Software package and information systems

Tender description

Bolton at Home requires a customer access solution that will consist of closely integrated customer relationship management (CRM) and electronic document and records management (EDRMS) software. This solution will support key objectives such as: — Providing a single view of the customer to enable more effective service delivery; — Achieve first time service fulfilment; — Enable channel shift and helping customers to self serve where appropriate and effective; — Provide the means by which BH staff can work effectively either in the office or via a mobile device; — Reduce costs by eradicating paper files and storage; The core CRM requirements include: — Support multi-channel access; — Integrate with BH contact centre technology; — Provide a robust and configurable customer database; — Initiate and track service requests; — Provide self service functionality including various levels of authentication; — Effective case management functionality; — Effective work-flow, including configurable triggers and alerts; — Robust ‘out of the box’ reporting; — Being able to integrate with systems normally evident in the housing and public sector; — Full audit and security model capabilities; The core EDRMS requirements include: — Effective content management controls; — Detailed content capture capabilities; — Robust processes for disposal and distribution of documents; — Effective and compliant structure and meta-data functionality; — Robust audit and security model; — Effective work-flow processes that work alongside those in the CRM component of the solution; — Effective ‘out of the box’ reporting; BH will also require back scanning of documents. Social Value It is intended that this project will also contribute to achieving Bolton at Home's social value objectives, including Transforming Estates. Accordingly, the successful contractor will be required to actively participate in achieving these objectives and contract performance conditions may relate to social and environmental considerations. The contractor's technical capability to meet these requirements may also be assessed at the pre-qualification stage. Further details will be provided in the Pre-Qualifying Questionnaire.