Customer/Case Management Digital Delivery Platform

<p>Please note this is a prior information notice and tender documentation is not available yet.</p>
<p><strong>Mid Devon District Council (MDDC)</strong></p>
<p><strong>Overview of CRM/Digital Platform Requirements</strong></p>
<p><strong>October 2020</strong></p>
<p>&nbsp;</p>
<p><strong>Customer Portal</strong></p>
<p>A cloud hosted solution* providing the transactional element of MDDCs website. The solution must provide the following:</p>
<ul>
<li>Allow customers to register a personal account</li>
<li>See account balances</li>
<li>Access services, report issues online</li>
<li>View documents associated with accounts or other designated information personal to them</li>
<li>See their transaction history</li>
<li>Carry MDDC branding</li>
<li>Allow for staff to onboard customers for registration</li>
</ul>
<p>*Datacentres should be mainland UK if possible.</p>
<p>&nbsp;</p>
<p><strong>Authentication</strong></p>
<p>Authentication of customer accounts should allow for registration/subscription to different services with different levels of authentication. For example reporting an abandoned vehicle would require a different level of access/authentication to that requiring access to Benefits or Housing Rents information.</p>
<p>The authentication will need to ask customer questions based on information that would be validated against data we already hold in third party systems; the level and complexity of which would be dependant upon the service.</p>
<p>The authentication should work across MDDC&rsquo;s portals and websites.</p>
<p>&nbsp;</p>
<p><strong>Website</strong></p>
<p>The website should be the vehicle for providing service information and directing customers/staff to the relevant transactional forms.</p>
<p>MDDC currently uses Umbraco content management for the majority of websites.</p>
<p>&nbsp;</p>
<p><strong>Forms</strong></p>
<p>The online forms package should be available for both customers and staff to use to interact with council services. This is to provide for assisted completion on behalf of a customer and for services (as internal customers and service providers) to access and deal with customer requests.</p>
<p>The forms platform should include:</p>
<ul>
<li>Ability to save partially completed forms to customer accounts</li>
<li>Allow for co-browsing</li>
<li>Calls to web services/SQL server calls</li>
<li>Validation &ndash; via regular expressions and data types</li>
<li>Allow for different versions of the same forms for customers and staff usage</li>
<li>Include a full range of form controls, including address controls, maps, calendaring etc.</li>
<li>Allow for integration to a third party payment solution</li>
</ul>
<p>The forms solution must allow for the addition of complex workflows that are easily configurable by services and not reliant on technical/programming resources from ICT. The solution should be low code with a user interface that allows for general business logic to be applied with an intuitive user interface.</p>
<p>&nbsp;</p>
<p><strong>The CRM</strong></p>
<p>The intention is for the CRM to be the central hub of customer contact for the authority, irrespective of contact method. It should store details about the customers themselves, including names, addresses, contact numbers, service subscriptions e.g. Garden Waste collections and any other details determined by MDDC.</p>
<p>The system will be expected to store cross references to third party systems and if necessary retrieve/store basic data relating to other services. As the requirement is for a 360 degree view of the customer, the expectation is that all customer transactions have the ability to be added to the CRM automatically via integration. Similarly, the expectation is that transactional case data can be taken from the CRM to update back office systems.</p>
<p>The ability to report and maintain customer information to prevent duplication of accounts is also required. GDPR requirements around data management are required as standard.</p>
<p>&nbsp;</p>
<p><strong>Back Office/Mobile Working</strong></p>
<p>The platform needs to provide a forms solution that can be utilised by services to move cases or customer requests between the &lsquo;front line&rsquo; and &lsquo;back office&rsquo;.&nbsp;&nbsp; The life cycle of the call must be traceable across the departments of the authority as the case or service request is dealt with.</p>
<p>There is also a requirement that the CRM/Forms solution is mobilised. The solution therefore needs to:</p>
<ul>
<li>Be device agnostic</li>
<li>Allow officers to retrieve cases and update/complete on mobile devices</li>
<li>Contain mapping info within the case for those cases with a geographical component</li>
<li>Allow for download of cases to device to ensure continued offline working in communications blackspots within the district.</li>
</ul>
<p>&nbsp;</p>
<p><strong>Integration and other Portals</strong></p>
<p>The prevent data entry duplication, integration with third party systems must be achievable via APIs or web services provided by third party systems. The solution therefore needs to be flexible and configurable and not accrue charges over and above those required by vendors of current business applications.</p>
<p>In some cases customer portals already exists at MDDC. For example the Revenues and Benefits customer portal. The CRM/Digital platform will need to allow for single sign-on to this or other portals already in existence to provide a seamless customer experience.</p>
<p>&nbsp;</p>
<p><strong>Management Information</strong></p>
<p>With the provision of data in one place, the opportunities for analysis of customer behaviours, service uptake and failures is considerable. The solution should provide basic reporting/dashboard function at the least. MDDC should also have the ability to extract date for warehousing on an automatic basis to ensure MDDC&rsquo;s ability to drill down into the data at the most detailed level.</p>
<p>&nbsp;</p>
<p><strong>Computer Telephony Integration (CTI)</strong></p>
<p>The ability to prepopulate customer details when we hold a telephone number for the customer allows for efficient and timely assisted service. MDDC are currently reviewing their telephony provision. The solution will need to allow for CTI irrespective of an on premise/cloud telephony solution at some point in the future or as part of implementation.</p>
<p>&nbsp;</p>