Customer Access Transformation Programme –Phase one digital platform

Sedgemoor District Council (SDC) launched a ‘digital first’ approach to Customer Access in October 2015 and is moving forward on a programme of Digital Transformation to:
• Improve the experience for our customers,
• Improve efficiency for the council,
• Collaborate with other agencies serving our communities, and
• Improve decision making on the use of SDC resources.
To underpin this transformation, SDC has defined a set of capabilities which can be used collectively to form a digital platform. The digital platform would:
• Allow each capability to be made available to the platform via an ‘API’ or common integration point.
• Enable each capability to be implemented once, and allow re-use as required
The work that SDC has done provides the vision of what the digital platform should be capable of. It is expected that as the platform progresses through its phased deployment SDC will be able to deliver outcomes, such as:
• Support mediated access to our services such as via phone, face-to-face, and visits’
• Provide self-service access to online services, via popular devices’
• Automate processes, reducing the need for human intervention where possible;
• Share common sets of key information, such as people, property, assets, across our services,
• Provide a suite of tools for managers to design and build innovative services,
• Re-invent many of our back-office systems within the generic case management features of the platform, reducing the need for integration,
• Identify common activities and tasks that can be defined within the platform and re-used across services,
• Share services, data and capacity with public sector partners and more widely,
• Prioritise processing to achieve targets and support corporate priorities, and
• Ensure that data handling expectations are always assessed and actioned.
SDC has a clear vision of what a digital platform should deliver for its customers and internal resources. Our intention is to embark on a journey, with an implementation partner, of technical and business change through a single joined up roadmap of phased procurements and deployments.

The first phase of the programme will implement a solution to replace the existing Customer Relationship Management (CRM) system (whilst acting as an enabler for the wider digital transformation programme), and this is the scope of this tender.

Tenderers should complete and return the attached NDA and then tender documents will be released