Maintenance support and enhancements and/or changes to Ofwat's case management system

Tender description

Background The Water Services Regulation Authority (Ofwat) is the economic regulator of the privatised water and sewerage companies in England and Wales. Ofwat employs circa 160 staff, predominantly at a single location in Birmingham, with a smaller office in central London. For further information about the role of Ofwat, please see the website at www.ofwat.gov.uk. Case management is one of Ofwat’s key functions and will increase in future as we move to a greater reliance on risk based regulation and compliance. We also expect more case work as competitive markets develop across the sector over the coming years. Currently the casework team deal with a range of cases with their own specific processes on a daily basis. Introduction: Ofwat has recently rebuilt a case management system to support the management of casework, FOI requests and parliamentary enquiries, and has approximately 30 users. The system is delivered using Microsoft Dynamics 2011, and has required significant customisation to ensure that the workflow for each case type meets Ofwat’s requirements. The system also uses SharePoint 2010 to store documents relating to each case. The case management system is delivered on Ofwat’s virtualised server environment as follows:  Windows Server 2008 – Hyper V  Exchange Server 2010  Sharepoint 2010  MS SQL 2008  Office 2010 Summary of Requirements We are looking for a supplier with expertise in Microsoft Dynamics 2011 and case management systems to support and help enhance our case management system over a 12 months period. We are firstly looking for a support agreement with a supplier to give us the necessary external service support in case of operational failure. We are secondly looking for MS Dynamics 2011 development expertise to enhance and extend the current case management system functionality as and when required. It is anticipated that Ofwat would require between 10 and 15 days support on a call off basis.