CRM Dynamics support

Tender description

Why the Work is Being Done We are looking for an ongoing support contract to provide second and third line support for CRM Dynamics 11 on premise. We have plans to upgrade to later versions of Dynamics which we would need support to deliver. Problem to Be Solved On going support and troubleshooting Who Are the Users As a member of Commission staff, I need to record and locate details of contact with stakeholders and regulated entities so that we can provide excellent support to those stakeholders and regulated entities Early Market Engagement Early market enagagement with suppliers of other support contracts to scope requirements. Work Already Done There has been an existing support contract in place. This service is being withdrawn, relevant documentation will be provided by the previous support organisation. Existing Team We have a CRM specialist within the ICT team to provide first line user support. This support contract will deal directly with this specialist and focus on back end development work. Current Phase Live Work Location Support can be provided remotely. The Commission has offices in London, Edinburgh, Cardiff and Belfast. The ICT team is based in the London office Working Arrangments We would want to have face to face kick off meeting and subsequently meet (in person or virtually) on a quarterly basis. Support calls are demand led by business need Security Clearance Baseline security checks Additional T&Cs Skills & Experience Experience supporting MS Dynamics CRM 11 Experience supporting MS Dynamics upgrades Experience providing support remotely Experience providing support toa technical team Nice to Haves Experience of working with small teams Experience of working with public sector clients No. of Suppliers to Evaluate 5 Proposal Criteria Technical expertise Approach and customer service Team structure Value for money Cultural Fit Criteria Work as a team with our organisation and other suppliers Be transparent and collaborative when making decisions Take responsibility for their work Share knowledge and experience with other team members Challenge the status quo Can work with clients with low technical expertise Have a no-blame culture and encourage people to learn from their mistakes Payment Approach Fixed price Assessment Method Written proposal Case study Work history Reference Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers Budget range we are happy to consider proposals based an a pre paying for a bulk number of support days on a rolling basis or proposals based on a set cost for a 12 month period based on assumed levels of support. current support usage averages 2.5 days per month