Electronic message and information services

Tender description

Citizens Advice wishes to appoint a partner to deliver a national chat and messaging platform, accessible to clients via our website (citizensadvice.org.uk) and other channels (e.g. Facebook Messenger) that's intuitive to use by local Citizens Advice volunteer advisers. Citizens Advice wishes to appoint a partner to deliver a national chat and messaging platform, accessible to clients via our website (citizensadvice.org.uk) and other channels (e.g. Facebook Messenger) that's intuitive to use by local Citizens Advice volunteer advisers. The chat and messaging platform would need to support a service at scale and across multiple locations. We currently handle around 100 000 contacts a year, and would expect this to scale to around 1 000 000 contacts a year within 2 years. This service is delivered by 500 active advisers each month. Due to the volunteer nature of our organisation we can have up to 3 000 adviser user accounts registered at any 1 time although not all users are active concurrently. Again, we'd expect this group to grow as we expand the service. The platform must allow us to innovate and add in new features in the future. Having completed user research we have found that our service could benefit from features such as (but not limited to): — Co-browsing; — Document sharing; — Social media integration; — Video calling. The service administration and operational support is carried out in 1 of our central national offices, however we currently have supervisors working in over 90 local offices who manage the advisers day to day. We need a platform which provides a dashboard to each supervisor so they can manage their own advisers. Nationally we need an administration system which allows us to control and monitor the entire service and produce accurate performance reports. Value for money is a key selection criteria for Citizens Advice. We require a solution that will be scalable enabling us to increase the numbers of advisors and to offer this service to a greater number of clients whilst not being cost prohibitive.