Dynamic Complaint Form (Digital Front Door)

Description

Which phase the project is in Discovery Existing team Head of Digital Transformation –Sponsor and commissioner of the project and proposed transformational solution. Accountable for the business case with the responsibility to define the key project outcome and scope. Platform Owner - Empowered through delegated authority from the sponsor to build the vision, blueprint and roadmap for intelligent automation and artificial intelligence tools to enhance customer and employee journeys. Chief Architect – Responsible for the overarching technology landscape and integrations used by the Ombudsman including Data, Application and Technologies. Head of Applications and Development – Responsible for the management and development of the core business applications within the Ombudsman. Head of Change and Continuous Improvement – Sponsor and commissioner of the project and proposed transformational solution. Accountable for the business case with the responsibility to define the key project outcome and scope. Customer Journey Owner - Empowered through delegated authority from the sponsor to inform and build our requirements for the transformational vision of the change and lead engagement with senior stakeholders and change networks. Platform Owner – Empowered through delegated authority from the sponsor to Business Analyst - Applies Business Analysis Services to the project to translate business desires and vision into technical user stories that are understandable to developers. Address where the work will be done Remotely and at Exchange Tower, London, E14 9SR. Working arrangements We can facilitate both in office and remote working, but we ideally are looking for the supplier to be available for some face-to-face collaboration or workshops where needed, to take place in our London office. Provide more information about your security requirements: No security clearance needed Latest start date 2025-04-30 Enter the expected contract length: 6 months Extension period: 3 months Special terms and conditions Included within the draft order form at Stage 2. Are you prepared to show your budget details?: No Indicative maximum: n/a Confirm if you require a contracted out service or supply of resource Contracted out service: the off-payroll rules do not apply Summary of work We're building a modern Financial Ombudsman Service to better serve our customers, our people, and the Financial Services Sector. As part of our transformation programme, we are looking to implement a dynamic complaint form, which will be used by potential complainants to digitally submit their complaint to the Ombudsman Service via our website, and an end to end digital interface or ‘portal’ type functionality for professional representatives to enable them to manage and submit complaints on behalf of their customers. We are looking for both products to be able to call on micro-services that enable features like data mining from uploaded documents and auto-populating that data into a form. And surfacing key data to customers including likely timeliness and a potential outcome. We are looking for agile development, with a user-centred design service, to accelerate innovation of all products and services through the design and application of a proof of concept to prove the Microsoft Power Pages product can meet our needs and inform the full-scale implementation and delivery plan to release them as a communication channel. 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 As part of the Financial Ombudsman Service’s transformation journey, we are constantly challenging ourselves to look for new ways to serve our customers better; while ensuring we’re a financially sustainable and forward-thinking organisation, with the ability to predict and the agility to adapt to changing demands and new issues within the Financial Services sector. We wish to have both the dynamic complaint form and professional representative digital interface prototypes available to pilot by October 2025. Suppliers should be available to start the prototype work in April 2025. The business problem you need to solve Dynamic complaint form: By introducing a new, user-friendly digital form we want to minimise the information consumers need to provide, enabling us to advance digitally and position ourselves as a leader among Ombudsman schemes. The solution will incorporate Microsoft Power Pages, to embrace the capabilities in our existing case handling system (d365), whilst ensuring that the information captured can be viewed in our planned Portal. We are also looking to unlock new opportunities not possible with our current online complaint form and as a result, we will enhance the customer experience and create efficiencies in our front-end processes. Professional Representatives Digital Interface: An end-to-end interactive interface for professional representatives, also proposed to incorporate Power Pages, that allows representatives to complete key actions digitally, such as billing enquiries, file uploads etc, enhancing their case submission experience (by incorporating the dynamic complaint form). This enabler will be full end-to-end digital experience. Micro-services we’re looking to be integrated: Auto-populator: A standalone capability, that can be called upon within the dynamic complaint form to minimise the effort required by the consumer to submit a complaint, reduce the likelihood of incorrect information being submitted when raising a complaint, and maximise a seamless handover to us from when the customer receives the firm’s final response. Expectation Manager: A standalone capability to set customer’s expectation around timescales and potential outcomes of their complaint at various touchpoints of the customer journey, for example on our website homepage or at point of complaint submission by integrating with the dynamic complaint form; also available for the front-end colleagues to ensure consistency of information across channels. This capability will use a machine learning model, trained with historical data. First user type: Complainant First user type: Professional Representative Questions and Clarifications 0. Please could you explain why the requirement is to build in Power Pages? It's a low code development environment and offers less flexibility (as well as being slower) than custom built app like React. Understanding the background to the development choice will help us how best to respond. The use of Microsoft Power Pages as the solution is to embrace the capabilities in our existing case handling system (d365), whilst ensuring that the information captured can be viewed in our planned digital portal. Last Updated: <strong>2024-11-29T15:10:49.530712Z</strong> 1. The response template provided includes a single text box for answering all five questions under the "Essential Skills and Experience" section. Could you please confirm if the 750-character limit (including spaces) applies to: 1. Each individual question separately, or 2. The combined response to all five questions in the single text box? The 750 character limit is per response to each individual question. Last Updated: <strong>2024-11-29T15:12:09.66777Z</strong> 2. What accessibility tools are to be considered for usage? We use 'Recite Me' as the accessibility offering on our website which should continue to work when the form or self serve capability is launched. We expect the solutions to work with common screen reader technologies customers have on their own devices. Last Updated: <strong>2024-11-29T15:13:16.481274Z</strong> 3. Are there any specific security requirements needed by the team such as security clearance? Not at an individual level. Security requirements will be detailed in the second stage. Last Updated: <strong>2024-11-29T15:16:47.677375Z</strong> 4. Which authentication method will be used for users logging into the power page • How will the user identities be verified and managed? For the dynamic complaint form, we would expect an OTP code to be sent to the user's email address to save and return to the form at a later date. Account creation on self serve capability would require multi factor authentication (suggestion Azure Entra ID). Last Updated: <strong>2024-11-29T15:17:58.791344Z</strong> 5. Is the understanding correct that we are enhancing the existing D365 case management as opposed to building new from scratch Yes, we have an existing D365 case management system. Changes would need made to incorporate new fields/workflows from power pages solutions. Last Updated: <strong>2024-11-29T15:19:17.569091Z</strong> 6. What automated workflows should be triggered upon form submission (e.g., acknowledgment email, task creation)? Multiple record creation in D365 and reference number returned to user, acknowledgement email, uploaded files sent to evidence file Last Updated: <strong>2024-11-29T15:21:24.270447Z</strong> 7. Clarification Questions Batch 1 Q1) Are there any specific fields or attachments required for different types of complaints? A1) Yes, once the complaint type is known, we want the ability to ask specific questions and would ask for specific documents. Q2) Should there be a workflow for reviewing and approving complaints before submission? A2) Yes, a user should be able to review the information they have provided before submitting. Q3) How will ongoing support be managed? A3) This procurement is for prototype development only. Q4) What repository/storage will be used for document upload? A4) Azure blob storage Q5) Can you provide more information on “professional representative digital interface prototypes”? A5) This is an end to end self-serve portal for professional representatives bringing complaints on behalf of consumers. We expect them to be able to securely log in, submit new complaints and view and manage their existing complaints. Q6) Is user registration functionality required in the Power Page? A6) Yes, for the professional representative self-serve portal prototype. Q7) The Professional Representative is not a Dynamics user'. Is this correct? A7) A professional representative is not currently a direct user of Dynamics. A pro rep organisation exists within our case management system as an organisation record, and indivudals at that organisation as contact records. This allows us to link the correct representative to a case. We expect the pro rep to interact with the data held in Dynamics through the new self-serve portal. Last Updated: <strong>2024-11-29T15:26:12.342122Z</strong> 8. Clarification Question Responses - Batch 2 Q1) The requirements document asks for both products to call on a set of microservices. Are these existing microservices or, are these to be developed as part of the products themselves to be used by other services? If they exist already, can you provide us with some technical details as to their implementation? A1) The supplier will not need to develop these microservices as part of this contract. The microservices are not yet built but will be built in time for the development of the prototypes. They will be integrated with the prototypes using an API. Q2) Are you open to a hybrid team that leverages offshore capability? A2) Yes, open to a hybrid team and can support some offshore capability Q3) Are there any APIs for utilising existing data into the Power page A3) We'll be utilising existing data from our case management system in Dynamics 365, and integrating with previously mentioned microservices via APIs. Q4) Could we receive more information around the functionality that the Power page will have? A4) ̶̶̶ • The dynamic complaint form will be allow consumers who come to us directly to submit their complaint online. The relevant records will be created in our case management system, giving the consumer a reference number from the case management system on submission. The form will include functionality we don't currently have such as address finder, save and return (including verification on return) and ability to integrate with other services. • The professional representative self serve capability will be end to end, allowing the users to register and create accounts (admin roles and managing their own identities), submit complaints for their customers, update personal and complaint details, manage their own identities (after account creation), upload and manage existing case documents, messaging and responding to information requests. Last Updated: <strong>2024-12-03T14:31:14.517839Z</strong> 9. Clarification Question Responses - Batch 3 Q1) Can you provide an expected number of users expected to use the app during peak hours? A1) We predict average daily number of users of the dynamic complaint form to be up to 800. We currently have a maximum of 800 professional representative organisations that could register for the self serve portal, with multiple users. Q2) Should the form integrate with other systems (e.g., CRM, email notifications)? A2) Yes, creating records and field population in our D365 case management system, email notifications, micro services (auto populator - data mining solution which populates fields on the online form and expectation manager - a tool which provides relevant timescales and outcomes on submission as certain data within the form is known). Q3) What data needs to be exchanged between the portal and these systems? A3) All data collected within both prototypes - the dynamic complaint form and professional representative self-serve capability - will be used in Dynamics 365. Data collected or amended within the prototype(s) needs added or updated in Dynamics 365. Q4) As per our understanding, there will be two Micro-services (Auto Populator, Expectation Manager). Are these two already built? A4) The supplier will not need to develop these microservices as part of this contract. The microservices are not yet built but will be built in time for the development of the prototypes. They will be integrated with the prototypes using an API. Q5) Are there specific regulatory requirements for authentication (e.g., GDPR, CCPA)? A5) We will need to comply with all relevant regulatory requirements. Q6) Can you provide any further information on how the existing case handling process works? A6) https://www.financial-ombudsman.org.uk/consumers/expect Last Updated: <strong>2024-12-03T14:35:04.207335Z</strong> 10. Clarification Question Responses - Batch 4 Q1) Two set of Users will be using the Power Pages: Complainants and Professional Representative. Are we right to assume that two web/security roles will be created? A1) • For the professional representative self-serve capability we would expect multiple security roles to be applied to accounts. • For the Dynamic complaint form, it would be submission only. Full number of security/web roles to be defined as part of the the design. Q2) Should the Complainant have access only to create the Case or should they be able to track their case progress as well? A2) • For the dynamic form a complainant will submit a complaint and a case will be created only. • For the professional representative self-serve capability, they will be able to submit new complaints and manage existing (track the progress, add new/view existing documents, view key milestones, respond to outcomes etc). Q3) Will the Professional Representative have access to all cases data related to the Complainant in the system? A3) We expect the professional representative digital interface, to surface case related data for complaints they have submitted to us. Q4) How many screens/forms are expected in the Power Page? A4) This should be defined as part of the prototype design. Q5) WCAG 2.1 is supported by power platform where requirement is mentioned to comply with WCAG 2.2. Please confirm if WCAG 2.1 is fine to go ahead with power platform based solution ? A5) Our expectation is that the prototypes will comply with WCAG2.2 AA standards, where possible. Q6) New Power Pages Portal integrated with existing Phoenix to automatically create Cases in Phoenix upon submission of Complaints by Customers and Professional Representatives in the portal, is this correct understanding ? A6) Where information is submitted or updated we would expect it to be created or updated in Dynamics 365. Last Updated: <strong>2024-12-03T14:39:04.241596Z</strong> 11. Clarification Question Responses - Batch 5 Q1) Authenticated access for Customer and Professional Representatives to register complaints in portal. Pls confirm this understanding. A1) • For the professional representative self serve capability, authenticated access will be required for registration/sign up. • For the dynamic complaint form, authentication is not required. However, the consumer's email address will need verified. Q2) Is self-service a requirement for Customer and Professional Representatives both ? A2) Not to the same level for both customer types. • For consumers (or customers) using the dynamic complaint form, there will be a self-serve element, in that they are submitting complaints themselves online. • For professional representatives it will be a full end to end self serve capability - submitting complaints and managing them digitally. Q3) Micro services will be in place by FOS for portal ? Please confirm. A3) We are expecting the prototype to call upon micro-services using APIs, but the micro-services will be built by us. Q4) New Power Pages Portal will be linked to the existing FOS website and hosted by FOS, pls confirm this understanding. A4) Not yet considered as this is for prototype development only. Q5) What is the middleware to be used? What are the integrating systems for Portal? A5) The core integration is Dynamics 365 via Dataverse. Micro services we have mentioned also to be integrated with this prototype using APIs. Last Updated: <strong>2024-12-03T14:42:13.081019Z</strong>