Transaction-processing software package

Tender description

Appointment Booking and Management Tool for Scotland’s Social Security Agency. Purpose of the appointment booking tool: Social Security Scotland Agency (SSS) does not currently have an enterprise-level offering with which clients can request and book appointments with appropriate Agency colleagues. We recognise that citizens will require options and choices regarding how and when an appointment with Social Security Scotland Agency (SSS) will take place. We are pursuing a digital approach which will give citizens: (a) a choice of geographic location for the appointment; (b) choice — based on suitability — of premises for the appointment; and (c) choice — based on need — of the duration of the appointment. This flexibility is offered on the basis of looking to treat our citizens with dignity, fairness and respect in the course of their seeking the support of the Agency. The proposed procurement seeks to explore the market options for the provision of an appointment booking and management tool, with the ability to integrate with other applications and data sources via APIs. Scottish Government are currently going through a detailed Discovery phase with the array of user groups identified above to fully understand their particular needs and put these at the centre of the service. The output of Discovery will inform policy decisions, and feed directly into the design and build of user-centred services, and ensure an excellent user experience. It should be noted that the applicants will include citizens with accessibility needs, and this needs to be considered fully when designing our citizens interaction with the agency. The agency will be providing a geographically dispersed local delivery service-model for our citizens, which envisages Local Delivery Officers being located in a number of public sector buildings (e.g. Local Authority premises, General Practitioner surgeries, Libraries, etc.) throughout the country. In addition, a Home Visit service will be offered via a peripatetic subset of local delivery users — accordingly, respondents to this RFI should give an overview of: — how their solution addresses the challenge of the “Travelling Salesman Problem”, — how their solution can be used with mobile hardware, and how it deals with scenarios where internet or mobile phone network coverage is intermittent or not available (e.g. in circumstances where a peripatetic user is in rural locations which are coverage “blackspots”), — the solution should provide for native training content, and/or a training/sandbox mode that allows users to interact with the capabilities and features in order to allow them to familiarise themselves before using the production instance, — provide information on the level of web-based learning/training resources that accompany the solution, — provide information on if/how the solution is architected in the context of Cloud technology, — provide additional information as requested within the body of the attached request for information document.