The Provision of a CRM and MDM Solution

Concepts

• software package
• aylesbury
• buckinghamshire council
• provision of a crm
• mdm solution
• crm platform
• new instance of a crm platform
• crm
• mdm technology
• four-phase programme

Location

Buckinghamshire

Description

The Buckinghamshire Council seeks tenders from suitably qualified and experienced organisations for the provision of a corporate, modern Customer Relationship Platform (CRM) that supports the Council’s vision of a “Customer First” culture. Our vision is to give residents more free time by making everything they do with the Council faster and easier. We need modern tools to achieve this, harnessing the power of Master Data Management (MDM) to enable a ‘single view of the customer’ and integrate with existing Line of Business systems. This cloud hosted system will provide rich, unfettered data to help promote the seamless digital journey from the Buckinghamshire Council website. The solution will include (but not be limited to) the following: hosting, licensing, maintenance, upgrades, reporting, consultancy, customisation, configuration, database administration, data cleansing, data migration, Implementation, initial training, ongoing support.

Total Quantity or Scope

The Buckinghamshire Council seeks tenders from suitably qualified and experienced organisations for the provision of a corporate, modern Customer Relationship Platform (CRM) that supports the Council’s vision of a “Customer First” culture. Our vision is to give residents more free time by making everything they do with the Council faster and easier. We need modern tools to achieve this, harnessing the power of Master Data Management (MDM) to enable a ‘single view of the customer’ and integrate with existing Line of Business systems. This cloud hosted system will provide rich, unfettered data to help promote the seamless digital journey from the Buckinghamshire Council website. … We are seeking a collaborative supplier to support our talented Council officers to get the best use and value from the platform assets. The CRM platform needs to be effective and configurable, fulfilling our high-level requirements of interactive web forms, a customer account, and an integration engine to fulfil integration into our back-office systems. The platform will enable analysis of customer needs so we can shape our services accordingly as we achieve a better understanding of how customers interact across all services. A CRM platform combined with MDM technology will enable residents to track service requests, receive updates electronically, so we can deliver personalised, targeted services and communication to strengthen relationships with our communities. Our vision is for a platform that touches all service areas, with an emphasis on providing integrations for the more transactional services. We intend to do this through a four-phase programme, as described in the requirements. The platform will enable future integration and interaction around online booking, payments, live chat, social listening, artificial intelligence, data management, Single Sign On, and several other capabilities. It is important we see no degradation to our existing services, particularly Household Waste with established integrations. This also includes a single sign on into some of our applications, including (but not limited to) our Revenues and Benefits application and our library services application. The successful supplier will have a track record of delivery of this type of platform and must be able to demonstrate that their platform is currently operational. The programme to implement this new instance of a CRM platform with MDM capability has five phases, which are as follows: Phase 0: the build of the core components of the platform – the CRM, case management, interactive web forms, the customer account, the integration engine, and the MDM capabilities. This phase is estimated to begin in January 2023, with a go-live date of July 2023 Phase 1: discovery, design and deployment of the following service areas, including the necessary interactive web forms, case management, and integrations into back-office systems – household waste; revenues and benefits; financial support for our communities; Transport for Bucks; Family Information Service; Client Transport. This phase is estimated to begin in January 2023, with a go-live date of July 2023 Phase 2: discovery, design and deployment of the following service areas, including the necessary interactive web forms, case management, and integrations into back-office systems – registrars; business development; finance; housing; environmental health; land charges; planning; building control; licensing. This phase is estimated to begin May 2023, with a go-live date of November 2023 Phase 3: discovery, design and deployment of the following service areas, including the necessary interactive web forms, case management, and integrations into back-office systems – children’s services; blue badge and bus passes; adult social care; special educational needs team; localism; adult learning; library services; education. This phase is estimated to begin in September 2023, with a go-live date of February 2024 Phase 4: discovery, design and deployment of the following service areas, including the necessary interactive web forms, case management, and integrations into back-office systems – household waste; revenues and benefits; financial support for our communities; strategic development; electoral registration; HS2 team; parking. This phase is estimated to begin in January 2024, with a go-live date of May 2024 It is important that you consider whether you can reach these timescales before a tender is submitted. Please be aware that there are mandatory requirements and organisations will be excluded from the process if these requirements are not met. Additional information: The estimated contract value covers the 5 year initial term and the possible 60 months extension period.

Renewal Options

An option to extend for a period, or consecutive periods, of up to sixty (60) months.

CPV Codes

• 48000000 - Software package and information systems
• 48445000 - Customer Relation Management software package
• 72000000 - IT services: consulting, software development, Internet and support
• 72212445 - Customer Relation Management software development services

Indicators

• This is a one-off contract (no recurrence)
• Options are available.
• Renewals are available.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. **