Provision of a Multi-Authority Employability, Case Management and Employer Relationship Management Solution

Tender description

Capital City Partnership (CCP) intends to undertake a procurement exercise for the provision, support, maintenance and ongoing development of a Customer Relationship Management (CRM) and Management Information System (MIS). Lot 1: Capital City Partnership (CCP) intends to undertake a procurement exercise for the provision, support, maintenance and ongoing development of a Customer Relationship Management (CRM) and Management Information System (MIS) covering - City of Edinburgh - East Lothian - Fife - Midlothian - Scottish Borders - West Lothian The platform supports service delivery across a wide range of organisations involved in employability, skills and related service delivery activities throughout the region. This Prior Information Notice is intended to provide advance notice of the procurement and to encourage engagement from suitably experienced suppliers. CCP currently operates an established regional CRM and Management Information System supporting service delivery across six Local Authority areas. The solution is used by approximately: - 1,000 users - 110 organisations - 115,000 client records - 2.5 million recorded activities and interventions - 14,500 employer records - 17,000 vacancy records The platform supports a range of operational and reporting requirements and provides a critical service supporting frontline delivery, partnership working and performance management. While the primary use of the system is employability and skills delivery, the platform is also used to support wider service delivery activities including Community Learning and Development, work experience and placement management, and public-facing provider directory functionality. CCP intends to procure a solution capable of supporting the current and future requirements of the partnership. The successful supplier will be expected to provide: - CRM and participant management functionality - Case management functionality - Referral management - Action planning and intervention recording - Outcome tracking and reporting - Employer engagement functionality - Vacancy management - Programme and project management functionality - Management information and reporting - Document management - Workflow and configuration tools - Hosting, support and maintenance services - Ongoing development and enhancement services - Service management and governance arrangements CCP is seeking a solution capable of supporting future growth, service development and innovation throughout the contract term of 8 years. The current solution operates in a multi-organisational environment supporting Local Authorities and a wide range of delivery partners. The platform currently supports: - Configurable forms and workflows - Multi-organisation access and permissions - Standard and customised reporting - Document management - Employer engagement and vacancy management - Data imports, exports and secure data exchange processes - Public-facing information directory functionality CCP currently operates a single core user model and is seeking a commercially sustainable and scalable approach to licensing and service provision. The successful supplier will be expected to work collaboratively with CCP throughout the contract term and support: - Continuous improvement - Product development - Service innovation - Additional reporting requirements - New business processes - Additional users and organisations - Future integration requirements - Additional service delivery models where required CCP is particularly interested in understanding how suppliers support long-term product development, customer engagement and technology innovation. CCP is seeking a transparent and scalable commercial model. The anticipated approach is based upon: - An annual service charge - Pricing predicated on active user volumes - Separation of implementation and transition costs from ongoing service costs - Transparent pricing for optional functionality and professional services