2025 / 003 Enterprise Ireland has a provision for the design, implementation and ongoing support and maintenance of a CRM Platform

Enterprise Ireland invites tenders for the establishment of a framework agreement for the design, implementation and ongoing support and maintenance of a CRM Platform as an overall Client Engagement Solution for Enterprise Ireland’s Service Delivery Transformation Programme. The scope of the framework will include a phased delivery model (Phase 1, …

CPV: 72000000 Usługi informatyczne: konsultacyjne, opracowywania oprogramowania, internetowe i wsparcia, 72200000 Usługi doradcze w zakresie programowania oprogramowania, 72300000 Usługi w zakresie danych, 72600000 Usługi doradcze i dodatkowe w zakresie sprzętu komputerowego, 79000000 Usługi biznesowe: prawnicze, marketingowe, konsultingowe, rekrutacji, drukowania i zabezpieczania, 79400000 Usługi doradcze w zakresie działalności gospodarczej i zarządzania oraz podobne, 79900000 Różne usługi branżowe i podobne
Termin:
11 marca 2025 12:00
Rodzaj terminu:
Złożenie oferty
Miejsce wykonania:
2025 / 003 Enterprise Ireland has a provision for the design, implementation and ongoing support and maintenance of a CRM Platform
Miejsce udzielenia zamówienia:
Enterprise Ireland
Numer nagrody:
0

1. Buyer

1.1 Buyer

Official name : Enterprise Ireland
Legal type of the buyer : Body governed by public law
Activity of the contracting authority : Economic affairs

2. Procedure

2.1 Procedure

Title : 2025 / 003 Enterprise Ireland has a provision for the design, implementation and ongoing support and maintenance of a CRM Platform
Description : Enterprise Ireland invites tenders for the establishment of a framework agreement for the design, implementation and ongoing support and maintenance of a CRM Platform as an overall Client Engagement Solution for Enterprise Ireland’s Service Delivery Transformation Programme. The scope of the framework will include a phased delivery model (Phase 1, 2, 3). The Initial Call off Contract(s) will cover Phase 1 for which the business requirements will be clearly defined as part of this Competition. Phase 2 and Phase 3 will be delivered via subsequent Call-off Contracts, for which the business requirements will be defined separately. For further information please refer to the Tender documentation available to download from www.etenders.gov.ie , Resource ID 5030924. Full details can be found in the Tender documentation.
Procedure identifier : a1ccf061-2c00-4928-8b35-0eeabcba8c21
Type of procedure : Negotiated with prior publication of a call for competition / competitive with negotiation
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 ): 72000000 IT services: consulting, software development, Internet and support
Additional classification ( cpv ): 72200000 Software programming and consultancy services
Additional classification ( cpv ): 72300000 Data services
Additional classification ( cpv ): 72600000 Computer support and consultancy services
Additional classification ( cpv ): 79000000 Business services: law, marketing, consulting, recruitment, printing and security
Additional classification ( cpv ): 79400000 Business and management consultancy and related services
Additional classification ( cpv ): 79900000 Miscellaneous business and business-related services

2.1.2 Place of performance

Anywhere in the European Economic Area

2.1.3 Value

Maximum value of the framework agreement : 23 000 000 Euro

2.1.4 General information

Legal basis :
Directive 2014/24/EU

5. Lot

5.1 Lot technical ID : LOT-0001

Title : 2025 / 003 Enterprise Ireland has a provision for the design, implementation and ongoing support and maintenance of a CRM Platform
Description : Enterprise Ireland invites tenders for the establishment of a framework agreement for the design, implementation and ongoing support and maintenance of a CRM Platform as an overall Client Engagement Solution for Enterprise Ireland’s Service Delivery Transformation Programme. The scope of the framework will include a phased delivery model (Phase 1, 2, 3). The Initial Call off Contract(s) will cover Phase 1 for which the business requirements will be clearly defined as part of this Competition. Phase 2 and Phase 3 will be delivered via subsequent Call-off Contracts, for which the business requirements will be defined separately. For further information please refer to the Tender documentation available to download from www.etenders.gov.ie , Resource ID 5030924. Full details can be found in the Tender documentation.
Internal identifier : 0

5.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 72000000 IT services: consulting, software development, Internet and support
Additional classification ( cpv ): 72200000 Software programming and consultancy services
Additional classification ( cpv ): 72300000 Data services
Additional classification ( cpv ): 72600000 Computer support and consultancy services
Additional classification ( cpv ): 79000000 Business services: law, marketing, consulting, recruitment, printing and security
Additional classification ( cpv ): 79400000 Business and management consultancy and related services
Additional classification ( cpv ): 79900000 Miscellaneous business and business-related services

5.1.2 Place of performance

Anywhere in the European Economic Area
Additional information :

5.1.3 Estimated duration

Start date : 04/02/2025
Other duration : Unknown

5.1.5 Value

Estimated value excluding VAT : 23 000 000 Euro
Maximum value of the framework agreement : 23 000 000 Euro

5.1.6 General information

Reserved participation : Participation is not reserved.
The names and professional qualifications of the staff assigned to perform the contract must be given : Not yet known
Procurement Project not financed with EU Funds.
The procurement is covered by the Government Procurement Agreement (GPA) : yes
This procurement is also suitable for small and medium-sized enterprises (SMEs) : yes
Additional information : The duration of the Framework Agreement will be for a period of ten (10) years with annual review of performance. The Initial Call-off Contract(s) will be for a term of four (4) years. Subsequent Call-off Contracts will typically be for a period of two (2) years. Individual Call-off Contracts may extend beyond the term of the Framework Agreement. The Service Delivery Transformation Programme (SDT) is a highly complex technical delivery which will consolidate current technology systems, introduce new modern technology platforms, future proof EI against emerging technologies and security risks, and transform the experience of engaging with EI. EI therefore considers that a duration of 10 years for the Framework Agreement is justified for the following reasons: (i) Minimum Service Disruption - As part of that adaptation to the new systems, it is critical that service standards and system availability are stabilised to allow the new system and business processes to fully embed; (ii) Avoid Transition of Risk - Transitioning to a new Enterprise Platform requires meticulous planning and management. The successful tender must thoroughly familiarise themselves with the business processes, configurations, customizations, and integrations of the overall solution. Attempting to switch to a new service provider either before or within the early years after first achieving operational stability and embedded business processes would likely result in unsatisfactory outcomes and duplicated costs for Enterprise Ireland ; (iii) Leveraging Experience - The SDT programme is a major ICT initiative set to radically transform Enterprise Ireland's (EI) technological landscape. It will be delivered through a multi-year phased approach with each phase expanding the digital capability, increasing customer experience, and driving efficiencies. The benefits will be realised incrementally through the phases and each phase will, for the most part, be reliant on the successful implementation of the earlier phases and on the learnings established from the earlier phases. (iv) Risk of delays due to complexity the range of services being addressed, and the range of stakeholders - It is difficult to predict with certainty the number and timing of call of contracts given the complexity and range of the deliverables. Enterprise Ireland needs to be comfortable that Framework Agreement is of adequate duration to deal with risk of potential extensions and adjustments to deliverables; (v) Future Proofing - A longer framework duration will allow Enterprise Ireland to benefit from the latest technology without needing to switch platforms. Familiarity with the platform over a longer period of time also allows service providers and Enterprise Ireland to clearly understand new features and enhancements and how they can be used to improve existing processes or create new features to improve client service and drive efficiencies. Furthermore, The embedded and strategic nature of the proposed ICT system amounts to a core enterprise system and to replace and transition from such a system in a shorter period would cause significant disruption to the workings of the EI and the delivery of services. The financial cost for Enterprise Ireland in designing and implementing the system will amount to a significant investment and this investment could not be optimised and the necessary return achieved if the replacement of the system and transitioning from same was required in a shorter period and would ultimately not deliver value for money on behalf of Enterprise Ireland. For the avoidance of doubt, the Enterprise Ireland confirms that the period of any contracts awarded under the framework agreement may extend beyond the date of expiry of the agreement.

5.1.7 Strategic procurement

Aim of strategic procurement : No strategic procurement

5.1.10 Award criteria

Criterion :
Type : Quality
Name :
Description : Please refer to the Tender documents for the Award Criteria.
Description of the method to be used if weighting cannot be expressed by criteria :
Justification for not indicating the weighting of the award criteria :

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
Deadline for requesting additional information : 25/02/2025 12:00 +00:00

5.1.12 Terms of procurement

Terms of the procedure :
Estimated date of dispatch of the invitations to submit tenders : 04/02/2025
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 : Not allowed
Deadline for receipt of tenders : 11/03/2025 12:00 +00:00
Terms of contract :
The execution of the contract must be performed within the framework of sheltered employment programmes : No
Electronic invoicing : Allowed
Electronic ordering will be used : yes
Electronic payment will be used : yes

5.1.15 Techniques

Framework agreement :
Framework agreement, without reopening of competition
Maximum number of participants : 1
Information about the dynamic purchasing system :
No dynamic purchase system

5.1.16 Further information, mediation and review

Review organisation : The High Court of Ireland -
Organisation providing offline access to the procurement documents : Enterprise Ireland -
Organisation providing more information on the review procedures : The High Court of Ireland -
Organisation receiving requests to participate : Enterprise Ireland -
Organisation processing tenders : Enterprise Ireland -

8. Organisations

8.1 ORG-0001

Official name : Enterprise Ireland
Registration number : 00000000
Postal address : The Plaza, East Point Business Park
Town : Dublin
Postcode : D3 E5R6
Country subdivision (NUTS) : Dublin ( IE061 )
Country : Ireland
Contact point : Eoin Wallace
Telephone : 017272000
Roles of this organisation :
Buyer
Organisation providing offline access to the procurement documents
Organisation receiving requests to participate
Organisation processing tenders

8.1 ORG-0002

Official name : The High Court of Ireland
Registration number : The High Court of Ireland
Department : The High Court of Ireland
Postal address : Four Courts, Inns Quay, Dublin 7
Town : Dublin
Postcode : D07 WDX8
Country subdivision (NUTS) : Dublin ( IE061 )
Country : Ireland
Telephone : +353 1 8886000
Roles of this organisation :
Review organisation
Organisation providing more information on the review procedures

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 : 1946309b-9d39-48ae-8db8-78b8563e4e2c - 02
Form type : Competition
Notice type : Contract or concession notice – standard regime
Notice dispatch date : 05/02/2025 08:03 +00:00
Languages in which this notice is officially available : English
Notice publication number : 00081775-2025
OJ S issue number : 26/2025
Publication date : 06/02/2025