Visual Technology Platform

Tender description

Issue Date of notice: 11th January 2023 Closing Date and Time to contact and confirm interest to participate: 18th January 2023 This project seeks to test and validate the use of a visual technology platform in New Connections, Alterations & Disconnections. Lot 1: If you would like to participate in this tender event, please contact the NGN contact for this notice directly to express your interest to participate within the timescales - 11th January 2023 - 18th January 2023 at 12.00pm. The project will aim to reduce customer quotation times, remove any unnecessary visits to site (as appropriate) and increase accuracy of quotations where desktop surveys are traditionally carried out. The solution will be tested for reducing aborted connections, where a customer can be guided to evidence their site set up pre start date, delivery teams can validate before attending site whether it's in a safe and satisfactory state to go ahead, if not, they can proactively contact the customer to request remedial actions and postpone connection date if needed. Potential future use Visual capture technology can also be incorporated to assist with customer complaints or enquiries. Traditionally, customers will contact NGN over the telephone or by digital channels (email, message, social), conveying the issue they face verbally or in writing. In the process of conveying this information it is common for misunderstandings to arise between parties, it is only when an employee visits site in person are these misunderstandings ironed out. The project will test how NGN can integrate visual capture of a customer's issue into existing reporting processes, either via an asynchronous (web self-serve) or synchronous (switch to a live call from telephone contact) to see the issue faced and triage it then more accurately. As required, the customer recording can be passed to others in NGN to assess and decide on the best course of action. By removing the need in many cases to attend site to assess the issue first, NGN should be able to improve its D+1 complaint resolution time, by immediately actioning the remedy to the issue from the site visuals received. Scope to include - One time setup services for the Platform broadly includes: a. Business process mapping of future Video integrated scenarios b. Storyboard templates configuration and build c. Mobile app development and deployment for iOS and Android users (note NGN employees download the app as required in a self-serve manner from the Google Playstore or Apple App Store) d. Configured taxonomy and keywords for the relevant use cases e. User onboarding and enablement excluding for community users (end customers) f. User training in a Train the Trainer model excluding for community users (as applicable) g. Template label design aligned to NGN processes h. Dashboard configuration to align data points and reporting lines/groups i. Post code mapping and routing tables for relevant geographical teams