Strategic Delivery Partner for the Customer Focus and Website Modernisation Programme

Tender description

Why the Work is Being Done The Council is seeking to procure a delivery partner to assist with design and implementation of a Corporate approach to Customer Management including modernisation of the Council’s website. The Council needs to make savings, increase efficiency and also meet the expectations of the city’s citizens in delivering services which are centred on their needs. It wishes to take an agile service design approach to transformation in order to make significant and accelerated progress to meet these key aims. This work will directly contribute to the outcomes defined in the Belfast Agenda. Problem to Be Solved 1. Design and implement a Multi-Channel Customer Hub, taking a ‘wide and shallow’ approach to managing customer services. 2. Deliver a business process review of Cleansing and Waste services to facilitate a ‘digital first’ approach to agile user-centred service design. 3. Transfer Knowledge to allow the Council to continue service design in other areas. 4. Provide programme oversight so projects align with established design principles ensuring seamless UX design and integration. Projects include: -Customer Hub design and implementation -Website Modernisation –Website Design and Web CMS implementation -Corporate CRM implementation -Integration approach and Integration Platform implementation -HR and Organisational Development approach Who Are the Users Elected members – Councillors, MLAs, MPs, Political Party Representatives Visitors – Day Trippers, Overnight Visitors, Coach Tours, Cruise Ships Staff – Chief Officers, Management, Administrative, Operational/Frontline Partner Organisations – Visit Belfast, Translink, DFC, NIHE Investors/Developers – FDI Investors, Tourism Investors, Property Investors Members of the Public – Resident/Rate Payer, General Public Non Ratepayer, Student, Worker, Service Users Businesses – Start Up Business, SMEs/Large Scale, FDI Indigenous Companies, Entrepreneurs, Community/Voluntary Orgs Early Market Engagement N/A Work Already Done A new blueprint for customer services should be based on the principles outlined in the Discovery Summary which can be obtained on request: These include: • Consistent joined-up, corporate approach, underpinned by standards • Customer centricity to improve customer experience • Provide access to the right information at the right time from anywhere • Deliver greater insight and analysis on customer behaviour , driving decisions based on data • Digital First not Digital Only to enable inclusivity and channel choice • Improve efficiency of processes to support the scale of growth required to meet the Belfast Agenda Existing Team The provider will be expected to work directly with the Programme Director for Customer Focus and an internal project team established to deliver the Customer Focus Programme. The supplier will also be expected to work closely with any technical delivery partners that the Council engages to ensure that the Customer Hub design and service designs created by the Strategic Delivery partner are translated into a successful implementation for the Council. For example CRM or Integration platform suppliers and advisors. Current Phase Alpha Work Location The provider will be expected to work with business users and stakeholders, and will be onsite (9-21 Adelaide Street, Belfast BT2 8DJ) during this time. Working Arrangments The provider's team will work in a collaborative and transparent way with the Programme Director for Customer Focus, Project Team and technical partners to provide the focus to make sure the programme is delivered within required the timescales. Suppliers must include travel and subsistence costs in their budget proposals. Oversight will be provided by a Customer Focus Project Board whose members include: •Director of Finance and Resources – Chair •Director of City and Neighbourhood Services •Director of City and Organisational Strategy •Programme Director for Customer Focus •Head of Marketing and Communications •Head of Digital Services •Continuous Improvement Manager Security Clearance BPSS – Basic Disclosure Additional T&Cs N/A Skills & Experience Have demonstrable experience in delivery of successful Multi-Channel Customer-Hubs (Contact-Centres) and the technology required to deliver them within an organisation undertaking a complex Customer Service transformation programme within the public-sector.(3%) Have demonstrable experience in delivery of successful user-centred service redesign and continuous improvement programmes to support complex service and technology transformation (3%). Have demonstrable experience of effectively planning for new user centric IT digital services which incrementally integrate with backend legacy applications and third parties (3%). Have demonstrable experience of leading public sector teams, and assistance with building an in-house service design approach, particularly those with limited experience of Agile user centred design (3%). Have demonstrable experience of knowledge sharing and skills transfer with in-house teams in order to build sustainable capability (3%). Nice to Haves No. of Suppliers to Evaluate 5 Proposal Criteria Proposed approach and methodology for undertaking the design and implementation of the Customer-Hub, highlighting: support of workplace planning, alignment with the Council’s wider change programme, departmental interdependencies, key project risks.(17%) Proposed approach and methodology for undertaking user-centred service design (17%). Proposed deliverables and timeline for design and implementation, including team size, roles and responsibilities (15%). Cultural Fit Criteria Evidence ability to effectively communicate with staff and stakeholders at all levels, understanding their priorities while enabling the project to progress (2%). Evidence of challenging accepted ways of working and encouraging the development of new business processes (2%). Evidence of encouraging a collaborative approach and no blame culture to problem-solving (2%). Payment Approach Time and materials Assessment Method Written proposal Evaluation Weighting Technical competence 64% Cultural fit 6% Price 30% Questions from Suppliers Budget range the budget for this procurement is estimated to be £200,000 - £250,000.