Strategic Telephony & Comms Technology Upgrade Discovery

Tender description

Why the Work is Being Done DVLA telephony infrastructure is aging and outdated. The current contract leaves the agency heavily dependent on 3rd party suppliers and change is challenging and costly. A new initiative has been created for DVLA to review its current Telephony / Unified communications Strategy, with a view to initiating a new investment covering: • Alternative Cloud based solutions • Business service improvements (particularly around intelligent calling and IVR) • Tooling for our staff to deliver a modern, world class service This will cover both Contact Centre services and the wider Agency. Problem to Be Solved The Supplier is to provide a team (BA, PM, Technical Architect) to develop a business case and supporting technical documentation, including: - High Level Strategic approach to telephony and unified communication - High Level technical design - Indicative BOM (bill of materials) The business case must include an options appraisal with supporting recommendations. Other mandatory information will include: - Cost to deliver - Impact on Staff / resource requirements - Benefits analysis - Risks and Issues - Dependencies - High Level Milestones plan. DVLA is responsible for agreeing the overall solution architecture, requirements and the business case approval. Who Are the Users DVLA staff are located primarily in Swansea with small numbers of staff located in offices across the UK, primarily using desk phones and MS Office collaboration tools The DVLA Contact Centre covers multiple channels such as voice calling, e-mail, Web-based chat/instant messaging, along with (but not limited to) Workforce Management, Intelligent Call Flow, IVR and Call Recording and MI / Reporting. Additional development is required for Voice/Speech Analytics with the option for increased automation / integration with back end systems. Early Market Engagement Work Already Done High level business feedback has been collected and DVLA has approved budget to commence business case development. The business feedback falls into the following categorisations: 1. Refresh technology 2. Interactions with Citizens 3. Application Integration 4. Corporate Communications 5. Contact Centre Functions 6. MI/BI 7. Voice / Speech Analytics 8. Operations (Support & Maintenance) 9. Non-Functional 10. Transformation Existing Team The IT Service Creation team in DVLA includes Technical Product Managers, Agile Delivery Managers, Delivery Managers, Business Analysts, Software Engineers, Infrastructure Engineers and Testers DVLA’s Telephony project team will include a Technical Product Manager and overseeing architect, working into the Portfolio lead. Business requirements will be developed in collaboration with key stakeholders within DVLA. Current Phase Discovery Work Location Longview Road, Morriston, Swansea, SA6 7JL Working Arrangments The supplier is expected to work from the DVLA Swansea Offices Security Clearance Minimum BPSS clearance or clearable and if SC clearance is deemed required throughout delivery DVLA will sponsor. Additional T&Cs This service sits outside of IR35. DVLA expects the supplier to evaluate a number of technical solutions, to ensure there is no conflict of interest when formal product selection occurs within the procurement phase of the project. Skills & Experience Evidence and experience over a period of 1 or more years of construction of delivering large scale telephony integration projects. Evidence and experience over a period of 1 or more years in delivering a Unified Communications strategy and delivery roadmap, supported by examples and contactable references. Evidence and experience over a period of 3 or more years of delivering complex SaaS solutions capable of integration with both Cloud and localised physical infrastructure and applications. Evidence and experience over a period of 3 or more years in delivering telephony for contact centres. 3 or more years’ evidence and experience delivering enterprise scale telephony projects at pace (particular interest in deployment of cloud based telephony solutions), supported by delivery examples and contactable references. Nice to Haves Evidence and experience over a period of 3 or more years of working in a successful agile delivery environment. Evidence and experience over a period of 3 or more years delivering IT investments and large scale projects with proven track record of meeting these in the simplest manner possible No. of Suppliers to Evaluate 10 Proposal Criteria Approach and methodology Estimated timeframes for the work How they’ve identified risks and dependencies and offered approaches to manage them Cultural Fit Criteria Provide an example of being able to form effective relationships with people of all seniorities and job types Provide an example of how you enable Self-starters and inspire others to action Provide an example of supporting enablement of in-house subject matter expertise, engaging with staff and creating an environment of knowledge sharing. Provide 2 or more examples of communication and influencing skills. Provide an example of ability to coach, document and handover to staff Payment Approach Time and materials Assessment Method Written proposal Case study Work history Reference Presentation Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers Budget range supplier to propose