Sovereign - Customer Portal

Tender description

Why the Work is Being Done Sovereign is transforming the way it interacts with it's customers, by providing greater capabilities online and a better customer journey. Sovereign recently merged with Spectrum to form the entity Sovereign. Both Sovereign and Spectrum currently offer online portals (MySovereign and MySpectrum) and due to this merger we need to create one customer portal. The new customer portal initial Go-Live date will be in September 2017 with defined functionality. A series of iterative releases, enhancing the portal's functionality will then follow from October 2017 through to December 2018. Problem to Be Solved The customer journey at the moment is not as enhanced and as seamless as Sovereign would like and through this project we want to make this experience better (specifically for the digital customer journey).Following an impact assessment, Sovereign has identified it wishes to procure a new single customer Portal. The initial go-live will need to enable customers to complete the same transactions as they do today with further development being on a continuous and iterative process, to provide customers richer online capabilities. Who Are the Users As a Sovereign Customer I need to interact with Sovereign digitally via a Customer Portal So that I can fulfil my customer needs online (including but not limited to; pay my rent, book a repair etc) As a Portal Administrator I need to be able to manage the content, performance and robustness of the portal So that I can develop the portal to meet the needs of our customers and achieve business benefits. As a Sovereign frontline employee I need to manage interactions with customers via the Portal So that I can deliver great customer service. Early Market Engagement Early supplier engagement meetings have taken place and the outcome of the discussions was that we identified Kentico or Sitecore can meet our (CMS) needs. We are willing however to consider alternative comparable products. Work Already Done The majority of Sovereign's customer journeys have been identified. We have commenced design of the integration layer we will use to interface the Portal with other business systems. We have developed a data driven customer segmentation model with key customer profiles. We have developed a Customer Framework which sets out our future ambitions. Existing Team The supplier will predominantly work with our internal project team. Key members include Housing Integration Lead, Business Subject Matter Experts, IT, Communications, Marketing, Procurement, Business Analyst and Project Manager. Current Phase Discovery Work Location Sovereign Housing Woodlands 90 Bartholomew Street Newbury Berkshire RG14 5EE. Spectrum House Grange Road Christchurch Dorset BH23 4GE. Working Arrangments Sovereign's preferred project methodology for delivery of this project is Agile (scrum) using sprint planning & retro (ideally onsite) and daily stand up's. Sovereign expects a collaborative approach to delivery with daily contact. Knowledge and skills transfer is also a key requirement. All expenses must be included in the price. Security Clearance Additional T&Cs Skills & Experience Experience of incorporating existing customer segmentation models. (2%) Experience of delivering front end design within existing brand parameters. (3%) Demonstrable experience of successfully delivering projects with similar scope using agile (scrum) methodology. (4%) Experience working collaboratively with internal teams, who may have limited agile development experience. The supplier is required to actively participate/lead some of the workshops followed by onsite/offsite iterative development.(4%) Experience of interpreting analytics and management information to optimise customer experience and critically to enhance Sovereign's effectiveness in this area. (3%) Demonstrable technical capability in relation to relevant CMS technologies. (4%) Experience of developing mobile first solutions, including with apps for IOS and Android. (3%) Ability to adopt a flexible and scalable resourcing and delivery model that assures the project is effectively resourced in a way that enables us to meet our timescales. (4%) Experience supporting the business change process and digital transformation. Including upskilling to ensure the effectiveness of the customer journey experience is truly understood and owned by the business owner. (4%) A key point of contact who will take accountability for ensuring successful project delivery and relationship management. (3%) Relevant technical expertise (including ASP.net, HTML, Java script, accessibility standard 'W3C AA' and secure coding standards) and evidence of applicable technical qualifications/accreditations. (4%) Experience of system integration including design and development eg REST, SOAP methodologies. (3%) Experience of developing and delivering training to all key users. (3%) Experience of performance optimisation to drive continuous improvement of CMS solution (within a cloud environment). (3%) Demonstrable experience in data compliance and security including an understanding of applying the General Data Protection Regulation (GDPR Regulation (EU) 2016/679). (3%) Nice to Haves Experience of a broad range of sectors is desirable. Preferably this will include housing. (1%) Is a Kentico or Sitecore partner and can demonstrate relevant development certification. (1%) Experience deploying into Microsoft Azure. (1%) Experience integrating into Microsoft Dynamics. (1%) Experience integrating into Document Management solutions, to retrieve and display customer documentation within the CMS eg Docuware, SharePoint. (1%) No. of Suppliers to Evaluate 6 Proposal Criteria How your recommended CMS platform meets our needs, including hosting. (5%) Solution meets our high level functionality. (5%) Approach and methodology. (5%) Approach to upskilling users. (5%) Approach to knowledge transfer. (3%) Proposed team structure. (3%) Approach to development. (3%) Project plan. (4%) Key risks (including mitigation), issues, dependencies and assumptions. (4%) Incorporate existing segmentation data in to your approach and experience of building online behavioural insight into customer segmentation models. (3%) Brand guidelines. (2%) Transition existing MySovereign and MySpectrum users onto Sovereign's new Customer Portal, Maximising conversions between platform. (3%) Cultural Fit Criteria Please give examples on how you've actively shared knowledge, building the capability and future sustainability of your client. (20%) Please give examples on your collaborative approach when working with clients, including how you make decisions. (20%) Please describe how you will work as a team with our organisation and other suppliers. (15%) Please describe your organisational values and behaviours and how they will fit with Sovereign's Values. (15%) Please provide examples of where you have worked with organisations to challenge current thinking? What was the end result. (15%) Please describe how you achieve an effective working relationship, overcoming differences in approach where they may arise. (15%) Payment Approach Fixed price Assessment Method Written proposal Case study Work history Reference Presentation Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers Budget range