The Provision of a CRM and MDM Solution

The Provision of a CRM and MDM Solution

The Buckinghamshire Council seeks tenders from suitably qualified and experienced organisations for the provision of a corporate, modern Customer Relationship Platform (CRM) that supports the Council's vision of a "Customer First" culture. Our vision is to give residents more free time by making everything they do with the Council faster and easier. We need modern tools to achieve this, harnessing the power of Master Data Management (MDM) to enable a 'single view of the customer' and integrate with existing Line of Business systems. This cloud hosted system will provide rich, unfettered data to help promote the seamless digital journey from the Buckinghamshire Council website.

The solution will include (but not be limited to) the following: hosting, licensing, maintenance, upgrades, reporting, consultancy, customisation, configuration, database administration, data cleansing, data migration, Implementation, initial training, ongoing support.

We are seeking a collaborative supplier to support our talented Council officers to get the best use and value from the platform assets.

The CRM platform needs to be effective and configurable, fulfilling our high-level requirements of interactive web forms, a customer account, and an integration engine to fulfil integration into our back-office systems. The platform will enable analysis of customer needs so we can shape our services accordingly as we achieve a better understanding of how customers interact across all services. A CRM platform combined with MDM technology will enable residents to track service requests, receive updates electronically, so we can deliver personalised, targeted services and communication to strengthen relationships with our communities.

Our vision is for a platform that touches all service areas, with an emphasis on providing integrations for the more transactional services. We intend to do this through a four-phase programme, as described in the requirements.

The platform will enable future integration and interaction around online booking, payments, live chat, social listening, artificial intelligence, data management, Single Sign On, and several other capabilities. It is important we see no degradation to our existing services, particularly Household Waste with established integrations. This also includes a single sign on into some of our applications, including (but not limited to) our Revenues and Benefits application and our library services application.

The successful supplier will have a track record of delivery of this type of platform and must be able to demonstrate that their platform is currently operational.

The programme to implement this new instance of a CRM platform with MDM capability has five phases, which are as follows:

Phase 0: the build of the core components of the platform - the CRM, case management, interactive web forms, the customer account, the integration engine, and the MDM capabilities.

Additional information: The Contract value covers the 60 months initial term and the option to extend for a further 60 months