GLA Correspondence Management Syatem

Tender description

Public Liaison Unit has a need to drive continuous improvement in order to provide a better service to the general public in terms of both quality of output and timeliness. Processes need to be streamlined to cope with an increasing demand. Therefore, the Public Liaison Unit team are looking to replace their current correspondence handling software with a cloud-hosted Software as a Service (SaaS) solution. The system needs to be able to process all types of requests dealt with by PLU, Mayor's Office and FOI Team, including managing campaigns. User research has been undertaken and the user requirements are included so that you can focus the demo to PLU's needs. A high level summary of the system requirements can be found below: •Log, allocate, track, manage and respond via one system. •Capture required/relevant data fields per case type. •APIs for some or all: scanning, web form, CRM, telephone, transfer of cases to other functional bodies. •Improve performance: ability to set internal service levels and have a clearance process. •Measure team and individual performance. •Measure customer satisfaction. •Suite of reports and ability to create ad hoc reports and multiple criteria. •Support single sign on via MS Active Directory.