Customer Relation Management software development services

Tender description

Meath County Council intends to tender for the supply, implementation, testing, migration of current data, maintenance and support of an enterprise CRM to provide advanced case management, service catalogue and customisation capabilities to support multiple internal and online business processes. This is a Prior Information Notice and not a call for competition – a call for competition may be placed within the next 3 months. This notice aims to provide advance warning to the market that shorter timescales may apply at tender stage. Meath County Council intends to tender for the supply, implementation, testing, migration of current data, maintenance and support of an Enterprise CRM. The Council’s current CRM, which is a customised version of the SugarCRM Community Edition, supports a number of business processes, including advanced case management, service catalogue capabilities and mapping features. It also contains a number of custom modules that were developed using CRM module builder functionality to manage various processes of the Council’s departments. Meath County Council employs approximately 800 people, delivering a range of public services. The current CRM is deployed across the organisation. The vendor will be required to propose a solution incorporating: (i) licencing; and (ii) support and maintenance. In seeking an up-graded CRM, the Council requires a solution that will provide: core functionality comparable at least to its current system; a high level of security; compliance with data protection requirements; and which will minimise disruption to business activity during its installation, testing and deployment. Meath County Council has a strong commitment to providing excellent customer service and the CRM is essential to that commitment. The Enterprise CRM will also support online services offered to the customer and the elected members. Interested economic operators may advise the Council of their interest in the contract in advance. In doing so, they may provide information on their relevant experience and the technical requirements of up-grading a community edition CRM with custom modules to an enterprise standard.