Jadu Integration Services

Tender description

Summary of the work Digitisation of 50 user journeys using the Jadu platform Expected Contract Length Up to 25 weeks Latest start date Monday 1 June 2020 Why the Work is Being Done Slough Borough Council’s strategic aim is to improve the customer’s ability to self-serve, thereby releasing resources to concentrate on the complex and highly demanding cases. To support this strategic aim, Slough Borough Council intends to replace its entire CRM, CMS and Customer platform (webforms, customer account, integration to line of business applications) with the Jadu Continuum platform. The full platform has been procured and the project is underway. The Council will use the Jadu Platform to replace current functionality, ensuring business continuity; fulfil future requirements, enable digital transformation of manual processes (by both the customer and the relevant Council Officers) and deliver an affordable platform suitable for future investment without compromising on quality. The specialist provider will work with the Council’s Digital Platform Implementation Board, working alongside the SRO, Product Owner, Web Manager, Transformation Programme Manager and the Technology Supplier (Jadu). Suppliers will need to agilely support the Council in digitising services and integrating Jadu to LoB solutions, with work taking no longer than 25 weeks. The Council has currently established a prioritisation of 50 user journeys, spread over six sprints and two epics, with implementation at the end of each epic. Problem to Be Solved As a resident, business or visitor I need to have an online experience that is simple and intuitive for me so that I can succeed in transacting first time. As a council web team, we need to have front end design, UX and UI which supports residents, works across a variety of devices and will work as part of the chosen CMS. It also needs to be fast and easy to use by non-technical and technical staff alike. The web solution therefore needs to provide a best in class digital experience for end users, exploiting the CRM and integration capabilities of the Jadu platform to provide a single self service web portal for citizens that provides appropriate and simple user journeys. Who Are the Users As a citizen, I need to be able to interact with the Council's services and make requests for support in a simple manner that keeps me informed of progress and doesn't get held up in non-digitised workflows. This should be across all possible work requests spanning the full range of Council services, helping me get what I need from the Council quickly and simply. The Council has set out 50 business processes for this digitisation across 8 sprints and 2 epics (4 sprints in each epic). The Council can supply details of both the business processes and LoB applications in separate documents. Work Already Done A discovery phase has been undertaken. This worked with business users across the Council to understand the ability and appetite to digitise services. The list of 50 priority services can be requested. These have been organised into two epics, each of four sprints. Work has also been undertaken to understand the LoB applications that are required to be integrated to in order to digitise the user journeys. This can also be requested separately. Existing Team The supplier will work with the Council's staff across all of the services to support digitalisation. The supplier will also work with Jadu Creative Limited to make sure that the website designs and content supports the user journeys. The supplier may also need to work with suppliers of LoB applications to perform integrations to the Jadu platform. The supplier will report to a project board made up of representatives of IT and the business service areas. The product owner will be the Service Lead for Customer and Communications Current Phase Beta Skills & Experience • Have experience of implementation of the Jadu platform • Have experience of line of business application integration with Jadu across a set of applications which can be provided • Be able to redesign Council business processes to support digital first • Be able to design CRM processes and systems to support business process implementation • Have experience of working with local government • Have skills in business analysis Work Location Primary work will take place at Observatory House 25 Windsor Road Slough SL1 2EJ Work may also take place at council locations across the Borough of Slough. The Council will permit and encourage off-site working should this be appropriate. Working Arrangments The Council would prefer working with Scrum as the project management approach but will consider others. Payment for the work will be on a per sprint basis (on the assumption that Scrum is the agreed methodology). Costs must be fixed per sprint, and will not allow expenses. The supplier must report on progress and risk at the end of each sprint. Agreement to proceed on the next sprint will be given during the preceding sprint. No. of Suppliers to Evaluate 3 Proposal Criteria • Approach and methodology • Project management • Personnel • Risk management Cultural Fit Criteria • Work as a team with our organisation and other suppliers • Be transparent and collaborative when making decisions • Take responsibility for their work • Challenge the status quo • Can work with clients with low technical expertise Payment Approach Time and materials Assessment Method • Case study • Work history • Reference • Presentation Evaluation Weighting Technical competence 50% Cultural fit 10% Price 40% Questions from Suppliers 1. How can we get list of 50 priority services and LoB application details? Please email me at craig.lorne@slough.gov.uk and I will supply 2. What is the total budget allocated for this? We have estimated costs to be no more than £350,000. 3. Given this is a Beta delivery, is there an incumbent supplier that delivered Discovery and Alpha phases? A third party supported the Council in establishing the priority user journeys.Given the nature of the product, the project will move directly to beta. 4. Would the supplier be required to support the redesign of the customer journey? Yes, and this would need to allow for iterative redesign throughout implementation. We would also require the supplier to upskill the inhouse team to enable them to continue redesign work following go live. 5. In terms of your core services, have you mapped the user journeys and key issues? Some of this work has already been done, although not all of this is recent and it’s not complete. It may therefore be required for some service areas, at least to establish a baseline from which to assess the change. 6. Do you have any data from the contact centre, for example revealing the top issues raised? We haven’t historically recorded qualitative information, however we have been doing so over the past few weeks to understand common themes. Also, the service operators know very well what the common themes are from their experience. We additionally have a lot of volumetric data, for example showing the service areas with the busiest queues. 7. Is there any rationalisation of systems planned and/or any change to the wider technical architecture? We don’t want the CXM to be a duplication of any line of business systems. Jadu (the CXM and CMS platform being used) is distinct – it will link to the line of business systems, but only to transfer information to serve a particular transaction, rather than to fulfil the purpose of any line of business system. 8. Has the Jadu software been purchased? Yes. The Council is also working with Jadu Creative on the implementation and design of the CMS, including wireframes. The successful supplier will need to enter into a contractually binding collaboration agreement with Jadu Creative.