RM1043.8-1-SANCTUARY HOUSING ASSOCIATION-Project_68463-CX_Phase 1_2024

Description

Summary of work Sanctuary wishes to select a preferred partner to lead in the design, development and service transition of a new customer experience platform (CXP). It is envisaged that the CXP will be developed around a new CRM implementation, integrated into and extending Sanctuary's current technical landscape - notably but not exclusively its Microsoft, SAP and Drupal technologies. After initial appraisal of technology options, Sanctuary has a working assumption that it will implement Salesforce as a preferred option for the CRM components, however this is not a fixed view. As discovery and design activities progress, Sanctuary will work with the successful partner to confirm the target architecture and specific composition of technologies that are best fit and value for Sanctuary. The successful partner must therefore have a proven track record of implementing Salesforce, and experience of integrating to/ extending SAP, Microsoft and Drupal technologies. It will be helpful if they also have experience of the UK's social housing, care or similar sectors. The CXP will have a broad footprint to support service, sales, marketing and commerce activities and enable omni-channel customer interaction as well as supporting Sanctuary staff in their direct interactions with customers - so will require appropriate experience design for all personas. The CXP must be scalable and extensible to rapidly exploit innovations in technology - for example but not limited to artificial intelligence (in its broadest sense) and the engagement with smart assistants / sensors to enhance and enrich customer outcomes. The CXP must, technically and economically, complement existing Sanctuary technologies, in particular Microsoft and SAP, and suit continuous / rapid development by internal product teams post-launch with a limited reliance on rare skills. Where the supplied staff will work Yorkshire and the Humber Where the supplied staff will work West Midlands Where the supplied staff will work No specific location (for example they can work remotely) Who the organisation using the products or services is Sanctuary Housing Association and other companies within the Group Why the work is being done Putting customers first is a key strategic objective for Sanctuary with an enduring focus on improving customer satisfaction across all the communities it serves through continuous improvement to operations and culture. Further complementing this approach, 2024/2025 will see Sanctuary launch its new Customer Experience Programme - a multi-year investment in technology to improve customers’ experience and interactions within all Sanctuary's varied operations. The new platform will align to and extend existing technology investments to provide contemporary, multi-channel interaction and engagement for all Sanctuary customers and related stakeholders. The business problem Sanctuary has a number of solutions that serve specific operational verticals and customer management scenarios but does not currently have the technology architecture/platform required to support multi-channel interactions and engagement for all its customers across all of its service, marketing and sales activities. Sanctuary does not have a single, 360-degree view of the customer or a transactional portal through which its customers can manage their interactions. Addressing this challenge will enhance the customer experience and provide a more complete and consistent understanding of customers and their interactions, thereby improving operational efficiencies and overall quality of service. The people who will use the product or service User type: Contact centre users (internal) Definition: handling phone, email, webform and any other contact channels, recording customer interactions and progressing customer enquiries remotely User type: Local / In-property users (internal) Definition: visiting customers in their rented properties, reviewing their interaction history, recording interactions, conversation notes and enquiries/requests. Working on multiple devices including mobiles. User type: Property/service administrators (internal) Definition: users in care, supported living or student properties reviewing interaction history, recording interactions, conversation notes and enquiries/requests User type: Systems development teams (internal) Definition: developing/configuring CRM, web and other channel applications User type: Sales & Marketing users (internal) Definition: progressing outbound and inbound lead management / sales enquiry processes User type: Assisted customers (external) Definition: individuals contacting Sanctuary via multiple assisted channels (at least phone and email) User type: Self-service customers (external) Definition: users of self-service channel. Possible features would be view/edit personal details, review interactions with Sanctuary, submit enquiries/complaints Any pre-market engagement done Limited informal engagements have been held with incumbent suppliers to enable Sanctuary to validate the procurement approach. Work done so far We have initiated the Discovery phase, which is currently in progress and is expected to complete by the end of October 2024. Which phase the project is in Discovery Existing team The existing team consists of a Programme Director, three Business Analysts, Enterprise Architects, the Head of Architecture, the Head of Business Analysis, Data Migration PM, a PMO Lead, and business representatives. These resources are currently onboard to complete the Discovery phase. The outcome of the Discovery phase will inform the allocation of Sanctuary resources for the implementation phase. Address where the work will be done A mixture of Sanctuary's Head Office (Sanctuary House, Chamber Court, Castle St, Worcester WR1 3ZQ), The CSC (Hull) and remote. Other potential locations may be required on an ad hoc basis to support communications, demos, etc. Working arrangements The development team can work remotely. However, key SI Partner project resources must visit Sanctuary's head office weekly to provide updates on key milestones, deliverables, and outcomes. Everyday expenses are to be included in the supplier cost, any special circumstance expenses must be pre-approved by Sanctuary and will be subject to the Sanctuary expenses policy. The supplier is expected to use the Sanctuary standard toolset as part of the project delivery. Security and vetting requirements No security clearance needed Latest start date 11 November 2024 Expected contract length Contract length: 2 years 0 months 0 days Optional extension: 1 years 0 months 0 days Special terms and conditions special term or condition: All expenses must be pre-agreed between the parties and must comply with Sanctuary Travel and Subsistence (T&S) Policy. special term or condition: All vendors are obliged to provide sufficient guarantees to implement appropriate technical and organisational measures so that the processing meets the requirements of GDPR and ensures the protection of the rights of data subjects. special term or condition: Sanctuary will own all new intellectual property associated and solutions created. special term or condition: The successful bidder will be required to sign the Sanctuary Supplier Code of Conduct. special term or condition: All bidders will be required to provide evidence of their willingness to provide third party liability / professional indemnity insurance covers to the value of £5M and £15M respectively. Budget Indicative maximum: £6300000 Indicative minimum: £4500000 Further information: Indicative budget range is between £4,500,000 and £6,300,000, excluding software licences but including vendor expenses. The maximum budget is up to £6.3 million for the Implementation phase deliverables. The budget will cover all stages of the SaaS lifecycle model, including analysis, design, development, testing, transition, and hypercare of the product. In addition to this, the overall budget for the programme includes provision for a programme management delivery team from Sanctuary, dedicated business resources and licencing. Contracted out service or supply of resource? Contracted out service: the off-payroll rules do not apply Terms and acronyms Term or acronym: Customer Experience Platform (CXP) Definition: Technology solution that provides features and functionality to serve omni-channel customer experiences across service, sales, marketing and commerce. Term or acronym: Customer Definition: Individuals or organisations who request, consume, pay for, or oversee property and services provided by Sanctuary Group. This includes a wide range of B2C and B2B relationships including private renters, Local Authorities, NHS Primary Care Trusts, other agencies, household/family relationships, delegates of authority and powers of attorney. Term or acronym: Sanctuary (SHA) Definition: Sanctuary Housing Association (SHA) is a not-for-profit housing association, providing homes and care for more than 250,000 people in England and Scotland. SHA manages more than 125,000 units of accommodation across affordable housing, care and nursing homes, supported housing, student and keyworker accommodation. SHA also develops up to 1,000 properties a year, for both social rent and private sale. Term or acronym: Sanctuary Housing Definition: Sanctuary Housing manages homes across England, providing general rented housing, market rent properties, shared ownership and home ownership accommodation. Term or acronym: Property Services Definition: Property Services provides a wide range of in-house property maintenance and facilities management solutions. More than 2,000 colleagues work in this area of the organisation. Term or acronym: Development Definition: The property development arm of Sanctuary, including an in-house construction team. Term or acronym: Commercial Definition: A division of Sanctuary under which Care, SSL, and Students sit. Term or acronym: Care Definition: Sanctuary Care operates 111​ care homes and supported living schemes ​across England and Scotland, providing a range of long and short-term care, including residential, nursing​​, dementia, respite and palliative care. Term or acronym: SSL Definition: Sanctuary Supported Living - supported living services, providing housing, care and support for multiple client groups: disabilities (learning and physical), mental health, young people, homelessness, domestic abuse. SSL also includes retirement communities for people aged 55+ or with long-term care needs. Term or acronym: TEL Definition: Technology Enabled Living, also known as Telecare. Provides assistive technology support packages for vulnerable people. Managed under SSL. Term or acronym: CSC Definition: Customer Service Centre - SHA's main call centre, located at 160 Francis Street, Hull, HU2 8DT. Term or acronym: CIC Definition: Customer Interaction Centre, the customer relationship management system used in CSC, based on SAP CRM. Term or acronym: CRM Definition: Customer Relationship Management system Term or acronym: Students Definition: Sanctuary Students provides accommodation for Students and Keyworkers. It also manages a number of Commercial Property units and rental homes at market rates.