Software programming and consultancy 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: —— bus licencing, —— cycling, —— bus and train services, —— taxi regulation matters, —— passenger information, —— passenger rights, and —— bus connects programme matter, — clamping appeals. Additional details on the scope and requirements are provided in the tender documents. 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: —— bus licencing, —— cycling, —— bus and train services, —— taxi regulation matters;, —— passenger information, —— passenger rights, and —— 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.