Provide an integrated reporting platform for street based issues and domestic waste

Tender description

Summary of the work We want to have an integrated platform for reporting of street based issues and household waste which includes online self-service for members of the public, a single system for Contact Centre staff to use, and reporting tools and dashboards for front-line teams. Expected Contract Length 2 Years Latest start date Sunday 29 May 2022 Budget Range The maximum spend under the contract will be £255,000 - managed through milestones for initiation and set-up, and then annual payments. There is a minimum spend of £225,000 Why the Work is Being Done The Council has identified the need to improve the way residents report issues, find information and request services related to environmental issues and household waste. We need to free up capacity in our Contact Centre for higher need customers by minimising the volumes of and time taken on more ‘transactional’ calls. We need to have better quality data so we can allocate our resources more efficiently and effectively. The proposed solution must contain the following outcomes as a minimum: • Provision of a Brent branded map based website for reporting street based issues Asset layers configured Duplicate report detection and prevention • Provision of a Brent branded website for domestic waste issue reporting, information queries and service requests • Provision of Contact Centre module covering street based issues and domestic waste • Provision of reporting functionality Dashboards Live heat maps Record export in Excel/CSV • Integrations with Symology ‘Insight’ for highways related issues Selected Interventions ‘Echo’ for street cleansing/environmental issues Veolia Echo for domestic refuse collection/missed bins Capita Pay360 for bulky goods and green garden waste payments Azure Active Directory for customer single sign on from Brent My Account GOV.UK Notify service for sending SMS Problem to Be Solved The current online experience for customers can be inconsistent and sometimes poor. Contact Centre staff are having to work in multiple line of business systems making it difficult for them to deliver excellent customer service. Front-line teams are wasting time and effort dealing with duplicate or misdirected reports. We need better quality customer data to enable us to evaluate contractor performance and understand demand. We want to have a platform that is modern, open, flexible and extensible. It must be accessible and consistent with the GDS Technology Code of Practice. Who Are the Users The integrated platform will need to meet a wide range of user needs for residents, Councillors, Contact Centre staff, back-office teams and contractors. Some indicative high level user needs are: As a resident/business/visitor, I need to report an issue (for example flytipping, potholes, missed bins), check information (for example bin collection days, who is responsible for maintaining a road), or request a service (for example bulky waste collections, garden waste collections), so that I can meet my needs. As a Contact Centre agent, I need to quickly and accurately find customer records, report issues and request services, so that I can serve customers. As a Contract Manager, I need to be able to view well presented data on customer reports so I can evaluate the performance of our contractors. As a Neighbourhood Manager, I need to be able to view well presented data about issues in my area so I can allocate my time appropriately. As a council Contractor, I need to receive high quality reports in my line of business system so I can effectively deliver front-line services. Work Already Done We have assessed whether or not we can achieve the outcomes wanted by building a system in house on existing platforms and concluded it would not be cost effective. We are therefore looking for a Commercial Off the Shelf (COTS) solution that could be tailored to our needs. We have scoped the integrations required with our existing systems. We have scoped the end-to-end customer journey including the Brent My Account. Existing Team Web and Digital Transformation Teams Transformation Programme Manager (Environmental Services) Current Phase Not started Skills & Experience • Provide an agile multi disciplinary team • Have experience designing high volume digital services that meet a wide range of user needs • Have knowledge of the user needs of local government service users • Have deep and demonstrable understanding of the data and processes involved in delivering the in-scope services • Deliver in line with the Government service standard and technology code of practice • Have the ability to work with internal IT teams to arrange hosting and integration with existing services • Provide services that meet accessibility legislation and best practice • Have successfully delivered reporting solutions for councils, covering both street based issues and domestic waste • Have successfully integrated the platform with Selected Intervention’s ‘Echo’ system, and Symology’s ‘Insight’ system • Have managed the rollout of a map-based reporting for street issues including the use of multiple asset layers • Have successfully integrated with services using Microsoft Azure B2C • Have the ability to bring other services onto the platform when the Council is ready to do so Nice to Haves • Have successfully integrated the platform with other environmental line of business systems such as Bartec ‘Collective’; Whitespace ‘Municipal Waste’; Brightly ‘Confirm’; Yotta ‘Alloy’; RA Information System ‘Ezytreev’ • Have successfully integrated the platform with Microsoft Dynamics365; Microsoft Power Platform • Have successfully integrated the platform with other public sector organisations responsible for maintenance such as TfL Work Location Wembley, London Borough of Brent & Remote. Working Arrangments We expect most of the work and meetings / agile ceremonies to be conducted remotely via MS Teams, however some on-site days will be required for workshopping, testing and early life support. No. of Suppliers to Evaluate 3 Proposal Criteria • Technical solution • Value for money • Approach and methodology • How the solution meets user needs • Evidence of track record of successful delivery • Team structure • Social Value commitment Cultural Fit Criteria • Work as a team with colleagues from across Brent and with existing suppliers of line of business systems • Be transparent and collaborative when making decisions • Take responsibility for the work • Work with stakeholders with low technical expertise • Understand local government and environmental services role within it Payment Approach Fixed price Evaluation Weighting Technical competence 70% Cultural fit 10% Price 20% Questions from Suppliers No questions have been answered yet.