Customer Experience Platform Agile Delivery Team

Tender description

Why the Work is Being Done TfGM is looking to unify and automate the management of its customer’s relationships. Presently, interactions with customers are managed across a number of different Information Systems that are not linked together. There is no single view of the customer, their interactions with TfGM or history. Large initiatives such as the Devolution Programme including Bus Reform and SMART ticketing have stimulated debate on how we can meet customer needs, providing a first class experience. Devolution will increase the scale and scope of TfGM operations with an increase in expectations as the accountable body for providing coordinated high quality transport across GM. Problem to Be Solved Determine how TfGM can transform its business and become more customer focused, by obtaining more detailed intelligence that enables a deeper understanding of individual customer preferences, which can be used to target promotional activity and drive up patronage. Is there a user need for a CRM platform? And if so do we need to procure a new platform (Buy), develop our own (Build) or can we better leverage the existing IS platforms to meet the user needs (Reuse). Who Are the Users Users may be external customers and internal users. User requirements and stories to be developed as part of Discovery. Early Market Engagement Initial market sounding to help understand potential costs and timescales for Discovery and Alpha phases. As a result, we have broken down our outcomes against the different phases of the delivery. Discovery: prioritised list of user needs (functional and non-functional); prioritised list of user stories; list of stakeholders and services; broad scope for the whole project; list of features for a prototype to be delivered within the alpha stage; proposal of what products (Buy/Build/Reuse) could be built to meet the user needs. Alpha: working prototype(s) which can be demonstrated to the users and technically proves the proposed products; an architecture understanding of the integration with other systems; analysis of user needs research for the full product; user stories related to the overall customer journey; a plan and costs for the beta stage; a recommendation on whether to progress. Work Already Done We have previously developed a CRM Roadmap and have some High Level Business Requirements. Existing Team We are looking to put together a multi-disciplined team to deliver the Discovery and Alpha phases as a minimum. TfGM resources: Product Owner; Project Manager (for Project assurance and governance); PMO (for Assurance reporting). Expected resources required: Agile Deliver Manager/ Scrum Master; Agile Business Analyst; Digital Test Engineer; Principal Developer/ Architect; Senior Developer. We are happy for you to suggest an alternative for the Discovery and Alpha stages. Current Phase Not started Work Location Manchester City Centre Working Arrangments 4 week discovery and 10 week alpha envisaged. We are expecting the team to be onsite working alongside the PO and the users for the duration of the engagement. We will provide the desk space and internet connectivity, your resources must provide their own laptops. Working in an agile way is in its infancy at TfGM. We want to learn and grow into an organisation that is more knowledgeable about the agile way of working. To facilitate the transfer of knowledge between the external delivery team and the internal team, the TfGM Project Manager will ‘shadow’ the Agile Deliver Manager. Security Clearance Additional T&Cs Skills & Experience Demonstrable experience of proposed resources/delivery team delivering similar services and delivery roles for similar projects (1 page max) Demonstrable experience of proposed resources/delivery team delivering similar products (1 page max) Demonstrable experience of proposed resources/delivery team in CRM product evaluation (1 page max) Demonstrable experience of proposed resources/delivery team in successful agile delivery (from Discovery to Live), and an excellent understanding of Government Digital Standards and their design principles (1 page max) Demonstrable experience of proposed resources/delivery team in working with organisations with limited agile experience (1 page max) Ability to meet the defined project timescales and location identified Nice to Haves No. of Suppliers to Evaluate 4 Proposal Criteria Team structure, organisational make-up, and quality of work histories submitted (15%) Technical experience of proposed resources in the customer platform landscape, including experience of various CRM products, and other solutions that TfGM may be considered (including Build and Re-use options). (15%) Approach to delivery of the requirement, including establishing user needs, identifying the most appropriate solution (whether Buy/Build/Reuse), and delivering the outcomes in an agile manner (15%) Cultural Fit Criteria Ability of the proposed resources/delivery team in functioning and delivering with an organisation with limited agile experience, including knowledge transfer. (10%) Ability to work well with suppliers in the customer experience landscape without conflict of interest (5%) Ability to challenge the status quo in a constructive manner. (5%) Payment Approach Capped time and materials Assessment Method Written proposal Case study Work history Reference Presentation Evaluation Weighting Technical competence 45% Cultural fit 20% Price 35% Questions from Suppliers Budget range £230,000 - £250,000