Customer Experience Platform Agile Delivery Team

Tender description

Summary of the work TfGM is looking to unify and automate the management of its customer’s relationships. We’re looking for a supplier to assist us in running the Discovery and Alpha stages of the project as a minimum, bringing in a number of experienced resources to supplement an existing TfGM team. Latest start date Monday 25 September 2017 Budget Range £230,000 - £250,000 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 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 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. 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 Evaluation Weighting Technical competence 45% Cultural fit 20% Price 35% Questions from Suppliers 1. Are you looking for one supplier to provide the development AND testing, or would you consider an Independent Software Testing specialist? We are looking for a supplier to assist in running a discovery and alpha stages of the delivery and we want one supplier to run these. If as an Independent Software Testing specialist you can provide this then please submit your proposal. 2. Are we right to assume that, as mandated by the DOS framework, we have a maximum of 100 words to demonstrate the requested essential skills and experience, rather than 1 page? The 1 page limit was in error. Please conform to the 100 word count as prescribed by CCS. 3. Can you please provide further information as to your distinction between "similar services" and "similar products", as stated in the first two experience criteria? The "service" experience refers to the service you will provide TfGM (i.e. experience in delivering a successful disc+alpha for a similar type organisation/requirement).The "product" experience listed in the second experience criteria refers to the resource experience and capability in the Customer Experience Platform product landscape (i.e. experience of CRM products, as well as any 'reuse' options available). 4. Can you please send the RFP document ASAP? As this is only the shortlisting stage of DOS, pricing is not evaluated at this stage. Guidance in relation to the roles we might expect to undertake the requirement, as well as the commercial model, have been provided in the RfS (noting that the suppliers may suggest alternate roles and team make-up). An example of the method for capturing the relevant pricing information can be found at the following link, however please note that this is an example only, and the final RfP for shortlisted suppliers will be sent out following shortlisting. Example Pricing Sheet: https://tfgmserverteamoutlook-my.sharepoint.com/personal/andy_ling_tfgm_com/_layouts/15/guestaccess.aspx?docid=0f46c48489aae4a93b9bf0fd17b3a4058&authkey=AcQWvnquPBY9x4pFEUa6ciI 5. The experience and capability questions state a 1 page max for responses, but the portal only allow for 100 words in the response boxes. Please advise on how you would like the responses structured. The 1 page limit was in error. Please conform to the 100 word count as prescribed by CCS. 6. Can you please outline the timescale for this process and when you expect to notify the successful supplier? Shortlisting complete: 28 July 2017Written Proposal Deadline: 04 August 2017 Interviews/Presentation Dates: 15/16 August 2017Preferred supplier identified: 17 August 2017Formal award/contract signing: by 25 September 2017Please note that these are estimated timescales and TfGM reserves the right to change these. 7. Please can you supply a copy of the IT Landscape showing the different information systems currently in place and being considered for enhancement or replacement Currently we are open mined on the systems being considered for enhancement or replacement, and we want to run the discovery to understand the user needs rather than focus on existing systems within the current IT landscape. 8. Please can you clarify which platforms are currently being consider for the Customer experience platform Currently we are open mined on any new platform, we want to run the discovery to understand the user needs rather than focus on potential technology solutions. 9. Under 'any work that's already been done', it is stated 'We have previously developed a CRM Roadmap and have some High Level Business Requirements.' Is TfGM able to share this information to suppliers in order to inform proposals? This information will be shared to the shortlisted suppliers as part of Stage 2 of the DOS process. However we want to run the discovery to understand the user needs rather than validate the work completed to date. 10. Can TfGM please share the expected procurement timelines? Ie. When suppliers will be shortlisted, proposal due date, presentation date etc. Shortlisting complete: 28 July 2017Written Proposal Deadline: 04 August 2017 Interviews/Presentation Dates: 15/16 August 2017Preferred supplier identified: 17 August 2017Formal award/contract signing: by 25 September 2017Please note that these are estimated timescales and TfGM reserves the right to change these. 11. Based on the statement of discovery with an ultimate goal of deciding to either buy, build or reuse. Can you provide any detail around the systems eligible for reuse? Not at the moment, as we are unsure which systems could be eligible for reuse, until we have run the discovery. 12. Can you outline the types of systems and technologies that will need to be integrated into the customer experience platform? Not at the moment, we want to run the discovery to understand the user needs rather than focus on potential integrations. 13. It is stated that high level business requirements have already been completed. Is there any intention to release these to suppliers during the shortlist stage? Yes, shortlisted suppliers will obtain further information regarding the work completed to date. 14. In regards to the 4 week discovery and 10 week alpha development, can you shed any light on how these time scales were calculated? In addition will there be any downtime between discovery and delivery? The duration was calculated around two main factors 1) the funding available to run the discovery and alpha and 2) our experience of running similar exercises (with different resources within the organisation). At this time we expect discovery and alpha to be completed with little or no downtime. 15. Can you clarify in regards to team experience whether the expertise needs to be within the transport sector or just of a project of a similar size? A project of a similar size with similar requirements would be acceptable and, if the experience is relevant, would not count as a fail against the scoring criteria, however relevant experience within the transport or public sector landscape would be preferred. 16. You ask to demonstrate experience in regards to working with resources with limited agile experience. Can you provide more detail on the resources in question so we can be aware of any need for knowledge transfer back to TfGM? The resources in question are familiar in traditional waterfall delivery methods, not agile. We are looking for the supplier to help educate and mentor the TfGM resources so we are setup for success in future projects. 17. Has there been any user research conducted by TfGM in regards to this project, or will research be conducted during the discovery phase? No user research has been conducted to date, we are looking for this to be part of the discovery and alpha stages of the engagement. 18. As the outcome of the discovery will stipulate the explicit technology used in the alpha phase, we won’t know exactly what resources will be needed until we reach this stage. Is it acceptable for us to provide a more general resource experience profile for the delivery that will then be more specific once the discovery phase is completed? The resources submitted by any shortlisted organisation must be able to meet the requirements stipulated in the information provided by TfGM, and will be scored against this. Rates for the various roles will also be required as part of the capped price breakdown. The Delivery Team will also be required to attend a presentation and interview.However TfGM will accept previous experience/CVs from multiple resources within the proposed Delivery Team. 19. Evaluation Weighting - Will these weightings will be applied to the responses we submit in this phase? Stage 1 (shortlisting) will be completed against the Essential Skills and Experience Criteria. The weighted evaluation criteria for the Proposal Criteria, Cultural Fit criteria, and Payment Approach criteria will be applied to the shortlisted suppliers at Stage 2 evaluation. 20. Can we clarify who the customer is? E.g does the definition include partners providing travel services as well as consumers of those services? Customers for TfGM is a wide-ranging term – not just public transport passengers. Also motorists, lorry drivers, cyclists, pedestrians, other travellers or other stakeholders (e.g. MPs) and colleagues as well – internal customers. 21. Do you envisage a need to integrate with third parties such as train companies, to share customer data? We do not want to pre-empt the outputs of discovery. However some of our current customer data including queries and complaints, is currently captured by a third party provider (our Metrolink operator) therefore this is something we would likely want exploring in discovery and alpha. 22. When you talk about CRM product evaluation, are you including the build, buy, reuse evaluation within that? Yes. The Provider must have demonstrable experience and expertise in evaluating available products against the outputs of discovery, as well as experience in assessing build/buy/reuse options to deliver a successful outcome. Currently we do not understand the user needs so cannot comment if a CRM platform is needed. After the discovery you may find that we could reuse or enhance some of the existing platforms to meet the user needs. But we want to run the discovery as open minded as possible to ensure the right outcome, rather than be influenced by technology platforms. 23. In the context of ‘successful agile delivery’, what does success look like? This would be a solid Minimum Viable Product delivered after the alpha stage that could be showcased and used to help justify the full funding for the beta stages of a full Customer Engagement platform. The MVP would have been delivered in an agile manner, onsite in Manchester with the supplier working with TfGM resources in a cross functional team with a common aim. 24. Can you provide any detail on the types of systems you wish to automate and unify? Examples of types of software and systems/technology would be helpful. Currently TfGM does not have any sophisticated Customer Relationship Management software to give a “single view of the customer” (basic SAP software is utilised by the customer relations team to manage customer relations). Significant time is spent trying to join information together to accurately respond to customer queries, feedback and FOI requests as information is held in various ‘stand-alone’ information systems making it difficult to serve customers in a joined up and integrated way. Aspire to connect the customer from initial contact through the journey to their feedback.