Provision of SharePoint and CRM Development and Support Services

Tender description

The National Transport Authority uses Microsoft Dynamics CRM 2015 on-premise version with SQL Server 2012 as the backend database. The system is used to manage customer /citizen communications from a number of channels, namely: - Parliamentary Questions; - Freedom of Information Requests and communications via the Authority’s website; - Queries to the following lines of business from the NTA website and through email channels: o Bus Licencing; o Cycling; o Bus and Train services; o Taxi Regulation matters; o Passenger information; o Passenger rights; and o Bus Connects programme matter. - Clamping appeals. The requirement for CRM going forward will be extended to cover many of the following requirements: - Incorporation of new functions assigned to the NTA; - Leapcard cases; - Possible inclusion of the CRM systems for other transport operators; - Inclusion of social listening and social media; and - Inclusion of new social channels such as chatbot. The Authority also uses SharePoint 2015 for basic document collaboration, throughout the organisation. The SharePoint system facilitates: - Document Management; - Team collaboration; - the provision of intranet (known as Transportal) and extranet portals (supplier collaboration sites); - external access for collaboration with external stakeholders; and - improved collaboration for the staff and board members. In the future, the platform may be extended to include: - automation of business processes through workflows where appropriate. The Authority requires a CRM and SharePoint service provider to assist with the above requirements.