Request for Tenders for Hosted - Cloud Case Management System

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

1. At a glance

Buyer Title CPV / category Estimated value Per-year Procedure type Lots Location Contract length Submission deadline Go-live / start |-----------------------------------------|--------------------------------------------------------------|----------------|----------------|----------|----------------|------|----------|------------------|-----------------------------------|------------------| Ombudsman for Children's Office Request for Tenders for Hosted - Cloud Case Management System IT & Software €320,000 not stated Open Procedure not stated not stated Initial term of 36 months, with options for 12-month extensions 17 October 2024, 14:00

2. Scope of Work

The Ombudsman for Children's Office (OCO) seeks a contractor to provide a hosted cloud-based Case Management System (CMS) for its Complaints & Investigations (C&I) team. This system will manage approximately 2,000 inbound complaints annually, with a focus on ensuring data security and compliance with GDPR regulations.

Key activities include:

• Implementation of the CMS: The contractor must deploy the CMS tailored to OCO's requirements.
• Hosting and Maintenance: The contractor will host the CMS and ensure its ongoing maintenance post go-live.
• User Training: The contractor will provide training for OCO staff on using the new CMS.
• Data Migration: The contractor will facilitate the migration of data from existing legacy systems to the new CMS.
• Ongoing Support: The contractor will offer continuous support for the CMS, addressing any issues that arise.

The CMS must accommodate 17 initial users, including 5 Administrators, 11 Standard Users, and 1 View-only User, with provisions for future user expansion. The system should support multiple complaint categories and allow for dynamic configuration based on user input.

The CMS will manage complaints through various stages, including:

• Triage/Admissibility: Initial assessment of complaints.
• Category 1 - Complaint Assignment: Assigning valid complaints to case workers.
• Category 2 - Early Resolution: Attempting to resolve complaints directly.
• Category 3 - Preliminary Examination: Preparing complaints for further investigation.
• Category 4 - Investigation: Detailed examination of complex complaints.
• Category 5 - DLP (Child Protection Welfare): High-priority cases requiring immediate attention.

The CMS must also integrate with existing systems and provide robust reporting and data management capabilities.

3. Background & buyer context

The procurement of the CMS aligns with the OCO's mission to enhance its complaints handling process. The OCO was established in 2004 to promote and safeguard the rights of children and young people in Ireland. The need for a modern CMS arises from the increasing volume and complexity of complaints received, necessitating a more efficient and secure management system. The OCO aims to improve its operational efficiency and data security, particularly given the sensitive nature of the complaints handled.

4. Eligibility & selection criteria

Bidders must meet the following eligibility and selection criteria:

• Turnover requirement: Minimum average annual turnover of €300,000 over each of the last three financial years.
• Insurance:
• Employer's Liability: €12.7 million limit for any one claim.
• Public Liability: €6.5 million limit for any one claim.
• Product Liability: €6.5 million limit for any one claim.
• Professional Indemnity: €1.3 million for each claim.
• Cyber Liability: €1 million limit for any one claim.
• Certifications: Bidders must hold ISO 27001 (Information Security Management) certification or equivalent.
• Past experience: Bidders must demonstrate experience with a minimum of three comparable projects in the last three years.
• Personnel: The account manager must have at least 7 years of professional experience; the implementation and migration project manager must have at least 5 years of experience.
• Geographic constraints: Not specified for this tender.

5. Award criteria & scoring

Bids will be evaluated based on the following criteria:

The evaluation will follow the Most Economically Advantageous Tender (MEAT) principle, balancing price and quality.

6. Submission requirements

Bidders must submit the following documents:

• Method statement: A detailed response document addressing all requirements (no page limit specified).
• CVs: CVs for key personnel, particularly the account manager and project manager (no page limit specified).
• Pricing schedule: A completed pricing template (specific format not stated).
• Case studies: At least two case studies demonstrating relevant experience, with project values between €200,000 and €999,000.
• Declarations: Including ESPD, Bona Fides, Tax clearance, and Conflict of Interest statements.
• Mandatory site visit: Not specified.
• Submission portal: All submissions must be made via eTenders, adhering to any specified format rules.

7. Key dates & process

8. Contract terms that matter

The contract will have an initial term of 36 months, with options for four additional 12-month extensions under the same terms. Payment terms stipulate that invoices must be settled within 30 days of receipt. The successful bidder must adhere to key performance indicators (KPIs) related to system uptime and support response times. The contract includes provisions for liquidated damages for non-compliance with service levels. Intellectual property rights for any custom developments will remain with the OCO. Sub-contracting is permitted, subject to prior approval.

9. Risks, red flags & unusuals

Potential risks associated with this tender include:

• The turnover requirement of €300,000 may limit participation to established firms, potentially excluding smaller SMEs.
• The requirement for ISO 27001 certification may restrict bidders who do not have this accreditation.
• The complexity of the CMS implementation and the need for data migration from legacy systems may pose challenges for non-incumbent bidders.
• The tight timeline for go-live may create pressure on the successful bidder to deliver quickly, with potential penalties for delays.

10. SME fit assessment

This tender is suitable for small to medium-sized enterprises (SMEs) with experience in IT and software solutions, particularly those specializing in case management systems. Bidders should ideally have a proven track record in similar projects, with the capacity to meet the insurance and turnover requirements. Collaboration with other SMEs or larger firms is encouraged to enhance competitiveness. The indicative bid preparation effort is estimated at several days, considering the complexity of the requirements. The presence of established firms in the sector may indicate a moderate to high competition level.

11. Where to dig deeper

• RFT filename: RFT - Open Procedure OCO CMS V1.0.pdf
• eTenders CFT ID: Not specified
• Contact email for clarification: Not specified
• Important attachments:
• Appendix B2 — Suitability Assessment
• Mandatory Requirements Schedule