IT services: consulting, software development, Internet and support

Tender description

Kirklees requires a strategic partner to support the development of a Digital by Design solution. Kirklees Digital Strategy is orientated around pushing the maximum number of services, transactions, and information requests to be self-service, end to end automated, fully integrated, designing out human interaction and stop/starts within processes. The facilities should be fully configurable and deployable to the contracting authority's current and future needs, with freedom to innovate with, deploy and scale wherever necessary. The facilities are expected to be used by the contracting authority and any of its partner organisations, staff, and volunteers in the delivery of Local Government Services to the citizens, tenants, staff, and businesses of Kirklees. Kirklees is keen to deliver its Digital Services in an ‘Omni Channel’ approach, whereby the same process and experience is employed to deliver each of the services. Scope — The contracting authority wishes to procure the capability and facilities to build and maximise its use of fully Digital by Design Services, and envisages this to be by means of a suite of tools to enable its Digital Development Team to build fully Digital by Design services, quickly, easily and iteratively. The contracting authority's Digital Strategy is orientated around pushing the maximum number of services, transactions, and information requests to be self-service, end to end automated, and fully integrated, designing out human interaction and stop/starts within processes as much as is possible. The facilities should be fully configurable and deployable to the contracting authority's current and future needs, with freedom to innovate with, deploy and scale wherever necessary. The facilities are expected to be used by the contracting authority and any of its partner organisations, staff, and volunteers in the delivery of Local Government Services to the citizens, tenants, staff, and businesses of Kirklees. The contracting authority is keen to deliver its Digital Services in an ‘Omni Channel’ approach, whereby the same process and experience is employed to deliver each of the services regardless of it being Fully Self Service, Telephone Assisted Digital, or Face to Face Assisted Digital. The facility needs to be scaled at ‘Enterprise Level’ with no limitations on use, users, transactions, or processes, and include the following key requirements. The contracting authority requires a Transactional and Informational Internet site and Intranet, deliver on its ‘Digital by Design’ service transformation aspirations. A feature rich solution which will allow the contracting authority to develop end to end processes rapidly, which integrate seamlessly with back office systems and web services. The key driver for this is the ability for residents to self-serve and be notified on the status of their interactions through the use of an online account facility. This will reduce the need for them to have to contact us through telephone or face to face meetings. Solution Requirements — Rapid Process Builder. Catalogue of reusable processes. SOCITM Better Connected. Industry Foundation Framework standard. Electronic Document Delivery and Repository. Omni Channel. One process/form for all contact channels. Rich Customer Intelligence. Report on all transactions. Risk Based Verification. Basket Shopping. Error Management. Premium Processes. Training content. Route Optimization. Integrated Case Management. Stand-alone Case Management. Comply with General Data Protection Regulations. Data access/exports. Version Control. Branding Templates. A-Z of Transactions. Publishing, Archiving, Scheduling. Appointment Booking Engine. Catalogue Picking, Order and Payment Engine. Work Scheduling Engine. Secure Citizen Account. Secure Partner Account, Business Account, Landlord Account and staff Account. Gov Verification. Integration Engine to integrate with corporate payment engine (Capita), GIS mapping solution Spectrum Spatial. Scope — The contracting authority's Digital Strategy is orientated around pushing the maximum number of services, transactions, and information requests to be self-service, end to end automated, and fully integrated, designing out human interaction and stop/starts within processes as much as is possible. The facilities should be fully configurable and deployable to the contracting authority's current and future needs, with freedom to innovate with, deploy and scale wherever necessary. The facilities are expected to be used by the contracting authority and any of its partner organisations, staff, and volunteers in the delivery of Local Government Services to the citizens, tenants, staff, and businesses of Kirklees. The contracting authority is keen to deliver its Digital Services in an ‘Omni Channel’ approach, whereby the same process and experience is employed to deliver each of the services regardless of it being Fully Self Service, Telephone Assisted Digital, or Face to Face Assisted Digital. The facility needs to be scaled at ‘Enterprise Level’ with no limitations on use, users, transactions, or processes, and include the following key requirements. The contracting authority requires a Transactional and Informational Internet site and Intranet, deliver on its ‘Digital by Design’ service transformation aspirations. A feature rich solution which will allow the contracting authority to develop end to end processes rapidly, which integrate seamlessly with back office systems and web services. The key driver for this is the ability for residents to self-serve and be notified on the status of their interactions through the use of an online account facility. This will reduce the need for them to have to contact us through telephone or face to face meetings. Solution Requirements — SOCITM Better Connected standard. Integration of CSM with Lot 1 Toolset. Web Services Customizable feature set. WYSIWYG editor. Quality search facility. Branding templates. Multi-site capable. Friendly URL building. A-Z website content. Check in Check out collaborative working on pages. Version Control. Source code accessibility. API open to allow for content sharing. Website preview testing, staging. EMarketing. Personalisation without login. Solution must run on a mobile device. Industry Standard foundation framework. Security, membership and permissions. Integration with third party systems. Solution must interface with council's GIS mapping solution Spectrum Spatial. Accessibility compliance with GOV.UK Digital Service Standard. Spelling grammar checking. Hyperlink Management. Broken link checking. Orphans file checking. HTML coding standards checking. Fully secure meeting EU General Data Protection Regulations. Upgrades — patched and bug fixed through a programme of regular scheduled releases.