Must follow the named template with a maximum of 20 pages.
• CVs: For key personnel, limited to 2 pages each.
• Pricing schedule: Must use the specified template.
• Case studies: At least two case studies demonstrating relevant experience, with project values between €500,000 and €1 million.
• Declarations: Including ESPD, Bona Fides, Tax clearance, and Conflict of Interest.
• Mandatory site visit: Not specified for this tender.
• Submission portal: Tenders must be submitted via the electronic tenderbox on www.etenders.gov.ie in PDF format.

7. Key dates & process

8. Contract terms that matter

The contract will include the following key terms:

• Term: The duration of the contract is not specified but will include the implementation phase and a three-year service support period.
• Payment terms: Payments will be made in accordance with the Services Contract, with all prices quoted being all-inclusive.
• Key SLAs/KPIs: Specific service level agreements and key performance indicators are not detailed in the documents.
• Liquidated damages: Not specified for this tender.
• Termination clauses: Not specified for this tender.
• IP ownership: Not specified for this tender.
• Sub-contracting rules: The successful Tenderer must designate a Prime Contractor responsible for the contract, regardless of subcontractor involvement.

9. Risks, red flags & unusuals

Potential risks and concerns include:

• High Professional Indemnity Requirement: The requirement for a €10 million Professional Indemnity insurance may limit participation from smaller firms.
• Single Lot Requirement: The stipulation that both the web portal and back-end system must be delivered as a single lot may deter bidders who specialize in only one area.
• Lack of Detailed Experience Requirements: The absence of specific past experience requirements may lead to a wide range of bid quality.
• Unspecified Contract Length: The lack of clarity on the contract length and go-live date may introduce uncertainty for bidders regarding project timelines.

10. SME fit assessment

This tender is open to small and medium enterprises (SMEs) that possess the necessary technical capabilities and certifications. Viable bidders should have experience in developing IT systems, particularly in complaint management or similar domains.

• Consortium or sub-contracting: Allowed, with a requirement for a designated Prime Contractor.
• Indicative bid-prep effort: Estimated at 10-15 days to prepare a competitive submission.
• Pwin signal: The high insurance requirements and the single lot structure may favor established firms, potentially disadvantaging smaller bidders without extensive resources.

11. Where to dig deeper

• Source RFT filename: Services RFT 04 Oct 2024.docx
• eTenders CFT ID: Not specified.
• Contact email or clarification portal: Queries must be directed via the messaging facility on www.etenders.gov.ie.
• Important attachments:
• Appendix 1: Requirements and Specifications
• Appendix 2: Pricing Schedule
• Appendix 3: Tenderer’s Statement