CRM (Customer Relationship Management) and Analytics Expert Discovery Partner

Tender description

Why the Work is Being Done HMLR will implement a new CRM solution by August 2021 to support delivery of our Customer Strategy. HMLR are looking for a CRM Partner to undertake approx. 4 – 6 weeks of work to review HMLR’s needs for CRM and Analytics and to present options, estimated costs and timelines for solutions that meet these needs, based on best practice and experience, ideally within similar Government departments (as well as private sector). The desired outcome is to implement a solution that solves the problems outlined below, meets user needs and to create a single, accurate view of a customer in HMLR. Problem to Be Solved HMLR need: To ‘Listen to the voice of the customer’ by improving our collection and use of customer information. A single, accurate view of our customers by having information that is joined-up and accessible across the organisation. To better target customers for products and services marketing. To assure the identity of our customers for counter fraud and channel management purposes. To ensure data capture is based on defined and consistent criteria to improve data quality. Improved analysis to better understand our customers and their behaviours to support account management (and other targeted activity). Improved management of customer communication preferences. Who Are the Users Customer facing teams, operational delivery teams and other key corporate functions as required. Early Market Engagement Work Already Done HMLR undertook a review of its Customer data use and requirements between December 2017 and June 2018. This verified several key problems with the current state of customer data in HMLR and identified a high level, desired future state for customer data, based on extensive user research. Existing Team Business Stakeholders, current project team (most of them based in Plymouth) Current Phase Discovery Work Location HM Land Registry - Plymouth Office Seaton Court, 2 William Prance Road, Plymouth PL6 5WS HM Land Registry - Croydon Office Trafalgar House, 1 Bedford Park, Croydon CR0 2AQ Plymouth Office & and at least a week in Croydon Office with workstream lead, other directors and customer programme. Working Arrangments • Laptops will be supplied but all other equipment needs to be BYO • Work is expected to be completed onsite in the Plymouth office for the duration of the work with an estimated one week located at the Croydon office with workstream lead and other directors (see above). Security Clearance Additional T&Cs • The standard terms and conditions (T&Cs) of a DOS framework agreement call-off contract apply. • Any claim for travel and subsistence will be made in accordance with HMLR’s travel and subsistence policy. • Travel and Subsistence (T&S) will not be paid for travel to the "home" office which will be Plymouth. • Weightings will be applied in a 2 Stage process Stage 1: (shortlisting) will be completed against the Essential Skills and Experience Criteria. Stage 2: (Evaluation) The weighted evaluation criteria for the Proposal Criteria, Cultural Fit criteria, and Payment Approach criteria will be applied to the shortlisted suppliers. Skills & Experience Demonstrable experience of implementing or working with multiple CRM solutions from different independent suppliers Demonstrable experience of user needs discovery in the context of customer-facing services (both private sector and cross-government) Demonstrable experience of options evaluation and recommendations reporting Demonstrable ability to hit project deadlines and deliver required quality Demonstrable experience of communicating complex issues using clear and concise language in both written and verbal ways to a variety of audiences and expertise levels Demonstrable experience of working within Agile project environments Demonstrable experience of working with remote virtual teams Credentials & references Nice to Haves No. of Suppliers to Evaluate 5 Proposal Criteria Work History, including experience of the essential and nice to have skills and experience detailed in stage 1 - 15% Approach and methodology, including experience of the essential and nice to have skills and experience detailed in stage 1 - 15% Ability and methodology to tackle our problem as set out above - 15% Team structure and resourcing models, including experience of working alongside clients in co-located - integrated teams, together with representative CV’s of key roles - 5% Case studies and references. We will follow up on all references given during evaluation, so contact must be clear - 5% Cultural Fit Criteria Experience of implementing CRM solutions in Government and/or Local Authorities Work as a team with our people and suppliers to uphold HMLR values of Assurance, Innovation, Integrity and Professionalism. Ability to challenge the status quo in a constructive manner Adaptable to work with teams with varying ways of working and different work patterns. Be transparent and collaborative when making decisions Share knowledge and experience with other team members to build capability in house Payment Approach Capped time and materials Assessment Method Written proposal Case study Work history Reference Presentation Evaluation Weighting Technical competence 55% Cultural fit 10% Price 35% Questions from Suppliers Budget range