Dynamics System Replacement, Support and Maintenance

Tender description

Which phase the project is in Not started Existing team Two CRM specialists, supported by consultants. Address where the work will be done Remote / London Working arrangements LGA Head Office is in Westminster, London. Onsite workshops would be necessary at key points in the project e.g., analysis, roll out etc. However, this will be limited to remain cost efficient, therefore the selected provider must be comfortable conducting most of the implementation virtually. All travel will require prior approval. Online working hours must be between the hours of 8am - 5pm but with project work flexibility is required in order to support the evolving nature of digital project work. Provide more information about your security requirements: No security clearance needed Latest start date 2026-06-15 Enter the expected contract length: 2 years Extension period: 1 year Are you prepared to show your budget details?: No Confirm if you require a contracted out service or supply of resource Supply of resource: the off-payroll rules may apply Summary of work CRM Development The current CRM solution used by LGA, Dynamics 365, is to be transitioned to create a solution that streamline processes and workflows, automate tasks, and provide deep customer insights for business growth. Deliverables include: Configuration: Establishing the CRM system to hold necessary customer information Customization & Extension: Building unique features, workflows, and integrations Integration: Connecting the CRM with other business systems for seamless data flow Data Management: Handling data migration, insights, standardization, and ensuring data quality Automation: Developing scripts and processes to automate repetitive tasks Reporting: Creating custom reports and dashboards for business intelligence Testing & QA: Writing and running tests (functional, security, performance) to ensure quality before deployment. Support & Maintenance Support of current Dynamics implementation (to be replaced) is provided by a supplier, which will be replaced as part of this procurement. Deliverables required: Transition Plan: Working with incumbent supplier to develop and execute a transition plan Account Management & Reporting: Regular account management and reporting across usage, system use etc. Support Services: Supporting including logging and reviewing of support issues Development Services: Providing development services for new and existing features Environment Management: Management of separate Dynamics environment instances. Where the supplied staff will work London Where the supplied staff will work No specific location (for example they can work remotely) Why the work is being done LGA has an existing Dynamics implementation that is used in some areas of the business, the current instance of Dynamics has served the team well, however, it has been highly customised in both functionality and code, making the solution not scalable across other areas of the business. A decision was made to replace the current instance of Dynamics with a fresh vanilla version utilising mainly out of the box functionality, to support the needs of the business, enabling Dynamics to be successfully rolled out across all areas of LGA. The business problem you need to solve LGA's current Dynamics solution has a low take up across LGA with slow time to onboard new teams due to the complexities of the solution. The current solution is not scale able to support the teams required to use it due to the complex background to which it has been configured. This is also a mainly undocumented solution with limited back end knowledge. First user type: As an LGA team member I want the ability to store customer interactions, so that I do not need to store this information separately. Questions and Clarifications 1. "What services are being referred to in this context? (With reference to ""Access of services"" & ""Encouragement to use services"" mentioned in Page 2 High Level Use Cases & Non-Functional Requirements Document)" Best regards, Infosys Ltd. All of LGA's current service offerings. Last Updated: 15 April 2026, 09:53 2. What accelerators are currently used by the LGA? None. Last Updated: 15 April 2026, 09:51 3. "What are the goals and how is it defined? (With reference to High Level Use Cases & Non-Functional Requirements Document: ""As an LGA team member I want the ability to capture the council goals and outcomes in a defined timeframe e.g., monthly, quarterly, yearly etc., so that I can monitor the council aims for that period."")" This means the goals the council have set for a set period of time that they want to achieve. Last Updated: 15 April 2026, 09:48 4. What is the current ITSM tool in use? There is no ITSM tool in use directly within LGA, there are tools used by third party providers which we have access to, but this is limited to external communications. Last Updated: 15 April 2026, 09:46 5. How are learning materials (files) currently maintained and managed? These are managed seperately in the LMS system Last Updated: 15 April 2026, 09:43 6. Can you please provide number change requests / small enhancements implemented during last 12 months along with nature of changes / complexity level of Change Requests See earlier response on 'number of incidents reported in last 12 months'. Last Updated: 15 April 2026, 09:41 7. Can you please provide number incidents reported during last 12 months along with criticality / priority level for those incident Over the last 12 months, a total of 146 support cases were logged. The breakdown by priority was as follows: Priority 1: 6, Priority 2: 35, Priority 3: 72, Priority 4: 29, and Priority 5: 4. Priority 1 cases relate to service‑critical issues and were worked on until resolution, with lower priorities covering a mix of functional issues, user queries, and minor configuration requests. Incident resolution and small change or enhancement activity are not fully segregated within the case data, as minor configuration changes and low‑complexity enhancements (for example creation or amendment of fields, views, dashboards, workflows and reports) are typically delivered as part of business‑as‑usual support rather than raised as separate formal change requests. As a result, the majority of Priority 3–5 cases include a combination of support queries and small enhancements of low to medium complexity, while larger or more complex changes are handled through separately agreed development activity and Statements of Work. Last Updated: 15 April 2026, 09:38 8. What tools are currently used for monitoring and alerting? Combination of Power Automate cloud flows and Dynamics 365 workflows. Last Updated: 15 April 2026, 09:36 9. What tools are currently used for monitoring and alerting? There has been a roadmap defined with the current supplier, however, this will be re-looked at as part of the new solution development. Last Updated: 15 April 2026, 09:33 10. Is there an existing subscription/billing system to integrate with? Currently CRM does not integrate with any subscription/billing system. The LGA's finance system is Unit4 ERP (Agresso) and it is expected that this would be one of the systems that would need to be integrated in future solutions. Last Updated: 15 April 2026, 09:27 11. Does current system implemented dynamics 365 CRM sales functionality, If yes then what level of functionality is implemented ? is there any complex customization there? Yes, there is complex customisations that have not used Microsoft out of the box functionality. Last Updated: 15 April 2026, 09:24 12. How current system handle payments? Does Dynamics handle payments directly or integrate with an external finance system? Currently CRM does not handle any payments directly. Last Updated: 15 April 2026, 09:22 13. Can you provide expected SLA definitions (Priority levels, response & resolution times)? The SLA timeframes set out below represent our current Service Level Agreements. As part of this procurement, we would expect suppliers to propose their own SLA definitions and timeframes and, as a minimum, to meet or exceed the standards outlined. These SLAs apply during agreed service hours. Response time is defined as the time to acknowledge and commence investigation of an issue. Target resolution time is defined as the time to restore service or provide an agreed workaround, subject to timely customer cooperation. Priority 1 (Critical) A critical incident resulting in complete loss of service or severe impact to core business operations. Response time: Within 30 minutes Target resolution time: Within four hours, with continuous effort following initial response and subject to customer cooperation Priority 2 (High) A high-impact issue causing significant service degradation with no reasonable workaround available. Response time: Within 30 minutes Target resolution time: Within four hours, with continuous effort following initial response and subject to customer cooperation Priority 3 (Normal) A standard issue with moderate impact where a workaround may be available. Response time: Within eight hours Target resolution time: Within sixteen hours, subject to customer cooperation Priority 4 (Low) A low-impact issue, service request or non-urgent query. Response time: Within eight hours Target resolution time: Within one business week Last Updated: 15 April 2026, 09:19 14. Are there specific business processes already identified for automation? None as yet. Last Updated: 15 April 2026, 09:17 15. What are the major customizations in the current system? The most significant customisation in the current LGA CRM centres on the Engagement model, which has been designed as a bespoke representation of how LGA delivers and records support to local authorities. Engagements act as the core operational record for support activity and are configured to link to LGA‑specific Programmes and Engagement Types (support categories), reflecting internal governance, funding structures, and reporting needs rather than standard CRM sales or case management concepts. The model supports both one‑to‑one and one‑to‑many delivery through the use of Groups, enabling a single engagement to represent activity delivered to multiple authorities (for example regional or thematic support), which avoids record duplication while preserving accurate reach and impact reporting. In addition, the Engagement entity is supported by a set of tightly related child and associated entities that have been configured to reflect LGA delivery patterns. These include Engagement Contacts (contacts at recipient authorities), Engagement Team Members (peers, advisers, contractors and staff delivering the support), and Objectives used to capture agreed outcomes or deliverables. Overall, the Engagement model represents the most heavily used and business‑critical area of the system. While there are other customisations across the CRM (as referenced in earlier responses), decisions on whether and how these are migrated or re‑implemented in the new solution will be addressed through detailed discovery and design with the successful supplier, rather than assumed as a like‑for‑like transition. Last Updated: 15 April 2026, 08:57 16. Can you provide details of the current customizations and which of these (if any) need to be retained in the new solution? We would like this to be reviewed to suggest the best way in which to provide this functionality using out of the box functionality. Last Updated: 15 April 2026, 08:56 17. Does current system implemented external portal using power pages or external web platforms? and what is expecting to be platform? Currently there are two external facing portals based on Power Pages, we would expect the sucessful supplier to review and make recommendations on the future solution. Last Updated: 15 April 2026, 08:54 18. Does current system uses Customer Insights Journey and Data? Currently Customer Insights Journeys is used for bulletin management. Last Updated: 15 April 2026, 08:51 19. Should any legacy custom logic be retained, or fully redesigned? We would like this to be reviewed to suggest the best way in which to provide this functionality using out of the box functionality. Last Updated: 15 April 2026, 08:49 20. What is the current user adoption rate across departments? This is very low, in the region of 20% with varying levels of use. Last Updated: 15 April 2026, 08:47 21. What is the current data volume (records, entities, storage size)? See earlier response on 'estimated volume of data records to be migrated' and 'Number of custom entities'. Last Updated: 15 April 2026, 08:44 22. What version of Dynamics 365 is currently in use (CE modules, Marketing, Portals, etc.)? The implementation is centered on Dynamics 365 Customer Engagement (CE), using core CRM entities and functionality equivalent to Sales and limited Customer Service capability, delivered primarily through custom model‑driven apps rather than Microsoft’s out‑of‑the‑box Sales or Customer Service applications. We also use Customer Insights Journeys for bulletin management and Power Pages for two externally focused portals. Last Updated: 15 April 2026, 08:41 23. Is change management and user adoption support in scope, or is this handled by LGA internally? This will be handled by LGA, but we would like support from the selected supplier in order to do this. Last Updated: 15 April 2026, 08:38 24. Are there any specific functionalities or features that are explicitly out of scope for this procurement? None at this stage, but we would be keen to understand suppliers view on this. Last Updated: 15 April 2026, 08:29 25. What is the "Inspection management" workflow referenced in the Lead & Pipeline Management section? Inspection management is used as an illustrative example only to indicate that different activities may require different workflow journeys. These workflows are not yet designed or defined, and the example is intended to highlight the need for a solution that can flexibly support multiple, activity‑specific workflows, rather than to specify a particular inspection management process. Last Updated: 15 April 2026, 08:26 26. The use cases reference "CPC due date" - what does CPC stand for, and what is its significance? CPC refers to a Corporate Peer Challenge. The reference to a “CPC due date” is provided as an illustrative example only, to demonstrate that, in addition to recording an activity, there will be a range of associated data attributes that need to be captured and managed. These attributes will vary depending on the activity type, and the intent of the example is to highlight the need for a flexible data model capable of supporting activity‑specific fields, rather than to define a fixed or exhaustive list of data requirements. Last Updated: 15 April 2026, 08:24 27. What is the distinction between "individual external users" and "customers" in the context of the use cases? They are one and the same. Last Updated: 15 April 2026, 08:23 28. Are there budget or resource constraints that could affect the project timeline or scope? The budget has already been signed off, resource constraints will be mitigated within LGA. Last Updated: 15 April 2026, 08:21 29. Due to the restructure it is not known how resources will be applied, however, we are pulling together interim squads consisting of a Project Manger, Business Analyst, Product Owner and Architect in order to support this initiative. Procurement is via the CCS services and the vendors available on those lists. Last Updated: 15 April 2026, 08:19 30. Are LGA resources (the two CRM specialists and consultants) fully allocated to this project, or do they have other responsibilities? Due to the restructure it is not known how resources will be applied, however, we are pulling together interim squads consisting of a Project Manger, Business Analyst, Product Owner and Architect in order to support this initiative. Last Updated: 15 April 2026, 08:16 31. Are there any planned organisational changes (restructures, mergers) that could affect the scope or timeline? Yes, there is an organisation wide restructure being completed, mitigation to ensure limited wider effect on scope / timelines will be managed within LGA. Last Updated: 15 April 2026, 08:15 32. What dependencies exist on other LGA projects or initiatives that could impact this project? Creation of new LGA website and MyLGA portal. Last Updated: 15 April 2026, 08:12 33. What specific topics should the presentation cover? The suppliers interpretation of the requirements. Last Updated: 15 April 2026, 08:11 34. Will the presentation be conducted onsite in London or remotely? This will be completed remotely. Last Updated: 15 April 2026, 08:08 35. How many attendees can the supplier bring to the presentation? As many as they believe is required to present the solution. Last Updated: 15 April 2026, 08:05 36. The timeline shows "Supplier presentations" on 21-05-2026 - what is the expected format and duration? We would leave this to the discretion of the supplier to detail how they have interpreted our requirements. The time allocation would be 90 mins slots. Last Updated: 15 April 2026, 08:03 37. Will LGA conduct reference calls, or are written references sufficient? We would prefer to discuss this with organisations, however, depending on time constraints we may accept written. Last Updated: 15 April 2026, 08:01 38. Should references be from similar organisations (e.g., public sector, local government)? We would leave this to the discretion of the supplier to suggest references that are most closely aligned with our requirements be it in functional or organisation sector. Last Updated: 15 April 2026, 07:59 39. How many references are required, and what format should they take? 3 references would be ideal, we can confirm if these needs to be verbal or written once these are confirmed. Last Updated: 14 April 2026, 14:53 40. What format should the prototype take (e.g., PowerPoint mockup, working demo environment, video walkthrough)? A stepped through prototype / demonstration. Last Updated: 14 April 2026, 14:51 41. For the prototype demonstration, are there specific use cases that must be included, or is it the supplier's choice? It is the suppliers choice to gleam from the requirements the critical elements that would be most appropriate for us as LGA to see as part of a demonstration. Last Updated: 14 April 2026, 14:49 42. Stage 2 Technical Question 6 asks to "demonstrate how you have interpreted the high-level use cases provided and developed a prototype solution" - should this be a working prototype or a design/mockup? We would see this as a working prototype. Last Updated: 14 April 2026, 14:48 43. The evaluation weightings show "Not Specified %" for Nice-to-have skills and Social value - what are the actual weightings? There are no weightings attached to these. Last Updated: 14 April 2026, 14:46 44. Are third-party software/integration costs expected to be included (e.g., payment gateway fees, API connectors)? Suppliers should include the costs of designing, configuring, implementing, and maintaining integrations with any required third‑party systems as part of the Phase 1 implementation budget. Variable or usage‑based third‑party costs (for example payment gateway transaction fees or per‑use API charges) do not need to be included as fixed prices where volumes or usage are not yet known. Suppliers should instead clearly identify these costs, state the assumptions made, and describe how they would scale based on volume or usage. Information related to variable costs will be used for planning and understanding total cost of ownership, rather than for evaluated pricing. Last Updated: 14 April 2026, 14:44 45. Should Microsoft licensing costs be included in the proposal, or are they procured separately by LGA? Suppliers should assume that Microsoft licensing will be procured and managed separately by LGA and must not be included within the supplier’s proposal price. However, suppliers are required to clearly identify and estimate any Microsoft licences that would be required to support their proposed solution, including: licence types, estimated quantities, and indicative costs (at list or typical public sector rates). These estimates should be provided separately from the proposal price and will be used for information and planning purposes only, not as part of the evaluated pricing. Last Updated: 14 April 2026, 14:21 46. Are there separate budgets for Year 1 (implementation) and Year 2 (support)? Yes, the budgets are separate, the budget for support is in the region of £60k per annum. Last Updated: 14 April 2026, 14:19 47. Should pricing be broken down by implementation versus ongoing support and maintenance? Yes please. Last Updated: 14 April 2026, 14:17 48. The Statement of Requirements indicates "No" indicative budget - however, is there an internal budget that bidders should be aware of to ensure realistic proposals? The LGA require a technical delivery partner to create an enduring relationship with to provide implementation and ongoing support across our digital programme and beyond. Our current focus is Phase 1 which has a budget of circa £500,000, which will be drawn down against as part of specific Statement of Work's, the chosen partner needs to work alongside internal subject matter experts, that will also be deployed onto the delivery of digital outcomes. This does not define the entire scope of work required as this will proceed for the duration of the contract length.  Although this has been stated as a fixed rate contract we would also request a time and materials based estimate (with supporting rate cards) on the high level information provided. Last Updated: 14 April 2026, 14:15 49. Will LGA facilitate transition meetings, or is the supplier expected to coordinate directly with the incumbent? LGA will facilitate these meetings. Last Updated: 14 April 2026, 14:06 50. What transition activities are expected from the incumbent versus the new supplier? Transition is expected to be a shared activity between the incumbent supplier, the incoming supplier, and the LGA. The incumbent supplier is expected to support an orderly transition in line with contractual obligations, including reasonable knowledge transfer, documentation and handover, and continuity of service up to contract expiry. The incoming supplier will be responsible for designing and delivering a structured transition plan, working with the incumbent supplier and the LGA to ensure full technical and operational handover, manage risks, establish support arrangements, and be ready to assume full responsibility for the service at go‑live, with the LGA retaining overall transition governance. Last Updated: 14 April 2026, 14:04 51. Is there an expectation for parallel running of old and new systems, or a hard cutover? There will be parallel running as rollout will be phased, based on team use determined by LGA. Last Updated: 14 April 2026, 14:02 52. What is the notice period for the incumbent supplier contract? 30 days. Last Updated: 14 April 2026, 13:59 53. Who is the incumbent supplier, and are they cooperative with the transition? The incumbent supplier is currently under contract to the LGA until the 6/11/2026. As part of that contract, the incumbent supplier is expected to support an orderly transition, including reasonable knowledge transfer and handover activities. LGA anticipates that transition will be managed collaboratively between the incumbent supplier, the incoming supplier, and the LGA client team. Last Updated: 14 April 2026, 13:57 54. Is there an expectation for "hotfix" deployments outside of regular release cycles? Yes. There is an expectation that hotfixes may be deployed outside of regular release cycles where required. In particular, high‑severity or Priority 1 issues that have a critical impact on service availability or business operations are expected to be actively worked on until resolution, including deployment of urgent fixes where necessary, subject to appropriate testing and controls. Last Updated: 14 April 2026, 13:55 55. Are there specific change control or release management processes that must be followed? Yes. Changes must be managed through agreed change control and release management processes. All changes should be logged and auditable, with deployment controlled across Development, UAT and Live environments. Suppliers are expected to use industry‑standard release management, version control and acceptance testing practices. Last Updated: 14 April 2026, 13:52 56. What is the expected release cadence (e.g., monthly, quarterly) for deploying changes? LGA does not mandate a fixed release cadence (e.g. monthly or quarterly). Smaller support tickets and minor changes are expected to be addressed in line with agreed service levels, which suppliers should propose as part of their standard support offering. Larger development changes or enhancement work will be planned and agreed between LGA and the supplier through established change control arrangements and/or Statements of Work, with timescales proportionate to the size, complexity, and risk of the change. Last Updated: 14 April 2026, 13:51 57. Are Development, UAT, and Live environments already provisioned, or does the supplier need to set these up? Yes, Dev/UAT/Live environments are already provisioned for the current solution. Last Updated: 14 April 2026, 13:49 58. Should reports be embedded within Dynamics, or accessed via the Power BI web portal? We would want to work with the supplier to understand the most efficient way to display reports. Last Updated: 14 April 2026, 13:47 59. Are there specific reporting requirements or KPIs that must be delivered at go-live? There will be reporting and dashboards required, but these will be captured as part of detailed requirements gathering. Last Updated: 14 April 2026, 13:39 60. How many users require access to Power BI dashboards? At this stage, LGA cannot specify an exact number of users who will require access to Power BI dashboards. As part of LGA’s ambition to be a more data‑driven organisation, it is expected that most, if not all, staff may interact with one or more dashboards, depending on role and use case. LGA currently operates Microsoft 365 E5 licenses, and as dashboards initially internally focused we can assume they will be accessed by 400 licensed staff. Where a supplier’s proposed solution requires alternative access models or additional Power BI licensing (for example to support scale, performance, or different consumption scenarios), suppliers are expected to clearly explain the assumptions, implications, and associated costs. Last Updated: 14 April 2026, 13:37 61. What level of Power BI licensing does LGA currently have (e.g., Power BI Pro, Premium, Embedded)? LGA currently uses Microsoft 365 E5 licensing (all staff), which includes Power BI Pro. Power BI Premium or Embedded capacity is not currently in place. Where supplier solutions require alternative or additional Power BI licensing, suppliers should clearly explain the licensing implications and provide recommendations to support wider rollout in line with LGA’s ambition to be a more data‑driven organisation. Last Updated: 14 April 2026, 13:34 62. Are there accessibility requirements for the external portal beyond WCAG 2.1/2.2 AA? None others at this time. Last Updated: 14 April 2026, 13:32 63. What is the expected number of external portal users, and what licensing implications does this have? This will be via the MyLGA portal. Last Updated: 14 April 2026, 13:31 64. If a portal is required, should it be Power Pages, or is there a need to use alternative solutions? This will be via the MyLGA portal. Last Updated: 14 April 2026, 13:29 65. Multiple use cases reference customers performing actions (booking events, managing subscriptions, viewing content) - is a customer portal required? LGA is developing a new digital site and portal called MyLGA, which will act as the primary front door for a range of customer‑facing services, including activities such as booking events, managing bulletin subscriptions, and accessing content. This work is being delivered in parallel by a separate supplier. The successful CRM supplier will be expected to work collaboratively with the MyLGA supplier to ensure that integrations, user journeys, and data flows are well aligned and deliver an effective end‑to‑end experience. For evaluation purposes, suppliers are asked to clearly separate front‑end (portal) and back‑end (CRM) responsibilities, assumptions, and costs within their bids, so that proposals can be assessed on a like‑for‑like basis. Last Updated: 14 April 2026, 13:28 66. What are the requirements for subscription renewals - automatic renewal only, or opt-in/opt-out models? We would like to default to automatic renewal unless customer opts out. Last Updated: 14 April 2026, 13:27 67. Are there PCI-DSS requirements for storing payment card data, or will payments be processed via a third-party gateway only? We would want payments to be processed by a third-party gateway. Last Updated: 14 April 2026, 13:26 68. Is there a specific payment processing provider that must be used, or is the supplier free to recommend one? Payment provider is used via third party tools, LGA would like the supplier to recommend a supplier based on best fit. Last Updated: 14 April 2026, 13:25 69. What subscription models need to be supported (e.g., annual, monthly, tiered pricing)? Annual, monthly and tiered pricing needs to be supported. Last Updated: 14 April 2026, 13:22 70. What is the expected volume of learning content and users accessing learning materials? We use this for internal (Learn and Perform Hub) and external (councillor Elearning portal) learning content albeit two instances. Internally we would expect c400 internal team members accessing the learning content, externally we currently provide c30 learning events with c300 active users with a desire to extend this. Last Updated: 14 April 2026, 13:20 71. If an LMS integration is required, what system is currently used or planned? LGA currently use Kallidus for their LMS. Last Updated: 14 April 2026, 13:19 72. The use cases reference SCORM files and learning pathways - is LGA expecting a full Learning Management System (LMS) within Dynamics, or integration with an existing LMS? There is an existing LMS, however this will be under review shortly, the requirements were captured and sent as part of this procurement to see if Dynamics were able to support any part of these requirements. Any solution ideas from suppliers would be welcomed. Last Updated: 14 April 2026, 13:17 73. Is integration with any specific email marketing platform required? Nothing specific, but we would welcome the selected suppliers insights into this. LGA currently uses Dynamics 365 Customer Insights - Journeys for email communications and piloting Dynamics 365 App for Outlook for tracking emails and interactions in CRM. LGA is keen to maximise native Dynamics capability and would welcome supplier advice on how best to design and support this within the proposed solution. Last Updated: 14 April 2026, 13:16 74. Are there specific email deliverability or compliance requirements (e.g., anti-spam regulations)? None at this stage, but we would be keen to understand suppliers view on this. Last Updated: 14 April 2026, 13:13 75. What is the expected volume of communications sent per month? In the region of 100 communications a month, mixture of daily, weekly and monthly communications. Last Updated: 14 April 2026, 13:12 76. The use cases mention creating and sending communications - should this use Dynamics 365 Marketing/Customer Insights - Journeys, or a different tool? We would like to explore any and all solutions that could support these requirements and would ask the supplier to help support this decision. Last Updated: 14 April 2026, 13:09 77. Is there integration with an existing event management system (the document mentions "Eventforce"), or will events be managed entirely within Dynamics? Yes there is a link with EventForce at the moment, we would like to explore the most efficient way to offer events to customers. Last Updated: 14 April 2026, 13:07 78. What are the expected volumes for events (number of events per year, attendees per event)? There is in the region of 500 events a year of varying sizes and type ranging from 5 attendees at a virtual training event to 2,500 attendees at our in person annual event. Last Updated: 14 April 2026, 13:06 79. We would like to explore any and all solutions that could support these requirements and would ask the supplier to help support this decision. We would like to explore any and all solutions that could support these requirements and would ask the supplier to help support this decision. Last Updated: 14 April 2026, 13:04 80. The events use cases mention booking, payment, and automated processes - is there an expectation to use Dynamics 365 Marketing (now Customer Insights - Journeys) for event management? We would like to explore any and all solutions that could support these requirements and would ask the supplier to help support this decision. Last Updated: 14 April 2026, 13:01 81. Are there any use cases marked as "Could" or "Would" that should be excluded from the initial proposal? None that we would want to exclude at this stage. Last Updated: 14 April 2026, 12:59 82. Which use cases are required for the initial go-live versus which can be delivered in later phases? We have not separated these out, and would like the supplier to help prioritise the functions. Last Updated: 14 April 2026, 12:55 83. The use cases document lists items as "Must," "Should," "Could," and "Would" - are these MoSCoW priorities fixed, or will they be re-validated during requirements workshops? We imagine these will be re-reviewed as part of the more detailed requirements gathering processes reviewed as part of the discovery piece as this may be slightly different according to team. Last Updated: 14 April 2026, 12:53 84. The requirement states "Users should use Single Sign On" - what is LGA's identity provider (e.g., Azure Entra AD, ADFS)? Azure is lightly used at the moment, LGA want to continue to roll out this capability across the business. Last Updated: 14 April 2026, 12:07 85. What is the process for security vetting of supplier personnel who will have access to LGA data? This would be covered as part of the contract signed, vetting of team members working on the account is the responsibility of the supplier. Last Updated: 14 April 2026, 12:06 86. Does LGA have an existing Information Security Management System (ISMS) that the solution must align with? LGA operates an information security framework aligned to ISO/IEC 27001 principles. Suppliers must align with LGA’s information security policies and are expected to operate a robust ISMS of their own (e.g. ISO/IEC 27001 or equivalent). Last Updated: 14 April 2026, 12:05 87. Are there specific security certifications required beyond ISO 27001, GDPR, and Data Protection Act 2018 compliance (e.g., Cyber Essentials Plus)? Yes, either Cyber Essentials or Cyber Essentials Plus as part of the framework. Last Updated: 14 April 2026, 12:03 88. Is LGA's data subject to UK-only data residency requirements? Yes. Last Updated: 14 April 2026, 12:02 89. Is LGA's data subject to UK-only data residency requirements? Yes Last Updated: 14 April 2026, 12:01 90. Will LGA provide resources for data validation and reconciliation support, or is this entirely the supplier's responsibility? Yes, we would support this as part of our assigned implementation team. Last Updated: 14 April 2026, 11:59 91. Are there specific data validation rules or business logic that must be preserved during migration? None, this would need a complete review and re-design. Last Updated: 14 April 2026, 11:55 92. What is the historical data retention requirement? Should all historical data be migrated, or only data from a specific period? At this stage there is no prescribed time‑based historical retention period for data migration. As outlined in responses to the earlier clarification questions on custom entities and indicative data volumes, the information provided is intended to support bidders’ understanding of the current landscape and should be treated as illustrative rather than definitive. The primary consideration for migration will be whether data continues to have business value, rather than the age of the data alone. Last Updated: 14 April 2026, 11:53 93. How many custom entities exist in the current system, and which need to be migrated? There are approximately 80 custom tables in use within the current system. An initial view of the key custom entities expected to be migrated is provided in the response on estimated data volumes, however, we would welcome discussion regarding the complexity of this and deviation from vanilla functionality. The final migration scope will be confirmed during the discovery phase with the successful supplier and may be refined based on technical dependencies and the proposed solution design. Last Updated: 14 April 2026, 11:50 94. What is the expected data quality of the current system? Are there known data quality issues that need addressing? The current system has data quality challenges, with accuracy, completeness, consistency and reliability, which in part is due to limited adoption of the solution. The majority of team members keep separate versions of data used for both internal and external reporting. The LGA would expect the successful supplier to support data assessment and remediation during migration, and to advise on and help implement best‑practice data governance and adoption approaches post‑migration to improve confidence in the system and prevent similar issues in future. Last Updated: 14 April 2026, 11:48 95. Are there any middleware or integration platforms currently in use? Integration and automation are primarily delivered through a combination of Microsoft Power Platform capabilities (e.g. Power Automate cloud flows and Dynamics 365 workflows) and custom Azure‑native components, most notably Azure Functions. Last Updated: 14 April 2026, 11:43 96. What is the "finance system" mentioned for payment processing? Unit4 ERP (Agresso). Last Updated: 14 April 2026, 11:42 97. Is there existing API documentation for the systems to be integrated? This is limited high level documentation to support the API integrations. Last Updated: 14 April 2026, 11:41 98. For each integration system, what are the available integration methods (API, file-based, database connection)? Current integrations use simple API's. these will be re-designed as part of the renewed architecture. Last Updated: 14 April 2026, 11:39 99. The requirements mention integrations with "Eventforce, Oscar etc." - can LGA provide a complete list of all systems requiring integration? The architecture is in the process of being renewed at the moment, it is not possible to provide a complete view of this, however, to note there are simple integrations with Event Force. Last Updated: 14 April 2026, 11:38 100. What is LGA's current Microsoft 365/Power Platform tenant configuration? The LGA operates a single Microsoft 365 tenant with the Power Platform enabled. The current configuration includes: Dynamics 365 (Dataverse) as the core data platform, with Dynamics 365 Customer Service Enterprise in use. Power Platform components, including model‑driven apps, Power Automate, and Power Pages Multiple Power Platform environments (including production and non‑production) to support development, testing, and live operation Azure Active Directory as the identity provider for internal users, with external access supported via Azure AD authentication where required Use of both license‑based and Pay‑As‑You‑Go (PAYG) models, including for customer‑facing portal capability Last Updated: 14 April 2026, 11:35 101. Is the LGA environment on-premise, cloud-based, or hybrid? Cloud-based Last Updated: 14 April 2026, 11:33 102. What is the expected number of external users (for portal/customer access), and what licensing model is currently used? External access is currently provided via a PAYG‑licensed portal using Azure AD authentication, with approximately 500 external users. Future external user volumes will depend on the scope and design of the solution proposed by the successful supplier, including potential enhancements to customer‑facing services such as events booking. The supplier will be expected to assess anticipated usage and recommend an appropriate licensing approach. Last Updated: 14 April 2026, 11:32 103. What is the expected number of internal users? Yes, 400 is the working assumption. The aim for the LGA is to make Dynamics 365 the core system of choice, how internal users interact with the system will be different for each user group and be determined as the system evolves Last Updated: 14 April 2026, 11:23 104. What Dynamics 365 licensing model is currently in place? The current licences in use are Dynamics 365 Customer Service Enterprise. The successful supplier will be expected to: Review the current user base and user roles Assess the features and capabilities required by different user groups Take account of the proposed system design and configuration as it evolves Recommend an appropriate and cost‑effective licensing mix that meets functional requirements while avoiding unnecessary licence cost This review should include consideration of alternative Dynamics 365, Power Platform, and role‑based licensing options where appropriate, with indicative costs provided to support decision‑making. Licensing recommendations are expected to be informed by both current usage patterns and the future‑state solution, which will be developed in collaboration with the LGA. Last Updated: 14 April 2026, 11:22 105. Are there specific go-live milestones or dates that must be met? Phase 1 (MVP deployment) is to be completed by end of 2026. Last Updated: 14 April 2026, 11:14 106. What is the expected timeline for the implementation phase versus the support and maintenance phase? We would hope to have an MVP available by the end of 2026, but the specific timeline we would like to work with the selected supplier on. Last Updated: 14 April 2026, 11:12 107. Is there an expected phased rollout plan (e.g., pilot with one team first, then expand), or is the expectation to deploy to all teams simultaneously? Yes the rollout will be phased, based on team use determined by LGA. Last Updated: 14 April 2026, 11:11 108. The contract length states "2 years, 0 months, 0 days" AND "1 years, 0 months, 0 days" - which is correct? Is there a base contract period with optional extensions? It is a 2 year contract with the option to extend for an additional year. Last Updated: 14 April 2026, 11:11 109. What documentation exists for the current solution, and will this be made available to bidders? The existing system is lightly documented, artefacts such as ERD's and system documentation are not being shared at this stage. The successful supplier will be provided during transition with the existing ERD's and available documentation, including for the two existing integrations. These are not being supplied now as the solution is expected to be a new, largely vanilla implementation, and existing documentation may not reflect the future system design. Last Updated: 14 April 2026, 11:08 110. Can LGA provide access to the current Dynamics environment for pre-bid assessment, or will this only be available to the successful bidder? In order to maintain efficiency, this will just be available to the successful bidder. Last Updated: 14 April 2026, 11:04 111. What is the estimated volume of data records to be migrated (contacts, accounts, activities, custom entities)? Based on current Dynamics 365 production data, the estimated migration volumes are as follows. Figures are indicative and expressed as ranges to reflect expected data cleansing, de‑duplication, and agreed historical cut‑offs. Core entities Contacts: Several hundred thousand Accounts (organisations): Approximately 10,000–15,000 Activity and interaction data Emails: ~50,000 Notes (annotations): Several hundred thousand Tasks: Up to 5,000 Appointments: Up to 5,000 Events and engagement Engagements: ~50,000 Event bookings: Several hundred thousand Events: Up to 5,000 Marketing and consent data Contact point consent records: Several hundred thousand Custom entities (programme‑specific) OPE projects: Up to 5,000 OPE reports: Up to 5,000 OPE risks: Up to 5,000 OPE LRF: Up to 5,000 In addition, there are a number of related custom tables with smaller volumes that support these entities through lookup and child relationships. Overall, the migration comprises: Tens of thousands of master data records (accounts and key custom entities) Several hundred thousand high‑volume records, primarily contacts, activity history, consent, and attendee/engagement data Final volumes will be confirmed following detailed data profiling and agreement of migration scope, including decisions on duplicate handling and historical activity retention. Last Updated: 14 April 2026, 11:02 112. What is the current version of Dynamics 365 being used? Dynamics 365 Online Dataverse version: 9.2.26033.163 Last Updated: 14 April 2026, 08:03 113. How many users currently use the existing Dynamics solution, and across how many teams/departments? In the last 30 days, of the c550 employees 199 were active users, 119 of which actively added or amended records, the rest were read only users. Last Updated: 13 April 2026, 15:19 114. What is the relationship between this procurement and the "incumbent supplier" mentioned? When does their contract end, and what overlap period is expected? The incumbent supplier is currently providing support and development services under an existing contract, which is scheduled to expire on 7 November 2026. This procurement is intended to appoint a supplier to take over these services from the end of the current contract. The incumbent supplier will remain in place until contract expiry and is expected to support an orderly transition, including knowledge transfer. Bidders should assume a short transition and handover period prior to contract expiry. Suppliers are expected to set out their proposed transition approach, including how they would work with the incumbent supplier and the LGA client team to ensure service continuity. Last Updated: 13 April 2026, 15:18 115. Does the scope include Power Pages for external user access (as implied in the use cases for customer event booking and subscription sign-up), or is this out of scope? We want partner support to advise on the best solution for our requirements. Last Updated: 13 April 2026, 15:16 116. The Statement of Requirements mentions "Customer Insights Journeys and Customer Insights Data" - are these modules already licensed, or are they expected to be included in the supplier's proposal? Licensing for Customer Insights Journeys is in place with the current CSP partner, in the form of the Dynamics 365 Customer Insights Attach license (Sku Id: 000H) and 5 packs of Dynamics 365 Customer Insights Journeys T3 Interacted People (Sku Id: 0006). Customer Insights Data is not currently used, if included as part of a bid, licensing implications should be clearly documented. Last Updated: 13 April 2026, 15:15 117. What is the exact scope of the "fresh vanilla version" of Dynamics? Does it include specific modules like Sales, Customer Service, Marketing (CIJ), Field Service? This is something we what the partner to support with, the current version of Dynamics is undocumented and highly customised, when we talk about a fresh vanilla version it is to use as much of the out of the box version as we can to support our requirements with the best solution for LGA. Last Updated: 13 April 2026, 15:14