This opportunity is closed for applications

The deadline was Wednesday 25 March 2020
General Pharmaceutical Council (GPhC)

Microsoft Dynamics Platform Support Development Document

8 Incomplete applications

6 SME, 2 large

18 Completed applications

14 SME, 4 large

Important dates

Wednesday 11 March 2020
Deadline for asking questions
Wednesday 18 March 2020 at 11:59pm GMT
Closing date for applications
Wednesday 25 March 2020 at 11:59pm GMT


Summary of the work
On-premises Dynamics CRM 2013 solution is used for:

• Maintain a register of all our Pharmacists, all our Pharmacy Technicians and Pharmacy Owners
• Manage all our Fitness to Practice cases
• Maintain a list of all our Key Stakeholders
Latest start date
Monday 27 July 2020
Expected contract length
Organisation the work is for
General Pharmaceutical Council (GPhC)
Budget range

About the work

Why the work is being done
The current contract for this work expires later this year and the GPhC are seeking a provider for the services for up to the next four (4) years - initial contract period of two (2) years with option to extend for up to a further two (2) years by means of two (2) x one (1) year extension(s).
Problem to be solved
There are no current system problems.
We are seeking a provider to -
Provide technical support for the CRM environment (the environment not only includes CRM but also all interfaces and certain technologies that are required to support CRM business functionality).
Have a capacity to develop and make changes and
To development/consultancy resource to deliver the business portfolio of work (projects) including migrating our on-premises application onto an Azure IaaS Environment.
Who the users are and what they need to do
We use our on-premises Dynamics CRM 2013 solution for the following key Business functions:

• Maintain a register of all our Pharmacists
• Maintain a register of all our Pharmacy Technicians
• Maintain a register of all our Pharmacy Owners
• Manage all our Fitness to Practice cases
• Maintain a list of all our Key Stakeholders

We developed the solution using a third party Partner and implemented the first phase in 2015. We continue to roll out additional small changes and enhance the systems as per our business requirements and are scheduled to upgrade the software in late 2020. We currently have approximately 200 internal users who access the tool via a browser client either onsite or via a VPN connection.
Early market engagement
Any work that’s already been done
Existing team
The GPhC have an in-house team of IT staff, managed by a Business System Lead who will manage the relationship with the provider.
Current phase

Work setup

Address where the work will take place
Level 26
25 Canada Square
E14 5LQ
Working arrangements
More information is available to potential suppliers expressing an interest in this work.
Security clearance

Additional information

Additional terms and conditions

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Essential skills and experience
  • Dynamics CRM 2013 on-premises Technical Knowledge
  • System Development experience
  • System Support experience
  • Project Delivery experience
Nice-to-have skills and experience
  • Scribe Technical Skills
  • Invenso – Xpertdoc Technical Skills
  • SharePoint 2013 and online Technical Skills
  • Microsoft Active Directory Technical Skills
  • Azure Technical Skills
  • Service Bus Knowledge

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • Details on how system knowledge is transferred
  • Details on Support Approach
  • Details on managing and delivering Change Requests
  • Details on managing and delivering Projects
  • Details on costing for the above services
Cultural fit criteria
  • Work as an extension of internal team
  • Have the ability to clearly communicate to all member of internal staff
  • Build a good relationship with colleagues in the internal IT team
  • Have a can do attitude and a positive approach
Payment approach
Time and materials
Additional assessment methods
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. How many people are you hoping to have on the team?
The GPhC expect potential partners to provide the right resourcing to meet our requirements.
2. Is there an incumbent in place?
3. How do we express an interest in order to obtain more information?
Please click on the link below and scroll to the bottom of the page.
There you will see the tab – Apply for this opportunity
By clicking this tab your application will be received by the Buyer who will then provide more information
4. Can you please advise the budget for this project?
The GPhC are unable to advise on the budget available for this work.
Your bid should be as competitive as possible and will be assessed on total cost and capability.
5. What security clearance is required for this contract?
Security clearance is not required for this contract
6. What is the daily rate? Is this role Inside or Outside IR35?
The GPhC is seeking a partner organisation not a contractor role
7. Can you advise on and indicative budget for the service, number of active users and typical throughout/number of transactions per month. If indicative budget cannot be provided, average no of support tickets per month and average time to resolve
There are around 200 active users. The GPhC currently receive on average 15-25 incidents per month relating to the CRM platform and currently allocate internal resource for approx. 1-2 days per week in total to provide system support.
8. What is the current layout of the internal IT team you have at the moment?
Please see document of full requirements available via the link below
9. There is a document within the PDF labelled CRM Environment
Architecture.docx. Could you arrange access to this document please?
This document is now available in pdf form and can be found at the link below
10. Does the General Pharmaceutical Council (GPhC) have access to up to date source code for the development changes previously made?
The GPhC use Azure Devops for source control. In terms of history, the incumbent supplier has provided source code to us in a file share which doesn’t have any history of changes. GPhC CRM dev team follow source control check in process, so we have a history of latter changes implemented internally.
11. Can we have more details relating to the interfaces and other technologies? As the tender states “Provide technical support for the CRM environment (the environment not only includes CRM but also all interfaces and certain technologies that are required to support CRM business functionality”
The interfaces are set out in appendix 1 of the RFQ which can be accessed at the link below
12. There are 2 WORD documents embedded in the PDF that we are unable to open, could we get copies of these please? (CRM Environment Architecture and Applications Function)
Please see hyperlink in Q9 above
13. Could you confirm this notice is still open, the link for further information takes you through to the Microsoft Dynamics Platform Support Development notice which has been closed.
The GPhC can confirm that this notice is still open until March 25th 2020
Please follow link below
14. We note that GPhC are scheduled to upgrade the software in late 2020. Will this be undertaken internally by GPhC or by an already contracted partner or expected to be undertaken by the supplier selected through this procurement?
Upgrade activities would be done in combination with internal staff and the new Partner.