Licencing, Support, and Maintenance of the RSA's Query and Knowledge Management Solution

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1. At a glance

2. Scope of Work

This tender seeks to procure ongoing licensing, support, and maintenance for the Road Safety Authority's (RSA) existing Customer Relationship Management (CRM) solution, known as SugarCRM. The primary objective is to ensure uninterrupted operation of the RSA's query and knowledge management functions. The current CRM solution, Sugar CRM Enterprise Edition V.12.01, is hosted on-premise.

The scope encompasses:

• Licensing: Provision of licenses for the CRM Solution.
• Support and Maintenance: Ongoing support and maintenance for the CRM Solution, including its existing customisations and integrations.
• Potential Enhancements: The RSA may require the successful tenderer to provide additional services, broadly aligned with the core services. These may include:
• Customisation and/or enhancement of the CRM Solution, including upgrades or migration to newer or cloud-based versions.
• Integration of the tenderer's ticket tracking system with the RSA's Service Desk ticketing system for a unified view.
• Integration with other systems or solutions.
• Support with user training and communications.
• Consultancy services related to the CRM Solution or its underlying technology.
• Provision of short-term or temporary licenses.

The CRM Solution is utilised by approximately 200 users across the RSA to manage phone, email, and letter queries. In 2025, over 174,000 queries were handled, with 70% via phone, 29% via email, and the remainder via letters. Approximately 80% of these queries are managed by the Customer Care Centre, which comprises 20 agents and 3 supervisors. The remaining queries are handled by other stakeholders within the organisation.

Queries are categorised by subject matter (e.g., Public Information Requests, Complaints) and sender type (e.g., Public Representatives, Parliamentary Questions). The CRM Solution features a knowledge base with nearly 350 articles.

Key customisations within the CRM Solution that must be maintained or replicated in any upgraded version include:

• Query Categorisation and Assignment (team-based).
• Dashlets for Suggested KB Articles, Recent Customer Queries, and custom functionality.
• Integration with CPC, EDT, ADI (Driver Education System), and BSP (Driver Testing System).
• Custom logic for Query Resolution, Approval, and Mass Close.
• Upload Notes functionality (potentially replaced by a new multi-attachment feature).
• Group Notifications.
• Knowledge Article creation, publishing, and rejection workflows.
• Data Privacy Module for compliance with RSA policies.
• Category and Type Configuration, including SLA Management.
• User Substitutions for leave.
• Data Anonymisation (scheduled task).
• Configuration of the existing telephony solution (Collab).
• Driver Lookup Integration (CDLS).
• Monitored Mailboxes (IMAP) with parsing of DOB, First Name, and Last Name.
• Outbound Email integration (SMTP server).
• Single Sign-On (SSO) Integration with Active Directory.
• RSA CSS Styling for UI theme updates.
• Automated data retention and deletion rules.

The RSA is also implementing a new cloud-based Contact Centre as a Service (CCaaS) platform, Amazon Connect, which will integrate with the existing CRM Solution. This integration is expected to be completed by the end of September 2026.

3. Background & buyer context

The Road Safety Authority (RSA) is a statutory body established in 2006 under the Road Safety Authority Act 2006. Its mission is to save lives and prevent injuries by reducing the number and severity of collisions on Irish roads. The RSA is the lead agency for coordinating the Government's Road Safety Strategy 2021-2030, which aims to halve road deaths and serious injuries by 2030, with a Vision Zero ambition for zero fatalities and serious injuries by 2050.

This procurement aligns with the RSA's Corporate Plan 2022-2025, specifically focusing on "Customer experience," "Innovation in everything we do," and "Organisational excellence." The current CRM solution was implemented in 2019 to provide an integrated query and knowledge management system. The RSA is currently replacing its telephony solution with Amazon Connect, which will integrate with the existing CRM. This tender is to ensure the continued licensing, support, and maintenance of the CRM solution during this transition and beyond, safeguarding critical query management functions. The Directorate of Technology, Platforms & Solutions is responsible for managing third-party technology supplier contracts and performance.

4. Eligibility & selection criteria

Criterion Requirement