Scope, development, delivery and support of Customer Service Self-Service web based Portal

Tender description

Why the Work is Being Done "NHS Property Services Limited (NHSPS) is one of the largest property owners in the UK, with a £3 billion asset portfolio, approximately 4,000 properties spread throughout England. The work is scheduled to start Oct 1, 2020 and end by Sep 2021. Phase 1 to be delivered by Feb 21, Phase 2 to be delivered by Sep 21. This project proposes an investment to scope, develop and deliver a holistic digital portal that provides customers with a self-service access to four main functions: a) Access to NHS Property Services such as raising FM job requests, raising queries, raising data change requests etc. b) Customers to have visible data about their organisation including information such as their account details, property portfolio, contact info for billing etc. c) Online advice and collaboration opportunities such as online resources, specialist online forums etc. d) Ability for customers to obtain relevant information about NHSPS such as service catalogue, testimonials etc. " Problem to Be Solved NHSPS customers do not currently have an ability to comprehensivlely view their NHSPS occupancy and facilities management property and finance related data. If customers require information, they currently must contact a local NHSPS manager, the FM Helpdesk or the Customer Support Centre (CSC), and await their response. The contact data from the Customer Support Centre (CSC) confirms that over two-thirds of inbound customer contact is generated by customers requiring access to their data and property or finance documentation. It is envisioned that an automated, self-service portal would enable customers to access all of the necessary information at their fingertips, as well as raise queries against it and identify incorrect contact and billing data held by NHSPS, which currently has to be reviewed manually by our Marketing Operations and Customer Engagement teams. Requirements to identify these needs have been captured by a previous small-scale portal pilot in 2018/19, customer feedback through our Customer Insight programme, a requirements gathering workshop in January 2020 and customer contact data. A third party was also appointed to deliver the technical specification and scope the service requirements. Who Are the Users "The NHSPS Customer Portal should be a single source of truth customer digital solution that enables customers to log cases/issues and track incident status. This will provide customers with self-service access to their account information when required. This project proposes an investment to develop, deliver and maintain a holistic digital portal that provides customers with self-service access to: • Raise FM job requests and track their status • Review their occupancy data and raise queries against it • Access finance data and documents, including Annual Charging Schedules (ACSs), invoices, statements • Access important information, communications, and guidance documents about being an NHSPS customer • Enable colleagues within their organisation to access these functions as required" Early Market Engagement N/A Work Already Done "The NHSPS project team have worked with a third party to undertake a Discovery phase where clearly defined workflows, user stories, prototypes, non-functional requirements and architecture options have been delivered. The document is referred to as the Release Plan & Design document and provides the output for the discovery phase of the project. This document will be shared with all shortlisted providers upon issuing the main competition stage" Existing Team The NHSPS Customer Portal in currently in discovery phase with a set of prototypes which would provide the Alpha stage deliverables. The supplier will collaborate with a number of integration suppliers at NHS Property Services to ensure that data can be provided from current NHS systems. The Customer portal platform will need to be developed to incorporate these integration layers and work closely with our NHS Customer Portal team. Current Phase Discovery Work Location Co-location between the supplier and the NHSPS Project Team is not essential but should be a collaboration option. The supplier is expected to supply their own development environment. Successful supplier is expected to be able to attend meetings as work is carried out under the Contract in person or, if the corona virus pandemic prevents this, via video conference. Working Arrangments The supplier should provide an appropriately skilled and experienced project manager, architect, developers, and testers with sufficient experience in delivering web portals through agile delivery. NHSPS will use an agile development methodology to manage the developments required, with meetings held to monitor the progress of the project. The development phase is due to start Oct 1, 2020. Phase 1 (FM release) to be delivered by Feb 21, Phase 2 to be delivered by the end of Sep 21. Security Clearance TBC Additional T&Cs DOS-4-Call-Off-contract Draft version will be provided at the main competition stage Skills & Experience Evidence of developing a web based customer portal system built around Real Estate data and with a focus upon the Customer Experience Demonstrable history of positive customer outcomes from portal development in a B2B environment Evidence of how the supplier aligns with ISO standards 90003, 27001 and 9241 Supplier to demonstrate experience of delivering projects using Agile methodolgies of a similar scope (within last 3 years) Azure experience - Supplier to be able to demonstrate skillset including: Java script, HTML, .com/.net, Microsoft stack, in line with our architecture, 3layer development Ability to deliver within the timeframes specified with a track record of early delivery Proven experience building easy-to-use web-based / mobile applications Skills and experience interfacing with integration layer Proven experience conducting and documenting user research, and iterating project work accordingly Demonstrate understanding and ability to deliver digital services/products to the Government Digital Service standards Demonstrate a successful approach to completion of required, Penetration Testing, Service Readiness, and release reviews as part of quality and acceptance tests. Proven track record of building services with robust disaster recovery plans in place Proven track record of building services automated testing procedures Use and knowledge of GitHub, GitLab, Drone, Jenkins Demonstrate knowledge of working with 3rd parties to develop standard interfaces and data exchange portals Have availability of resources to be able to start as soon as possible Demonstrable evidence of providing 24/7 level 2 service support to mission critical services and systems Demonstrable experience in successfully working in a multi-discipline, multi-vendor team environment, managing cross stream dependencies, and planning with agile teams to articulate detailed delivery plans e.g. in 1/3/6 month blocks Demonstrable evidence of ability to run agile teams remotely and collaboratively and manage geographically dispersed teams Nice to Haves Development using Open Source products A track record of successfully delivering IT projects within public sector organisations Demonstrate experience of writing cloud native / 12-factor apps Have experience of successfully transitioning projects into a live service environment within a government department within the last 12 month Innovative solution design and development NHS Experience including stakeholder management No. of Suppliers to Evaluate 6 Proposal Criteria Technical solution Delivery approach, capability and methodology How the Approach or solution meets user needs Resourcing approach and capability How the approach meets the NHSPS goals Relevant experience (including evidence, such as URL from previous customers where a similar portal has been delivered, and customer contact details for reference) Project plan / timeframes for work How the supplier identifies risks and dependencies and offered approaches to manage them Team structure, including CVs or testimonials about the individuals outlined to work on the project. Value for money Cultural Fit Criteria Work as a team with our organisation and other suppliers Share knowledge and experience with other team members Be transparent and collaborative Challenge the status quo Innovative The cultural fit will be further evaluated during the presentation stage Payment Approach Fixed price Assessment Method Case study Work history Reference Presentation Evaluation Weighting Technical competence 65% Cultural fit 10% Price 25% Questions from Suppliers No questions have been answered yet Budget range "the estimated project budget is circa £750k capex £500k fy20/21 phase 1 £250k fy21/22 phase 2 the estimated project budget is circa £240k opex to cover support and maintenance costs £80k fy20/21 phase 1 £160k fy21/22 phase 2 "