Customer Support System; Re-implementation from CRM 2011 (on premise) to Dynamics 365 in the Cloud

Tender description

Why the Work is Being Done SDS currently uses Microsoft Dynamics CRM 2011 (on premise) as the Customer Support System (CSS) used by regional Careers Information, Advice and Guidance (CIAG) advisors to support customers and build up management information. It holds records of SDS customers and helps SDS to track the development of the customer's career management skills and enables them to track and report on the targeted support provided. Problem to Be Solved CSS exists on a Microsoft Dynamics CRM 2011(Dynamics CRM 2011) on-premise platform with a significant degree of customisation, via plug-ins, that has been developed to provide necessary but not available at the time out-of-the-box functionality. Re-implementing CSS to operate on the latest Microsoft Dynamics CRM 2016 (Dynamics 365) platform ensures the availability of unrestricted support from Microsoft and aligns this application with a technology strategy that anticipates increasing migration of business applications to the ‘Cloud’. Most importantly the proposed transition provides an opportunity to review inefficiencies imposed by the application that may constrain emerging iterative design requirements for service modernisation. Who Are the Users As a careers adviser I need to record all of my interactions with customers so that I can track the development of the customer's career management skills and to monitor the targeted support provided to them. As a team leader I need to report on the success of our targeted support to our customers so that I can ensure that the most effective service is being supplied in the context of our policy & strategy. As a member of the Business Data Services Team (BDS) I need super user status so that I can make configuration changes to the system. Early Market Engagement A technical proof of concept was undertaken by incumbent supplier leading to insight into the likely difficulties of an upgrade. This followed an incremental upgrade path to Dynamics 2016 SP1 and informed an understanding of the current system functionality not immediately compatible with Dynamics 2016 SP1, and an appreciation of the effort required in resolving those incompatibilities. Advice was also sought from Dynamics Specialists, in relation to the scope of ‘discovery’ information essential to providing suppliers with a fully informed basis on which to determine the nature, scope and costs of the proposed re-implementation. Work Already Done A comprehensive 'discovery' exercise has been undertaken describing the scope, functionality and content of the existing system, and future changes for consideration with the proposed re-implementation. High level parameters: 53 Solutions (some unmanaged customisation overlayed with managed); 173 Entities including 79 custom Entities; 61 active custom JavaScript attached to Entity forms and 12 plug-in assemblies; 35 Workflows; 42 Reports, including report generated on demand and overnight; 1 System Dashboards; 5 System Integrations; 1050 Users; 79 teams and <10 security roles; 3 Online Outlook synchronisation Filters and 39 Offline Outlook Synchronisation Filters. Full details will be provided to short-listed suppliers. Existing Team The supplier will lead the project and will be able to draw on expertise of EBAT in supporting 3rd parties with Dynamics cloud implementation in relation to two other live systems. The supplier will be working with SDS' internal governance team to ensure the solution meets existing standards and will also work closely with SDS' Product Owner, Solutions Architect, EBAT and BDS teams to elicit user needs and help plan releases. Current Phase Discovery Work Location Glasgow. The team are currently based at Adelphi Centre, 12 Commercial Rd, Glasgow G5 0PQ. Working Arrangments We anticipate that the project will follow an agile approach, benefiting from collaborative working with EBAT and end-users as appropriate. It is essential that the supplier is available to work on site in Glasgow at all times agreed with the project manager and/or SDS business lead. Where appropriate we are able to accommodate online working via Lync or similar approaches and undertake joint working at the suppliers premises if this is within the Greater Glasgow area. Security Clearance Additional T&Cs Please note that any additional terms and conditions in addition to the Call Off Contract terms and conditions may be issued at assessment/proposal stage, following short listing. Scots Law will apply. Please note that SDS are aware that the new GDPR regulations come into place May 2018. Any resulting contract will be varied to allow for the new regulations to be appropriately incorporated into the contract. Skills & Experience Successfully undertaken Microsoft Dynamics system re-implementation from on-premise to the cloud. Examples demonstrate experience of using out of box functionality to replace custom code, configuration, development-plug-ins/javascript, workflows, integration (9%) Track Record: Have successfully delivered projects in similar sized organisations with similar complexity in terms of level of customisations and business processes (2%) Must be able to work on site at SDS offices when required to deliver the project. (Y/N) Support: Have demonstrable experience in providing support for Microsoft Dynamics in the cloud (2%) Microsoft Dynamics Gold Partner: Minimum one year (Y/N) Nice to Haves Successfully undertaken Microsoft Dynamics 2011 system migration from on-premise to the cloud. Examples demonstrate experience of using out of box functionality to replace custom code, configuration, development-plug-ins/javascript, workflows and integration.(1%) Public Sector Experience; Have successfully worked collaboratively with managed service providers and in-house teams within the public sector environment. (1%) No. of Suppliers to Evaluate 4 Proposal Criteria Understanding of Requirements (4%) Capacity and Expertise (4%) Methodology and approach (17%) Project Management and delivery (8%) Account Management (4%) Application Lifecycle Management Processes (4%) Exit Strategy (4%) Cultural Fit Criteria Work as a team with our organisation and other suppliers as appropriate (5%) Transparent and collaborative when making decisions (5%) Payment Approach Fixed price Assessment Method Written proposal Case study Work history Reference Presentation Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers Budget range budget £350k-£450k (exvat) is envisaged for the re-implementation, including 12 week post-go live immediate support provision. fixed price basis. bau support post re-implementation will start after the completion of the initial 12 week support phase. this will be an on-going requirement for the remainder of the contract (approximately 12 - 14 months). fixed price per month basis. budget £40k - £50k per annum. additional developments may be required throughout the term and will be requested on an individual fixed cost basis, based on t&m rate card to be provided at assessment stage. budget - up to £100,000.