eCommerce System for Hampshire County Council's County Supplies Business

Tender description

County Supplies, a commercial arm of Hampshire County Council (The Authority, or HCC), is seeking to procure for itself a Contract for an eCommerce IT solution to be hosted in the cloud by the Supplier or its sub-contractor. The solution will support the effective and efficient management of eCommerce and other online services to County Supplies customers. Hampshire County Council invites applications from suitably experienced organisations who wish to be considered for selection to tender for the opportunity. The contract will commence on 15.9.2021 for a period of 5 years (with the option to extend for a further 3 years). Interested parties should register their interest in the project via the In Tend website https://in-tendhost.co.uk/hampshire. Tenderers are required to complete and submit the stage 1 tender return documents together with any supporting information requested by 14.00 on 7.5.2021. Stage 2 will commence on 24.5.2021, with the deadline for stage 2 submission being 14.00 on 25.6.2021. Lot 1: The eCommerce solution must include: Intuitive customer-facing, desktop user-focused but mobile-responsive website to enable the selling of County Supplies products Information architecture, navigation, product categorisation, browsing and internal search capabilities to help the customer find the products they need quickly Sign-posting and calls to action to help the customer find the web page, feature, journey or outcome they require Intuitive customer journeys to support customer registration, product discovery, ordering, payments, self-service account management and customer support Mature and widely adopted Content Management System to enable the rapid publishing and ongoing management of product and service-related content and product pages by business users Ability to create and manage multiple, customer-specific product catalogues with rules to determine which products are visible to specific customers Creation and management of multiple product catalogues for both County Supplies warehouse stock and contracted direct supplier and mixed basket functionality Order management capabilities allowing customer services agents to view customer orders to assist in resolving customer issues and queries Trading reporting capabilities for key metrics such as customer volume and sales volume and value Analytics of customer behaviour and the tracking of the effectiveness of customer journeys Integration with HCC's SAP ECC (ERP Central Component) system to enable customer record upload to eCommerce system, order downloads to SAP, order statuses from SAP, external customer invoicing and income recognition for debit/credit card payments at Point of Sale SAP 'punchout' integration with the eCommerce system, allowing internal customers to start their purchasing journey in HCC SAP, punchout to eCommerce system and return order details to SAP for order completion Oracle Fusion 'punchout' integration with the eCommerce system, allowing a key County Supplies customer to order products directly from their Oracle ERP system Integration with either Worldpay using HCC's existing merchant account or via GOV.UK PAY using HCC's existing Stripe merchant account to enable credit and debit card payments (payment solution to be confirmed at a later date) Enabling HCC/County Supplies staff and customers access to the system at the appropriate level, according to the roles they have in the overall operation A platform that in the future can support multiple eCommerce websites and associated content management systems concurrently Strong access controls and data security, complying with the General Data Protection Regulation and Data Protection Act 2018 (GDPR)