Information systems or technology planning services

Tender description

West Lothian Council have a requirement to tender for an IT management system covering daily operations within the housing, customer and building service areas. As our service recovers and renews following Covid-19, we are seeking to ensure we operate digitally, in communities and efficiently. We wish to deliver resolutions and services at point of need, and be able to deliver entire customer journeys, end to end. We want a system agile enough to deliver self service, automation and to be agnostic of device or method of contact. We want a solution that supports our ethos of service design by user feedback, and integrates fully and seamlessly with the council’s CRM provision. We see the next 10 years as a critical decade of modernisation of our service to move into a more user focused service delivery model, and require a partner who will not just enable this, but will deliver future proof solutions for a modern housing and customer service. The council's present IT Management system covers daily operations within the housing, customer and building service areas. The system is central to all users (both West Lothian Council and external partner housing associations) across a wide geographic base and makes use of mobile solutions for field based staff and remote working and be device responsive. The system provides reports, key performance indicators and manages homeless, allocations, rents, arrears, repairs, purchasing of materials, plant and equipment and property asset management operations. The system incorporates a customer portal facility for our use by our existing tenants and housing waiting list applicants. A repair diagnostic system is also used by our staff and customers to help ensure effective repairs reporting which is currently hosted externally.