Procurement details: RM1043.8-1-SANCTUARY HOUSING ASSOCIATION-Project_68463-CX_Phase 1_2024

• 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.

• 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.

• 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

• Contract length:

  2 years 0 months 0 days

• Optional extension:

  1 years 0 months 0 days

• 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.

• 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

• How many suppliers to evaluate:

  3

• Technical Competence:

  50%

• Cultural fit:

  10%

• Social values:

  10%

• Price:

  30%

• Essential skills and experience:

  40%

• Nice-to-have skills and experience:

  10%

• Technical questions:

  50%

• Description:

  Describe your experience of leading a design, development and implementation programme similar to that described in the summary of work and the enclosed high level requirement document. In particular how you were able to provide an initially holistic/ technology agnostic approach to design and advise the client on the best mix of technologies for their needs. If it helps to illustrate your response you may include a diagram outlining a concept design describing potential solutions / technology components that in your experience could fit Sanctuary's needs and current architecture as described in the enclosed documents.

• Weighting:

  14%

• Description:

  Describe your experience delivering multiple Salesforce applications for at least 3 clients over at least 10 years in a complex business environment including: - Marketing Cloud, Sales Cloud and Service Cloud delivery using Nonprofit Cloud features - Implementation of in a multi-channel contact centre - 3000+ seat implementations including office-based, remote and in-the-field users - Multiple distinct business units / service lines (at least 5 per client)

• Weighting:

  14%

• Description:

  Describe your experience delivering Microsoft Dynamics 365 CRM solutions for at least 3 clients over at least 10 years in a complex business environment.

• Weighting:

  6%

• Description:

  Describe your experience delivering SAP Service Cloud solutions for at least 3 clients over at least 10 years in a complex business environment

• Weighting:

  6%

• Description:

  Integration: Please outline all the integration points that will need to be included in the scope of the programme. In particular, describe your experience delivering customer self-service portals / apps with CRM integration utilising Drupal CMS.

• Weighting:

  12%

• Description:

  Describe your experience enforcing compliance with data protection and security standards including GDPR, ISO 27001, OWASP, PCI and the National Cyber Security Centre (NCSC) standard principles.

• Weighting:

  8%

• Description:

  Experience: Demonstrate your experience working in multidisciplinary and multi-organization teams using project methodologies in a product-centric delivery over the past 5 years, ensuring software was delivered on time, within budget, and met the needs of end-users. . Agile Delivery: Describe how you have operated in sprints and aligned development activities with parallel workstreams while maintaining coding standards. Standards: Explain your approach to maintaining standards while delivering at pace, including robust and visible quality assurance. Testing and Training Support: Demonstrate proven experience in supporting UAT and business training, even though the client will be responsible for executing these phases.

• Weighting:

  10%

• Description:

  Team Structure: Detail the composition of teams in terms of role types, numbers of roles, and skills (reference a proforma for completion) including management to delivery ratios and far/near/on shore options

• Weighting:

  10%

• Description:

  Case Study: Provide a CRM and self serve portal case study with examples of using different methodologies, processes, and product delivery model tools (e.g., JIRA, Confluence, Azure DevOps).

• Weighting:

  8%

• Description:

  Transition - Demonstrable experience of transition into service including transferring technical system knowledge to a client. The response should include but not be limited to the high level activities, how they were undertaken and what was transferred e.g. customisations, flows, automations, design documents. Explain how you will support the transition to a product delivery model and provide ongoing support to product teams.

• Weighting:

  7%

• Description:

  Salesforce Partner Programme Gold certification

• Weighting:

  5%

• Description:

  Provide evidence that you have delivered successful programmes of this nature for organisations in a relevant regulated environment

• Weighting:

  55%

• Description:

  Provide evidence that you have experience of using the multi-platform app development framework, Flutter

• Weighting:

  15%

• Description:

  Provide evidence of SAP PartnerEdge Gold partner status.

• Weighting:

  15%

• Description:

  Provide evidence of Microsoft Solution Partner in Business Applications status

• Weighting:

  15%

• Question:

  Taking our outline target architecture as an initial guide, provide a summary of the solution architecture you would propose including the following: - CRM sales and service - Self-service access for customers - Customer Identity Management - Omni-channel contact management (CTI, email, webchat, instant messaging) - Middleware or other solutions for integration - SAP ECC integration specifically - ETL to data warehouse Consider choice of software/tools, no-code/low-code/full-code options, integration patterns, limitations and cost-effectiveness. Please identify additional software licencing that you believe we will require, and how best we optimise overall licence consumption over time. Describe how your proposed solution will support a selection of 10 level 3 business capabilities (drawn from at least 5 level 2 capabilities) (as identified by us as in scope of the CX programme). Please also provide a view on the number and management of environments both during project delivery and in-service operation. Include in this a view point on the provision of dedicated training environments. For avoidance of doubt the 750 character limit does not apply to responses to this question

• Weighting:

  25%

• Question:

  Describe your approach to design, including - requirements engineering - customer journeys and user experience - for both internal and external users. What principles, techniques and measures do you apply to ensure an optimum user experience - ensuring the effective accessibility of systems for customer and internal users of systems with additional needs. Consider industry standards applied to a broad range of physical and learning disabilities. - data architecture and modelling, especially modelling a complex range of customer entities including B2C, B2C households and B2B/agencies, - reporting and analytics, including native CRM reporting tools, ETL and data warehousing, website data layers and customer survey data. For avoidance of doubt the 750 character limit does not apply to responses to this question

• Weighting:

  15%

• Question:

  Describe your approach to delivery and service transition, including: - development, testing and release management. Please ensure you provide summaries of the processes and variety of tools you use, the types of resources engaged and how you work alongside client stakeholders. - data migration. Consider potential toolsets, application safeguards, rollback procedures and sourcing data from multiple systems. - change management. Consider how you define a baseline against which change is defined, how change is assessed/justified and how it is agreed. - service transition to continuous improvement / continuous development (product management style) operating model. Consider product iteration management / delivery approach, tools, release frequency, release safeguards and feature switching. - documentation - what delivery artefacts will be produced during the course of the programme implementation? How will these help Sanctuary to be successful during delivery and post go live? - how will you support effective business change, even if you are not required to directly manage change and adoption efforts? What inputs and guidance would you offer. What techniques would you recommend if you were managing business change? For avoidance of doubt the 750 character limit does not apply to responses to this question

• Weighting:

  25%

• Question:

  Provide a description of the team that you would mobilise for this project including for example - sector, industry, professional competency, process and systems experience - duration of experience, exposure to software/tools and accreditation. Please describe how you will onboard your team to ensure they are effective as early as possible post mobilisation. Please also state where you may rely on sub-contracted resource and consider how you assure sub-contractors comply with similar standards For avoidance of doubt the 750 character limit does not apply to responses to this question

• Weighting:

  20%

• Question:

  Provide a proposed L3 plan on a page for the elements of delivery up to a production launch over a 6-9 month period. Assume that a discovery phase has already concluded at the start of that period. Ensure that you have identified the key stages of delivery and defined the time you would expect each to take. For development and test, please include the number and frequency of any delivery iterations required. Please also include any breakdown of workstreams based on your understanding of the scope of the CX programme and provide an outline WBS. For avoidance of doubt the 750 character limit does not apply to responses to this question

• Weighting:

  15%

• Question:

  How do you ensure inclusive working and knowledge sharing with the Sanctuary team? For avoidance of doubt the 750 character limit does not apply to responses to this question.

• Weighting:

  25%

• Question:

  How would you inform Sanctuary of, and manage, any mistakes that have been made or challenges that need to be resolved? For avoidance of doubt the 750 character limit does not apply to responses to this question.

• Weighting:

  25%

• Question:

  Proven experience in last 3-years of an open/collaborative working relationship at all levels with excellent communication and co-ordination skills when conducting daily stand-ups, team meetings, presentation and demonstrations? For avoidance of doubt the 750 character limit does not apply to responses to this question

• Weighting:

  25%

• Question:

  Suppliers must demonstrate an ability and willingness to work collaboratively, and communicate effectively with all users and technical architects within a multi-vendor delivery environment? For avoidance of doubt the 750 character limit does not apply to responses to this question

• Weighting:

  25%

• Question:

  What action do you take to support health and wellbeing, including physical and mental health? For avoidance of doubt the 750 character limit does not apply to responses to this question.

• Weighting:

  15%

• Question:

  How do you ensure diversity in your team? For avoidance of doubt the 750 character limit does not apply to responses to this question.

• Weighting:

  15%

• Question:

  How do you support local communities? For avoidance of doubt the 750 character limit does not apply to responses to this question.

• Weighting:

  15%

• Question:

  What is your target date, and plans to become, a net-zero company? For avoidance of doubt the 750 character limit does not apply to responses to this question.

• Weighting:

  15%

• Question:

  Please indicate what level of concession you have included in your proposal to reflect your investment in our not for profit social purpose. For avoidance of doubt the 750 character limit does not apply to responses to this question.

• Weighting:

  40%

• Pricing model:

  Capped time and materials

• Additional assessment methods:

  Presentation

  Reference

  Interview

  Case study

  Work history

• Question and answer session details:

  All clarification questions must be submitted to group.procurement@sanctuary.co.uk stating "CX_Phase 1_2024" in the subject line within the published timescales. Any questions submitted post this date may not be responded to unless they are deemed critical to all suppliers' responses in which event the question and response will be emailed to all interested parties. Any emails that do not have the subject line populated with "CX_Phase 1_2024" may not be logged and routed to be answered. The resources that will be involved in the delivery of the project must participate in these activities; this includes the middle management tier not just the senior engagement leads. Presentations are expected to be onsite at Sanctuary's Head Office in Worcester.

• Level:

  Not met

• Score:

  0

• Description:

  The response does not meet any of the requirements or no response has been provided. An unacceptable and / or non-compliant response with serious reservations, demonstrating no understanding of the requirement.

• Level:

  Partially met

• Score:

  1

• Description:

  The response has met some, but not all elements of the requirement, which poses risk that the proposal will not meet the deliverables required. The response does not demonstrate a full understanding of the requirement posing major concerns.

• Level:

  Met

• Score:

  2

• Description:

  The response is acceptable and meets all the basic requirements. However, the response is not sufficiently detailed to minimise risk and / or the proposed approach may require additional support (in addition to that outlined in the Statement of Requirements) from the Contracting Authority to meet its deliverables.

• Level:

  Exceeded

• Score:

  3

• Description:

  The response exceeds requirements, providing detail that minimises risks to delivery. The response is comprehensive and unambiguous, demonstrating a thorough understanding of the requirements and providing details of how the requirement will be met in full without additional support from the Contracting Authority, other than that outlined within the Statement of Requirements.

• Publication of stage 1:

  05/08/2024

• Clarification period closes:

  12/08/2024 17:00

• Deadline for suppliers to submit their stage 1 responses:

  23/08/2024 17:00

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

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