Implementation of SAP Field Services Management across Sanctuary's Property Services Portfolio

Tender description

Summary of the work Sanctuary requires a specialist partner to design and implement SAP Field Service Management (FSM), to reimagine and transform its Property Services portfolio. The programme is divided into two phases, Design and Delivery. The design and delivery plan for FSM needs to consider S4, CRM and Materials Management dependencies. Expected Contract Length 24 months (with optional extension of up to 6 months if required). Latest start date Monday 4 October 2021 Budget Range The design phase of the programme is estimated to cost c.£195,000. It is estimated that the full programme can be delivered within the budget range of £1.2 million to £1.5 million. Why the Work is Being Done Sanctuary's Property Services portfolio launched its new vision and 5-year strategy in 2020. Currently the portfolio operates across two operating models (responsive and planned works) and utilises multiple systems. This model no longer meets the strategic vision for Property Services and therefore a digital solution is required to harmonise processes, remove manual administrative workload, improve data access, provide improved business continuity and enhance customer engagement. One platform is required to cover both operating models, with both data capture out on site to drive the raising of works orders and data capture to confirm the work which has been done. Please review the vision documents in the supplier pack, in particular: document 5 - Property on a page; document 6 - Property Services Canvas; and document 8 - Critical Success Factors. Problem to Be Solved Across half of the portfolio, operational processes are run on paper, Excel and Outlook. The processes are very manually intensive, with numerous workarounds, which builds delay into the process for the end customer (tenants). The data is managed in a piecemeal way and there is a risk of data falling through the gaps. The other half of the portfolio operates on other applications. The integration between these systems and SAP can be a cause for system downtime. These systems don’t meet the requirements across the other half of the business. The level of visibility of data for operatives out on site is very poor and hinders decision making, leading to further delays and handoffs across the process. Customers have low visibility of the whereabouts of their request. The process to raise a repair request from the Sanctuary website is clunky and, due to the freeform style, often results in failure demand, with a phone call required back to the tenant to clarify their request. Please see the supplier pack for: document 2 - High Level Business Requirements, document 3 - High Level As Is with Pain Points document 4 - High Level Capability Map with Dependencies. Who Are the Users Sanctuary's operational teams cover Estates Services, Voids (empty properties), Reinvestment works, Responsive, Compliance and Surveyors. They need to be able to capture data whilst out on site and for this data to integrate to SAP to both raise and confirm works orders. These teams also need to be able to see data from SAP and have a process in place to update data, to aid decisions and ensure data is as up to date as possible. Sanctuary's planning teams need a tool which will enable them to ensure the right operatives with the right skills are sent to the right locations in the most efficient way possible, increasing productivity and ensuring a higher ratio of operatives to planners than we currently operate at. Our customers (internal and external) need to be able to access our services quickly and efficiently, to raise requests via different routes and to have visibility of where that request is in process, to avoid them having to call in each time for an update. Sanctuary's Property Services has 1800 operational staff. Please see the supplier pack for document 2 - High Level Business Requirements and document 7 - FSM (New Proactive Operating Model). Early Market Engagement Sanctuary has implemented FSM as a minimal viable product (MVP) in its North West region for the Voids service. This was completed with support from a supplier. The outputs from this MVP have led to a greater understanding of the operational challenges and the technical risks that should be mitigated during the design phase of the programme. Please see supplier pack for document 12 - High Level MVP. Work Already Done An MVP has been developed for FSM, across our Voids process in the NW region. With this MVP, we have covered off raising works orders through the completion of a checklist onsite (using Z tables to map data to generate the operation lines within the works order via a transaction which has been internally developed). Data is available from SAP on the app (e.g. asbestos surveys) and work is confirmed through SAP from the app, via the same internally developed transaction. This work was completed with a third-party supplier. Please see supplier pack for document 12 - High Level MVP. Existing Team The existing team consists of a Business Architect, Solution Architect, Programme Manager and two Lead Functional Architects and Application Specialists. It is intended that the internal team will expand, once the design phase is completed and all roles required are understood. Current Phase Discovery Skills & Experience • Describe and show evidence of implementing and delivering SAP Field Service Management. • Describe how you would tackle integration constraints whereby FSM does not provide out of the box capability for Items to Service Masters in ECC? • Describe and show evidence where you are experienced and skilled in SAP FSM architectural design. • What experience do you have in ensuring business continuity of the proaxia message broker? Discuss how to make this robust for enterprise readiness? • Describe and show evidence where you are experienced in delivering large transformational change. • Describe your experiences where you've worked with archiving and content management solutions in relation to FSM to manage the increased content that would replicate into ECC? • Describe and show evidence where you are experienced in multiple development and delivery methodologies in particular agile methodologies. Able to recommend best practice for programme deliverables. • Describe and show evidence on previous implementations with managing customer data, identity & Technical capabilities in relation to FSM, considering the FSM Customer portal, GDPR, wider CRM and Omnichannel? • Describe and show evidence where you have experienced in process design aligned to FSM capability in line with new target operating models • How would you suggest looking at the customer journey with regards to self service repairs diagnostics to help our first-time fix KPI's in relation to FSM? • Describe and show where you have experience of architecting data quality and integrity via data modelling and mapping, in relation to FSM. • Describe and show evidence where you have experience of user experience driven design. Putting users and customers at the heart of the programme. • Describe and show evidence where you have knowledge and experience of SAP analytics cloud, in relation to FSM and joining up data between FSM and ECC. • SAP HCM is moving to SuccessFactors Employee Central. How would you help us to achieve integration for say Operative employee absences into FSM to improve automation? • If during the FSM programme of work Sanctuary were to move from ECC to S4 describe what the impact of integration re-work look like? What considerations would you make? • How would you propose to design FSM and integration currently to ECC for the best possible outcomes with a move to S4 in mind? • Does S4 offer us a better opportunity to join up Assets and Maintenance in relation to FSM? • How would we consider a move to material masters in either ECC or S4, accounting for rework, in relation to FSM? • Describe & show evidence how you've been able to secure previous implemented FSM Architectures and how it was factored into design, especially in areas you deem important? • Please see the supplier pack for background information, within document 10. Technical Challenges Nice to Haves • Knowledge of or experience working within Property Services, Social Housing or Not for Profit sectors. • Strong direct relationships with SAP • Describe how you would automate joiners, leavers and movers in relation to FSM and identity lifecycle management • Describe how you would Integrate sensor data and bring this into FSM, e.g. to create a service call and give visibility that the boiler may need to be fully replaced? • Describe your experience of how you would deploy and control the FSM windows 10 mobile application client to sanctuary devices? • Describe how you automate software requests for new users who need access to FSM, with the right permissions to their role negating the need for manual configuration within FSM • Please see the supplier pack for background information, within document 10. Technical Challenges. Work Location 1. Chamber court, Castle Street, Worcester, WR1 3ZQ 2. 160 Francis Street, Hull, East Yorkshire 3. Remote working where applicable Working Arrangments The supplier will be required to support design phase of the SAP FSM solution by attending face to face workshops at one of the locations above. Expenses will be capped in accordance with Sanctuary Groups policies and procedures. All expenses will require prior approval before being incurred. Working will generally be Monday to Friday, but supplier should be flexible if out of hours go-lives are required. It will be permitted for the supplier to carry out remote development where required. Knowledge transfer to internal teams should take place at the Worcester office where possible. Security Clearance All supplier staff will need to adhere local office protocols, and in particular any Covid-19 health and safety practices where required. The supplier will need to adhere to Sanctuary’s cloud technical standards. Suppliers will be asked to sign a non-disclosure agreement if they request the supplier pack with more information. Additional T&Cs Expenses must be pre-agreed between the parties and must comply with Sanctuary's travel and subsistence policy. Suppliers are obliged to provide sufficient guarantees to implement appropriate technical and organisational measures so that the processing meets the requirements of GDPR. Compliance with Sanctuary's supplier code of conduct, available on request Compliance with required insurance levels, available on request. This tender is for a design partner, with the option to progress becoming a delivery partner for the full FSM programme. Sanctuary reserves the right to change partners between phases one and two, if this situation arises, another tender will be published. No. of Suppliers to Evaluate 3 Proposal Criteria • the proposed technical solution • the proposed approach and methodology • the proposed sprint and demonstration approach for design • how the approach or solution meets transformation goals • how the approach or solution meets user needs • estimated timeframes for the work • how they’ve identified / responded to risks and dependencies and offered approaches to manage them • team structure • value for money Cultural Fit Criteria • Demonstrate transparent and collaborative when making decisions • Demonstrate the ability to constructively challenge Sanctuary and challenge the status quo. • Describe how people and interactions will occur over processes and tools • Demonstrate the ability to communicate at all levels of organisation and adapt communication approaches / styles • Describe a thorough approach to knowledge sharing and transfer. A partner not a vendor • Describe support for open feedback loops and a willingness to change approach if needed • Provide evidence of a no blame culture, encouraging people to learn from their mistakes Payment Approach Capped time and materials Assessment Method • Case study • Work history • Reference • Presentation Evaluation Weighting Technical competence 40% Cultural fit 20% Price 40% Questions from Suppliers 1. What do you mean when they say “move to S/4” is this a technical conversion or greenfield implementation? It would also be good to understand exactly where you see this on your roadmap 1-2 years, 3-5 year etc? Within a 3 year window. 2. The final statement under “Nice-to-have skills and experience” says: 7. Please see the supplier pack for background information, within document 10. Technical Challenges.What is the specific question or is it to confirm capability to resolve all of the challenges listed? This is to confirm that the supplier would have the relevant skills and experience within their organisation. 3. What are Sanctuary’s plans for providing post go-live support to users of the fully delivered FSM solution, and is ongoing end user support required during the implementation? We usually deliver post go live support with a mixture of in-house and supplier resource. 4. Is there any flexibility on the requested start date of 4th October to move later? Potentially. It will depend on the speed of the procurement process. 5. Is the format of RfP response to reply to each of the essential or nice-to-have questions or is there also a proposal document required? Responses to the essential and/or nice to have questions is what is required at this time. Please note there is only 100 words per response.