Reference checks for CMS bidders #

This page is for the procurement officer or panel member who checks the references a bidder gives. It explains how to ask for references in a tender, how to run a call, which questions bring out facts about an Exponential project, and how to keep the contact data of references safe. It gives no references itself: the Exponential documentation publishes no list of public-sector customers, and you should only rely on references the bidder supplies and you verify.

Contents #

1. Asking for references in the tender
2. How bidders obtain references
3. Running a reference call
4. Questions for an Exponential project
5. Checking what you can check yourself
6. Personal data of reference contacts
7. Recording the result

Asking for references in the tender #

Provide <n> references for projects comparable in <scope, size, sector> completed in the last <n> years.
For each reference give: organization, project scope, period, the product and version used, the bidder's role,
a contact who agreed to be called (role, e-mail, phone), and the public address of the site if it is public.
We may contact any reference. References from the bidder's own group or staff are not accepted.

State in the tender how references are used: as a pass/fail check of experience, or as a scored criterion. Many procurement rules allow references only for the selection of bidders (their capacity), not for scoring the offer; check yours.

How bidders obtain references #

Partners of the Exponential program are told to ask customers for each level of permission separately - being named, logo, quote, reference calls, case study - and to respect a customer who withdraws (Customer references). So:

• A named customer is not automatically a reference you may call; the bidder must confirm the contact agreed.
• A reference may limit the number of calls per year; schedule yours early.

Running a reference call #

1. Agree a time by e-mail; say it takes about 30 minutes and which topics you will cover.
2. Ask the same questions to every reference of every bidder.
3. Ask for facts and examples: "What happened when ...?" rather than "Were you satisfied?".
4. Take notes of facts only; read the key points back at the end.
5. Thank the contact; do not share their answers with the bidder beyond what your rules require.

Questions for an Exponential project #

Checking what you can check yourself #

• Public site: if the reference site is public, look at it with the keyboard only and at 200% zoom; check whether it publishes an accessibility statement.
• Version: ask the reference to read it from Setup > System information (System information) rather than relying on the bidder.
• Partner status: if the bidder claims to be an Exponential partner at a given level, check it where the program publishes partners (Partner directories).
• Certifications: the program names certifications for Silver level and above (Certifications); ask the bidder for proof.

Personal data of reference contacts #

The names, phone numbers and e-mail addresses of reference contacts are personal data. Keep them in the tender file only, share them only with the panel, and delete them when your retention rules say. Do not copy them into evaluation reports; use "Reference 1 of bidder A".

Recording the result #

Bidder <A>   Reference <1>   Called on <date> by <evaluator initials>
Scope and version confirmed: yes / no / partly
Facts recorded per topic: <...>
Concerns: <facts only>
Outcome (per tender rules): pass / fail / score <n>

Related pages #

• Evaluation: overview
• Procurement: overview
• Partners: customer references
• Free documentation: this page is free to copy, translate and improve under the GNU FDL 1.3.