Master Data Managment Solution - Aberdeen City Council

Tender description

Why the Work is Being Done The Council wishes to develop a Customer Master Data Management (MDM) solution. It is envisaged this will enable the Council to better manage customer data across the Council in order to increase service efficiencies, improve the customer experience and support the ‘Being Digital’ vision. The MDM solution will create a data hub and a golden customer record which will enable a single view of a customer across the council as a whole, not just for those services that use the CRM system. This will enable the council partners to understand customers better and deliver customer services more proactively and effectively. Problem to Be Solved At present, there is no single source of master customer records at the Council, with numerous customer records stored across different systems with no integration or interaction between these records. Lack of effective customer data management impacts the extent to which the Council can understand its customers and impacts efficiency by limiting the degree to which the council can resolve customer queries at the first point of contact. The council wishes to adopt as a first phase an approach to MDM that unifies the records with five key systems around the identity of the council tenant. Who Are the Users The focus of the initial implementation will be around the the tenant and those members of staff servicing the tenanats needs. The initial systems considered to be in scope are: • FirmStep – the council’s customer engagement platform of choice • iWorld – a housing management solution • Academy - • NEC – National Entitlement Card • CAG - Specify The aim is to provide customers with a one stop shop where they can access and update all relevant information relating to their tenancy and services. This is a first phase and other services will be added through time. Early Market Engagement No early market engagement or soft market testing has been carried out Work Already Done Previous work on this initiative has produced a set of high-level requirements that are listed here. The solution should: Offer a comprehensive and flexible approach to data modelling Offer support for hierarchy management. Offer a solution which improves data quality across the organisation Include a user interface for data stewardship and maintenance which is logical and easy to use Include a solution which simplifies data loading, integration, and synchronisation. Offer a product which integrates with business services and can initiative workflow. Offer a clear MDM architecture which can be used to initiate systems architecture planning Existing Team A locally based project team would be set-up to work with a preferred supplier to deliver a solution Current Phase Discovery Work Location The City of Aberdeen, although work locations are flexible. Working Arrangments This is a comprehensive programme, so it is likely to be a mixture of face to face, teleconference and other. Security Clearance n/a Additional T&Cs Skills & Experience ACCs ‘Being Digital’ strategy aims to “provide a digital platform focussing on our customers and staff, driven by data,” Please give an example of when your solution has facilitated this. ACC’s Emergent Plan describes a list of emerging technologies that ACC wish to pursue in the future. Please give an example of when your solution has worked with emerging technologies. The solution will need to adjust to future technological advances whilst enabling regulatory and process changes within ACC. Give an example of how your solution has operated in similar circumstances A key facet of the Target Operating Model is an improved customer experience. Please give an example of where a similar clients residents have benefited from your solution. A key facet of the Target Operating Model is an improved staff experience for ACC employees.Give an example of where a similar clients staff have benefited from your solution. A key aim of the TOM is enabling the Council to better focus their resources. Give an example of where your solution has allowed a similar client to do this. A reason for the Implementation of ‘Being Digital’ is to ensure that ACC meets savings targets. Give an example of where large financial benefits have been driven by your solution. ‘Being Digital’ requires the rapid release of financial benefits. Give an example of where a similar client has been able to rapidly deploy your solution in order to drive benefits Nice to Haves Demonstrate how your proposed approach will support the Council's agreed new target operating model. Provide evidence and experience of delivering within a wider business change programme that addresses communications, skills and culture. Understanding of working within political environments Good knowledge of the challenges faced within the public sector No. of Suppliers to Evaluate 4 Proposal Criteria Digital Solution Approach and Methodology How the approach or solution meets user need How the approach or solution meets the Council’s objectives How risks and dependencies are identified and offered approaches to manage them Team structure Value for Money Cultural Fit Criteria Challenge the status quo Be focussed on the wider place outcomes Share knowledge and experience with other team members Be flexible and agile in their approach Be transparent and collaborative when making decisions Payment Approach Fixed price Assessment Method Written proposal Presentation Evaluation Weighting Technical competence 70% Cultural fit 10% Price 20% Questions from Suppliers Budget range up to £700,000