Digital Transformation using Salesforce

Tender description

Why the Work is Being Done In order to deliver The Riverside Group Ltd (TRGL) 3-Year Corporate Plan, a programme of work has been defined to implement a strategic digital technology platform around Salesforce technology. Key elements of this platform include a Self Service Portal, CRM and Data Analytics. A strategic implementation roadmap has been created with discrete milestones across 3-year period, the first being delivery of a Self-Service Repairs portal by Q218. CRM and Analytics milestones follow across 2018 & 2019. To deliver this ambitious programme of change, TRGL require the services of a Systems Integrator with Salesforce expertise to fill skills gap within TRGL. Problem to Be Solved Understand customer and neighbourhoods better to effectively target personalised services through a self-service portal; automate business processes; deliver an uplift in analytics capability to deliver customer and neighbourhood intelligence, and support regulatory reporting. This requires investment in new technology and processes to deliver a strategic roadmap of change. TRGL does not have existing resource capability to deliver this programme of change. Systems Integrator, acting as Implementation Partner, can help TRGL deliver this programme of change. It's expected to consist of a number of 2 stage processes – Discovery phases to understand requirements and scope, and Delivery phases, to implement requirements. Who Are the Users Customers: need access to TRGL services via multiple channels, including the diagnosis/scheduling of housing repairs Process Managers: need workflow capability to automate processes Customer Service Advisors: need to view customer personas, and training to deal with customers, using analytics Customer Advocates: need digital support for customer involvement and scrutiny Care & Support Colleagues: need to highlight patterns of behaviour to target services Business Owners: need to deliver Channel Shift; improve customer experience; reduce call-centre TCO; receive regulatory reports from master data; improve workplace collaboration to support internal communications; consolidate customer intelligence to understand needs and improve engagement Early Market Engagement Deliberately left blank Work Already Done TRG have created a 3-year IT roadmap aligned with the Corporate Plan, and have captured cross-vertical High Level Requirements which have shaped the roadmap to the level of requirement delivery milestones. In addition, the strategic technology, Salesforce, has been selected. A Minimum Viable Product (MVP) has already been specified for a Self-Service Repairs module. TRGL require the supplier to deliver this first key milestone by end of Q1 2018. Capabilities include rules capture, rules traversal, upload of images, and integration with a back-end scheduling system to schedule repair visits. Some key elements will be delivered by a 3rd party package. Existing Team Sponsors and Stakeholders from the verticals, including Asset Management and Customer Services. IT Stakeholders. TRGL Programme team members. Salesforce stakeholders. Current Phase Discovery Work Location The Riverside Group Head Office, 2 Estuary Boulevard, Estuary Commerce Park, Liverpool L24 8RF, or at business locations where appropriate, with implementation at supplier premises where relevant. Working Arrangments Work to be carried out at Head Office or regional centres, or at supplier premises where relevant. Security Clearance ISO27001, or Baseline Personnel Security Check (BPSS), or similar. Enhanced security clearance (SC clearance) may be required for some roles where access to sensitive data is required. Any such requirement for SC clearance will be communicated as soon as is practicable. Additional T&Cs Payment approach is expected to be a combination of Capped T&M, including T&M Discovery, and Fixed Price/Stage Payment delivery based on delivery outcomes. However, TRG reserve the right to review the payment approach with the service provider. Skills & Experience Demonstrable experience delivering Digital Transformation using Salesforce Self-Service, CRM and Analytics (4%) Has an established Salesforce practice with proven experience architecting and delivering integrated solutions based on Salesforce technology, and can evidence a certified partnership with Salesforce (4%) Demonstrable experience with Salesforce technology delivering programmes of similar size and scale using agile methods in partnership with client teams (4%) Demonstrable skills, tools and processes to deliver core CRM technology for both customer interaction and to optimize service centre operations (2%) Demonstrable skills, tools and processes working with clients to deliver a rich, digital multi-channel, Self-Service customer experience (2%) Demonstrable skills, tools and processes to deliver integrated Analytics (2%) Demonstrable experience advising clients through complex IT change - processes, procedures & technologies - from definition to ongoing support (1%) Has established tools, templates and accelerators that can be leveraged to reduce time/cost to deploy, increase predictability and meet/exceed TCO expectations (1%) Has an established, mature and proven governance model that includes lifecycle controls for quality, programme & project management, and that includes models for continuous improvement (4%) Demonstrable experience delivering value as a partner in digital business transformation (1%) Can evidence co-working within a client delivery programme with internal client resources and other suppliers to facilitate collaborative decision making (2%) Nice to Haves Experience delivering digital transformation in the Social/Non-Social Housing Sector using the Salesforce products (1%) Proven thought-leadership in delivering channel shift using Salesforce technology or similar (1%) Proven experience delivering ongoing support for Salesforce technology (1%) No. of Suppliers to Evaluate 5 Proposal Criteria Provide 2 or more examples of delivering a training programme for similar deployments (e.g., basic end-user skills, train-the-trainer programs and advanced technical skills (1%) Explain how your Salesforce practice works with delivery teams to architect and implement solutions based on Salesforce technology (3%) Explain how your Salesforce tools, templates and accelerators could be leveraged to deliver what our users need (3%) Give an example of how your tools & processes have delivered core CRM technology for both customer interaction and to optimize service centre operations (2%) Give an example of how you have worked with clients to deliver a multi-channel, Self-Service customer experience, including Self-Service Repairs or similar (2%) Give an example of how have delivered integrated Analytics (2%) Provide examples of delivering Digital Transformation using Salesforce Self-Service, CRM and Analytics as components of wider integration to target personalised services to customers, showing benefits aligned to strategic outcomes (5%) Provide examples of delivering established, proven procedures for quality control, programme & project management, accommodating client reporting and project delivery e.g Solution Design, Testing, Service Transition, Governance & Board Attendance(5%) Provide examples of delivering Salesforce technology programmes of similar size, scale using Agile methods in partnership with client teams, scalable delivery model, using nearshore or offshore resources on demand (4%) Provide 2 or more examples of how you advised clients through complex IT change - processes, procedures & technologies - from definition to ongoing support (1%) Provide 2 or more examples of expertise in advising clients on best practices for Business Process Transformation as the context for implementing programmes of similar size and scale (2%) Cultural Fit Criteria Give examples of how you add value and thought leadership within the transformation programme (5%) Give examples of how you would work collaboratively with TRGL colleagues (3%) Give examples of how you would transfer knowledge & skills to relevant TRGL staff (2%) Payment Approach Capped time and materials Assessment Method Written proposal Case study Reference Presentation Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers Budget range deliberately left blank