Appeals Management Solution for the VTS

Tender description

Why the Work is Being Done Proposed legislation mandates the VTS have in place a solution that will enable it to manage appeals from 1st April 2017. The solution will have the ability to manage the appeal lifecycle from registration through to issuing a Tribunal decision. The solution should be flexible enough to allow different processes and procedures to be followed depending on the type of appeal being considered. The solution will need to process up to 100,000 appeals per annum with at least 50 concurrent users. The solution will meet all the necessary security standards and capable of following the governments ‘digital by default’ initiative. Problem to Be Solved The VTS does not currently have a system to manage appeals against the 2017 Non Domestic Rating list and requires a solution that will deliver end to end processing of non-domestic rating appeals. The system should be expandable to include other appeal types at a later date. The solution must be flexible and scale-able to meet future demands, including external interfaces / portals that will enable external stakeholders to input, view and mange appeals through their lifecycle. Who Are the Users As a member of VTS staff, I need to:- Input appeals, Review and update appeal records, manage enquiries, update appeal status, send notifications, manage hearing arrangements, manage workflows,write review and publish appeal decisions, peer review decisions, review decisions, publish anonymized decisions. As a senior user, I need to reinstate appeals, run and publish MIS and statistical reports. As an Administrator, I need to create new workflows, amend workflows, change user security groups, manage system parameters, enable appeal archiving, troubleshoot issues and undertake other administrative functions as required. Early Market Engagement We have discussed the procurement options with CCS. They have advised the procurement route as through Digital marketplace and we have verified that a pool of suppliers exist that could meet our requirements. Work Already Done Outline Business Case has been approved by VTS Board, We have met with other Government departments that have had similar challenges to ours and have obtained indicative costs and timelines of their solutions. Existing Team We have a small highly skilled IT team and Operations Director that will be working collaboratively with any supplier(s). VTS user groups are already in place to support the development process as required. Current Phase Discovery Work Location The Tribunal Service Head Office is in London with an additional office in Doncaster. It is anticipated that work will be undertaken off site, with any on site work being undertaken in our London office. Working Arrangments Work will be undertaken using an Agile approach and methodology including testing of the solution from Minimum Valuable Product (MVP) through Alpha to Public Beta and release into live service. This will allow users to assess, test and recommend improvements in each iteration and move towards a system that delivers a high level of user satisfaction, whilst offering a continuous improvement process. The VTS IT team must be actively involved throughout the design and configuration of the solution, to ensure full knowledge transfer. The solution and configuration must be fully documented and approved by the VTS. Security Clearance Suppliers must meet BPSS as a minimum. Additional T&Cs Skills & Experience have recent experience of delivering an end to end case management solution The supplier will be a current prime supplier and integrator of their chosen solution Provide a solution which is configureable for changing VTS needs have the ability to meet the challenging timescales provide details of 3 reference sites, at least 1 private and 1 public sector demonstrate previous successful similar undertakings Demonstrate experience in both Public and private sector delivering the recommended solution The supplier must detail any 3rd party products that comprise the solution The supplier will detail both Capital costs as well as ongoing costs Supplier must show transparent costs and charging structure Supplier to offer a clear value for money solution, including ROI, and TCO Demonstrate the solution meets current 'Official sensitive' standards must offer a presentation of the solution and how it meets the VTS requirements Supplier demonstates that the solution offers both ability to send emails with attachments as well as printing hard copies include up times of the solution that they are offering, along with costs The proposal encompasses all elements of the solution The suppier must be responsible for and manage all 3rd parties and be a single point of contact for the VTS The supplier must demonstrate that the project will be fully staffed from day one The supplier must accept that the VTS may look to other 3rd parties for ongoing support Nice to Haves Understand the particular issues facing a Tribunal service. demonstrate how they intend to empower VTS Administrative users demonstrate where they have previously streamlined business processes to remove the need to customise the supplier can demonstrate it can supply and support software as a service Undertake a complete 'check' pen test before going live, and resolve all high or medium issues found. can offer a live demonstration of their proposed solution. must be UK based and use UK based staff The suppliers experience with the Agile methodology The supplier offers a competitively priced solution that meets VTS budgets, both now and long term The supplier if recommending a solution must be a prime partner of that solution The solution should not rely on any additional LMS offer training courses on configuration that are readily available in the UK Must be a registered supplier on the digital marketplace Must be a registered supplier CRM supplier Provide user product training material No. of Suppliers to Evaluate 5 Proposal Criteria Solution will be in Public Beta by 01/04/2017 The solution is not bespoke and is an off the shelf solution provide the solution with minimal customisation Solution offers scalability Solution will demonstrate flexibility Solution should interface using recognised open standards XML JSON Solution should have long term product roadmap Support Resource pool should not be exclusive or above market price Meets accessibility standards Solution must easily accept feeds from external 3rd party products Demonstrate that the solution can effectively deal with exceptions to routines The VTS are not willing to host any solution (on Prem) The solution must be intuitive to use for novice users The solution should offer value for money The solution must have the ability to utilise email with attachments or printing to communicate with appellants Interface with MS office suite, Exchange and MS SharePoint Cultural Fit Criteria Completely buy in to complete knowledge transfer to VTS staff Take responsibly for on time and fit for purpose delivery Take responsibility for their own and 3rd parties work Make decisions collaboratively with the VTS Have a can do attitude and will do attitude having a extensive knowledge of all 3rd party applications and plugs in to defined solution Challenge the staus quo Offer simple solutions for simple tasks. Payment Approach Capped time and materials Assessment Method Written proposal Case study Work history Reference Presentation Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers Budget range