Provision of a Delivery Partner - Housing Management and Customer Relationship Management System

Tender description

Summary of the work 1 - Validation of supplier's solution 2 - Deployment of the Supplier's pre-built Housing Management Solution built on Power Apps / Microsoft Dynamics 365 and Customer Relationship Management, to include Asset Management, and integration with Oracle Finance, and a number of identified LoBs. Expected Contract Length 24 Months Latest start date Monday 2 May 2022 Why the Work is Being Done Lewisham Homes currently relies significantly on Capita Academy (Academy) for it housing operations. The system has reached its end of life, having been taken out of use by Capita Arrangements are in-hand for continued access until March 2023. The Lewisham Homes Transformation Board approved the proposal to replace the system with a Microsoft Dynamics 365-based Housing Solution. The requirement is for the engagement of a Systems Integrator (SI) to support the implementation of the new system. The SI will bring a set of pre-configured non-bespoke industry-proven housing solution built on Dynamics 365 and work with the Council and Lewisham Homes to deploy the solution. Problem to Be Solved The programme to replace Capita Academy with a Microsoft-based housing management system and implementation of a Customer Relationship Management (CRM) system has commenced. The expected implementation period for the HMS replacement aspect of the programme is 12 months, followed by a further 6 months for the CRM implmenettaion. The programme will require significant commitment and timely decision-making to ensure efficient delivery. The HMS MUST be fully live and operational by March 2023. Who Are the Users Approximately 600 users jointly between Lewisham Council and Lewisham Homes. Early Market Engagement None Work Already Done None Existing Team Project Lead, Solution Architect Current Phase Discovery Skills & Experience • Essential that the appointed supplier has existing demonstrable Housing Management and CRM solution built on Microsoft Dynamic Power App / Dynamics 365, verifiable in live customer environments • Essential that the supplier has demonstrable experience in the Social Housing Sector • Essential the SI has End-to-End Housing Journey implementation using their solution • Essential that the SI has verifiable experience of Integration with LoB systems in a Housing set up • Essential that the SI has significant experience migrating data from legacy Hosuing Management Systems (Capita Academy experience would be very useful), and Asset Management systems (Promaster experience would be useful) • Essential that the SI demonstrates knowledge of complex Stakeholder Management in a Local Government / ALMO environement • Essential the supplier has a proven model for deploying End User Training • Essential that the SI has successfully delivered a solution validation phase on similar sized implementations. Covering governance design / information security architecture; technical and non-technical prerequisites; solution design and implementation • It is essential that the SI is able to mobilise to commence the project at contract signature • It is essential that the SI has the capacity to delivert the Solution by March 2023 Nice to Haves • Share knowledge and experience with other team members and commitment to building internal employees’ capability and skills • Have the flexibility to source resources and specialist skills from within your organisations within tight timescales to meet programme milestone • Work collaboratively as part of a multi-disciplinary team with our organisation and with any other partner as required • Have the ability to effectively engage with staff and stakeholders at all levels to progress outcomes while understanding other demands on their time and other priorities • Have the ability to challenge and question existing behaviour or perspectives while maintaining good working relationship • Evidence of working within a Local Authority / ALMO Culture • Have the ability to work remotely and in an Agile manner • Have experience of working with a champions network to deliver training & adoption • Evidence experience of delivering training & adoption in a local government / ALMO environment • Essential that the SI demonstrates knowledge of complex Stakeholder Management in a Local Government / ALMO environment Work Location Laurence House, 1 Catford Rd, Catford, London SE6 4RU - or Remotely where possible Working Arrangments Remote, using MS Teams for communications. There will be some element of flexible working, but some meetings will require standard hours working Security Clearance None - however standard business confidentiality agreements and non-disclaimer agreements will need to be signed where appropriate Additional T&Cs Right to cancel or vary the competition:- Lewisham Council reserves the right: To amend, clarify, add to or withdraw all or any part of the Invitation to Tender at any time during the tender process To vary any timetable or deadlines set out in the Invitation to Tender; Not to conclude a contract for some or all of the services for which tenders are invited; and To cancel all or part of the tender process at any stage at any time. No. of Suppliers to Evaluate 3 Proposal Criteria • Technical Competence • Technical Solution • Approach and Methodology • Value for Money Cultural Fit Criteria • Share knowledge and experience with other team members and commitment to building Council employees’ capability and skills • Have the flexibility to source resources and specialist skills from within your organisations within tight timescales to meet programme milestone • Work collaboratively as part of a multi-disciplinary team with our organisation and with another partner (preferably a business change/user adoption partner) on a joint M365 implementation • Have the ability to effectively engage with staff and stakeholders at all levels to progress outcomes while understanding other demands on their time and other priorities • Have the ability to challenge and question existing behaviour or perspectives while maintaining good working relationship • Evidence of working within a Local Authority Culture • Have the ability to work remotely and in an Agile manner • Have experience of working with a champions network to deliver training & adoption • Evidence experience of delivering training & adoption in a local government environment 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. The documentation mentions a “number of identified LOBs”. You also mention Oracle Finance. Is this what is referenced by the later mentions of Academy and Promaster integration and migrations, or are there other integrations or migrations in scope? The current Capita Academy HMS has a number of integrations, The ITT will include these integrations, however, the plan is not to do a like-for-like integration with the new system, we are looking for the opportunity to significantly simplify our technology landscape by collapsing majority of our current processes into the new system. (Promaster). Additionally, Lewisham Homes and Lewisham Council are moving to a single Oracle Finance System (Oracle Fusion), the system must be able to integrate with this Finance system. The system must also be able to integrate with the Council's Locata System 2. Can you be more specific on which modules of a housing system you require, and if some of those modules don’t exist at the time of project commencement, would building them as part of the project (whilst still hitting the March 2023 deadline) be acceptable? We will expect the supplier to have all of the 'core' housing modules e.g. : General case management, ASB, Estates Inspection, Repairs, Voids & Lettings, Complaints, Leasehold management / Service Charge, Arrears, Contractor / Customer Portal, Rents, Service Charges payments, FOI/DPA, Members / MP enquiries. Current modues used in Capita Academy are: Core Tenancy – manages tenancies Rents – raises rents and services charges Arrears – manages arrears Repairs – raise repairs ASB – anti social behaviour CSM – customer services casework, Service charges and RTB Lewisham Homes to manage TMO leasehold properties already Voids – manage void process" 3. Please specify which LoBs require integration with the D365 CRM? The current Capita Academy HMS is integrated with a number of LoBs, we expect the new Dynamics 365 HMS Platform to integrate with the Council's Locata Housing allocation system, Our current Finance System (Integra) in the short term, and a proposed integration with Oracle Fusion (because we have work to consolidate Lewisham Homes and Lewisham Council's finance systems - financial year 23/24), Clearview, Open Contractor, True Compliance (Compliance management), ProMaster (Optional), Deeplake (integrate or replace) , DRS 4. Is ongoing support in scope? The Supplier will be expected to provide a support arrangement (based on standard defined SLA) 5. Is D365 project only for Housing/Home Operations, or are there additional Service Areas? Kindly refere to the DOS notice on the Digital Market Place. The areas to be considered are specified there 6. Is middleware/tools used for integration? No 7. Do all applications that integrate with CRM have API capabilities? All have API capabilties, however the distinction will be proprietary or Generic Web APIs. 8. What will be the approximate data volumes for data migration? Migration of data from Capita Academy database, LiveLink (EDMS), Promaster (total volume to be confirmed, worst case assumed all data) 9. What asset types should be considered under “Asset Management”? Property and Non-Property Assets - (in alignment with the HACT Data Standards) 10. Are specific tools used for Reporting? Is the aim to integrate D365 with such tools? Yes, we currently are migrating from Clearview unto Connexia, using Power BI. The new Platform will integrate with the corporate reporting tool 11. Will an existing self-service portal be integrated with D365 CRM or is the expectation that the supplier will build a new Microsoft portal? It is expected that the supplier will deliver a new resident and 3rd party portal (we do have an exisiting Resident Portal, the product is based on Verse One)