Business and management consultancy services

Tender description

The Council is seeking an integration and implementation partner that can take the Council’s functional requirements through the below stages: • platform build, • technical design, • process build, • service transformation. As part of the service transformation, the chosen provider will be expected to re-engineer the Councils current ways of working and lead on redesign and digitalisation of its processes. The Council views the provision of effective service transformation as a critical success factor for this contract and of at least equal importance to the technical system integration components, including platform build, technical design and process build. The Council has identified that it currently does not hold a single view of its service users, has no ‘front door’ for access to our services and has limited integration of services. A key priority for the customer access management (CAM) work stream is therefore investment in a fully integrated customer relationship management (CRM) system. The new CRM platform will be a key enabler to help support the Council in addressing the issues described above and facilitate efficient and effective communication with its Service Users. The Council is seeking an integration and implementation partner that can take the Council’s functional requirements through the below stages: • platform build, • technical design, • process build, • Service transformation. As part of the service transformation, the chosen provider will be expected to re-engineer the Councils current ways of working and lead on redesign and digitalisation of its processes. The Council views the provision of effective service transformation as a critical success factor for this contract and of at least equal importance to the technical system integration components, including platform build, technical design and process build. The Council has identified Microsoft Dynamics 365 CE and the supporting technology stack as the chosen digital platform. The provision of Microsoft licences do not form part of this contract and will be source by the Council independently.