Public Liaison Unit Correspondence System

Tender description

Why the Work is Being Done To replace the no longer fit for purpose correspondence handling software used by the PLU team with a best in class cloud-hosted Software as a Service (SaaS) solution configured to support the new ways of working. The system will be used by the PLU team and other key stakeholders in the GLA to manage the flow of all kinds of correspondence to and from City Hall. It is not planned to be a citizen facing system but may in the future be integrated with web forms to allow direct creation of cases. Problem to Be Solved Current system is outdated. Who Are the Users The Public Liaison Unit (PLU) team delivers a high quality frontline public information service representing the entire Greater London Authority (GLA). This includes management of calls from the public, handling written correspondence and responding to social media. In addition they also own freedom of information requests and complaints. They work closely with the offices of The Mayor and The London Assembly in addition to a number of other key stakeholders in the organisation. The team processes approximately 4,000 cases a month of varying priority. Early Market Engagement None Work Already Done None Existing Team The supplier will be working with members of Greater London Authority (GLA) Current Phase Not started Work Location Can be remote but the successful supplier will be expected to visit GLA offices on a regular basis during implementation and mobilisation. Working Arrangments To be agreed with the successful supplier. Security Clearance To be confirmed. Additional T&Cs Standard Crown Commercial Service terms and conditions (Digital Outcomes and Specialist 2) will be used. Skills & Experience Have demonstratable experience delivering a successful correspondence management system Demonstratable experience of delivering work according to the Local Government Digital Service Standard Demonstrable experience of Agile working techniques Demonstratable experience of planning and leading discovery investigations and providing clear recommendations based on the users needs Demonstratable experience of delivering training to user's staff to perform admin-level capabilities Demonstratable experience in offering off-site 2nd-line support Nice to Haves Demonstrable experience of knowledge transfer in similar projects No. of Suppliers to Evaluate 7 Proposal Criteria The shortlisted suppliers will need to complete and send to vikramgudra@tfl.gov.uk, by 12:00 6th December, a proposal based on the following document: https://docs.google.com/document/d/18dGOEuNiVRWD-8i6oaycFekIa2fwsCrSbttFz3YawTk/edit?usp=sharing Value for Money The suggested immediate solution, and how it meets the Programme's needs The ability to maintain quality and speed of delivery Cultural Fit Criteria Ways of working. This will evaluated in the presentation stage Payment Approach Capped time and materials Assessment Method Written proposal Presentation Evaluation Weighting Technical competence 65% Cultural fit 5% Price 30% Questions from Suppliers Budget range maximum contract budget £300,000. proposals are expected to offer savings against the budget.