MS Dynamics 365 CRM Implementation for Brent Council Housing Dept and Ongoing Council Wide Support

Tender description

Summary of the work A project for Brent Council, requiring a supplier to: Implement, configure and develop Microsoft Dynamics 365 CRM for Housing Operations. Support the Council in building its own internal Microsoft Dynamics 365 CRM capacity and capability. Supply Microsoft Dynamics 365 CRM specialists to develop solutions for other parts of the Council. Expected Contract Length 2 years Latest start date Monday 16 October 2017 Why the Work is Being Done Brent Council has made the strategic decision to move to Microsoft Dynamics 365 for its future CRM requirements. It has an immediate need to implement a CRM solution for its Housing Operations department and will be using this department as its first implementation of the technology. The Council also plans to implement the solution more widely and in order to do so requires in house capacity to be built, and MS Dynamics 365 CRM specialists to be provided. The Housing implementation and capacity building must be completed by June 2018, and ongoing Council-wide support provided until Sept 2019. Problem to Be Solved The Council is seeking to improve the services it delivers to its tenants and wider community. It wishes to create a more integrated, efficient and responsive housing services to support its customers, and it wishes the Brent community to experience a more contemporary, joined up customer service. If these days you can track a parcel, why can't you track a repair man? Brent also wishes to have in house capability and capacity in the development of Microsoft Dynamics 365 so that the system can be implemented more widely and supported on an ongoing basis. Who Are the Users As a tenant/leaseholder, I need to receive Housing services in a timely and efficient way, be kept informed of progress and/or delays and know when my query will be fully resolved and give feedback As a user of wider council services, I need to be able to interact with the Council online, easily and efficiently with confidence that things will get done. As a member of staff, I need to be able to improve customer service delivery and increase my productivity. As a manager I need to encourage customer channel shift so that my service can run more efficiently. Existing Team Stakeholders from Housing Operations and Digital Services. Sponsors of the Council’s recently approved Digital Strategy. Also stakeholders from Customer Services and wider areas of the Council in the later stages of the project. Current Phase Discovery Skills & Experience • Have proven experience of supporting the digital transformation of local government including housing services • Have a track record in designing and delivering Microsoft Dynamics platform and integrated data architecture • Have an understanding of platform development including development of UI led web portals, and staging environments • Have demonstrable experience of working with Agile methodologies in joint teams and ability to build capacity • Have experience with similar organisations to Brent Council in implementation of CRM as joint and as individual projects, where the CRM elements were the key part of a major project. Nice to Haves • Have a track record in designing and delivering Microsoft Dynamics 365 in a relevant housing services environment • Have a track record in designing and delivering Microsoft Dynamics 365 in a local government environment • Have proven experience of providing long term support for Microsoft Dynamics 365 CRM Work Location Brent Civic Centre, Engineers Way, Wembley, HA9 0FJ, or at supplier premises where relevant. Working Arrangments Work to be carried out at Brent Civic Centre, Engineers Way, Wembley, HA9 0FJ, or at supplier premises where relevant. Expenses to be included in pricing. Additional T&Cs As a London Living Wage accredited organisation, Brent Council will require a contractual commitment to the payment of this. No. of Suppliers to Evaluate 6 Proposal Criteria • Track record in designing and delivering Microsoft Dynamics platform and integrated data architecture, showing benefits and outcomes (2%) • Demonstrable experience of working with Agile methodologies in joint teams and ability to build capacity, showing benefits and outcomes (1%) • Track record in designing and delivering Microsoft Dynamics 365 in a relevant housing services environment, showing benefits and outcomes (1%) • Example processes (10%) • Delivery approach for Housing: Programming and project plan (1%) • Delivery approach for Housing: Engagement (1%) • Delivery approach for building Brent Council capability: Engagement (1%) • Delivery approach for building Brent Council capability: Recruitment and training (5%) • Delivery approach for supply of specialists for other Council departments (1%) • Resource plan (2%) • Commissioning: System (2%) • Commissioning: Training and Change Management (2%) • Approach to account management and problem management (1%) Cultural Fit Criteria • Working within a programme and project delivery culture (1%) • Delivery to timescales in a planned and managed manner (1%) • Project Governance (1%) • Collaborative decision making (1%) • Co-working with internal resources with our organisation and other suppliers (3%) • Shares knowledge and experience with other team members to build capacity (3%) Payment Approach Fixed price Evaluation Weighting Technical competence 30% Cultural fit 10% Price 60% Questions from Suppliers 1. Can you point us to or share your recently approved Digital Strategy? This was approved at Brent's June Cabinet, and can be found here, at item 22: http://democracy.brent.gov.uk/ieListDocuments.aspx?CId=455&MId=3222 2. What is your current in house experience of D365? We do not have any. 3. What is the core Housing line of business application? They will be identified in the full specification to those that are shortlisted. 4. What is the budget? We are not proposing to disclose the exact budget for this programme of work at this stage, beyond the information that can be found in the Cabinet report referred to is answer 1. above. 5. Will current housing processes be redesigned ahead? The revised processes will form a part of this work. 6. Who is the sponsor? The Director of Transformation. 7. What is the plan for further roll out? Following Housing the roll out will take place across other Council departments, however this tender is for housing and capability building rather than any other departments. 8. Is this part of a larger transformation? Yes, it forms the first Dynamics 365 implementation as part of a council wide transformation. 9. Number of integrations anticipated with D365? Approximately 12. 10. What is the current integration technology in the ICT estate? Supplier provided API's built into existing legacy applications.