Invitation to Tender. Corporate CRM Project. March Seafish Tender Document Number: TD2015/004

Transcription

1 Invitation to Tender Corporate CRM Project March 2015 Seafish Tender Document Number: TD2015/004 Dafydd Sands Head of Information Systems Sea Fish Industry Authority Origin Way Europarc Grimsby DN37 9TZ 1

2 Table of Contents 1. Background... 3 About Seafish... 3 The project CRM Requirements Specification Document Aim of the project Scope... 4 Additional info Expected approach Your Response... 5 Delivery Process... 5 Overview of the system... 5 Practical Demonstration... 5 Clearly detailed user licensing costs... 5 Explanation of workflow configuration and user configuration... 5 Explanation of records configuration and relationship management... 6 Details of ability for internal management and configuration... 6 Details of support and maintenance... 6 Details of training material delivery... 6 Details of integration capabilities... 6 Details of the ing capabilities... 6 Details of how data relationships are maintained over time... 6 Details of how data is archived, deleted and consequently reported upon... 6 Overview of any technical, infrastructure or browser requirements... 6 Detailed list of any omissions or assumptions Awarding Criteria Responsibilities of the contractor Contract and project management Timetable for delivery Costs Recovery of Costs Submission of Tender Documents Further information... 8 Appendix I: Guidance for tender submission

3 1. Background About Seafish Seafish is a UK NDPB established by the Fisheries Act The organisation is sponsored by DEFRA, the Scottish Government Marine Directorate, the Welsh Assembly Government and Department of Agricultural and Rural Development, Northern Ireland. Seafish is funded by levy paid on all seafood landed or imported into the UK (excluding salmon and canned product). Our work cuts across all segments of the seafood value chain from catching and farming; through primary and secondary processing, importing and distributing through to retail and foodservice operators. More information is available on our website The project Seafish has already taken the time to produce a CRM Requirements Document, which talks about the CRM project as well as the Stakeholder and Enquiries project. For the purposes of this tender, we are focusing on the main core of the CRM system. This is because there are a multitude of other projects (referenced later) that will require to be built in or around this CRM system. We are looking to build or procure a CRM system to allow us to better manage a range of disconnected, often manually produced, contact and enquiry lists. This CRM will be used to consolidate and maximise the use of contacts. To accomplish this, the system will need to integrate with other systems, both current and future, to maximise data sharing and reporting. Due to our nature as a levy-funded industry body, we have absolute requirements to be able to demonstrate the value we provide. The CRM system will be a crucial tool in being able to efficiently manage client contact, communication and reporting. 2. CRM Requirements Specification Document The requirements specification document has been produced to give a more detailed perspective of what we require from a base CRM system, along with our Stakeholder and Enquiries project which is happening at the same time. It is envisaged that both projects will be delivered by the same company, but this is not fixed. This document needs to be read and understood in full before being able to tender for the work listed within the rest of this document. 3. Aim of the project To have a working CRM system that will follow the CRM Requirements Document that accompanies this tender document: - Provide a single view of all contact and business information to all of Seafish s users, both internal and remote; 3

4 - Provide extensive reporting and management capabilities of Seafish s activities and interactions with contacts; - Provide access to Seafish partners e.g. Seafood Scotland, 3 rd party marketing companies under contract; - Provide a centralised system that can integrate with other systems in the future, bringing in and sharing back data; - Provide a system that can be easily modified and grown in the future without requiring extensive re-configuration or development. 4. Scope The scope of the project will include: - Understand and fulfil the CRM Requirements Specification Document - Identify and install the core product - Produce installation and user document training materials - Plan and delivery a working CRM system fit for the companies needs - Value For Money (VFM) module Additional info Ability to further develop the system to cope with: - Based on Stakeholder Engagement and Enquiry Project o Mailshotting / e-alerts o Web-based surveys o Diarising / Meetings ( / Microsoft Exchange) o Enquiry Logging / Ticket System (with integration) - Identified additional systems ready for immediate planning and development o Levy Account system Auditing and tracking of business along with accounting information o Project Management system Giving connectivity to the VFM and CRM system for better reporting o Training and accreditation database Convert existing system to be rebuilt within (or connected to) the CRM system for better stakeholder representation o Marine Services auditing and tracking Ticket, time and accounting system o Internal management reporting system Allow digital reporting: from enquiry logging to project management o RASS and RFS web-based systems Allow interaction with these two bespoke systems to allow the capture of key contact details for Stakeholder management 4

5 5. Expected approach Please define the process you will take, from kick-off meeting to deployment, to ensure that you fully understand our requirements and how you will deploy the your solution to meet those requirements. In particular, we would like to see how you will deliver a system capable of growth with your chosen solution, ideally through demonstration of proof of concept delivery resulting in best practice configuration within the software. 6. Your Response In putting your response together, we would like you to demonstrate your response to the below. Delivery Process Please define the process you will take, from kick-off meeting to deployment, to ensure that you fully understand our requirements and how you will deploy the your solution to meet those requirements. In particular, we would like to see how you will deliver a system capable of growth with your chosen solution, ideally through demonstration of proof of concept delivery resulting in best practice configuration within the software. Overview of the system Please provide an overview of your proposed solution, including heritage, current usage and USPs compared with other solutions in reference to our requirement. Practical demonstration Whilst it is not expected that you provide a demonstration bespoke to our requirements, it would be beneficial for us to receive a demonstration of the system you intend to deliver and how configuration and options can be tailored to suit our requirements. This can be in the form of an inperson demonstration, or a video we are flexible on this matter. Clearly detailed user licensing costs Where you are proposing a solution with per-seat cost, we require a detailed breakdown of how such costs accumulate, and where there are opportunities to reduce such costs, for example through bulk purchasing. In all circumstances, please explicitly detail any user limitations and associated costs, including if accounts such as developer and admin accounts are included in such limitations; please also confirm if any access to staging or development environments provided as part of your solution are included in the total user count. Explanation of workflow configuration and user configuration Given the nature of our user requirements, especially around the potential for partner access and auditing, we would like to see how your proposed solution can offer us flexible workflow, data access and editorial rules. Please confirm that your solution can work solidly with Active Directory, and list any assumptions or limitations. 5

6 Explanation of records configuration and relationship management Please explain how your proposed solution creates, manages and deals with updates to record types. We would like to see how different record types can be inter-linked, and how such linking can be monitored, edited and adapted as our requirements change in the future. Of significant interest here is the work involved in adding new fields and relationships, as well as the impact of such an action. Details of ability for internal management and configuration Linked with the above, please explain the level to which changes and updates can be managed internally, and to what level a typical deployment of your solution might require on-going support and maintenance. Details of support and maintenance Please detail your suggested (or required) support and maintenance package for this contract, bearing in mind that we require at least 12 months suitable support. Please detail the on-going costs of any licensing for updates, the potential cost (if any) of applying those updates, and if the software you propose is available to us only on a licensed basis. Details of training material delivery Please detail the level and range of training material along with delivery mechanisms; ranging from bespoke installation, train-the-trainer, through to frontline users. Details of integration capabilities Please detail the ability for your proposed solution to integrate with other systems, and the limitations and assumptions around this. Of particular interest is if your solution comes with costeffective (or free) modular plugins to allow integration with other systems, or a standards-based API, or if integration is only possible through expensive, proprietary development or software purchase. Details of the ing capabilities Please detail the capabilities of your solution to send and monitor s, reporting on the user activities to those s such as bounce detection, open and read reporting, and click-throughs. Please highlight the process through which a user may set up an campaign, from content creation to list selection and sending, and the reporting available on the back of that activity. Details of how data relationships are maintained over time Please detail how your proposed solution deals with an organic dataset, where (for example) contacts may include enquiries and other records on our system spanning multiple years and several businesses. Details of how data is archived, deleted and consequently reported upon Please detail how your solution deals with archiving data, and what happens to any reports, figures or larger datasets that include data which is consequently archived or permanently deleted for any reason (intentionally). Overview of any technical, infrastructure or browser requirements If your solution has any specific requirements, such as a browser plugin or incompatibility with certain operating systems, please list them. 6

7 Detailed list of any omissions or assumptions Against our listed requirements, please detail any assumptions you have made as to the depth of that requirement and any areas that you know you cannot deliver against. Such examples will often lie around aged data handling, Outlook integration and third party integration, where it is simply not always possible to deliver everything we request. By understanding up-front the potential pitfalls and limitations of any solution, we can be sure to weigh them up properly against the benefits of that system to ensure that we ultimately settle on the best possible solution for our needs. 7. Awarding Criteria Tenders will be assessed for their value-for-money, and in the interest of ascertaining the highest level of transparency, fairness and competition the following evaluation matrix will be used to score each tender. Evaluation Matrix Award Criteria Weighting (%) Your response demonstrating a clear understanding of CRM 25 Requirement Specification document Interpretation of the specification and creativity in the presented 35 solution Relevant experience and expertise in this field 20 Value for money Responsibilities of the contractor The contractor will be responsible for completing the project and producing all outputs within the deadline. 9. Contract and project management The contract will be managed by Dafydd Sands (Seafish Head of Information Systems) who will be responsible for final agreement of all work and the final report(s). Upon appointment, the successful contractor will be required to sign a contract including a confidentiality agreement. The project will be managed by Dafydd Sands who will be responsible for ensuring the project is delivered. The project will be managed within Seafish s standard project management process. The contractor is required to submit monthly updates on progress. 10. Timetable for delivery The start date for the project should be as soon as possible after the contract is awarded (April 2015 TBC). The preferred deadline for delivery of outputs is 3 months from the start date; however the contractor may suggest an alternative completion deadline. The contractor is required to provide a detailed plan specifying timescales for the project, by main task. 7

8 11. Costs We are seeking quotes based on undertaking the whole project. All submissions should include a fully costed breakdown of the proposed work. This should include (where applicable); travel expenses, overheads, other costs, VAT where applicable. 12. Recovery of Costs An applicant is not entitled to claim from Seafish any costs or expenses incurred in preparing the tender document whether or not it is successful. 13. Submission of Tender Documents Please see Annex I for tender submission guidelines. Responses should be sent to Dafydd Sands by 5pm on 20 th March These can be submitted; by to dafydd.sands@seafish.co.uk by post, for the attention of Dafydd Sands, Sea Fish Industry Authority, Origin Way, Europarc, Grimsby, DN37 9TZ. Any tenders received after the deadline will not be accepted. 14. Further information For further information on this tender please contact; Dafydd Sands, Head of Information Systems. Tel / dafydd.sands@seafish.co.uk 8

9 Appendix I: Guidance for tender submission The following information should be included in a response: Name of the tenderer(s), status in the company, and name of person for further contact (if different); Whether the company or organisation is based in the UK or another country. A statement detailing an understanding and interpretation of the purpose, specific objectives and scope of the project including relevant diagrams showing detailed knowledge of our data entity requirements Details of the proposed approach, methodologies and costs. Details of previous experience relevant to the current proposal; References / examples of similar work which have been undertaken; Examples of projects which have been delivered to a high standard. Include any previous projects with Seafish and the Seafish contact name. A clear statement of the tender price and costs under the following subheadings, where applicable: Research / management staff costs Equipment and materials Analytical costs (by type) Travel expenses (including expected locations) Overheads Any other costs VAT where applicable* Total *Seafish will be unable to reclaim VAT, therefore please ensure to state VAT when applicable. 9