Provision of a configurable Customer Relationship Management (CRM) Solution, for use as part of 2027 Census Field Operation and the wider CSO surveys.

Tender description

The Services comprise: a single integrated system, supported by a managed service provider (MSP), in the form of a dynamic and configurable customer relationship management (CRM) Solution, for use as part of 2027 Census Field Operation. The CRM Solution must meet, at a minimum, the following high-level functional requirements: i) It must allow the FSOs to complete the Census Field Operation in both a real-time online mode and in an offline mode. ii) It must allow the CSO to operate a dedicated Census omnichannel contact centre. iii) It must contain automated workflows to reduce manual interactions for Census staff. iv) It must record every interaction with each household and provide a single customer view to all Census staff. v) It must integrate with existing CSO systems, including the CSO’s online data collection eQ Platform which will be used by householders to complete their online Census forms. vi) It must integrate with Microsoft Outlook and Teams to facilitate communication between Census staff. vii) It must provide telephony and messaging services. viii) It must be an enterprise software as a service (SaaS) based solution. The successful Tenderer will initially build and administer the CRM Solution, on behalf of the CSO, to provide the functionality required to deliver the 2027 Census project. The account with the underlying CRM Solution service provider must be in the CSO’s name and the successful Tenderer will be given the required permissions to administer the account on behalf of the CSO for the duration of the Services Contract. Throughout the duration of the Service Contract the successful Tenderer will use knowledge transfer to upskill designated CSO staff members to the point where the CSO can administer the CRM Solution themselves without the assistance of the successful Tenderer. The successful Tenderer will hand over the administration of the CRM Solution to the CSO upon the expiry of the contract Term. There is also an optional drawdown requirement for the CSO to potentially re-use the CRM Solution for other CSO surveys over the Term of the Contract. The decision as to whether or not any additional drawdown requirements will be required, lies entirely with the CSO. At the end of the Contract Term, further licensing requirements, if any, may be sought by the CSO via a separate tender process. Lot 1: The Services comprise: a single integrated system, supported by a managed service provider (MSP), in the form of a dynamic and configurable customer relationship management (CRM) Solution, for use as part of 2027 Census Field Operation. The CRM Solution must meet, at a minimum, the following high-level functional requirements: i) It must allow the FSOs to complete the Census Field Operation in both a real-time online mode and in an offline mode. ii) It must allow the CSO to operate a dedicated Census omnichannel contact centre. iii) It must contain automated workflows to reduce manual interactions for Census staff. iv) It must record every interaction with each household and provide a single customer view to all Census staff. v) It must integrate with existing CSO systems, including the CSO’s online data collection eQ Platform which will be used by householders to complete their online Census forms. vi) It must integrate with Microsoft Outlook and Teams to facilitate communication between Census staff. vii) It must provide telephony and messaging services. viii) It must be an enterprise software as a service (SaaS) based solution. The successful Tenderer will initially build and administer the CRM Solution, on behalf of the CSO, to provide the functionality required to deliver the 2027 Census project. The account with the underlying CRM Solution service provider must be in the CSO’s name and the successful Tenderer will be given the required permissions to administer the account on behalf of the CSO for the duration of the Services Contract. Throughout the duration of the Service Contract the successful Tenderer will use knowledge transfer to upskill designated CSO staff members to the point where the CSO can administer the CRM Solution themselves without the assistance of the successful Tenderer. The successful Tenderer will hand over the administration of the CRM Solution to the CSO upon the expiry of the contract Term. There is also an optional drawdown requirement for the CSO to potentially re-use the CRM Solution for other CSO surveys over the Term of the Contract. The decision as to whether or not any additional drawdown requirements will be required, lies entirely with the CSO. At the end of the Contract Term, further licensing requirements, if any, may be sought by the CSO via a separate tender process.