Salesforce CRM Development - Statement of Work

Tender description

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. Work Already Done 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 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. Additional T&Cs 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 Nice to Haves 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 Assessment Method Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers No questions have been answered yet Budget range the budget range is £35,000-£40,000.