Income Maximisation Project

Concepts

• middlesbrough
• software package
• income maximisation project
• current housing management system
• information systems
• integrated call handling
• intelligent automation risk
• account actions
• text messaging
• housing management systems

Location

North East England:

Description

We require an Intelligent automation risk based artificial intelligence and machine learning approach to caseload management and collecting debt which also includes an integrated call handling and text messaging solution. This will work alongside our current housing management system, Orchard but also has the capacity to work alongside other housing management systems if this was to change. Through behavioural science the system must optimise the benefits of nudge theory to ensure that as a business we maximise our income through maximising automation opportunities and ensuring that manual intervention is made only when needed and in a way that will provide Thirteen with the best outcome.

Total Quantity or Scope

1. Identification through an operational dashboard, of account actions for current and former accounts (all product types) daily based on risk, which categorise actions based on both manual and automated interventions and in line with our escalation process2.Automation of contacts with customers based on risk; the segment of the customer group and the best method and time of day around general customer behaviour.3.Automation must include text messaging and outbound dialing with a desirable requirement for automation of appropriate letters following the recovery process.4.The call handling/text messaging solution should be able to interface with our existing 8 x 8 telephony system or at least have an appropriate "hand off" solution to provide a seamless experience for our customers.5.All call handling/text messaging solutions must be in line with GDPR and call handling best practice. 6.All call handling/text messaging solutions must have the ability for Thirteen to be able to control the flow of calls/text to both maximise the capacity, but also slow the calls down as appropriate within our touchpoint (contact) centre to minimising failure demand, maximise customer satisfaction and ensure high uptake.7.There is requirement that the automation would include current arrears, former tenant arrears across a variety of products such as general needs, housing for older people, supported accommodation, leaseholders, shared owners and students. These also have a variety of debit frequencies and tenure types.8.A daily update would be required on all successful and unsuccessful automated contacts and must be able to integrate back to Orchard (or alternative system) in real time, stating the time, date, type of action and where applicable detail of the text/voice message/letter sent.9.The successful supplier must be able to evidence that they have been able to adapt their solution with an organisation of similar size and operating model to Thirteen and would also work in collaboration with Thirteen to ensure that the system was bespoke to our requirements, and to continue to work in partnership to maximise the outcome of the product in our continually changing environment.10. The system will also understand the group of customers where we would get the same result if we did nothing as opposed to unnecessary contact.11.The system must have dashboards bespoke to the individual coordinator alongside higher level dashboard which will provide an overview of performance in relation to income recovery and actions taken, it must also, provide an overview of automation and manual intervention actions with live reports in relation to user activity.12.We have a desire to expand automation to customers including regular check-ins to vulnerable customers.

Renewal Options

3 year initial term plus options to extend of 1 year plus 1 year

Award Criteria

CPV Codes

• 48000000 - Software package and information systems

Indicators

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

Other Information

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