GITIS CRM Beta Phase

Tender description

Why the Work is Being Done The DfE's Get into Teaching Information Service (contact centre)supports those interested in teaching. The contact centre is currently delivered by a third party supplier, who provide call centre and Customer Relationship Management (CRM) services. This contract is due to expire on 30 September 18; the call centre is being procured, and the CRM system is being brought in house. The CRM development is mid-way through Alpha, which will conclude on 11 May 18, and we are looking to procure services to deliver a public Beta, strictly for 1 October 2018. The CRM system will be delivered by Microsoft Dynamics 365 Problem to Be Solved The new CRM system must replace the existing CRM delivered by the contact centre provider, who's contract expires on 30 September 18. DfE are bringing the CRM system in house in order to: Improve the quality of data captured in Initial Teacher Training (ITT) candidates, to inform decision making and improve the quality of support received by candidates. Align the Get Into Teaching CRM system with other technology systems across teacher recruitment and the DfE. Have the flexibility and control to change front end services, such as the Get Into Teaching Website. Improve direct marketing and event functionality Who Are the Users As a contact centre I need to offer inbound, outbound and one to one advisory services, so that teaching candidates are supported and encouraged to apply, such as by gaining school experience. As DfE staff, I need to generate reports, so that I can make strategic decisions on teacher recruitment. As a Direct Marketer, I need to deliver email, SMS and outbound call campaigns, so that candidates are well informed and encouraged to apply. As an Event Manager, I need to be able to monitor interest and quality of events, so that I can measure the event success. Early Market Engagement Work Already Done Discovery completed, with high level view of users needs defined. Alpha is underway (5 February - 11 May), which is aiming to provide detailed user stories, relevant prototypes, database logic and business rules, migration plan and high level architecture. Existing Team DfE Resource: Product Manager (1.0 FTE), Lead Enterprise Architect (0.1 FTE), Solutions Architect (0.2 FTE), Project Support (0.5 FTE). Current Phase Alpha Work Location DfE Piccadilly Gate Store Street Manchester M1 2WD Working Arrangments Co-located working principally from DfE's Manchester office, maximising opportunity for engagement with DfE users and stakeholders. Some travel to other DfE sites, and the call centre (locations tbc) to meet users is expected. In relation to expenses, this must be included in the contract sum, there is not a separate budget for expenses. Operate a standard agile scrum methodology: Daily stand-ups, sprint planning, sprints, retrospectives, show and tells. Supplier will lead by being a role model in agile working. They will need to collaborate with our team and invest time in knowledge sharing and coaching to increase DfE staff capability. Security Clearance BPSS (Baseline security level) required Additional T&Cs Skills & Experience Examples of developing SQL database structures Examples of where you have created a Microsoft Dynamics 365 Online implementation or development which had a user-centric design/UX experience within the Dynamics environment Examples of where you have created a Microsoft Dynamics 365 Online implementation or development which passes data to other applications via API/MS Dynamics SDK Examples of delivering digital services using an agile team (as per the GDS Service Manual), that has been aligned with the Technology Code of Practice and pass internal assessments Evidence of deployment of role-based access controls in Microsoft Dynamics 365 Online Expertise in data analysis, data cleanse, data migration into Microsoft Dynamics 365 Online Expertise in user research and usability testing and taking account of discovery/alpha findings to meet user needs (including assisted digital, users with access needs and accessibility audits) Experience in leading an agile team as well as to coach, mentor and upskill people in agile techniques and roles to build capability within existing teams Experience of integrating Microsoft Dynamics CRM 365 Online with Sharepoint online Experience of implementing Microsoft Dynamics CRM 365 Online with external suppliers Nice to Haves Examples of developing SQL database structures, specifically in Microsoft Dynamics CRM 365 Online Have a track record in designing and delivering Microsoft Dynamics 365 Online in a public sector environment Successful integration of call centre technology with Microsoft Dynamics 365 Online Examples of working successfully on agile projects within the DfE Examples of building report dashboards in Microsoft Dynamics 365 Online and PowerBI Examples of delivering a Beta phase, taking over from a different Alpha supplier No. of Suppliers to Evaluate 3 Proposal Criteria Evidence of experience working on Microsoft Dynamics 365 Approach and methodology, including ensuring continuity between Alpa and Beta, and highlighting your expectations from Alpha Technical solutions: demonstrate approach to delivering an exemplary service according to the Technology code of Practice, and how you would pass an internal assessment How your approach or solution will meet user needs Demonstrate strategy to minimise the cost of maintaining and further developing the solution post Beta Identification of dependencies and risks, and approaches to manage them Estimated timeframe for the work - demonstrate how work will be organised using sprints Proposed team structure and members Cyber essentials - There area a number of certification bodies that can be approached for further advice on the scheme; the link below points to one of these providers: https://www.iasme.co.uk/apply-for-self-assessment/ Cultural Fit Criteria Working within a Government environments that are yet to fully embrace agile ways of working Experience of working in multidisciplinary Agile teams within Government Working with technical and non-technical staff to understand requirements Quickly joining teams and understanding their needs Payment Approach Capped time and materials Assessment Method Written proposal Presentation Evaluation Weighting Technical competence 70% Cultural fit 10% Price 20% Questions from Suppliers No questions have been answered yet Budget range