IT services: consulting, software development, Internet and support

Tender description

The main part of the bespoke systems development will form around building a CRM system with specific housing and tenancy services functionality. (The system is to be designed for desktop and Android tablet environments). Leeds Federated already has a bespoke Android tablet CRM system, and is anticipated that the existing system will be expanded with any new to be developed functions, the desktop CRM currently does not exist. The main part of the bespoke systems development will form around building a CRM system with specific housing and tenancy services functionality. (The system is to be designed for desktop and Android tablet environments). Leeds Federated already has a bespoke Android tablet CRM system, and is anticipated that the existing system will be expanded with any new to be developed functions, the desktop CRM currently does not exist. The design principles of the desired solution are, at a high level as follows: Note: this is not necessarily a complete list. * Easy to use intuitive simple user interface. * Business Intelligence integrated into the system — visibility of statistics, statuses, warnings, graphs and or trends and KPI information at strategic places in the system to support performance and decision making. * Mobile (must support off line use for the Android tablet version). * Data validation controls at inputs, use algorithms or logic to check inputs for consistency and to support data quality. * Integrated with existing key systems via web services, API or bespoke code. * Compliant with legislation, data protection, GDPR and other identified requirements. As part of the CRM system Leeds Federated wants to build the following modules: * Communications module — this will be the core system that will serve all communication with tenants, and customers. The use of multiple channels is expected to be utilised with the aim to achieve maximum efficiencies and effect for getting information to and from the customers. Included will be email, SMS texting, letters but prioritising digital methods. Social media and likes of Twitter will be also considered. * Case Management functionality to support all required housing and tenancy services such as managing various tasks, dealing with likes of customer complaints, antisocial behaviour, any follow up activities, logging of requests for visits and similar etc. The range of the requirements is varied and is expected to be comprehensive enough to enable smooth running and management of the housing services. * Responsive Repairs — software system enabling Leeds Federated staff to create a repair order with associated appointment. Leeds Federated currently uses schedule of rates (SOR) to identify the repair order detail and cost. Repair orders are sent to various Leeds Federated contractors via an interface (exchange of XML files). The CRM system as well as any additional modules developed will be integrated with all key back office systems. The back office systems as known today are as follows: * Transactional SQL database where tenancy records, rent charges and payments, repair orders information is stored. * Electronic Document Management (EDM) (this system is to be procured, anticipated capability either REST API or web services for integration) this system is expected to store any documents (tenancy agreements, letters, surveys, etc). * Online Customer Portal — existing bespoke web based SQL backed responsive design system (functionality includes access to view rent statements, view appointments, view outstanding gas service, view repair orders and create new repair order with appointment, view and change contact information). * Asset Management software, existing bespoke built system SQL backed main function is managing of properties and associated attributes (e.g. doors, windows, kitchens, boilers etc.), used for planned works ordering and stock condition. * Deeplake SMS system. * Mobile Android bespoke developed CRM application with SQL backend database.