WSC/T/016/2025 - SERVICES – TENDER FOR THE DEVELOPMENT, PROVISION AND IMPEMENTATION OF A CRM SOFTWARE FOR WATER SERVICES CORPORATION

The subject of this tender is the provision of external software implementation services to develop new Customer Care Management (CRM) system which accommodates Water Services Corporation’s requirements and install, maintain and update the software system including training and supporting the Water Services Corporation’s customer care team when meeting technical issues …

CPV: 50300000 Услуги по ремонт и поддържане на канцеларска и електронноизчислителна техника, радио-, телевизионна и далекосъобщителна техника, 48000000 Софтуерни пакети и информационни системи, 48445000 Софтуерни пакети за управление на връзките с клиентите
Краен срок:
Май 12, 2025, 9:30 преди обяд
Вид на крайния срок:
Подаване на оферта
Място на изпълнение:
WSC/T/016/2025 - SERVICES – TENDER FOR THE DEVELOPMENT, PROVISION AND IMPEMENTATION OF A CRM SOFTWARE FOR WATER SERVICES CORPORATION
Издаващ орган:
Water Services Corporation
Номер на наградата:
WSC/T/016/2025

1. Buyer

1.1 Buyer

Official name : Water Services Corporation
Activity of the contracting entity : Water-related activities

2. Procedure

2.1 Procedure

Title : WSC/T/016/2025 - SERVICES – TENDER FOR THE DEVELOPMENT, PROVISION AND IMPEMENTATION OF A CRM SOFTWARE FOR WATER SERVICES CORPORATION
Description : The subject of this tender is the provision of external software implementation services to develop new Customer Care Management (CRM) system which accommodates Water Services Corporation’s requirements and install, maintain and update the software system including training and supporting the Water Services Corporation’s customer care team when meeting technical issues
Procedure identifier : 819e9ccb-7e4c-420b-bd01-caee29dd64cd
Type of procedure : Open
The procedure is accelerated : no
Justification for the accelerated procedure :
Main features of the procedure :

2.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 50300000 Repair, maintenance and associated services related to personal computers, office equipment, telecommunications and audio-visual equipment
Additional classification ( cpv ): 48000000 Software package and information systems
Additional classification ( cpv ): 48445000 Customer Relation Management software package

2.1.2 Place of performance

Country subdivision (NUTS) : Malta ( MT001 )
Country : Malta

2.1.3 Value

Estimated value excluding VAT : 1 500 000 Euro

2.1.4 General information

Legal basis :
Directive 2014/25/EU

2.1.5 Terms of procurement

Terms of submission :
Maximum number of lots for which one tenderer can submit tenders : 0

2.1.6 Grounds for exclusion

Child labour and other forms of trafficking in human beings : Child labour and other forms of trafficking in human beings
Insolvency : Insolvency
Breaching of obligations in the fields of labour law : Breaching of obligations in the fields of labour law
Assets being administered by liquidator : Assets being administered by liquidator
Guilty of misrepresentation, withheld information, unable to provide required documents and obtained confidential information of this procedure : Guilty of misrepresentation, withheld information, unable to provide required documents and obtained confidential information of this procedure
Purely national exclusion grounds : Purely national exclusion grounds
Conflict of interest due to its participation in the procurement procedure : Conflict of interest due to its participation in the procurement procedure
Direct or indirect involvement in the preparation of this procurement procedure : Direct or indirect involvement in the preparation of this procurement procedure
Guilty of grave professional misconduct : Guilty of grave professional misconduct
Early termination, damages or other comparable sanctions : Early termination, damages or other comparable sanctions
Analogous situation like bankruptcy under national law : Analogous situation like bankruptcy under national law
Breaching of obligations in the fields of social law : Breaching of obligations in the fields of social law
Payment of social security contributions : Payment of social security contributions
Business activities are suspended : Business activities are suspended
Payment of taxes : Payment of taxes
Terrorist offences or offences linked to terrorist activities : Terrorist offences or offences linked to terrorist activities
Bankruptcy : Bankruptcy
Corruption : Corruption
Arrangement with creditors : Arrangement with creditors
Participation in a criminal organisation : Participation in a criminal organisation
Agreements with other economic operators aimed at distorting competition : Agreements with other economic operators aimed at distorting competition
Breaching of obligations in the fields of environmental law : Breaching of obligations in the fields of environmental law
Money laundering or terrorist financing : Money laundering or terrorist financing
Fraud : Fraud

5. Lot

5.1 Lot technical ID : LOT-0001

Title : WSC/T/016/2025 - SERVICES – TENDER FOR THE DEVELOPMENT, PROVISION AND IMPEMENTATION OF A CRM SOFTWARE FOR WATER SERVICES CORPORATION
Description : The subject of this tender is the provision of external software implementation services to develop new Customer Care Management (CRM) system which accommodates Water Services Corporation’s requirements and install, maintain and update the software system including training and supporting the Water Services Corporation’s customer care team when meeting technical issues
Internal identifier : WSC/T/016/2025

5.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 50300000 Repair, maintenance and associated services related to personal computers, office equipment, telecommunications and audio-visual equipment
Additional classification ( cpv ): 48000000 Software package and information systems
Additional classification ( cpv ): 48445000 Customer Relation Management software package

5.1.2 Place of performance

Country subdivision (NUTS) : Malta ( MT001 )
Country : Malta
Additional information :

5.1.3 Estimated duration

Start date : 10/03/2025
Duration end date : 25/04/2025

5.1.4 Renewal

Maximum renewals : 0

5.1.5 Value

Estimated value excluding VAT : 1 500 000 Euro

5.1.6 General information

Reserved participation : Participation is not reserved.
Procurement Project not financed with EU Funds.
The procurement is covered by the Government Procurement Agreement (GPA) : yes

5.1.9 Selection criteria

Criterion :
Type : Economic and financial standing
Criterion :
Type : Suitability to pursue the professional activity
Criterion :
Type : Technical and professional ability

5.1.11 Procurement documents

Languages in which the procurement documents are officially available : English
Languages in which the procurement documents (or their parts) are unofficially available : English

5.1.12 Terms of procurement

Terms of submission :
Electronic submission : Required
Languages in which tenders or requests to participate may be submitted : English
Electronic catalogue : Not allowed
Tenderers may submit more than one tender : Allowed
Deadline for receipt of tenders : 12/05/2025 09:30 +01:00
Information about public opening :
Opening date : 12/05/2025 10:00 +01:00
Terms of contract :
The execution of the contract must be performed within the framework of sheltered employment programmes : No
Conditions relating to the performance of the contract : General Conditions Version 4.8
Financial arrangement : Incoterm 2020 excluding VAT

5.1.15 Techniques

Framework agreement :
No framework agreement
Information about the dynamic purchasing system :
No dynamic purchase system

5.1.16 Further information, mediation and review

Review organisation : Public Contracts Review Board -
Organisation providing additional information about the procurement procedure : Water Services Corporation -
Organisation providing offline access to the procurement documents : Water Services Corporation -
Organisation receiving requests to participate : Water Services Corporation -
Organisation processing tenders : Water Services Corporation -

8. Organisations

8.1 ORG-0001

Official name : Water Services Corporation
Registration number : MT 12435416
Department : Procurement and Stores
Postal address : Water Services Corporation, Qormi Road
Town : Luqa
Postcode : LQA 9043
Country subdivision (NUTS) : Malta ( MT001 )
Country : Malta
Telephone : +356 80076400
Internet address : https://www.wsc.com.mt
Buyer profile : https://www.wsc.com.mt
Roles of this organisation :
Buyer
Organisation providing additional information about the procurement procedure
Organisation providing offline access to the procurement documents
Organisation receiving requests to participate
Organisation processing tenders

8.1 ORG-0002

Official name : Public Contracts Review Board
Registration number : TBD
Department : Ministry for Finance and Employment
Postal address : Notre Dame Ditch
Town : Floriana
Postcode : FRN 1601
Country subdivision (NUTS) : Malta ( MT001 )
Country : Malta
Telephone : +356 2139095
Roles of this organisation :
Review organisation

8.1 ORG-0003

Official name : European Dynamics S.A.
Registration number : 002024901000
Department : European Dynamics S.A.
Town : Athens
Postcode : 15125
Country subdivision (NUTS) : Βόρειος Τομέας Αθηνών ( EL301 )
Country : Greece
Telephone : +30 2108094500
Roles of this organisation :
TED eSender
Notice information
Notice identifier/version : f28631f7-2fdf-41c3-9458-ef7f16cbe66b - 01
Form type : Competition
Notice type : Contract or concession notice – standard regime
Notice dispatch date : 10/03/2025 10:36 +01:00
Languages in which this notice is officially available : English
Notice publication number : 00158078-2025
OJ S issue number : 49/2025
Publication date : 11/03/2025