ClwydAlyn Customer Portal

Tender description

Why the Work is Being Done As part of improving our services for residents we’re reviewing our applications estate. The current system has been flagged as a key area which we want to improve as our current offering isn’t built to the standard and needs that we’d like to offer our tenants and residents, with main issues arising around the initial sign up to the navigation and tracking systems in place. Problem to Be Solved ClwydAlyn’s current customer portal is limited and places greater demand on traditional channels which are more expensive and restricted to our opening hours. We would like our customers to be able to engage with us on their choice of channel, reducing the calls to the contact centre and allowing the contact centre to deal with matters where the phone channel can add value. Who Are the Users ClwydAlyn residents’ need to log into an authenticated area; quick self-serve and manage their housing needs online: o Ability to update their personal contact details o Ability to view their rent account o Ability to make a payment online through our customer portal interface, which is AllPay. o To contain information / provide links to other useful sites, such as local authorities, citizens advice etc. o Ability to report a repair, report anti-social behaviour o Ability to make a complaint or a compliment The Portal Administrator will need to be able to manage content for residents individually and regionally (tailored information) and have the ability to measure performance. Early Market Engagement Early market engagement has taken place with a number of digital agencies and suppliers to assess technology options available, indicative costs and project approach. Work Already Done Existing Team The supplier will predominately work with our internal project team. Key members include: Head of IT, Marketing and Communications, Business Intelligence Analyst, Head of Resident Services, Head of Income and Service Improvement, Procurement. Current Phase Discovery Work Location ClwydAlyn, 72 Ffordd William Morgan, St Asaph Business Park, St Asaph, Denbighshire, LL17 0JD Working Arrangments It is expected that the supplier will work closely with the internal and other external partners, including our residents, mostly onsite at the ClwydAlyn head office. ClwydAlyn expects a collaborative approach to delivery. Knowledge and skills transfer is also a key requirement. All expenses must be included in the price. Security Clearance Must adhere to ClwydAlyn’s Data Protection requirements. PCI compliance if taking payment. ISO27001 preferred but not required. Additional T&Cs Skills & Experience Extensive experience of developing and delivering innovative and integrated digital platforms within the Social Housing Sector Portal functionality to include Self Appointed Repairs, Rents & Payments (Multiple Accounts); Complaints, Service Charges, ASB, Service Requests. Proven track record of successfully integrating with Housing Management Systems – significantly weighted Web services and API's provided for integration as required Product must be mobile responsive (HTML5 and CSS3 or similar) and able to render information and documents Product to ‘plug-in’ to our data warehouse so we can report on the data using SSRS, Power Business Intelligence. Experience of designing services for users with low digital literacy and awareness of Initiatives and solutions to tackle digital exclusion and barriers to adoption of digital platforms Experience of collaboration with 3rd party website designers / vendors to ensure a seamless experience for customers across platforms Evidence of content design skills Experience of carrying out user research and delivering successful discovery outcomes Payment Integration ideally with current payment vendor AllPay Easy to manage content delivered through a secure CMS Platform must comply with industry best practice for security and GDPR and provide feature rich registration and authentication options for users / tenants Experience of digital guidelines to maximise reach and adoption of the portal Evidence of providing a portal for managing tenant and customer engagement / consultation (e.g. Surveys, Feedback, expressions of interest for events etc) All pages / sites should be mobile responsive, delivering the same experience across all types of devices and platforms including desktop, mobile, tablets, android / apple etc. Product must be scalable and adaptable as requirements change. Welsh language is a requirement, any additional language functionality is a bonus. Ability to push messages out via the app to an area or full tenancy list Allows customers to choose their communication preferences and the ability to extract this information Nice to Haves Skills to develop the integration platform in such a way that it is easy to switch between different back office systems if and when the need arises No. of Suppliers to Evaluate 5 Proposal Criteria Technical solution Approach, methodology and resources How the solution meets the users needs How the solution meets ClwydAlyn’s requirements and vision Ability to meet ClwydAlyn’s timeframes Identification of risks and dependencies and approach to managing them Company size, team structure and accounts Value for money Cultural Fit Criteria Extensive experience of collaboration with both digital partners/agencies and clients within the Housing Sector Experience of working with an internal project team with an open and transparent approach Experience of working with the end user, e.g. our residents Willingness to share knowledge and experience with other team members Willingness to work according to the values of ClwydAlyn Payment Approach Fixed price Assessment Method Evaluation Weighting Technical competence 55% Cultural fit 10% Price 35% Questions from Suppliers Budget range we would not expect this to be costed on a daily rate but based on 4500 tenants / 6000 homes