Customer Relationship Management

Tender description

Summary of the work Validate that MS Dynamics meets users’ needs / business requirements for CRM, supporting decision to proceed with Dynamics (4 weeks). If approved, pilot Dynamics CRM with 50 users (2 months), then iteratively roll out to c. 1,100 users, consolidating partner / contact info, enabling analytics / reporting (5 months). Expected Contract Length 8 months; further breakdown available via 'Summary of work' Latest start date Monday 1 August 2022 Budget Range The anticipated budget for the total contract is up to £280,000 spread over c. 8 months Why the Work is Being Done Homes England delivers change across the housing ecosystem through a partnership model that involves more than 1,000 organisations, including: different layers of local government; housebuilders of all sizes; public bodies, especially regarding transport and the environment; and more than 300 housing associations. We also manage strategic relationships with sector leaders, trade bodies, other membership groups and thought leaders to support Homes England’s wider influence and impact within the housing market and shape our decision making. Homes England needs to be able to understand the needs of our partners, connect different nascent business conversations and establish the right interventions in a consistent and cross-agency way. This needs a culture of collaboration and information sharing, underpinned by the right systems, data and processes. The agency has needed a CRM (Customer Relationship Management) system for some years. This is now crucial as we pivot from individual programmes to blended, place-based solutions, marshalled by a cross-agency pipeline and the requisite shifts in governance, such as the Delivery Oversight board. Note, for the purpose of the scope of this project, ‘customer’ relates to agency partners as described above and not to consumers / general public. Problem to Be Solved Homes England does not have a single, universal approach to managing business engagement. Colleagues have individual, inconsistent approaches that prevent an integrated, coherent agency-wide view of our relationships and delivery conversations. This impairs our ability to connect opportunities, damages our reputation with partners and leads to knowledge gaps and misalignment of data. Partners’ experience of Homes England is not consistent or joined-up and information sits in silos that cause problems around fiscal events etc. Homes England needs: • A unified view of our partner ecosystem that supports a culture of information sharing to enable informed engagement and avoid duplicating conversations. • Increased transparency and trust in our partner data to support informed decisions / deepen the value of engagement. • A core relationship management capability that can pivot and react to emerging needs. We are now proceeding with adoption of a simple CRM system to foster consistent ways of working and improve transparency. Homes England has an existing enterprise relationship with Microsoft. The project aims to: 1. validate that MS Dynamics is a suitable solution 2. Subject to approval of the above, pilot with subset of users 3. On successful completion of pilot, roll CRM out to c. 1,100 users. Who Are the Users CRM will have primarily internal users, who need a frictionless way to capture and view conversations and engagement with partners. User needs require further refinement and validation. Below are indicative, high level needs. • As a partner-facing colleague: I need to refer opportunities internally So we can collaborate effectively I need to understand our relationships with individual companies So I can manage the relationship effectively I need to see current / previous interactions So interaction is targeted and informed I need to manage information related to working with an SME So I can refer it to a colleague to progress I need to be able to work with local authorities and other stakeholders So we can unlock sites for development • As someone working in market engagement or government relations: I need to capture interactions with local authorities So I can measure performance, aggregate learnings and identify themes I need to flag sensitivities to colleagues So they can avoid any potential issues • As a decision maker: I need to understand emerging issues in the market So I can plan strategically I need to research applicants So I can make informed decisions on applications Early Market Engagement N/A Work Already Done Discovery has been conducted to understand high level user needs and an initial mapping of the data and systems landscape. This has resulted in the prioritised problems to solve as well as an overarching approach. A small internal team has started defining more detailed requirements for proof of concept, and is prototyping solutions to validate the technology, refine understanding of needs and identify any gaps. A welcome pack will be shared as part of onboarding to the winning tender , giving a view of the business, structure, products, processes, contact points and an overview of previous Discovery work. Existing Team A small team of HE staff and contractors is in place, who will work with the supplier to validate the technology choice, and roll out the CRM, as well as being responsible for developing the wider capability that will underpin Homes England’s portfolio management. The team does or will include product manager, delivery manager, data architect, solutions architect, business analyst, user researcher and SMEs. Current Phase Alpha Skills & Experience • Demonstrable experience leading delivery of all aspects of Dynamics CRM implementation in UK Government (or equivalent), including those with many dependencies, complicated user journeys and multiple distinct user groups. • Ability to rapidly deploy and maintain a skilled multi-disciplinary technical team that works collaboratively in a multi-supplier environment agile working • Demonstrable experience of developing as-is and to-be architecture models factoring in wider programme activities. • Demonstrable experience of problem definition, hypotheses testing, analysing user needs and rapid prototyping to identify appropriate solution approaches and proof of concept of enterprise SaaS solutions, specifically MS Dynamics. • Demonstrable experience of agile working and delivering to the government Service Standard, Technical Code of Practice, Accessibility regulations. Nice to Haves • Experience of working with banking, land and portfolio management systems. • Experience of counter party risk exposure and KYC Work Location Remote, but face to face meetings may take place in; London, Coventry or Newcastle offices. Working Arrangments Currently the team work mostly remotely and the same would be expected of suppliers. However, teams should have easy access to London and/or Coventry and/or Newcastle as we expect for all teams to be able to collaborate face to face when needed. The expectation is that this might be up to 2 days per 2 week sprint. Suppliers may also be required to occasionally visit other offices/sites across England. The supplier will work closely and collaboratively with the in-house team to deliver Discovery and Alpha and enable effective knowledge transfer, ensuring any future services can be maintained by HE staff. Security Clearance BPSS Additional T&Cs Standard Framework and Call Off Terms and Conditions subject to the changes and special terms inserted in the order form and schedules. Any expenses shall be submitted in line with Homes England standard T&S policy. We will not consider any further amendments from the supplier. Please confirm your acceptance of the order form and schedules plus special terms and amendments to call off terms. If you are unwilling to accept the order from as drafted you will be excluded from the selection and award processes. No. of Suppliers to Evaluate 3 Proposal Criteria • Approach and methodology • Team structure and resourcing models, including ability to meet resourcing levels, CV’s of key people who will work with us & experience of working together and alongside client teams. • How the approach or solution meets user needs • How the approach or solution meets your organisation’s policy or goal • Value for money Cultural Fit Criteria • Demonstrable experience working effectively in blended team, maintaining accountability over delivery of outcome whilst the client provides other key roles (e.g product manager) and subject matter experts. • Demonstrable commitment to promoting diversity and inclusion, incorporating diverse perspectives and tackling inequality in your teams as well as in the outcomes you deliver. • Demonstrable experience working collaboratively with other suppliers to meet client organisational goals. • Evidence of how you ensure commitment to the quality of the deliverables and outcomes, rapidly identifying, fixing or replacing if an issue occurs. • Methods for measuring and maintaining speed of delivery, including your approach to supporting drafting of statements of work that capture deliverables and how you take accountability for achieving deliverables. • Your approach to challenging practices and behaviours that do not support digital transformation, and how you work constructively to improve them. Payment Approach Capped time and materials Assessment Method • Case study • Presentation Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers 1. Since 2nd and 3rd June is UK Public holiday, can we ask for deadline to be extended by 6th June for submitting the response? Unfortunately this system (the Digital Marketplace) does not allow us to change deadlines. 2. How does this opportunity relate to https://www.digitalmarketplace.service.gov.uk/digital-outcomes-and-specialists/opportunities/17094 ? These two opportunities are not linked. 3. Q) Would it be acceptable for part of the team to be based off-shore (i.e. outside of the UK)? A) Our internal security requirements require that this has to be UK based. 4. Q) Who conducted discovery? Are there any incumbent providers? A) Discovery was completed by a small internal / contractor team. The team involved in that have all moved on, but we have the outputs in the form of user research and scoping and there is continuity in the programme team / project sponsor who are actively involved.There is no incumbent supplier at present, but numerous localised and tactical solutions are in place for capturing customer interactions and engagement. 5. Q) Could you please kindly share the SoW by email to us ? It’s very helpful to prepare the documents to support this assignment based on the full SoW? Please share the email to send a private message for the SoW request from your teams? A) We don't have a full SoW. The ITT which includes further detail will be issued to shortlisted suppliers once this shortlisting stage has been completed. 6. To what is extent is an automated solution for ‘know your customer’ required? There are a significant number of variables here, business identification, role based permissions ie does this individual have the right to act on behalf of that business. Do you have any further detail on the level of scrutiny / financial investigation you require? CRM will not be supplying the KYC solution but simply integrating with any existing solutions we have or will build in the future. Hence, this will most likely be through APIs. In terms of the CRM partner, their scope will be to integrate partner data with the APIs and display the results on CRM. 7. Are we allowed to bid with a different CRM than Dynamics? At this stage we are not procuring a CRM system. We are looking in the first instance to validate whether our existing technology stack can meet all relevant requirements, before proceeding with it. As such, we are not considering other CRM systems at this stage.