Get into Teaching Information Service (GiTiS) CRM: Live Public Beta - maintenance and development

Tender description

Why the Work is Being Done DfE is responsible for ensuring that there are sufficient teachers throughout the country. Teacher recruitment is challenging, and a top education priority. To this aim, we run the Get into Teaching Information Service – this combines direct marketing (email and SMS) with contact centre services and adviser support. We’ve built a new CRM and aim to launch this as a live Public Beta at the end of March 2019. This service will help us better understand and support candidates for teacher training. It will also: • improve data processing; • increase the flexibility of our approach; and • enable efficiencies. Problem to Be Solved We are seeking a supplier with the skills and capability to maintain and develop the live Public Beta service from 1 May 2019 and to transition the support and maintenance to an internal team. We have a potential backlog of improvements which will need to be further researched and prioritised. These include: • enabling users to self-serve for reporting, analysis and insight; • enabling call centre agents to be able to transfer live calls to external advisers by integrating with a third party platform; • Integrating the CRM with webchat and other services. Who Are the Users The CRM will support the following user needs: As a contact centre, I need to offer inbound, outbound and one to one advisory services, so that candidates are supported and encouraged to apply. As a DfE manager, I need data on user engagement and success so that I can make strategic decisions on teacher recruitment. As a Direct Marketer, I need to deliver email, SMS and outbound call campaigns, so that candidates are well informed and encouraged to apply. As an Event Manager, I need to monitor interest and quality of events, so that I can measure the event success. Early Market Engagement Work Already Done We worked previously with Olive Jar during the Discovery, Alpha and the Beta Build stages. We are on track to launch a Release 1.0 of the Public Beta CRM Service on 31 March 2019 and Olive Jar will support and stabilise the service in the first month of its operation and handover to any incoming supplier. Release 1.0 was developed in accordance with the Technology Code of Practice and the GDS service standards. Shortlisted suppliers will receive a detailed information pack containing further information. Existing Team DfE will provide: Senior Responsible Owner Deputy Service Owner Product Manager User Support Agents The supplier is expected to provide the team roles required to maintain and develop the live Public Beta service to meet GDS service standards. For example, user researcher, delivery manager, developer etc. Current Phase Beta Work Location Co-located working from DfE's Manchester office; Piccadilly Gate, Store Street, Manchester, M1 2WD. Some travel to other DfE sites, and the call centre (Bristol and Manchester) to meet users is expected. Expenses must be included in the contract sum as there is no separate budget for this. Working Arrangments This is a project that has been delivered in an agile way, meeting GDS service standards and in accordance with DfE programme, architectural, technical and security principles, standards and governance. The supplier will be expected to continue delivering the project in this way. This will be a live service, therefore technical support may be required, out of core hours. We will manage the project using Statements of Work, one per product release, each specifying outcomes that must be delivered on a capped time and materials basis. Security Clearance Baseline Personnel Security Standard (BPSS) is required for all team members. This will need to be in place before the team starts. There will be handling of individual level and aggregate level data which is official sensitive. The supplier will also need to be compliant with DfE's Departmental Security Standards. Additional T&Cs All IPRs (as defined) in the Project-Specific IPRs and the Deliverables shall vest in the Buyer unconditionally and immediately upon their creation. Skills & Experience Significant experience of developing a Microsoft Dynamics 365 CRM system that has met user needs through a user-centric/UX design. Significant experience of building CRM services using Microsoft Azure cloud. Experience of integrating a CRM service with contact/call centre services, and other external APIs, such as; GOV.UK Notify, SendGrid etc. Demonstrable experience of working in an agile way, including building and working from a backlog, reprioritising and working with stakeholders to deliver incremental value. Evidence of supporting a live service that requires service support out of core hours (e.g. evenings or weekends). Significant experience of delivering a live Public Beta service in an agile way, and in accordance with the Technical Code of Practice, including the Government Digital Standard (GDS) (https://www.gov.uk/service-manual/service-standard). Demonstrable evidence of assessing and mitigating security and privacy issues and ensuring GDPR compliance. Nice to Haves Knowledge of DfE digital services and the department’s architectural approach. Evidence of ability to communicate progress effectively, to engage a wide set of users across government audiences including senior level stakeholders in Show and Tells and other key meetings. No. of Suppliers to Evaluate 4 Proposal Criteria Demonstrate strategy to identify and manage risks and dependencies for a live Microsoft Dynamics 365 CRM, hosted on a Microsoft Azure platform, with a user centric design. Proposed team structure and expertise, including how the team will work with DfE team members and justification for each role. Proposed approach and estimated timings for delivering the service backlog, demonstrating flexibility and ability to pivot resource in response to service issues/outages and how value for money will be achieved. Demonstrate plan for handover, including knowledge transfer, ways of working, gaining familiarity with the existing systems. Cultural Fit Criteria Experience of working within government departments that are yet to fully embrace agile ways of working, or are new to digital delivery. Experience of working in multidisciplinary Agile teams within Government. Experience of working with operational delivery and policy colleagues, and communicating effectively with key stakeholders and users. Payment Approach Capped time and materials Assessment Method Written proposal Presentation Evaluation Weighting Technical competence 70% Cultural fit 10% Price 20% Questions from Suppliers Budget range the maximum budget is £800k (exc vat) for the initial period of the contract until 31 january 2020. the maximum additional budget for any extension for from 1 february 2020 until 31 july is £480k (exc vat). funding beyond 01 february 2020 is subject to internal approvals.