Business Systems Refresh Programme

Cartrefi Conwy is an independent not-for-profit Registered Social Landlord (RSL). We formed as result of the transfer of around 3,800 homes from Conwy County Borough Council in 2008. Since the transferred homes have been under our ownership and management we have invested heavily in their refurbishment to bring them up to the Welsh Housing Quality Standard. We will continue to maintain our homes to this high standard in the future. In 2015 Cartrefi Conwy established Creating Enterprise C.I.C. as a wholly owned subsidiary which operates as a social enterprise.” Find out more about us, including our recently published Together Corporate Plan and other background information by visiting https://cartreficonwy.org/ Following a strategic review of existing IT systems, it became clear that it will not be possible for us to achieve our strategic ambitions using the existing mix of systems, processes and information. The business systems refresh programme is underway and has full approval from the Executive and Board. Its objectives include: 1. Improved service offerings to residents, including digital / self-service, leading to increased satisfaction ratings 2. The solution / system will allow resource to be more focused on customer-facing activity and enhance the “one team” ethos 3. Data and processes to be standardised and automated to make it easier for staff to work, be proactive, productive and collaborate 4. Moving closer to OVOTT, and making data available, transparent and easier to access / use, creating a 360° view of customers and assets 5. Improved management of operational risk and compliance 6. Access to the necessary data to inform asset investment decision making 7. Appropriate use of spreadsheets 8. Availability of system capabilities and performance not dependent on location or access method 9. Enable workflows and reports to be built more easily, not necessarily by IT Our objective is to achieve live operation of at least the first tranche of new capability within 12 months from Contract signature. In addition, we have identified other objectives for the new HMS / PMS / AMS / FMS, and we wish to procure: 1. ‘Commercial off the Shelf’ product sets only requiring configuration or parameterisation, not customisation, to meet our needs. 2. Solutions with a single ‘look and feel’ to the User Interface across all system ‘modules’ 3. A system that is easy to use, requiring minimal ‘clicks’ or steps to navigate around or use the system. (Note that ease of use is a key negative with the current systems.) 4. A system with a modern underlying ‘technical architecture’, with in-built mobility (‘mobile first’ as a design principle), automation / workflows, and digital capabilities. 5. Superior integration capabilities to enable easy data sharing with other systems, and technically straightforward adoption of emerging and future technologies. 6. Integration with Microsoft’s Office365 suite of capabilities. 7. Capabilities that can enable us easily to build processes (workflows) to support other areas of our operation. Not achieving these objectives, or a sub-optimal version of them, represents downstream technical, commercial and operational risk to us. As such, these elements will be explored in detail at ITT stage and form a critical part of our evaluation of a Potential Supplier’s capability to meet these objectives. Our requirements are detailed in the ITT documents. Note that we will not accept responses from Potential Suppliers for part solutions, the scope of each Lot can be considered as a single ‘solution’. However, that does not preclude partnering with third-parties to deliver the overall solution. We want a long-term partnership with the successful provider(s), the Contract will be for a period of 10 years with the option to extend annually up to a further 5 years at Cartrefi’s sole discretion. The Contract values given in this Tender Notice reflect a 15-year term.