IT services: consulting, software development, Internet and support

Tender description

Provision of technology supplies and/or services to support the Hull City Council Customer Enablement Programme. Lots are as follows: Lot 1 — Customer relationship management; Lot 2 — Digital platform for customer self service; Lot 3 — Integration — enterprise service bus; Lot 4 — Appointment/resource booking system; Lot 5 — Data warehouse; Lot 6 — Master data management; Lot 7 — Mobile working. Total value across all lots is estimated as a maximum of 10 000 000 GBP excluding VAT over 10 years including running costs. The Council wishes to explore both on-premise and cloud delivery models therefore it is not possible to give a split of estimated contract value between supplies and services at this stage. The authority reserves the right to award the contract for 1 or more lots on the 1st round of tenders submitted without negotiation. The authority also reserves the right to award only some, or none of the lots. Only operators responding to the expression of interest will be invited. This lot is for supply and installation of a Customer Relationship Management (CRM) system to help the Council manages interactions with its customers. It will replace the Council's legacy CRM. It will enable a more comprehensive single view of a customer for service staff, enabling more efficient customer service and delivering a more joined up customer experience. This will deliver efficiency savings, reduce manual processing and support future digital requirements. Further information is available in the expression of interest document on www.yortender.co.uk This lot is for supply and installation or provision of a customer portal that allows customers to access the council's services via digital channels. Further development of the customer portal will reduce face to face contact, increase process automation and deliver efficiencies for the council. Further information is available in the expression of interest document on: www.yortender.co.uk This lot is for supply and installation or provision of integration which will link the CRM and customer portal with selected key back office systems such as Liquid Logic Adults and Children, Confirm, Northgate Housing, Civica Council Tax and Benefits, and Civica Environmental Health. Further information is available in the expression of interest document on: www.yortender.co.uk This lot is intended to address the booking needs of the Council that are not already being met by other systems. The solution should enable the modernisation of business processes and provide improved service delivery by allowing customers and service staff to seamlessly book appointments online through an easy to use and aesthetic user interface. The system will provide for both internal use, and for access to services and resources for citizens and customers. It will provide a single access point for bookings made on behalf of members of the public by Front Office staff for a wide range of Council services and resources, and will provide Back Office staff with a single point of reference for bookings to facilitate the delivery of services. Further information is available in the expression of interest document on www.yortender.co.uk The council wishes to develop a customer data warehouse solution to act as a repository for key customer data and link data sets between different sources. This data warehouse will create efficiency savings and save money by enabling more accurate targeting of services to customers. As an example the capabilities of the solution should enable the council and its partners to better understand public sector demands and predict future customer demand trends in order to allocate joint resources appropriately. Further information is available in the expression of interest document on www.yortender.co.uk The council wishes to develop a customer Master Data Management (MDM) solution. It is envisaged this will enable the council to better manage customer data across the council in order increase service efficiencies and enable savings. At present there is no single master customer records at the council, with numerous customer records stored across different systems with no association between these records. The council's CRM system is also structured around property rather than customers which further limits the ability of the council to effectively manage customer relationships. Lack of effective customer data management impacts the extent to which the council can understand its customers and impacts efficiency by limiting the extent to which the council can resolve customer queries at 1st point of contact. This can lead to separate teams working on related cases in an isolated manner. Further information is available in the expression of interest document on www.yortender.co.uk This lot involves the provision of hardware devices to facilitate mobile working, for 3 areas of the Council: — Adults (enabled by Liquid Logic); — Children‘s (enabled by Liquid Logic); — Highway Services (enabled by Confirm). The software modules to support mobile working have already been procured by Hull City Council and this lot will provide the portable devices to support this mobile working. Device numbers will be confirmed in the tender documentation but it is estimated that this will likely involve the provision of up to 200 or 300 devices across the teams. Further information is available in the expression of interest document on www.yortender.co.uk