Design & Build Customer Portal for Clarion Housing Group

Tender description

Why the Work is Being Done Clarion Housing Group (CHG) is currently going through a transformation ERP programme to develop new platforms, processes and ways of working. Aligning to its digital first strategy, Clarion needs to build a new online residents portal that integrates with Microsoft D365 CRM & AX to allow residents self-service functionality such as viewing rent statements, making payments, and requesting a repair. There are three phases, aligned to the larger programme: Phase 1 - replacement of the current ex-Affinity Sutton online Portal Phase 2 - replacement of the current ex-Circle online Portal Phase 3 - all additional requirements and enhancements completed Problem to Be Solved Residents need a wider range of seamless online self serve options, on a single platform, to allow them to choose to engage with us on their channel of choice, reducing calls to the customer contact centre and allowing the contact centre to deal with matters where the phone channel can add value. The new portal will also address the issue of two separate housing associations with different ways of working and systems, and allow alignment of services and offerings. It will need to offer a multi channel, single customer view to allow better communication. Who Are the Users Clarion Housing Group residents need to log on to an authenticated area Quick self serve and manage resident housing needs online Clarion Housing Group residents need to receive relevant information and updates at the right time and be kept informed of local incidents and news, and keep on top of their account and payments Clarion Housing Group Digital Internal Team need to be able to manage content and publishing of information on a secure online portal to enable residents to have access to relevant tailored information in the right place at the right time Early Market Engagement Initial early market engagement with an agency has taken place to assess technology options, high level costs and project approach Work Already Done > Initial requirement scoping has taken place including development of some user story boards. > High level requirements are in process of being validated with senior stakeholders. > Digital brand guidelines are being developed for use on the portal design. Existing Team Internal PM and BA Digital team lead and representatives Director of Customer services (sponsor) ERP programme team business lead ERP programme team lead architect ERP programme director There will also be requirement to work with other third parties including Hitachi and a CMS provider Current Phase Discovery Work Location London (various offices). Some travel to Norwich and Kent may be required. Working Arrangments It is expected that the supplier's team will partner and work closely with CHG, mainly onsite but this may vary depending on the project phase. There is an expectation for weekly meetings with the CHG project team and daily meetings may be required during sprints. Close working between multiple teams and vendors will be required particularly for technical implementation, integration activities and testing. Security Clearance no security clearance is required Must adhere to Clarion Data Protection requirements. Additional T&Cs none Skills & Experience Extensive experience designing online solutions for multiple audiences and industries for large organisations, to include successfully launched mobile apps (on iTunes and Google play), responsive websites, ecommerce and authenticated solutions Design methodology that follows user centric and mobile first design principles, reflected in portfolio of work Extensive experience designing digital services for various different industry sectors including private and public Extensive experience developing online solutions on different CMS platforms Experience integrating and working with Microsoft Dynamics Platforms building near real-time interfaces Experience of delivering successful discovery outcomes Experience of carrying out user research, using digital tools where appropriate Experience working with an Agile Project environment involving clients Experience using rapid prototyping on digital projects Understanding of non-functional requirements and experience of building these into a web project i.e. usability, security, accessibility, interoperability, reliability, maintainability, availability, scalability, portability and compatibility Evidence of content design skills Experience developing brands and guidelines including digital guidelines Strong QC processes in place which demonstrate accuracy and quality of deliverables issued to client for review Team structure dedicated to the project comprised of various different skill sets including senior management, project management, account management, technical and design leads Nice to Haves Experience working with not for profit organisations No. of Suppliers to Evaluate 3 Proposal Criteria Technical solution Approach and methodology How the approach or solution meets user need How the approach or solution meets your organisations policy or goal Estimated timeframes for the work How they have identified risks and dependencies and offered approaches to manage them Team structure Value for money Cultural Fit Criteria Work collaboratively across multiple internal teams and different suppliers Work in close partnership with key stakeholders in the Clarion Housing Group with frequent contact and updates to avoid unnecessary escalation Transparent communication including early highlighting of potential issues Able to validate and endorse recommendations across multiple groups of stakeholders with varying levels of digital and technical knowledge Show flexibility when business needs change rapidly due to circumstances such as industry external events Have a cultural work ethic which includes a desire to work with nor for profit organisations Payment Approach Capped time and materials Assessment Method Written proposal Evaluation Weighting Technical competence 40% Cultural fit 20% Price 40% Questions from Suppliers Budget range £500,000 to £750,000