Contract notice: Customer Relation Management Tender - 31844836

Object of the contract
Customer Relation Management software development services
Description: Contract notice: Customer Relation Management software development services
Authority Type: Utilities entity
Contact Nature: Services
Procedure: Negotiated procedure
Document: Contract notice
Regulation: European Union, with participation by GPA countries
Award criteria: Mixed
CPV code: 72212445, 72212445, 72212445
CPV Description: Customer Relation Management software development services.
Call for applications - design, development and maintenance mission of customer relationship management tools
Reference Number: DG / DMM / 2019-04
Purpose of the services: design mission, development and maintenance of customer relationship management tools.
Main Site: Walloon Region.
This lot concerns the realization ofe the data platform (creation of data referentials), the integration of data flows coming from the different systems existing or produced by the contractors of the other lots, as well as the creation of the application front on a web browser allowing its administration, a view 360 contact sheets, timelines of associated events, as well as templating of the interfaceand communication tools (emailing, SMS, postal mail, notifications).
It also concerns the management of tasks as well as customer requests (creation, monitoring, closing of a ticket), that is to say the fraud, claims, service regardless of the input channel (social networks, email, telephone, mail ...).
In order to complete the DUME, economic operators go on thefollowing: https://ec.europa.eu/tools/espd/ or fill in the DUME attached to the notice.
Economic operators are invited to fill in the following parts of the DUME:
- part I,
- part II,
- part III, A, B and C,
- part IV: all the boxes corresponding to the selection criteria provided for the lot concerns,
- part V,
- part VI.
The adjudicator will ask the candidate / soumissionnaire, if necessary, at any time during the proceedings, to provide all or part of the supporting documents, if this is necessary to ensure the proper conduct of the proceedings. The tenderer is not required to submit supporting documents or other supporting documents where and to the extent that the tenderer has the opportunity to obtain them directly by accessing a database.free of charge in a Member State.
Candidates enclose with their application an extract of a criminal record of less than 6 months.
With the exception of exclusionary grounds relating to tax and social security debts, the candidate who is in one of the mandatory or optional exclusion situations may provide evidence that it has taken corrective action to demonstrate its fairnessMandatory grounds for exclusion:
1 participation in a criminal organization;
2 corruption;
3 fraud;
4 terrorist offenses, offenses related to terrorist activities or incitement to commit such an offense, complicity or attempt to do so; offense;
5 money laundering or financing of terrorism;
6 child labor and other forms of human trafficking• Illegal residence of third-country nationals.
Exclusions from 1 to 6 apply for a period of 5 years from the date of judgment. Exclusion criterion 7 applies for a period of 5 years from the end of the infringement.
The following procedure excludes the candidate / tenderer who does not fulfill his obligations to pay debts fiscales and social security contributions. Nevertheless, the candidate / tenderer who is in the following conditions may participate:
(a) if he / she does not have a debt higher than 3 000 EUR; or (b) if he has obtained a payment plan for this debt which he strictly observes.
When the debt is greater than 3, 000 EUR, under pain of exclusion, the candidate / tenderer shall demonstrate thatin the case of an adjudicator or a public enterprise, one or more claims, due and unencumbered, in respect of third parties for an amount at least equal to the debt of 3, 000 EUR.
Where the certificate in the possession of the contracting authority does not prove that the candidate / tenderer is in compliance with his fiscal and social obligations, he shall inform thecandidate / tenderer. As from the day following notification of the finding, the candidate / tenderer has a one-off period of 5 working days to provide proof of its regularization.
Optional exclusionary grounds:
1 where the contracting authority can demonstrate, by any appropriate means, that the candidate or tenderer has failed to fulfill the applicable obligations in the fieldsenvironmental, social and labor law;
2 where the candidate or tenderer is in a state of bankruptcy, liquidation, cessation of activities, judicial reorganization or has confessed to bankruptcy or is the subject of a procedure of liquidation or judicial reorganization, or in any analogous situation resulting from a procedure of the same nature existing in other regwhere the tenderer can demonstrate by any means whatsoever (see contract documents)
The DUME, by which the tenderer declares that he satisfies the following selection criteria:
1. Only for lot 1: when the candidate uses the capacity of other entities as part of the qualitative selection, it provides the commitment of these entities to put their moneyIt is available in the market. Each of these entities must complete a DUME.
The overall annual turnover of the candidate must be at least 2, 500, 000 EUR / year over the last 3 accounting years available.
Proof:
- access to the database of data the NBB via the Telemarc application over the last 3 years for Belgian candidates,
- for foreign candidates, providesimilar documents to the profit and loss accounts showing the total annual turnover from their country of origin.
2. Only for lot 2: when the candidate uses the capacity of other entities as part of the qualitative selection, it provides the commitment of these entities to put their means at its disposal in the context of the market. Each of these entities must fulfill aDUME.
The overall annual turnover of the candidate must be at least 1 000 000 EUR / year over the last 3 accounting years available.
Proof:
- access to the BNB database via the Telemarc application over the last 3 financial years for Belgian candidates,
- for foreign applicants, provide similar documents to the profit and loss accounts showing the turnover of gannual lobal emanating from their country of origin.
3. Only for lot 3: when the candidate uses the capacity of other entities as part of the qualitative selection, it provides the commitment of these entities to put their means at its disposal in the context of the market. Each of these entities must complete a DUME.
The overall annual turnover of the candidate must be at least 500, 000EUR / year over the last 3 financial years available.
Proof:
- access to the NBB database via the Telemarc application over the last 3 financial years for Belgian applicants,
- for foreign applicants, provide documents similar to the profit and loss accounts showing the annual total turnover from their country of origin.
4. Only for lot 4: when candidat makes use of the capacity of other entities within the framework of the qualitative selection, it provides the commitment of these entities to put their means at their disposal within the framework of the market. Each of these entities must complete a DUME.
The overall annual turnover of the candidate must be at least 500 000 EUR / year over the last 3 accounting years available.
Proof:
- access to the baseBNB data via the Telemarc application over the last 3 years for Belgian applicants,
- for foreign applicants, provide similar documents to the profit and loss accounts showing the total annual turnover from their country of origin .
Applications and offers can only be electronically entered on the e-tendering website https: // ete
Internet address (URL): www.infotec.be