The British Library is seeking an outsource partner to help with the support and ongoing development of its Dynamics CRM system. Currently, all support is provided by in house staff, and the intention is to reduce the Library’s dependency on these staff as well as gaining access to a wider knowledge base.
The Library expects there will be two aspects to the contract:
1 Help Desk service for resolving technical issues and queries
2 Professional services / consultancy for support and assistance
The Help Desk service should be available on working days between 8am to 6pm UK time, with an option for 24/7 availability. It is expected that this service will be subject to an SLA which will define the service offering, including the categories of queries and expected response times.
It is anticipated that the professional services / consultancy element will be used for a wide range of assistance, including knowledge transfer, guidance on CRM developments, and advice on future projects and on how the Library can maximise the benefit from CRM. Unlike with the Help Desk service, it is expected that this element will have a restricted amount of time available. As an initial allowance, it is estimated that 24 days of consultancy will be required per year, with a flexible call off arrangement.
Our aim is to procure a support contract for a period of 4 years, with an annual review. The Library is currently budgeting in the region of £190K for the 4 year contract, which also includes any one off evaluation services for the setup of the contract.
Suppliers shortlisted on the basis of their responses to this PQQ will receive the ITT for provision of the Dynamics CRM Support Contract. The selected suppliers must be able to demonstrate a proven track record of successful delivery and provide excellent value for money. It is our intention to invite around 5 of the highest scoring successful PQQ submissions to ITT