Provision of Housing Management System with Customer Relationship Management

Description

The scope of this tender is to review proposals for the Provision and implementation of a Housing Management System with Customer Relationship Management. Lot 1: Hafod are seeking an intuitive Housing Management System, with Customer Relationship Management System, to better support our housing and tenancy management. We are taking a ‘customer first’ approach, in line with Hafod’s organisational strategy, to allow us to adapt to meet the needs of our Care, Support and Housing services better than before and to ensure we are compliant in providing safe assets and safe housing for our customers. We need to ensure that any transactions or enquiries made from our customers are recorded, through good CRM methods. We are seeking to move to a streamlined systems landscape, where we rely less on point solutions and multiple integrations between various systems, which prove to be cumbersome for colleagues. Hafod has adopted a cloud first approach to our technology platforms and, as such, are seeking a Software as a Service (SaaS) system as part of our tender. This approach is clearly outlined in our Digital Strategy. The key deliverables for this project are: -Ensuring our services and systems are aligned to our customer needs and preferences -Driving service and customer-based process and delivery efficiencies through the use of technology -An integrated, modern HMS to manage our tenancies, assets, repairs and planned works. -A system that captures data for our new builds at the beginning of the lifecycle to inform colleagues across the organisation. -A consolidated system landscape that has the ability to be flexible in changes to the organisation or provision of our services. -Shift to a SaaS solution, per our Digital Strategy -Improved access to documents from centralised storage -Improvement in data reporting and the ability to capture more qualitative data. -Better capture, recording, quality and monitoring of our customer and asset data. -Aligning customer information from across the organisation in one place, creating a clear customer journey for our colleagues -Increased opportunities for our customers to self-serve -Seamless/improved integration with our new Finance System and other systems currently in use or introduced in the future.