Salesforce CRM Development - Statement of Work

Tender description

Summary of the work RWM requires a detailed Statement of Work (SoW) to be produced which will be in sufficient detail to: (a) capture and set out a plan for delivery of future CRM requirements (b) satisfy the approvals that are necessary before any work is carried out on the system. Expected Contract Length SoW will delivered 6 weeks (30 working days) from the formal first day of the contract going live. Latest start date Monday 14 September 2020 Budget Range The budget range is £35,000-£40,000. Why the Work is Being Done RWM has commenced its mission: to find a site for a Geological Disposal Facility (GDF) for radioactive waste. This is a public consent-based process with communities working in partnership with RWM. In 2019, RWM worked with Salesforce to design and make live a CRM system to record and manage its engagement activity. RWM now needs to evolve the system's capability to meet future business needs. Problem to Be Solved RWM requires a detailed Statement of Work (SoW) to be produced which will be in sufficient detail to (a) capture and set out a plan for delivery of future CRM requirements and (b) satisfy the digital and other approvals that are necessary before any work is carried out on the system. Who Are the Users As a Contact Centre team member with responsibility for managing the CRM system, I need to ensure that the system design is current and fit-for-purpose, that all customer data is recorded and processed appropriately, that reports support business decision-making and that I am able to train/support users effectively. As a Campaign Manager with responsibility for delivering effective communications to the public and stakeholders, I need to manage large scale, segmented marketing activity at a community level so that I can work quickly, ensure people get the right message at the right time and build a solid reputation for RWM. As an Events Manager with responsibility for designing community-based engagement opportunities which collect feedback, I need to plan and execute public events, deliver a great customer experience and build RWM's reputation. As a Security team member with responsibility for the proper management of an individual's personal data, I need to ensure RWM's Salesforce configuration keeps customer data safe, so that we do not lose trust with the public and stakeholders. Early Market Engagement RWM has engaged with Salesforce as part of the regular review process, with other CRM user organisations on a similar journey and with a consultant with whom RWM has worked previously in this sector. Existing Team The successful supplier will be working with RWM's in-house Contact Management team who manage the Salesforce system. The Team will provide a detailed introduction to RWM's Salesforce journey and share all thinking done to date. The team has very limited development expertise. The team will enable all engagement with RWM subject matter experts, senior leaders, other suppliers and IT/Security colleagues as part of the discovery phase and during the development of the SoW. Current Phase Discovery Skills & Experience • Significant experience of the tenderer undertaking administration of Salesforce across the whole platform, preferred in a non-sales environment • Evidence of Salesforce development skills where you are advising, designing and building client's requirements • Experience of the tenderer integrating Salesforce with other systems such as GIS, Project Management solutions • Experience of the tenderer producing user stories, including acceptance criteria, t-shirt sizes and dependencies • Experience of the tenderer in evaluating and developing security improvement plans for systems which are compliant with organisational security policies • Experience of the tenderer in facilitating discussions with users to understand their system needs in a virtual environment • Experience of the tenderer in facilitating discussions with senior leaders to understand their visions for service delivery in a virtual environment • Experience of the tenderer in developing user journeys for new system capability based on users needs • Experience of the tenderer in designing, conducting and analysing user research to identify users of a service and their needs • Experience of the tenderer in undertaking benchmarking exercises Work Location Radioactive Waste Management Building 329 Thomson Avenue Harwell Campus Didcot OX11 0GD Working Arrangments The successful supplier should be based in the UK. The supplier will be required to work remotely. There is currently no expectation of a requirement to attend any onsite meetings in Harwell, Oxfordshire but the supplier will be required to take part in video conferencing and phone calls. Security Clearance Contractor is subject to nationality , identity and right to works checks and should have Cyber Essentials accreditations. No. of Suppliers to Evaluate 5 Proposal Criteria • Competence in Saleforce development • Developing SoWs • Project team CVs Cultural Fit Criteria • Experience of the staff when engaging with senior stakeholders • Designing and delivering discovery workshops • Desk research • Data analysis and other skills required to create an informed, fact-based SoW Payment Approach Fixed price Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers 1. Is there a current incumbent and if so, who is providing the service. Will they be bidding for this opportunity There is no incumbent supplier in place. 2. Should the team be based in UK? Or can the team be based offshore e.g India? The supplier should be based in the UK and not offshore. 3. Questions 1-3 suggest experience relating to the build, implementation and manage phases rather than the development of the SOW. Should we assume that experience is only relevant to the current requirement, to develop a suitable SOW? RWM is keen to ensure that the Scope of Works details the user stories/requirements and provides a clear route map of how they would be delivered e.g. phasing of works in line with agreed prioritisation. RWM is seeking a Supplier that is sufficiently knowledgeable and experienced in the build, implementation and management of phases, to enable the Scope of Works to be produced appropriately. 4. Please clarify whether you are looking to select a supplier who is solely interested in developing the SOW or one who is also capable and interested in responding to the resulting Tender, which the SOW will contribute too? This work relates to the development of the Scope of Work only and RWM are not seeking at this stage, a Supplier to implement the work. This will form a separate procurement activity 5. You are looking for experience of integrating Salesforce with other systems such as GIS, Project Management solutions. Can you please define/name these and any other solutions that require integration? The additional system that we will be needing to integrate Salesforce with is Microsoft Outlook. Our GIS partner is Esri and our PR system is provided by Cora. 6. You ask the tenderer about experience in evaluating and developing security improvement plans for systems which are compliant with organisational security policies. Can you briefly outline your current challenges? Do you have problems with the current setup or are you looking for improvements/evolution? RWM, being a part of the Nuclear Decommissioning Authority, is part of a strict data security environment, especially in terms of proposed new developments/enhancements. The Contact Management team, which manages the CRM system, has its own Information Governance Group which defines and manages solutions and provides information to key decision-makers, such as the SIRO. As our Salesforce environment is new and has been mobilised in line with all requirements, we haven’t had any major challenges and there are no current set-up problems to resolve 7. You ask about experience of the tenderer in designing, conducting and analysing user research to identify users of a service and their needs. Does user research exist that can be analysed or are you expecting the partner to conduct user research as part of this SoW project? If so please state how much, to how many user types, and to what might be the key issues to take into account We are expecting the partner to conduct limited user research as part of the SoW, probably in the form of 2-3 workshops, mostly with existing users – some of whom are sponsors of new capability. The key issue will be setting-up and running the workshops as on-line only – we are using Teams for this type of activity – with a maximum timing of 90 mins 8. You ask about experience of the tenderer in undertaking benchmarking exercises. Please state if a benchmarking exercise is to be part of the SoW project or not. If so, what needs to be benchmarked? What is the purpose of any benchmarking to you? Benchmarking helps build confidence with senior decision-makers as much of what we are doing is ‘new ground’ for RWM. If we are going to recommend novel solutions, they will need to be supported by evidence of other organisations successfully managing the same/similar challenges. 9. You define four types if user: Contact Centre team member; Campaign Manager; Events Manager; and Security team member. Are there any other roles? How many users in all are there? We are expecting our internal RWM user base to grow to around 100 over the next 12-18 months. These will be individuals engaging with stakeholders (industry, government, academia …) using the basic Salesforce configuration we already have. There are also colleagues engaged in the GDF Siting process who are using our bespoke designed Community Engagement capability, which will evolve. Our marketing/campaigns colleagues are looking for new functionality to support their activity within the next 6-12 months. Our contact centre out-source partner (plus our own v small in-house team) will be using the system to record engagement with the general public 10. Can you please define the Salesforce products in use eg Service Cloud; Community Cloud etc? Do you have any intention of using Marketing Cloud or Social Studio We have a Service Cloud solution. We are also offering a Community Cloud solution to our community partners as part of the Siting process. We expect to utilise Marketing Cloud, and are open to other suggestions as part of this programme. We have a quarterly success review with Salesforce which includes a review of our usage and compass assessment analysis. This information will be made available to the successful bidder 11. Will the successful tenderer for the SoW project work be barred from bidding for any subsequent implementation The candidate or tenderer concerned shall only be excluded from the procedure where there are no other means to ensure compliance with the duty to treat economic operators equally