CP1659-18 Discovery exercise gathering & analysing performance data for customer touchpoints

Tender description

Summary of the work Use supplier and DCC software and tools to collect, collate and analyse multichannel customer engagement. Develop a complete picture of engagement across channels. Synthesise data to prioritise service areas requiring digital service improvement. Develop maintainable benchmarks, frameworks and dashboards that enable DCC to monitor service improvement impact. Expected Contract Length 3-months Latest start date Monday 3 December 2018 Budget Range Up to £20,000 Why the Work is Being Done Devon County Council (DCC) has a several channels for customer engagement. Our strategic goal is to increase independence among residents by providing easy-to use digital services that make it possible for more people to self-serve via its website and reducing contact via telephone and email. DCC is seeking a supplier that can help it to develop a complete picture of customer contact by undertaking a data-centred discovery exercise focused on customer engagement. The work must be complete by 28th February 2019, when DCC will begin developing services on a new low code digital platform. Problem to Be Solved DCC needs to know how customers are engaging with the organisation's services across different channels so that it can identify strategic priorities for increasing the independence of residents and have benchmarks that will illustrate the impact of digital service improvement. Who Are the Users As a resident I need to contact the council so I can get something done As a performance analyst I need to understand how customers are accessing the council's services so a I can prioritise digital service improvements. Work Already Done We have Google Analytics installed across our digital channels. We have Netcall installed in our Customer Service Centre. Existing Team The primary contact will be the Digital Team lead who will enable engagement with digital communication team members, customer service centre staff, etc. Current Phase Discovery Skills & Experience • The allocated practitioner has excellent written and verbal communication skills - 5 points • The allocated practitioner has expertise and experience of using software including but not limited to Google Analytics to analyse the performance of customer engagement channels - 15 points • The allocated practitioner has expertise in synthesising complex and varied datasets into coherent insights that highlight issues and opportunities within the context of channel shift - 15 points • The allocated practitioner has experience of designing and creating performance dashboards – 10 points • The allocated practitioner has experience of incorporating multiple data sets into performance dashboards - 5 points • The allocated practitioner has strong organisational skills with the ability to plan and prioritise own workload with competing priorities - 5 points • The allocated practitioner has experience of using data to tell a compelling story and to obtain the support of senior managers for a set of recommendations - 5 points • The allocated practitioner has experience in using data to prioritise service improvement and inform channel shift strategies - 15 points Nice to Haves • The allocated practitioner has experience of channel shift within local government • The allocated practitioner has experience of using data to identify pain points within customer journeys Work Location Primarily County Hall, Topsham Road, Exeter although some visits to other locations in the South West may be required Working Arrangments The organisation will be required to spend most of their working time at County Hall, Exeter to engage with stakeholders in setting up and delivering the project, running workshops, using software applications to gather data.  There will be regular visits to the Customer Service Centre, Tiverton. Work can be undertaken in other locations on agreement with DCC. It is anticipated that this role will be for approximately 3 days per week or less dependant on resource allocation (there may be periods which are busier and some weeks which are quieter depending on the stage of the process). Security Clearance The winning provider may be required to complete a Public Service Network (PSN) agreement and would be required to sign the Data Processing Agreement. Additional T&Cs All expense and costs to be included in the quoted price. No. of Suppliers to Evaluate 8 Proposal Criteria • The proposed approach and methodology • How the approach or solutions meets the user needs • How the approach or solution meets our business goal • Estimated timeframes for the work • Identified risks and dependencies and offered approaches to manage them • Team structure • Price • Value for money • Technical solution Cultural Fit Criteria • The allocated practitioner has experiene of working with technical and non-technical staff to understand requirements - 2 points • The allocated practitioner has experience of rapidly building productive relationships with employees at different levels of large, complex organisations - 3 points Payment Approach Fixed price Evaluation Weighting Technical competence 75% Cultural fit 5% Price 20% Questions from Suppliers 1. Do you have an incumbent supplier who has already worked with you to scope this requirement and will they be bidding for this? DCC do not have incumbent supplier. 2. This tender appears under the Outcomes framework, but refers to a practitioner. Can you confirm that you are seeking proposals from an agency rather than an individual? The requirement is to engage an organisation to deliver a package of work. They may then assignment one or a number of practitioners to deliver the outcomes. 3. Would the price need to include expenses or would these be considered separate from the quote? Yes, as specified in the assignment details the price would need to include expenses . 4. Are Google Analytics and Netcall the only data sources that will form part of this project, or do you anticipate additional data being surfaced in dashboards and reports? There will be more data sources. GA and Netcall are the two major corporate systems. Data will need to be collected, analysed and synthesised for other customer contact channels such as social media, web chat and direct contact with service teams. 5. Under working arrangements, you state that 'Work can be undertaken in other locations on agreement with DCC. 'Can you clarify what this means? Would you be open to a supplier working on site when stakeholder interaction was required but working remotely when analysis and reporting was being carried out? Happy for work to be carried out remotely provided supplier is able to attend County Hall as required at the discretion of DCC. 6. We understand from your tender that you are looking for a supplier to carry out discovery exercise across all channels (i.e. phone, email, F2F, etc.). We are unclear as to whether this covers all transactions that the council offers residents or whether it will focus on a representative sample. Can you specify which transactions you would want this work to cover?” In so far as it is possible we would like to understand total volume of customer contact across available customer touchpoints and granular details against strategically important service areas.