RFI for a Repairs & Maintenance system that integrates with other portals and systems

Tender description

Connexus Homes Limited are considering options for the provision of a Repairs & Maintenance system to manage the end-to-end processes for responsive repairs, voids, cyclical works, planned maintenance, gas, electrical, compliance, and ground-works operations. The system must also integrate seamlessly and in real-time with customer self-service, contractor and supplier portals and internal management systems to enable authorised users to diagnose and report faults, track and update job progress, view and upload related documents, photos and information, generate compliance certificates, raise orders and invoices, and monitor, analyse and report on service KPIs and performance. Lot 1: Repairs & Maintenance System Connexus Homes Limited is currently reviewing the provision of a Repairs & Maintenance system that integrates seamlessly and in real-time with customer self-service, contractor and supplier portals and existing management systems. Connexus Homes Limited are committed to delivering a first-class universal repairs and maintenance service to customers that offers resolution at the first point of contact. Our ‘Connexus Way’ operating model aims to put the customer front and centre and deliver efficient and equitable services to all users based on modern accessible systems. As part of developing our plans to meet this requirement we are issuing this Request for Information (RFI). This RFI is one vehicle by which we can systematically identify similarities and differences between suppliers in the market, and gain a greater understanding of specific suppliers’ abilities, core business and strategic outlook with respect to the Repairs & Maintenance system provision. Additional information: The purpose of this RFI is to allow Connexus to gauge supplier interest, assess supplier responses and use the resultant assessments in future decision making in regard to supply of the Opportunity. Lot 2: Customer Self-service System Connexus Homes Limited are considering options for the provision of a Customer Self-service System to enable customers to access self service facilities online through our website and/or their own devices (PC, tablet, smart-phone and SMS). The system must integrate seamlessly and in real-time with our existing management systems to enable authorised users to update personal and household details, view available properties and make applications, set up direct debits and payment arrangements, diagnose and book repairs and view repairs history, receive reminders and update appointments, send messages and feedback, and view self-fix information, videos and bulletins. As part of developing our plans to meet this requirement we are issuing this Request for Information (RFI). This RFI is one vehicle by which we can systematically identify similarities and differences between suppliers in the market, and gain a greater understanding of specific suppliers’ abilities, core business and strategic outlook with respect to the Customer Self-Service system provision. Additional information: The purpose of this RFI is to allow Connexus to gauge supplier interest, assess supplier responses and use the resultant assessments in future decision making in regard to supply of the Opportunity.