Platform for managing and sending bulk electronic communications

Summary

The procurement is for the right to use a cloud-based software-as-a-service (SaaS) platform for managing and sending bulk electronic communications for the Fundación General de la Universidad Complutense de Madrid. The platform must manage and automate personalised email and SMS campaigns and create landing pages for contact capture and event registration. It must support two-way contact-data synchronisation through an API, automated handling of opt-outs and bounced messages, campaign analytics and exportable reports. The minimum volume is 900,000 emails per year. Pricing must be based on the volume of messages sent, not on the number of contacts stored in the database. The supplier must provide technical support, strategic advice and training, and appoint a dedicated account manager. Annual service availability must be at least 99.5%. The initial contract term is 24 months, with a possible further 24-month extension, for a maximum total of 48 months. The budget ceiling for the initial two years is EUR 5,500 excluding VAT, or EUR 6,655 including 21% VAT; bids must not exceed it. Price accounts for 85% of the score, an improved response time for critical incidents for 10%, and free additional message capacity for 5%. The standard response time for a critical incident is no more than 120 minutes; shorter response times score more points, and any additional free messages are added to the minimum annual volume of 900,000 emails. The bidder must meet data-protection and information-security requirements and provide the required evidence of compliance with the national security scheme (ENS). The bid and required declarations must be submitted electronically.