Software implementation services

Tender description

The purpose of the Pre-Qualification Questionnaire (PQQ) is to invite qualification applications from interested parties for the provision of a Customer Relationship Management System (CRM) together with Support and Maintenance. The PQQ attached provides a detailed description of the scope of requirements for the CRM and support and maintenance we wish to procure. It also provides information about the selection procedure being used to qualify candidates. The framework agreement period will be for an initial duration of 4 years with the option to extend annually for up to an additional 4 years, subject always to the satisfactory performance of the supplier. EirGrid envisages this project being a solution which will evolve over time and therefore intends awarding a contract with a potential maximum relationship of 20 years including options for renewal at various stages over the life of the arrangement. The Scope of Requirements is expected to include, but is not limited to the supply of a Customer Relationship Management System and Support and Maintenance for the Eirgrid Group. This is expected to include, but is not limited to the following: • provision and implementation of a Cloud Based Enterprise CRM Product, • EirGrid requires an inclusive support agreement for CRM that in addition to standard system/application support recognises the need for user application support. This will include, but not be limited to, the following related services: — access to an online customer support portal to log incidents and requests, — remote and, when requested, on-site support, — core support hours: 9 a.m. to 5 p.m. Monday to Friday. • licensing: successful tenderer will be expected to manage CRM licence allocation/removal to ensure optimal use/lowest cost of ownership for EirGrid, • training to EirGrid staff 16 hours per month, • reporting on support performance based on SLA agreed at contract signing, • face to face meetings, • support and advice on system Infrastructure for production, pre-production and test environments, etc. Day Rate Consultancy Services relating to: • delivery of future phases of CRM using day rates agreed in framework/contract, • advice and guidance in relation to the future Roadmap for the CRM System, • product upgrades, • change requests, • project specific training.