Contract for an Integrated Land and Property-Based IT Case Management Solution

Tender description

The Authority requires an integrated land and property-based IT case management solution for multiple regulatory services across the authority. The solution will be highly embedded within the organisation and underpin many business processes and cases. It is an essential element in determining many regulatory and compliance functions and is business critical for the following services: • Planning (applications, appeals, enforcement, listed buildings, tree preservation orders, development condition monitoring) • Building Control (including contraventions and dangerous structures) • Environmental Health (accident reports, commercial premises, service requests, infectious diseases, pest control, pollution prevention and control, private water supplies) • Law Enforcement Team (environmental enforcement, tackling anti-social behaviour, issuing enforcement notices and fixed penalty notices) • Land Charges • Private Sector Housing (residential premises, housing assistance grants, service requests, licensing houses in multiple occupation (HMO’s)) • Trading Standards (business register, service requests, risk analysis, Consumer Direct interface) • Contaminated Land (register of land which has hosted uses that may lead to contamination) • Licensing (licensed premises and individuals covering alcohol, gambling, and all other licensable activities) • Local Land and Property Gazetteer (LLPG) (street naming and numbering). The solution must also incorporate broad, overarching functionality such as an electronic document management system (EDMS) which will hold all records for the relevant cases and will enable fast, reliable access to all documents for all users and mobile working capability. The new solution must support the over-arching ambition of H&F to deliver an improved, more joined up customer experience for residents by improving and broadening channels through which the customer can access services. The aim is for the new solution to be Live by 20 March 2023. Lot 1: The land and property-based IT case management solution must support the delivery of the following key business objectives: • Improve customer interface and experience utilising a suitable, secure platform, that helps with maintaining good information management. • Enables the Council’s staff to deliver land and property services efficiently and effectively. • Ensure a fully compliant and usable case management system capable of meeting the current needs of the range of critical services and their statutory obligations as well as flexibility to evolve over time to meet new regulatory frameworks. • Ensure value for money and help to deliver efficiencies through automation and integration with other systems. • Improve arrangements for system support and flexibility to streamline future changes and reduce the cost of change. • Ensure alignment with other corporate programmes including Residents Experience and Access Programme, and interoperability with other corporate systems like Granicus/Firmstep, Environmental Health, the corporate payment engine, Power BI, and any corporate CRM system, to support all aspects of improving our customer experience. • Delivers an enhanced user (officer) experience, with intuitive navigation, data accessibility and collaborative working tools • Enables demand management through effective workflow and / or self-service functionality • Has the ability join up disparate but related items of data to give a ‘360-degree view’ of the case, customer, and property to create overarching joined-up views which are accessible from all parts of the system. In addition, the Authority is seeking a solution that enables: Agile working • Mobile and/or Web-based – ability for database information to be accessible from any device at any time, e.g. food safety inspections for Environmental Health Officers. • Ability to email documentation on the spot, to reduce administrative tasks and printing costs. Improved Integration • Ability to integrate easily with Office 365 products and other back office systems like Granicus/Firmstep for My Account ‘Report It’ forms, email alerts, payments, consultations, and reporting. • Ability to integrate with the Council’s Power BI platform enabling better management information and support predictive modelling Easy reporting system • integrated easy to run performance management reports; and • the ability to integrate with Power BI to easily extract information. This latter function would require training for all service areas.