Software package and information systems

Tender description

To develop integrated student services which provide easy joined-up access to the University. This service will be offered in one accessible defined physical and online location. The University desires to procure a Software-as-a-Service (SaaS) solution which will be hosted by a third-party vendor who will deliver a set of suitable services delivered at a known price and per an agreed level of service (i.e. with a formally agreed Service Level Agreement). The University of South Wales (USW) was formed in April 2013 by the merger of the University of Glamorgan and the University of Wales, Newport. The University has over 30 000 students and over 2 500 staff making it one of the largest Universities in the UK and a major regional University. The University of South Wales also has two subsidiary colleges within the University of South Wales Group. The College, Merthyr Tydfil is an interfaced tertiary learning facility offering courses at both further and higher education level whilst the Royal Welsh College of Music and Drama (RWCMD) holds conservatoire status and offers higher education courses in music, drama and the arts. In addition to the subsidiary colleges who are located on their own campuses, the University has four main campuses based in Cardiff, Newport and two in the Pontypridd area. The University of South Wales has decided to implement a new method of delivering frontline services following on from merger and an administrative review. The aim is to develop integrated student centres for each campus which provide easy joined-up access to a wide range of University services. This will be offered in one accessible defined physical (each campus) supported by a central ‘virtual’ centre. The service will be: * Modern, professional student-focussed, delivered through a single ‘gateway’ to a range of support services — physical and virtual. * Delivered by professional staff who are passionate about providing excellent customer service. * Bring services together, operating efficiently and holistically with seamless integration between services embracing digital environments and technology. The project objectives is to develop an integrated student services which provide easy joined-up access to the University. This service will be offered in one accessible defined physical and online location. The project aims to deliver the following: * A single information and enquiry management ‘desk’ per campus/site, operating under a clear, strong and unified identity. * High student satisfaction using two tiers of integrated support — frontline (physical or virtual) and specialist. * Greater operational efficiency in delivering services. * Effective enquiry management with seamless referrals and access to appropriate information between services. * Greater equity of experience and services regardless of student location. * Reduction in face to face transactional enquiries and requests through better online information and transactional services in a digital environment. * To produce meaningful rich management information which can be used to influence University policy and measure performance.