1 Beyond Network CRM (Quotation)

1 Beyond Network CRM (Quotation) Invitation to Quote DESIGN, DEVELOPMENT AND IMPLEMENTATION OF A CRM SYSTEM FOR THE BEYOND NETWORK (A BUSINESS SUPPORT PROGRAMME)

2 Beyond Network CRM (Quotation) PART 1: INSTRUCTIONS 1.0 Invitation to Quote 1.1 Down District Council ( the Council ) invites Quotations from suitably qualified and experienced Contractors for the supply of a CRM system within this document. 1.2 Any bidder shall be deemed to have satisfied itself before submitting its quotation as to the accuracy and sufficiency of the rates stated in the Quotation which shall (except in so far as is otherwise provided in the Contract) cover all Contractor obligations under the Contract and the bidder shall be deemed to have obtained for itself all necessary information as to risks and any other circumstances which might reasonably influence or affect their quotation. 2.0 Completion and Submission of Quotation Documentation Those who intend to submit a quotation must register their interest to: michael.forster@downdc.gov.uk and alexander.gordon@downdc.gov.uk in order to receive any updates, amendments to or clarification on any aspect of the quotation. 2.1 The closing date for return of quotations is 4pm on 30 June 2014. 2.1 Please provide via email your submission with the subject titled: Beyond Network CRM SYSTEM to: michael.forster@downdc.gov.uk and alexander.gordon@downdc.gov.uk 3.0 Clarification Before submitting a Quotation all bidders should seek to clarify any points of doubt or difficulty. 3.1 All requests for clarification or questions relating to the tender process should be communicated via e-mail to: michael.forster@downdc.gov.uk and alexander.gordon@downdc.gov.uk The deadline for receipt of points for clarification is 4pm Wednesday 25 June 2014. 4.0 Right to Issue Further Instructions 4.1 Down District Council reserve the right to reasonably vary the procurement process.

3 Beyond Network CRM (Quotation) 5.0 Assumptions 5.1 Bidders must not make assumptions that Down District Council has experience of their organisation or their service provision even if on a current or previous contract. Bidders will only be evaluated on the information provided in their response. 6.0 Application Form 6.1 All submissions must be in the English language and prices in Sterling, exclusive of VAT. 7.0 Preparation of Quotation 7.1 It is the responsibility of prospective bidders to obtain for themselves, at their own expense, any additional information necessary for the preparation of their quotation. 8.0 Qualified Bids 8.1 Qualification of a quotation will result in rejection thereof. 9.0 Expenses and Losses 9.1 Down District Council will not be responsible for, or pay for, any expenses or losses that may be incurred by any bidder in preparing their quotation whether or not it is successful. 10.0 Quantities Stated 10.1 Bidders should note that where quantities are given in this specification, they are estimates only and shall not be binding on the Council. 11.0 Signing of Documents No instruction. 12.0 Period of Validity No instruction.

4 Beyond Network CRM (Quotation) 13.0 Opening of Quotations 13.1 Not applicable. 14.0 Return of Specified Supplementary Documents No instruction. 15.0 Arithmetical Errors No instruction. 16.0 Contract Period No instruction. 17.0 Lowest Tender/Quotation 17.1 Down District Council is not bound to accept the lowest or any quotation or part thereof. 18.0 Written Acceptance 18.1 Acceptance by Down District Council will only be made by written instruction. 19.0 Form of Agreement 19.1 The successful bidder shall enter into a Form of Agreement with Down District Council and the Beyond Programme. 20.0 Confidentiality 20.1 All information supplied by Down District Council in connection with this Request for Quotation shall be treated as confidential by prospective bidders, except that such information may be disclosed so far as is necessary for the purpose of obtaining sureties, guarantees and quotations necessary for the preparation and submission of the Quotation. 21.0 Ownership of Tender Documents No instruction

5 Beyond Network CRM (Quotation) 22.0 Canvassing 22.1 Any Bidder who directly or indirectly canvasses any official of Down District Council concerning the award of a Contract or who directly or indirectly obtains or attempts to obtain information from such official concerning the proposed or any other Contract will be disqualified. This should not, however, deter any Bidder seeking clarification in relation to the Quotation. 23.0 Conflict of Interest 23.1 No instruction. 24.0 Compliance 24.1 Quotations must be submitted in accordance with these instructions. Failure to comply may result in a quotation being rejected by Down District Council. 25.0 Freedom of Information Act (FOIA) 25.1 The Bidder should treat the Quotation documents as private and confidential between themselves and Down District Council. Bidders are advised that Down District Council as a public body will be obliged to disclose information in response to a request under the Freedom of Information Act. 25.2 If Bidders provide any information to Down District Council in connection with this procurement exercise, or with any Contract that may be awarded as a result of this exercise, which is confidential in nature and which an offeror wishes to be held in confidence, then Bidders must clearly identify in their offer documentation the information to which Bidders consider a duty of confidentiality applies. Bidders must give a clear indication which material is to be considered confidential and why you consider it to be so, along with the time period for which it will remain confidential in nature. The use of blanket protective markings such as commercial in confidence will no longer be appropriate. In addition, marking any material as confidential or equivalent should not be taken to mean that Down District Council accepts any duty of confidentiality by virtue of such marking. Please note that even where an offeror has indicated that information is confidential, Down District Council may be required to disclose it under the FOIA (Freedom of Information Act) if a request is received. 26.0 Budget Max Budget Timeframe Design, Development and Implementation of CRM system 25,000 ex VAT Subject to appointment date 30 June 2015 On-going support and 3,000 ex VAT Subject to

6 Beyond Network CRM (Quotation) PART 2 Maintenance appointment date - 30 June 2015 27 BACKGROUND 27.1 The Beyond programme was designed in 2009 based on the rationale that most of Down District businesses are below the radar and cannot avail business development support programmes which target either start-up businesses or larger Invest NI Clients. The vast majority of Down District s 2,400+ VAT-registered businesses are currently unknown to or not in contact with key agencies. The proposed CRM system is designed to assist officers in Council to capture this data much more easily. Within the local area, the Beyond programme aims to target the following: Existing SME s within the Down District Council area SME s that have completed the Regional Start Initiative programme and now require a further level of assistance and support. Businesses that require expert one to one mentoring across a range of business issues. Businesses that require structured networking facilities to increase exposure and find new leads either directly or indirectly. Signposting of information from other 3rd party organisations which may be useful to local businesses 27.2 The successful supplier will be required to design, develop and implement a browser based / mobile optimised CRM system for the Beyond Network which will: Facilitate the capture of information regarding SMEs, Mentors, and Business Support programme targets. Workshop and Networking Event Analytics (please note events will be promoted by Eventbrite and the CRM system is not meant to be an event management platform) Provide accessible secure login systems into the system for Council Staff and programme delivery agents Provide a model for sustainability in the long term by being able to be expanded on a modular basis (e.g. new support programmes) Monitor mentoring and collaborative group mentoring targets / hours Record signposting of information and referrals to relevant local and regional programmes Track SMART Targets as set out in programme letter of offer. (See Appendix) Provide an audit trail of what data changes by whom and when

7 Beyond Network CRM (Quotation) 28 Specific services that are required to be developed and implemented: A web based platform for delivery of the CRM system software (optimised to run on a tablet when an officer is out at business events.) Secure hosting of the application (Cloud or secure third party hosting) Functionality to import content from existing databases (e.g.. imports from Excel, Access) Admin section to be controlled by council Function that will enable the assigning of Mentors to SMEs, SMEs to programme. The system must facilitate the recording or uploading of progress reports on the SMEs throughout the completion of Business Programmes. These reports must be able to be extracted from the CRM system. Functionality is required to allow administrators to record valuable information such as, time spent, agendas, minutes, notes etc for each business / mentor. Enable the uploading of supporting documents as and when required particularly in relation to scanned invoices for claims. Monitor development progress (SMART Targets of programme) On-going maintenance & support This list is not exhaustive and the Council may identify other key Services 29 Information Required within the CRM system The following information is to be captured by the CRM system: 29.1 Business Information Data obtained in this process may be initial contact with the client by telephone, post, face to face or email. (See requirements catalogue for details). Where it is necessary check boxes, option radio buttons or Yes/No drop downs must be used to facilitate easier data entry on all forms. E.g. INI Client = Yes or No. (See Appendix A Functional and Technical Requirements). Existing information should be easily accessed and updated by all users. 29.2 Events Management

8 Beyond Network CRM (Quotation) Description: Details of the events and those businesses that attended. A tick box that would easily be selected so that names could be added to each event. (See Appendix A Functional and Technical Requirements) 29.3 Mentoring Records Capturing data regarding mentoring sessions with participating businesses against mentors. This function should record allocated time against each mentor and business and the final outcome (i.e. action plan or report) A single business can have more than 1 mentor in a different category. (See Appendix A Functional and Technical Requirements) 29.4 Signposting Information / Referrals Capturing data on third party programmes that are advertised to businesses by the Beyond Network. (e.g. a referral to Invest NI) (See Appendix A Functional and Technical Requirements) 29.5 Financial Management (Invoice Tracking) Allow the uploading on files (i.e. scanned PDF copy of an invoice) to help track expenditure. Separate headings must be implemented to allow different categories (e.g. Consultancy, Running Costs, Setup, Events etc). This section must be able to be exported into Microsoft Excel or PDF as a report. (See Appendix A Functional and Technical Requirements) 29.6 Programme Targets (SMART Targets) Recording and monitoring of targets as set out in particular programmes letter of offer. Graphical representation would be ideal. (See Appendix A Functional and Technical Requirements) 29.7 Importing and Exporting data When any data is imported to the system it must alert the administrator if there is a duplicate in the data. If so it must give an option to skip, ignore or overwrite.

9 Beyond Network CRM (Quotation) Any data (including queries and reports) should also be able to be exported via.pdf,.xlsx or.docx. Users should be able to track and export data and easily share information. 29.8 Creating Queries and Reports The solution should enable users to generate their own reports through queries on variety of parameters. Reports should be in the form of graphs, organisational charts, tables or exportable CSV files based on required data. Reports should be able to be created and downloaded in PDF, XLSx and DOCx formats. Generating reports or queries needs to be a user friendly experience and relevant users should be able to generate reports on all key fields in the system. (See appendix for user types) The current system (MS Access) relies on users selecting database field names and linking tables which make creating reports difficult. The new system needs to have clear and unambiguous field labels that users can easily select to create a report. See appendix for breakdown on queries required. These should be easily setup to generate reports on a range of data and fields. 30.0 Technical Specification The preference is for a solution that can manage data easily and quickly (e.g. in the case of a telephone query). It is preferable to offer a GUI (graphical user interface) based system so it is user friendly and intuitive. Information should be easily updated if it is not correct. Any updates must also be in real time. To minimise the duplication of records and ensure data is captured in a more consistent fashion and to a higher quality than present. 31.0 Data Management / Backup 31.1 The system should: Be able to operate in a multi-user environment with record locking to maintain the integrity of the data across all modules Avoid duplication in Data Provide controls to prevent incomplete or incorrect data from being processed and programmatic control of the process flow to prevent information from being processed in the wrong sequence.

10 Beyond Network CRM (Quotation) Provide end-users with the ability to enter and manipulate data in an user friendly GUI interactive mode Be processed in real time. i.e. updates are immediately available throughout the system. Set up user roles and securities to be able to create or amend roles/profiles and specify user rights down to individual field level and document level. The system should allow the retrieval and formatting of data easily and quickly. The system provider must include comprehensive security and audit trails, training in the use of the system and an effective help-desk facility. Maintenance and support will be required over the life of the Project. The data contained within the system should be backed up and secured against attack. 32.0 User Interface The system should: Have a consistent look and feel across the platform. Have user friendly web interface with easy to use menu structure and should provide gap interface for manual updating of data if required. Be consistent and offer logical navigation flow and tool-tip information where relevant. Use a standard GUI feature (e.g., drop-down menus, dialog boxes, toolbar buttons) and ensure formatting is consistent throughout application windows. Solution should be capable of standard dashboard features, 'analysis, reports & forecasting on various parameters e.g. Total businesses surveyed, total businesses on CRM system. Have an interface which recovers from anticipated user errors and informs the user what the error is (e.g. invalid input). Provide information and error messages which are useful and accurate. Provide a log of bugs and errors.

11 Beyond Network CRM (Quotation) 33.0 Coding Standards Systems must be developed to work at least at 1366x768 resolution or higher on modern web browsers (IE, Firefox, Safari) PCI Data Security standards / Data protection best practises must be implemented in the system The web based platform must be validated 34.0 User Acceptance Testing (UAT) The system will be assessed against the agreed upon requirements and sign off will only happen once all agreed upon requirements have been satisfactorily tested and verified. 35.0 Deliver system documentation Provide system documentation including: User manuals for the different key user groups where required Technical documentation detailing system modules, relationships, database and server configuration (if any) and settings and any customisations that were carried out to ensure the system is fit for purpose. 36.0 Deliver effective user training The winning bidder will have to make a presentation of their CRM system solution, by way of product "walk through" Provide full training for Council staff. Training sessions will need to be recorded for future reference and to retain system know-how within the organisation. Documentation must be provided on how to operate the system. 37.0 Modularity The system should be modular in design allowing for new functions or tools to be bolted on over time if needed. An example of this would be to support another programme. Once implemented, the system must be able to easily expand to include new capabilities without negatively impacting previously implemented functionality.

12 Beyond Network CRM (Quotation) 38.0 Ownership of Data All information contained within the CRM system is owned by Down District Council c/o The Beyond Network. The vendor does not have the right to showcase, share or reuse any development work carried out on behalf of Down District Council without explicit consent of the Council in writing. 39.0 Support Provision to be made for support and maintenance (including all updates) with access to a help desk facility. This figure should be included in the overall cost. User and system documentation Demonstration of the system to Council officers. Support should be provided for the system initially up to 30 June 2015

13 Beyond Network CRM (Quotation) 40.0 Assessment Criteria Selection and award assessment process will be used to evaluate quotations. STEP 1: Criteria for Selection (Pass/Fail) Individuals/organisations quoting will be assessed on a pass/fail basis for the selection criteria. 40.1 STEP 1: Criteria Response to criteria must be in final proposal titled Step 1 Criteria Company Experience Please supply with examples three similar contracts, carried out within the last 3 years. Technical Capacity Please demonstrate a minimum of 5m public liability & 10m Employers Indemnity Insurance cover Scoring method Pass/Fail Pass/Fail Failure to meet these requirements above will lead to your quotation not progressing to the Step 2 evaluation stage. Contractors who provide the Council with the relevant information above will receive a pass mark and move on to Stage 2. Quotation assessment will be based on an evaluation using the following criteria: 41.0 STEP 2: Criteria Methodology Response to criteria must be in final proposal titled Step 2 Criteria 41.1 Organisations / individuals should provide details of the proposed methodology and approach to the project, including earliest start date, expected time frame for delivery of project and how the CRM will record data and provide reports aligned to SMART objectives. (See appendix for SMART targets) 41.2 A resource schedule should be included which indicates the names and roles of each project team member, the number of hours assigned by each. Other resources should also be identified. 41.3 Details of quality control systems that will be used in the delivery of the project. Please indicate security controls in place to protect data within the CRM SYSTEM. 41.4 Organisations / individuals should provide details of the Security measures in place to protect confidential data and comply with the Data Protection Act 1998. The appointed organisation will be operating as a Data Processor. Total Marks 40% 20% 10% 10% 42.0 STEP 3: Criteria Cost Response to criteria must be in final proposal titled Step 3 Criteria Total Marks

14 Beyond Network CRM (Quotation) Quotations will be awarded on a value for money basis to the most economically advantageous supplier. This will be awarded based on methodology. 20% Cost is calculated using the following formula: Contractor s Price Score = Lowest Quotation Price -------------------------------- x 20 Contractor s Total Price 43.0 SPECIFIC INSTRUCTIONS PLEASE NOTE THAT E-MAILED BIDS ARE ACCEPTABLE. Please note that late or incomplete quotations will not be considered in accordance with Down District Council policy. Down District Council cannot accept any responsibility for delivery delays. Please be advised that if you choose to send your bid by e mail you are advised to confirm with us that we have received it. We will accept no responsibility for any delays caused either by Postal or e mail services. Down District Council is not obliged to accept the lowest or any quotation. Those submitting a quotation will not be entitled to claim from Down District Council any costs incurred in the preparation of this bid, whether successful or not. 44.0 PAYMENT Payment will be made within 30 days of the awarded contractor supplying an invoice. Each invoice should be issued to Down District Council, Downshire Civic Centre, Downshire Estate, Ardglass

15 Beyond Network CRM (Quotation) Appendix 1) Functional Requirements Catalogue 2) SMART Targets 3) Evaluation Matrix

16 Beyond Network CRM (Quotation) 1) Functional Requirements Catalogue (See attached MS Excel File)

17 Beyond Network CRM (Quotation) 2) SMART Targets SMART OBJECTIVES FOR NETWORK SUPPORT & SERVICE DELIVERY 1. The recruitment of a bank of mentors to meet mentor requirements of participating businesses using an open and transparent recruitment process by 30 June 2015 2. At least 50 businesses to receive 6 hours 1-1 mentoring to complete a business health check by 30 June 2015 3. At least 100 businesses to receive 6 hours 1-1 mentoring to address identified issues by 30 June 2015 4. At least 40 business partnerships to receive 6 hours mentoring to facilitate collaboration, partnerships or joint working opportunities by 30 June 2015 5. At least 16 capability development workshops to be delivered across a range of relevant business topics that meet the identified development needs of participating businesses by 30 June 2015 6. At least 20 business networking events to be delivered to encourage participants to work together to develop collaboration, partnerships or joint working opportunities by 30 June 2015 7. To establish a transparent recruitment, selection and appeals process to recruit participants on the mentor programme by 30 June 2015 8. At least 100 businesses to complete the INI business diagnostic tool: www.nibusinessinfo.co.uk/businessdiagnostic 7.3 These SMART objectives will form the primary basis for progress reporting. The CRM should be able to report on objectives 2-6 & 8 above. Bidders should be aware of 1 & 7 but these are not quantifiable and not necessarily part of the system.

18 Beyond Network CRM (Quotation) 3) Evaluation Matrix for scoring Assessment Score Methodol ogy 41.1 Resource Schedule 41.2 Quality Control 41.3 Data Protection 41.4 Interpretation Excellent 100% 40 20 10 10 Excellent understanding of the brief etc / methodology for delivery of project Very Good 80% 32 16 8 8 Very Good understanding of the brief / methodology for delivery of project/ Good 60% 24 12 6 6 Good methodology for delivery of project Satisfactory 40% 16 8 4 4 Satisfactory understanding of the brief / methodology for delivery of project/contract Poor 20% 8 4 2 2 Poor methodology understanding of the brief / for delivery of project/contract Unacceptable 0% 0 0 0 0 No response or unacceptable information provided