Redesigning the Customer and Tenant Experience: Discovery, Alpha and Beta

Tender description

Why the Work is Being Done Development, integration, testing and deployment work Problem to Be Solved "We want to put in a place a digital service to modernise the way that we provide housing and related services across the North East of England. This is part of Thirteen's corporate strategy and must support our omni-channel approach to customer and tenant engagement. The delivery partner will be required to conduct sufficient Discovery and then to develop Alpha and Beta product(s) to meet the needs of Customers, Tenants, Thirteen Users and Landlords." Who Are the Users "Customers/ Tenant: As a customer I need the ability to search, find and apply for housing and services easily. As a tenant I need the ability to manage my account, make payments, track orders/requests and sign up/for elements on line. This will enable modern and effective service delivery. Colleagues - the ability to have a realtime view of all the above and act on the customer and tenants behalf to transact these elements; to be able to capture and update property details and create advertisements for properties. This will make their work more efficient and provide leading edge services." Early Market Engagement Not applicable Work Already Done "We have undertaken a proof of concept that has supported us in identifying what we need from the service and can share that with the successful supplier to feed into the Discovery aspect of the work. However, for the tendering exercise we will be looking for potential suppliers to show us their creativity and ideas." Existing Team The successful supplier will be working with business users (business development, neighbourhoods, customer experience, repairs and investment, customer support services, home sales) as well as the internal Information, Data and Technology and Business Improvement and Influencing Teams Current Phase Discovery Work Location Thirteen Housing Group Ltd, Northshore, North Shore Road, Stockton on Tees TS18 2NB and Hudson Quay, Windward Way, Middlesbrough TS3 6RTand the suppliers site(s) Working Arrangments The team are required to flex between remote and on-site working. The project will follow the digital service manual and our code of practice using agile methodology: stand-ups, sprint planning, sprints, demos, retrospectives, show and tells, etc. The quoted price must be a capped and final value. Any expenses must be included. Security Clearance Baseline Personnel Security Standard clearance will be required for all personnel working on site. The current clearance level of named team embers shall be provided in written proposal. If you don't currently have the security clearance you need, you may need to organise security clearance. Additional T&Cs Not applicable Skills & Experience Able to start design and development from the 1st August 2018 (2%) Demonstrate expertise in taking a project from Inception through to Live. (2%) Demonstrate expertise in providing skills across the full digital analysis and development lifecycle (business analyst / user researcher, product owner, delivery manager, developers / engineers, service management (2%) Demonstrate expertise in being able to quickly understand the market in which we work and the key Users. (6%) Demonstrate expertise in developing Themes, Epics and User Stories and developing long term Product Strategy and Roadmaps (2%) Demonstrate expertise in delivering complex integrations with existing / legacy systems (6%) Demonstrate expertise in handling data from multiple sources and building detailed and comprehensive data structures to handle complex business scenarios (6%) Demonstrate expertise in developing both point and platform solutions and moving from a point solution to a platform-based solution (6%) Demonstrate expertise in supporting secure, business critical applications in live service (6%) Nice to Haves The supplier should give examples of where they have applied agile practice and methodology to ensure timely delivery according to an agreed plan. (2%) The supplier should confirm that their resources could work as a mixed disciplined team with both on-site and off-site working as required. (2%) Demonstrate their knowledge of the public sector through direct experience with public sector clients (2%) No. of Suppliers to Evaluate 5 Proposal Criteria Relevance of proposed technical solution (3%) Demonstrate an agile working environment (2%) Estimated timeframes: proposed programme for alpha, beta and live phases (2%) How the suppliers technical solution will allow new digital services to be added easily with reduced implementation effort (6%) Relevance of identified risks and proposals for mitigating against them (2%) Suitable on-boarding plan (2%) Ability to operate the service and to scale the solution with the demands of an increasing customer base (4%) Cultural Fit Criteria Demonstrate your approach to engaging with internal senior stakeholders undergoing cultural change and how this will support project success.(3%) Demonstrate how you will work transparently, collaboratively and share your approach with the project team and seek actionable feedback (3%) Demonstrate how you will take responsibility to challenge the status quo and stand up for your discipline whilst involving staff and customers (3%) Provide evidence of working with government department, agencies and/or public bodies (3%) Provide evidence of how you work with clients with different levels of technical expertise including customers (3%) Provide evidence of how you work with clients with different levels of technical expertise including customers (3%) Payment Approach Capped time and materials Assessment Method Written proposal Work history Reference Presentation Evaluation Weighting Technical competence 65% Cultural fit 15% Price 20% Questions from Suppliers Budget range upto £600,000 design, develop and build. upto £300,000 maintain and manage thereafter (estimated depending on the solution)