Software package and information systems

Tender description

Westminster City Council (“The Authority”) requires a cloud-based booking management system to make it as easy as possible for residents and businesses to access, book and pay for our services online whilst improving the customer journey and experience. This will automate activities to minimise end-to-end administrative duties, reduce customer contact, manual intervention and printing/postage. The booking management system is to be delivered and tailored for corporate use across the Authority, however initially we aim to pilot 4 service areas: — libraries: to enable customers and back office staff to manage room bookings at various sites, — sayers croft: to build an end to end solution for booking and event management at various sites, — Street Entertainment: to enable customers to book and pay for slots at specified locations, — registrars: to enhance the existing capabilities to provide a ceremony management system to improve customer experience. Westminster City Council (“The Authority”) requires a cloud-based booking management system to make it as easy as possible for residents and businesses to access, book and pay for our services online whilst improving the customer journey and experience. This will automate activities to minimise end-to-end administrative duties, reduce customer contact, manual intervention and printing/postage. The booking management system is to be delivered and tailored for corporate use across the Authority, however initially we aim to pilot 4 service areas: — libraries: to enable customers and back office staff to manage room bookings at various sites, — sayers croft: to build an end to end solution for booking and event management at various sites, — street entertainment: to enable customers to book and pay for slots at specified locations, — registrars: to enhance the existing capabilities to provide a ceremony management system to improve customer experience. The booking management system should include and not be restricted to the following capability: 1) Online management of bookings through a customer portal; 2) Document management for bookings; 3) Cancel, amend and recurring bookings; 4) Explore payment capabilities; 5) Include pricing variation tool including promotional offers, discounts, early bird offers, etc.; 6) Workflow to back office; 7) Audit trail; 8) Back office/super user capability; 9) API’s to connect to internal systems; 10) Single sign-on capability; 11) Customisable user journey; 12) Standard Accessibility Guidelines (WCAG — Web Content Accessibility Guidelines). The Authority intends to host a supplier engagement event week commencing Monday 18.2.2019 (actual dates and locations to be provided at a later stage). 2 days have been set aside for the Authority to meet with suppliers individually. Unfortunately we will not be able to see all suppliers over the two day period or provide alternative dates. The deadline for suppliers to submit their expression of interest is Monday 11.2.2019. To express an interest to attend the supplier engagement event, please contact Leo Fernandes lfernandes@westminster.gov.uk