Digital Discovery: Explore the need to modernise customer management systems

Tender description

Summary of the work Thames Valley Housing is looking to modernise its cross-organisation CRM and BPM systems. In order to understand more about the requirements for this work, the Technology team would like to carry out some discovery research with staff and customers. Expected Contract Length 2-3 months Latest start date Wednesday 1 November 2017 Budget Range £25-35k Why the Work is Being Done We believe that implementing a modern, open CRM and BPM solution is critical for TVH to deliver a great customer services experience for its residents and staff. To achieve this we want to understand more about the user needs and capabilities that are required in order that the Technology team can modernise its systems to support this. Problem to Be Solved We want to understand the following: • What are the current issues and user needs that are not being met by existing systems and services • What systems and business capabilities are required in order to meet user needs • What systems or services might be suitable replacements for existing systems • How might any new systems replace or integrate with existing systems and how might this be implemented - value chains • What capabilities and capacity is required within the technology team to implement and manage any new systems or services Who Are the Users As the Technology team we need to understand more about the user needs and capabilities for customer services and business process management so that we can plan and modernise our systems. Early Market Engagement Examples of high level business objectives: Customer Experience We want to create positive experiences for our customers, resolve their enquiries easily and drive efficiency within TVH. To achieve we’ll need to: • Improve customer satisfaction with the ease of enquiry resolution • Reduce the timescale and number of contacts required before an enquiry is resolved • Increase the range and volume of enquiries completed online • Reduce in the management costs per unit Technology • We want to reduce the number of systems required to support standard business processes and improve the overall experience for staff. • In order to reduce the reliance on systems suppliers and contractors, we are looking to grow our development capabilities in-house and would like to understand more about the skills we’ll need to achieve this. • A number of our current systems are end of life and are due to be replaced within the next 3 years. Existing Team The supplier will be working with Technology team, users and stakeholders across the business, including Housing Managers, Officers and Customer Services teams. Current Phase Discovery Skills & Experience • Experience of implementing or working with multiple CRM solutions • Experience of user needs discovery in the context of consumer-facing services • Experience of communicating complex issues using clear and concise language in both written and verbal ways to a variety of audiences and expertise levels • Adequate capacity to deliver project outputs on time Nice to Haves Experience of working with Housing Associations on discovery or technology focused projects Work Location Thames Valley Housing Premier House 52 London Road Twickenham TW1 3RP Working Arrangments The supplier should carry out discovery work on-site. Co-location with the Technology and Housing teams at our offices in Twickenham is encouraged for other aspects of the project. We anticipate an agile working environment, which encourages open and fluid communication across the team. We expect the supplier to suggest and manage the approach and processes that enables this, but we anticipate daily stand-ups with weekly meetings. No. of Suppliers to Evaluate 3 Proposal Criteria • Approach and methodology • Proposed programme of work and estimated timeframes • Team structure (with roles and responsibilities) • Value for money Cultural Fit Criteria • Work as a team with our organisation and other suppliers • Be transparent and collaborative when making decisions • Reinforce agile principles in a developing organisation • Share knowledge and experience with other team members Payment Approach Capped time and materials Evaluation Weighting Technical competence 55% Cultural fit 15% Price 30% Questions from Suppliers 1. Given this is a Discovery phase predominantly to gain an in-depth understanding of user needs and how they are currently being served, is "Experience of implementing or working with multiple CRM solutions" really essential to deliver this phase? We believe that experience of implementing or working with multiple CRM solutions, will be essential for solving these 2 problems:• What systems or services might be suitable replacements for existing systems• How might any new systems replace or integrate with existing systems and how might this be implemented - value chainsAnd desirable for solving:• What capabilities and capacity is required within the technology team to implement and manage any new systems or services 2. Can you provide the names of your current CRM and BPM systems, please? Within the Housing directorate we use Civica Contact Manager as our main CRM / BPM. We also use Salesforce Salescloud in other areas of the business. 3. Is the customer looking for recommendations for systems ie CRM BPM, or to modernise update their current systems? We will be replacing our Housing Directorate CRM / BPM (Civica Contact Manager) as it is end of life.We are looking for system recommendations that meet our user needs. 4. Does the organisation currently have a CRM and a BPM system, if so which one please? Within the Housing directorate we use Civica Contact Manager as our main CRM / BPM. We also use Salesforce Salescloud in other areas of the business. 5. What would be your thoughts on this being performed in the space of 10 working days? We think that would be ambitious, as we'll need to make sure we have all the right people available within that time frame. We'd need to see more detailed plans to fully answer this. 6. Although you haven't indicated a security clearance requirement, our assumption is that a sprint team may be exposed to live tenant data during the discovery process. Is NPPV2 clearance beneficial? NPPV2 is not beneficial.The chosen supplier will need to comply with our data protection & confidentiality policies. 7. Can you advise of the contact channels that are in scope of this work package Currently we have many contact channels! - including: mobile, multiple call centres, email, SMS, CRM enquiries, face 2 face (staff/contractors), social (FB/Twitter)All should be considered in the scope. 8. Can you share the current team structure of teams involved in this work package (Housing and customer services) including if possible the number of full time equivalent in each In the next phase we can provide more information about numbers, but to give you an idea of the teams that need to be involved in the discovery work, this would include:Corporate Services - CommunicationsCorporate Services - TechnologyCorporate Services - Policy and PerformanceCorporate Services - Service Design TeamDevelopment - Sales and MarketingHousing - Estate ManagementHousing - Home OwnershipHousing - Property & Asset ManagementHousing - Housing AdviceHousing - Housing Support ServicesHousing - New Homes / Lettings TeamsHousing - Repairs Housing - Resident InvolvementHousing - Revenues 9. How is customer satisfaction and customer feedback currently sought and received. There are various cyclical surveys that are carried out internally and by external agencies.We also carry out transactional surveys on a samples of different transactions - for example repairs satisfaction.There are a number of different systems involved with collecting resident feedback, including Snap, Wuffoo forms and a survey tool that is integrated with our online customer services platform.