ITIP0210 – Single View of the Customer

Description

Summary of the work The Single View of the customer project will design and develop a single common CRM data model, new single HE Dynamics 365 instance to provide a ‘single view’ of customer, stakeholder, and supplier information through the migration of data from our existing instances of Microsoft Dynamics and business process alignment. Expected Contract Length 24 months (plus optional 6 months transition) Latest start date Wednesday 1 December 2021 Budget Range £4.35m Fixed Budget Why the Work is Being Done The Single View of the Customer (SVoC) project will design and develop a single common Customer Relationship Management (CRM) data model, new single HE Dynamics 365 instance to provide a ‘single view’ of customer, stakeholder, and supplier information through the migration of data across the existing instances of Microsoft Dynamics. The project will implement a ‘master instance’ which will be a new single instance of CRM and migrate existing data following a low risk phased approach. To support integration of the separate Dynamics instances and create the common CRM data model an extensive business process review and alignment exercise will be undertaken. This will deliver efficiency benefits in addition to a consistent approach and improved customer experience across the business. The current siloed customer, stakeholder and supplier data will be migrated from the existing Dynamics instances in a phased migration plan in line with business priorities and agreed with the business. Once data migration has been completed and customer data quality assured in the SVoC solution each individual Dynamics instance will be retired. Problem to Be Solved We have identified several issues which exist due to a lack of integration across Customer Relationship Management (CRM) systems within different Directorates. Without a ‘single view’ of data, our staff are unable to trace correspondence across our CRM systems. This results in repeat handling of queries and leads to delayed responses to our customers. Not only does this increase inefficiency within our processes, but it also reduces the level of customer and stakeholder satisfaction, which can lead to longer term reputational damage for the organisation. A lack of oversight on supplier information can lead to costly delays in projects and result in us failing to meet our ongoing performance commitments. Supplier will 1) Provide and execute the IT solution of data migration from current instances to Consolidated Data Model in coordination with National Highways Digital Services. 2) Develop and assist in delivery of a comprehensive Business Transformation, Process / Taxonomy / Sentiment Alignment, and Training/Embedment Programme 3) Work in coordination with Microsoft and National Highways to expand the use of the Microsoft EcoSystem 4) Ensure stakeholders are engaged throughout the project lifecycle 5) Ensure the solution includes the integration of other data sources GIS, Asset Management data, social media channels/data Who Are the Users 1) As a National Highways (NH) employee I need to be able to access customer data in one instance of CRM for the purposes of reporting, analysis, and decision-making. 2) As a NH employee I should be able to easily navigate between different data types that relate to the same asset or entity (e.g. alphanumeric, spatial, document, model). 3) As a Customer Contact Centre (CCC) user, to be able to manage all contacts to the customer contact centre, ensuring a response to the customer is delivered in a timely manner and that more complicated enquiries are assigned to the relevant teams. 4) As a Major Projects (MP) user, to be able to manage external stakeholder records and communications so that we have timely and accurate reporting and customer data. 5) As a Complex Infrastructure Programme (CIP) user, to be able to manage multiple external stakeholder records and communications to ensure effective control, reporting and stakeholder management. 6) As a Commercial & Procurement (C&P) user, to be able to manage external and internal communications, customer records/tasks and performance so that we can effectively manage stakeholder and deliver accurate performance reporting. Early Market Engagement Not Applicable. Work Already Done Completed a discovery phase during Q1 – Q2 2021. The SVoC project engaged a Microsoft Gold Partner Dynamics CRM specialist to undertake a deep dive review across the existing instances of Dynamics 365. The deep dive included a review of all configuration and data in each Dynamics instance which concluded the differences in fields, templates and data structure was not as significant as envisaged. It was proposed that we review the original solution and consider the option of introducing a new mater instance, following a consolidated data model. This approach has now been agreed. Existing Team - Head of Integrated Customer Relationship Management CRM Single View of the Customer - Senior Project Manager Integrated Customer Relationship Management (CRM) - Project Manager, Single View of the Customer - Head of Data Architecture & Engineering - Major Projects CRM Analyst - Operations & Contact Centre CRM Manager - Commercial & Procurement CRM Lead Current Phase Not started Skills & Experience • Experience of delivering successful, large-scale CRM solutions to organisations with complex organisational structure and siloed data • Microsoft Gold Partner with experience of delivering Microsoft Dynamics 365, in particular, Microsoft Customer Insights and marketing. • Deploying effective document control, records management, document lifecycle management, including definition of workflows, meta-data, taxonomies, search & retrieval methods. • Extensive experience of implementing successful business change, end to end process review/rationalisation/review/alignment, user adoption/embedment projects in a multi disciplined environment including supply chain partners/external users • Introduction to an organisation of new use of Artificial Intelligence (AI) and Machine Learning (ML) to enable and improve customer insight and analysis • Migrate legacy Customer, Stakeholder and Supplier Data From Existing Multiple Dynamics Instances To New Single Dynamics SVoC Instance • Experience of retention of individual MS 365 tenants and unique project e mail address • Experience of delivering GIS Integration • Experience of delivering Asset Management Data Integration • Demonstrate the ability to integrate Microsoft 365 Core Products/leverage the Microsoft eco system to ensure a robust end to end solution. • Experience of Social Media/ Customer Insight Data Integration & Data migration • Experience of delivering Performance Reporting Against multiple platforms • Demonstrate the ability to integrate Power Apps Platform Nice to Haves • Transport / Infrastructure / relevant industry experience • Experience in supporting the development and deployment of system training and education Work Location National Highways Office, Birmingham And/or remote working Working Arrangments Microsoft Teams – virtually Face to face project team meetings as needed in Colmore Square, Birmingham (primary and other National Highways locations within UK) Offsite meetings as required (due to limited room capacity within National Highways offices) We will pay reasonable expenses in line with the National Highways travel and subsistence policy. Security Clearance We expect all our suppliers to have BPSS as a minimum, access to our Production environment will require security clearance. Additional T&Cs We have identified key areas of the business which are using the own siloed instances of CRM. These areas are: - Customer Contact Centre (CCC) - Major Projects (MP) - Commercial & Procurement (C&P) - Complex Infrastructure Programme (CIP) - Lower Thames Crossing (LTC) Please request access to the SharePoint site for further information by sending your email address to: singleviewofthecustomer@highwaysengland.co.uk Please note – this email address is to be used for access to the SharePoint site only. Please raise any questions via the Digital Marketplace portal as normal. No. of Suppliers to Evaluate 5 Proposal Criteria • How will you work with the business and IT teams to agree a prioritised and deliverable backlog of work? How will you de-risk (cost/time/quality) the backlog? Please cite experience • How will you approach the design and delivery of the Common Data Model? How will you create a complete, accessible, and meaningful whole from the component artefacts? Please cite experience. • How will you ensure that the Common Data Model is adopted by the business in creating/publishing data requirements for projects? Where have you done so in the past? • How you will identify risks and dependencies? What would be your approach to manage them? • Identify your team structure in managing projects • How would you demonstrate your approach and methodology in ensuring the IT solution meet business requirements • What is your estimated timeframe from delivery of the solution • How will you ensure that the project remains true to time, cost and quality. What will you do if one of the areas are adversely impacted? • How will you pro-actively identify and manage project risks? Cultural Fit Criteria • How will you incorporate service design principles and design thinking into your work? How/where have you made this work in the past? • What will be different at National Highways following your work on this project? How do you see this work fitting within the context of the wider infrastructure/transport sectors? • How does this project align with the values of your own business? • Provide evidence/examples of how you successfully collaborated with different suppliers/stakeholders in multi-disciplined, cross-functional team to deliver results. • What will you hand back to National Highways? How will you help ensure NH can support your solution long term? Where have you delivered lasting change? • How will you transfer knowledge to the BaU owner, in technical and non-technical (business) terms • Provide 2 case studies showcasing successful digital and business transformation delivery and embedment for an organisation • How will you ensure clear communication with technical and non-technical individuals? • What will you do to understand the business environment and culture to enable successful delivery? Payment Approach Capped time and materials Assessment Method • Case study • Reference • Presentation Evaluation Weighting Technical competence 65% Cultural fit 15% Price 20% Questions from Suppliers 1. Could you please the procurement timetable. An approximate timeline is as follows but may be subject to change:• 22nd Oct - Closing date for applications• 25th Oct – 12th Nov - Stage 1 evaluations to identify shortlist• w.c 15th Nov - Suppliers notified of outcome / feedback to unsuccessful suppliers• 16th Nov – 26th Nov - Stage 2 tender period • End of Nov / mid-Dec – Stage 2 evaluations (and additional assessments if applicable) • Mid-Dec / start of Jan 22 – Debrief and Award 2. Are you open to offshore locations for the execution of the project. No 3. Which supplier has done the Discovery phase? Incremental Group 4. Which third party provider supported or completed the discovery work? Incremental Group 5. Which third party provider supported or completed the discovery work? Incremental Group 6. Is the Authority open to accept evidences across the globe and not just limited to UK. Yes, but the Supplier must be based in the UK. 7. The email id used in advert singleviewofthecustomer@highwaysengland.co.uk, is giving us the error of ‘undeliverable to this email id’. Could you please confirm if this is the correct id we should be sending the email/help us with an alternate is please. We are investigating this issue and will advise when resolved. 8. Can you please confirm if Incremental Group, or any of its subsidiary companies, are eligible to bid for this opportunity please? The original discovery notice suggested that they would be precluded from this procurement exercise, but we would be grateful if you could confirm please. Any supplier on the Digital Outcomes and Specialists Framework can submit a bid for this opportunity without exclusion. 9. On the digital market place listing you state at the top of the page that the latest start date is Wednesday 1 December 2021. Further down in your answer to the first question asked by suppliers you state the start date would be Mid-Dec / start of Jan 22 – Debrief and Award. Please could you confirm the date on which you expect the team to start? The estimated start date is mid December to the start of January, 10. How has National Highways determined the fixed budget for this Project? Has this been informed by the discovery work that took place, or is it driven by other factors? The fixed price for the project was determined by the Discovery phase as well as the past experience and knowledge of the Project Team in similar projects. 11. The email id used in advert singleviewofthecustomer@highwaysengland.co.uk, is giving us the error of ‘undeliverable to this email id’. Could you please confirm if this is the correct id we should be sending the email/help us with an alternate is please. We have arranged a new mail box. Please use mailto: singleviewofthecustomer@highwaysengland.co.uk 12. There appears to be an issue with the email address provided to request access to the Sharepoint site. We have arranged a new mail box. Please use mailto: singleviewofthecustomer@highwaysengland.co.uk 13. Can Highways please help bidders understand what has changed since the delivery of the discovery work where it was stated that: “This procurement is ONLY for Phase 1. The selected supplier will not be able to bid for Phase 2 of the project Please see response to question 8 above. Any supplier on the Digital Outcomes and Specialists Framework can submit a bid for this opportunity.We would expect any potential conflict of interest to be managed by the successful bidder. 14. Can you please confirm that Incremental Group cannot bid for this opportunity? Please explain why if they are allowed.It was stated clearly in the original advert that ” The selected supplier will not be able to bid for Phase 2 of the project.” Please see response to question 8 and 13 above. 15. Hi, We are interested in this opportunity and want to participate but the email id used in advert singleviewofthecustomer@highwaysengland.co.uk, is giving us the error of ‘undeliverable to this email id’. Could you please confirm if this is the correct id we should be sending the email/help us with an alternate is please. Please use: SingleViewoftheCustomer@highwaysengland.co.uk 16. Were there any other suppliers involved in helping you shape your requirements for the Single View of the customer project? During the discovery phase of the project, we asked the Phase 1 supplier to validate our requirements. They were involved in helping us shape these to ensure they met our needs’ 17. The email address for more information, singleviewofthecustomer@highwaysengland.co.uk, is bouncing. Is there an alternative email address? Also given this, will you be extending the deadline for questions? Many thanks. Please use: SingleViewoftheCustomer@highwaysengland.co.uk , we are not able to extend the deadline for questions due to the limitations of this site. 18. Our company decided not to bid for Discovery on the basis that we would be precluded from bidding for subsequent work. This has given Incremental Group an unfair advantage over other bidders. How do you propose to manage that conflict? We will evaluate responses in accordance with the framework guidance and the criteria that has been published for this opportunity. 19. Project Scoping Document We have closed the access to Sharepoint due to technical issues. If you require a copy of the Project Scoping Document please e-mail us using: SingleViewoftheCustomer@highwaysengland.co.uk , a PDF will then be sent upon request. 20. Is question 12 about stakeholder KPI data reporting, or system performance reporting across multiple CRM systems, or something else? We are not clear on what this question refers to.Please provide further details on what part of the information provided you need clarification on. 21. Could you confirm that you are happy to receive answers which include multiple client examples. Gov.​Uk typically suggests a single case format, however questions in this opportunity relate to breadth of experience (technical and sector) suggesting multiple client examples are preferred. We have no objections if the evidence provided meets the criteria and it is clear who the clients were in the answers. 22. We are aware of the response to question 8. However, can Highways please explain what has changed since Discovery where it was called out explicitly that the successful bidder would not be able to tender for this work?What circumstances have changed to trigger Highways altering their procedure, and how does it anticipate managing the equal evaluation of responses for those bidders not involved in discovery? Many bidders would have have withdrawn from the original tender to give themselves the opportunity to bid fairly for this work. This is no longer the case which leaves them at a disadvantage. Further to our response to question 17, on reflection the phases are distinctly separate procurements. All relevant information that is required for bidders is included within this published opportunity. Responses will be evaluated based upon the criteria detailed in this procurement. As all bidders have the same information and will be assessed against the same published criteria we do not believe that there is any unfair advantage. Evaluations are carried out in accordance with the framework terms, the opportunity and applicable National Highways policies. 23. Our company decided not to bid for Discovery on the basis that we’d be precluded from bidding for subsequent work/projects. We believe this has given Incremental Group an unfair advantage over other bidders in this process. Please may you advise how you will manage this conflict? Please see our response to question 22 above. 24. With reference to your question “Experience of delivering Performance Reporting Against multiple platforms” – is this about providing KPI and SLA reports against multiple platforms or other performance reporting? This refers to both KPI/SLA reporting and other reporting across multiple platforms as per the business needs and requirements 25. Please advise what the Asset Management system/s is/are that require data integration? This refers to a system called CONFIRM, which is used for Asset Management 26. Are the current Dynamics instances On-Prem or on the Microsoft Cloud (Online/Saas)? What is the target single Dynamics instance deployment model On-Prem or on the Microsoft Cloud (Online/Saas)? The forward view is that we would move to a DaaS based solution, however the short term solution would need to intergrate the AS IS state which includes a combination of DaaS and On-Prem 27. Are internal processes differentiated by market segment? Could you please clarify 'Market Segment' some of the business areas are external customer facing and others are internal only 28. What are the processes to be revisited and re-engineered in Dynamics? All of the business processes across all instances will need to the revisited and aligned to ensure successful deployment and use of Single View of the Customer 29. Could you please provide a list of integrations of the in-scope siloed Dynamics instances to be maintaned in the To-Be scenario: ·         Customer Contact Centre (CCC)·         Major Projects (MP)·         Commercial & Procurement (C&P)·         Complex Infrastructure Programme (CIP)·         Lower Thames Crossing (LTC) Please clarify the meaning of 'integrations' does this relate to other systems that work alongside the current instances? 30. Who provides the current GIS platform? Google 31. Do you have a preferred or already-in-use Master Data Management solution? No, we currently have multiple solutions including DaaS, Chrysalis and internal Data Hubs 32. Do you already use or are you open to used Microsoft Power BI or do you have a preferred alternative platform? Or do you rather consider in the scope the only usage of standard Dynamics Report/Dashboards? We do use MS Power BI alongside Chrysalis, DaaS and other internal data hubs 33. Do you have already in place integration with additional contact channels (e.g. web site, chat, social)? We currently have an integration with a customer feedback system called ECHO (Every Customer Has an Opinion) and we would to understand how we can integrate our social media data into SVoC 34. Is this something already integrated with the current Dynamics Solution ? Are you using Sharepoint Integration or do you have alternative DMS preferred platform? We have multiple siloed instances which have various integrations, including DaaS, Chrysalis and SharePoint 35. Do you have already in mind in which area/use cases would you like to apply such approaches? In our future state we would look to integrate with DaaS, however the current solution would need to integrate with the AS IS state to ensure current reporting is maintained 36. To wich asset are you referring (buildings, highway infrastructure, company PC/IT, company cars, etc.)? Is it already in place an asset management solution to be integrated? (if yes, which one?) Does this question relate to the Strategic Road Network as our asset? 37. Are you referring to Application performance monitoring ? Do you have an already-used or preferred platform? We don't understand this, please clarify further. 38. Do you have experience of large, cross-functional IT Projects and have an already tried internal organisational model you want to use or are you open to suggestions? We are open to your suggestions as the experts providing the solution 39. What are the other platforms of Microsoft ecosystem are you currently using or do you foresee to use? Are you consuming any Azure service? Azure, Power BI, Insights, Dynamics. We are open to your suggestions in your proposed solution 40. Question 7: Experience of retention of individual MS 365 tenants and unique project e mail address: Clarification – Please expand on this question. Does “retention of individual M365 tenants” relate to a multi-tenant future state? What does the requirement to “retain… unique project email address” mean? Retention of individual M365 tenants refers to the ability to set up a individual tenant with a instance, which can have its own identity (email address etc) ie John@XXproject.co.uk rather than John@highwaysengland.co.uk 41. Question 13: Demonstrate the ability to integrate Power Apps Platform: Clarification – Does “the ability to integrate Power Apps Platform” refer to integrating Power Apps within a wider Dynamics 365 / Microsoft platform solution, with third-party systems or something else? We would like to have the ability to integrate the proposed SVoC solution into the Power Apps platform 42. Who provides the current GIS platform? Amendment to question 30 : ESRI - Environmental Systems Research Institute 43. Can you please provide a time-span in the past data to be maintained in the To-be Scenario (e.g. tickets: 3 years; Projects 10 years, Contracts: 5 years, etc.) The volumes of data are part of the Incremental artefact and will be supplied to the new supplier upon successful selection. For example, for each instance Incremental has identified the data volumes for file data, log data, database data, and database meta data 44. Do you have a rough cardinality estimate of the current historical data by type (e.g. #tickets, #Contracts, #Projects, etc.) The volumes of data are part of the Incremental artefact and will be supplied to the new supplier upon successful selection. For example, for each instance Incremental has identified the data volumes for file data, log data, database data, and database meta data 45. How many users by category are foreseen? (e.g. # Admins, #CC users, etc.) The volumes of data are part of the Incremental artefact and will be supplied to the new supplier upon successful selection. For example, for each instance Incremental has identified the data volumes for file data, log data, database data, and database meta data 46. Do you have already in place an integration between Dynamics and CTI/IVR platform? (if yes, which platform?) Confirm is the asset management tool 47. Could you please provide a short description of the processes covered by the in-scope siloed Dynamics instances:         Customer Contact Centre (CCC)·         Major Projects (MP)·         Commercial & Procurement (C&P)·         Complex Infrastructure Programme (CIP)·         Lower Thames Crossing (LTC) The core processes include contact record management, case management, management of customer and stakeholder communications, recording of data as it relates to road scheme building, and in general the maintenance of customer and stakeholder information. The details are fully documented in the Incremental discovery piece of work. 48. Do you use any external tool for communication templates? All communications in Highways is typically managed in MS Outlook. 49. amendment to question 44: Do you have a rough cardinality estimate of the current historical data by type (e.g. #tickets, #Contracts, #Projects, etc.) Updated answer: The volumes of data are part of the Incremental artefact and will be supplied to the new supplier upon successful selection. For example, for each instance Incremental has identified the data volumes for file data, log data, database data, and database meta data . As of JUNE 2021 there was approximately 281,012MB of known data that will need to be migrated. 50. Amendment to question 45:How many users by category are foreseen? (e.g. # Admins, #CC users, etc.) Updated answer: The volumes of data are part of the Incremental artefact and will be supplied to the new supplier upon successful selection. For example, for each instance Incremental has identified the data volumes for file data, log data, database data, and database meta data. As an example of total assigned Dynamics licenses, there are currently 816 assigned licenses across all Directorates. 51. Amendment to 46: Do you have already in place an integration between Dynamics and CTI/IVR platform? (if yes, which platform?) Updated answer: Yes, Genesys purecloud provided by Foehn. 52. Amendment to 34:Is this something already integrated with the current Dynamics Soluition ? Are you using Sharepoint Integration or do you have alternative DMS preferred platform? Updated answer: We have multiple siloed instances which have various integrations, including DaaS, Chrysalis and SharePoint 53. Amendment to 48: Do you use any external tool for communication templates? All communications in Highways is typically managed in MS Outlook. Templates set up for supporting outgoing email campaigns uses the ClickDimensions application, which we hope to replace using MS Dynamics Marketing Module. 54. Phase 1 potential conflict of interest For the avoidance of doubt the winning bidder from Phase 1 (Incremental) will not be involved in any way in the evaluation team or evaluation process of this Phase 2 opportunity. Any supplier on the Digital Outcomes and Specialists Framework can submit a bid for this opportunity.