Business and management consultancy services

Tender description

Walsall Council is undertaking this market sounding exercise to obtain the views of potential contractors on the procurement process and possible future strategy for the provision of the Business Integration and System Implementation of the Council’s newly chosen CRM system, Microsoft Dynamics 365. Local government continues to face an unprecedented set of challenges with further reductions in the funding provided by central government expected, alongside increasing demand for existing and new services. Walsall expects to have a funding gap of GBP 58 million in the period to 2022/23. The Council have therefore embarked on a transformation journey, named Walsall PROUD Programme (WPP), to help close this funding gap and establish digitally enabled ways of working to help address the challenges and opportunities it faces. Improving customer experience is at the heart of the WPP. As such, the Council is developing ways of working that will meet customer expectations today and reflect the changing customer demands of the future. The Council has embarked on a programme of work in relation to how customers contact the Council and access its services. This programme has been split into a number of different work streams, which will deliver significant improvements to customer experience, outcomes, and efficiencies across the whole Council. One key work stream within WPP is Customer Access Management (CAM). As part of the CAM work stream, the Council has identified that it currently does not hold a single view of all its customers, has no ‘front door’ for access to services, and has limited integration of services. To help rectify this, a key priority for the Council is the investment in a fully integrated Customer Relationship Management (CRM) system. The Council now requires a reliable partner to manage the successful integration of the CRM in to its business. The partner will be responsible for both: • business integration (including process scoping and design and operational implementation), • system implementation (including platform build). The chosen partner will take the Council’s functional requirements through to platform build, including technical design, process build and service transformation. The chosen partner will work in collaboration with the Walsall Transformation Team and in line with the Council’s PROUD Blueprint The Council has selected Microsoft Dynamics 365 CE as the preferred CRM system.