Dynamics 365 Digital & Customer Platform Implementation

Tender description

Summary of the work LBH require a team with experience of delivering high quality user experiences using the Microsoft Dynamics 365 platform with both public facing online and back office components. Expected Contract Length 24 months Latest start date Monday 3 October 2022 Budget Range Budget range of £750,000 to £1,000,000 Why the Work is Being Done Havering Council is implementing Microsoft Dynamics 365 as a modern technology platform to improve resident experience, service quality and efficiency and replace aging legacy technology. There is a priority to migrate processes that currently reside on legacy technology and then iterate and improve user experience and service delivery. We require up front delivery support to help implement our digital strategy and 2-year roadmap. Our aim is to exit legacy contracts and technology and to implement a Microsoft Cloud (Dynamics 365 and Azure) platform-based environment. This will mean retirement of most, if not all, legacy applications alongside delivery of new features and the transition to a digital services delivery model. We are seeking a single supplier to support us in growing internal digital capability period. The delivery pipeline includes a number of time and cost-boxed work packages. Problem to Be Solved The new platform must provide both a high quality online experience for customers (meaning residents of the Borough of Havering, businesses, visitors, elected Members etc), and customer service platform enabling council staff to provide an 'assisted digital' phone service and manage service requests effectively and efficiently. Within 12 months we want to have delivered a new online portal, and migrated all online and offline (i.e. phone) enquiries from CRM2011 to Dynamics 365 Including: - Corporate Complaints, Members Enquiries and FOI/EIR/SAR - Registrars (copy certificates, notice of birth/death/marriage, citizenship ceremonies etc) - Environment services (highways issues, street cleansing, grounds maintenance) - Public protection (enforcement, licensing) - Single sign on through to other Havering online portals (Council Tax, Parking) Who Are the Users The digital platform will have the following primary users: - Customers (see above definition) interacting online - Council contact centre staff supporting customer enquiries over the phone - Council back office staff processing service requests - Team managers managing work queues and performance - Other technology platforms - automated process integration Work Already Done A programme scope has been developed, agreed and broken down into work packages for delivery. Some initial discovery has been completed and two processes developed (currently in System Test) that has provided proof points on our overall architecture design and user interface design. Existing Team The existing team consists a programme manager, delivery manager, solution architect, developer(s), user researcher. There will be some need to work in conjunction with other specialist suppliers such as providers of back office systems (integrations), security testing etc. Current Phase Not applicable Skills & Experience • Microsoft Gold or Platinum Partner Certification • Experience of supporting the digital transformation for complex organisations where individual customers may be consumers of multiple services or products • Experience of performing discovery, estimation and delivery of solutions to time, quality and cost constraints in areas of complexity or ambiguity. • Track record in designing and delivering Microsoft Dynamics platform and integrated data architecture. • Experience and methodology for delivering high quality online and offline user experience for both public and staff applying Government Digital Service Design Standard. • Experience of working with hybrid project methodologies utilising the most appropriate techniques from waterfall and agile methodologies to drive both pace and delivery assurance. • Experience in data migration, particularly from legacy systems commonly used in local government • Experience in data compliance and security • Depth of resource and expertise across multiple skill sets including project/programme management, solution design and architecture, user experience design, business process analysis, development, testing, data migration • Be able to deliver project within the £1,000,000 budget • Be able to commence the project on Monday 3rd October 2022 Nice to Haves • Experience of successful delivery with hybrid supplier/client teams providing upskilling and knowledge transfer as part of overall objectives • Experience of scaling up and down teams within the delivery pipeline Work Location Work will be remote with possible occassional onsite meetings at; Council address is Town Hall, Main Road, Romford, RM1 3BB Working Arrangments The supplier staff will keep Havering Council programme team hours in order to maximise knowledge transfer and integrate with team development processes: Monday to Friday starting work by 9.30am, 7.5 hours per day + lunch time. It is expected that the supplier will predominately work remotely, with occasional face-to-face meeting with the council programme team if deemed necessary or advantageous by both parties. No. of Suppliers to Evaluate 5 Proposal Criteria • Example(s) of designing and delivering large scale Microsoft Dynamics platform and integrated data architecture showing benefits and outcomes • Examples(s) of delivering solutions to time, quality and cost constraints in areas of complexity or ambiguity • Examples(s) of delivering high quality online user experience applying GDS Design Standards. • Examples(s) of delivering relevant example processes outlined in the 'problem to be solved' section of this document • Examples(s) delivery approach for the proposed programme of work to include scope, metods to be applied, indicative plan, hybrid team practices. • Approach to account management and overall delivery governance • Detailed pricing structure • Proposed team structure, experience and skills for this project (include CV/Profile) • Proposed project plan with timescales for this project • How will the proposal will compliment Havering's social value strategy • Outline requirements from Havering and key risks to overall delivery and how these risks can be mitigatedine key risks Cultural Fit Criteria • Share knowledge and experience with other team members and commitment to building Council employees’ capability and skills • Challenge and question existing behaviour or perspectives while maintaining good working relationship Payment Approach Capped time and materials Assessment Method • Case study • Work history • Reference • Presentation Evaluation Weighting Technical competence 25% Cultural fit 5% Price 70% Questions from Suppliers 1. We note that – “A programme scope has been developed, agreed and broken down into work packages for delivery.Some initial discovery has been completed and two processes developed (currently in System Test)” Did Havering work with a Microsoft partner or a company to deliver this? If so, could we ask who and whether they are able to bid for this project? Havering have conducted the discovery and development themselves. No third parties have been involved. 2. If the bidder does not have gold or platinum status can they work in partnership with another supplier who does have it? The primary contractor for the work must have Microsoft Gold or Platinum partner status. 3. Can you please clarify what Havering interpret Capped T&M to be. Havering have a fixed budget to complete the work. We recognise that specifying, estimating and delivering software projects is a complex activity, that that asking for a fixed price quotation would require a very detailed and precise specification. Instead we would like to see suppliers present an intelligent approach to delivering our proposed project within the constraint of a fixed overall budget. 4. can you confirm the price weighting is indeed 70% as published. We can confirm the price weighting is 70% as published. 5. Is there a list of legacy application available?Do you anticipate some of the legacy application will remain in the interim to support some processes?Are there any data retention policies on the data residing in these legacy systems? Havering’s current digital platform is a combination of:- A bespoke .net application providing the MyHavering Account and some online forms- Modern Gov forms- CRM 2011 providing the core CRM for contact centre enquiry handling/Case Management platform for all online/phone enquiries- Microsoft BizTalk as the core middleware/integration gateway to back office systems.- Or planed approach is a phased implementation with services being migrated from the legacy digital platform in logical service groups (work packages). We understand and accept the business and resident implications of doing so. 6. Are there any overarching data retention policies in place across the data architecture? - Our data retention policy is published on our website. All legacy and new solutions do/must confirm to this policy.https://www.havering.gov.uk/info/20044/council_data_and_spending/139/data_protection/2 7. What is your current telephony system?Do you currently have ‘screen popping’ or a unified call agents view?How are items from the queues allocated currently? First in First out? Dynamically based on load?What process automation tools are utilised at the moment? - We don’t use any screen popping tools presently but are interested in exploring the opportunity and potential value.- Queues are generally set-up to manage queues on a first in/first out basis, but we have some logical groupings of services areas where appropriate and can apply maximum queue lengths during busy periods.- We don’t currently use a chatbot or RPA tools, but are interesting in understanding the opportunity and potential of these tools. 8. CRM 2011 installation in single tenant/multi-tenant?Modules used?No. of users of application?Types of licenses used?Authentication method used?Using Office 365/Azure AD? - CRM2011 is an on premise installation. Each environment has its own single tenant installation.- Elements of Sales and Service with a significant amount of bespoke development.- We currently have 392 users of varying role types and usage patterns.- We currently use on premise AD for CRM2011- We currently use on premise AD for CRM2011 9. Version/Size of SQL Database?Documentation of existing application/architecture/UI design/Customisations/Configurations?Geographical locations/localizations used?Solutions deployed are Managed/Unmanaged/both?Tools used for Reporting?No. of reports using Direct SQL Queries? - Current SQL DB size is 165GB- Documentation of the legacy solution has some very detailed technical specification but limited overall architecture/design documentation.- No localisations used- All solutions deployed are managed- Blend of advanced finds and SSRS 10. Details of Integrations/Technology used?APIs called directly from CRM application through plugins/workflows? Will application have API’s exposed over internet?Known risks for upgrade? - Microsoft BizTalk as the core middleware/integration gateway to back office systems.- The majority of integrations go through Biztalk. There are some direct API calls such as the internal address search webs service.- Yes via Azure APIM- This is not a pure upgrade project, we are rebuilding a new, sustainable and flexible digital platform covering a similar but enhanced scope of the legacy platform. 11. What data needs migrating to Cloud? Any restrictions on Data movement?Key benefits expected after upgrade?Pain points/issues in current application (functional/non-functional)?Compliance requirements if any? - We will specify data migration requirements as part of the each work package, however Customer and Account data will need to be migrated along with specified transaction data.- Only within current legal constraints.- Key benefits/pain points:o Improved resident experience and channel shift to online through choiceo Simplified and efficient processing for back office staff through simplified UX, integration and automation.o Supportability of legacy system due to bespoke and aging tech platform- Standard legislative compliance around information security and personal data