Dynamics System Replacement, Support and Maintenance

Description

Which phase the project is in Not started Existing team Two CRM specialists, supported by consultants. Address where the work will be done Remote / London Working arrangements LGA Head Office is in Westminster, London. Onsite workshops would be necessary at key points in the project e.g., analysis, roll out etc. However, this will be limited to remain cost efficient, therefore the selected provider must be comfortable conducting most of the implementation virtually. All travel will require prior approval. Online working hours must be between the hours of 8am - 5pm but with project work flexibility is required in order to support the evolving nature of digital project work. Provide more information about your security requirements: No security clearance needed Latest start date 2026-06-15 Enter the expected contract length: 2 years Extension period: 1 year Are you prepared to show your budget details?: No Confirm if you require a contracted out service or supply of resource Supply of resource: the off-payroll rules may apply Summary of work CRM Development The current CRM solution used by LGA, Dynamics 365, is to be transitioned to create a solution that streamline processes and workflows, automate tasks, and provide deep customer insights for business growth. Deliverables include: Configuration: Establishing the CRM system to hold necessary customer information Customization & Extension: Building unique features, workflows, and integrations Integration: Connecting the CRM with other business systems for seamless data flow Data Management: Handling data migration, insights, standardization, and ensuring data quality Automation: Developing scripts and processes to automate repetitive tasks Reporting: Creating custom reports and dashboards for business intelligence Testing & QA: Writing and running tests (functional, security, performance) to ensure quality before deployment. Support & Maintenance Support of current Dynamics implementation (to be replaced) is provided by a supplier, which will be replaced as part of this procurement. Deliverables required: Transition Plan: Working with incumbent supplier to develop and execute a transition plan Account Management & Reporting: Regular account management and reporting across usage, system use etc. Support Services: Supporting including logging and reviewing of support issues Development Services: Providing development services for new and existing features Environment Management: Management of separate Dynamics environment instances. Where the supplied staff will work London Where the supplied staff will work No specific location (for example they can work remotely) Why the work is being done LGA has an existing Dynamics implementation that is used in some areas of the business, the current instance of Dynamics has served the team well, however, it has been highly customised in both functionality and code, making the solution not scalable across other areas of the business. A decision was made to replace the current instance of Dynamics with a fresh vanilla version utilising mainly out of the box functionality, to support the needs of the business, enabling Dynamics to be successfully rolled out across all areas of LGA. The business problem you need to solve LGA's current Dynamics solution has a low take up across LGA with slow time to onboard new teams due to the complexities of the solution. The current solution is not scale able to support the teams required to use it due to the complex background to which it has been configured. This is also a mainly undocumented solution with limited back end knowledge. First user type: As an LGA team member I want the ability to store customer interactions, so that I do not need to store this information separately.