Business Systems Review

Description

Summary of the work Hafod require a supplier with knowledge of the Housing sector to review it's current and future needs to identify market leader systems to implement best practice. Expected Contract Length 4 months, with an optional extension, at Hafod’s sole discretion, of up to 1 month Latest start date Thursday 1 September 2022 Budget Range Up to £25,000 (ex VAT) Why the Work is Being Done Hafod's legacy key business systems may no longer be fit for purpose. Understanding the organisation's current and future needs to identify systems market leaders will help Hafod understand what systems can help improve efficiency, reduce waste and reduce cost. Hafod need a clear understanding of informed and justified decisions for business system changes, purchases and/or consolidations needed to help the organisation run more effectively and follow best practice. Problem to Be Solved Many colleagues within Hafod express frustration and dissatisfaction with the organisation's key system - QLx. It is difficult to use and to extract information from, leading to inefficiency and 'make-do' solutions. The system no longer matches needs of colleagues due to changing processes and circumstances, and this needs to be addressed by updating, changing or consolidating systems. Who Are the Users As a frontline housing officer/customer services agent, I need to be able to access and log customer information quickly and easily, while being able to link to other parts of the system (e.g. to raise repair orders or case-manage antisocial behaviour). I also need to be able to easily access rent and income information and calculate payments and adjustments. As a office/finance officer, I need to be able to manage and extract complex financial information, from tenant payments to inovices and business transactions, and report on them efficiently. As a manager, I need to be able to access overviews of customers including demographics, financial information and satisfaction levels. Existing Team The existing team consists of a Digital Improvement Officer, Information Systems Officer, Digital Developer and Programme Manager Current Phase Not applicable Skills & Experience • At least 3 years experience in business system reviews (9 points) • Demonstrable experience in working within the Housing Sector - please provide case studies (8 points) • A robust and documented process for conduction business system reviews (5 points) Nice to Haves Experience with reviewing Housing Management systems or similar (6 points) Work Location Hafod, St Hilary Court, Copthorne Way, Cardiff, CF5 6ES Working Arrangments The supplier will be able to work remotely during the course of the project, ideally via Microsoft Teams. The project team keep general office hours between 08:00 and 17:00, but some flexibility may be required when reviewing with other teams across the organisation. Additional T&Cs All vendors are obliged to provide sufficient guarantees to implement appropriate technical and organisational measures so that the processing meets the requirements of GDPR and ensures the protection of the rights of data subjects. For further information please see the Information Commissioner's Office website https://ico.org.uk/for-organisations/data-protection-reform/overview-of-the-gdpr/ No. of Suppliers to Evaluate 3 Proposal Criteria Describe your approach and methodology to conducting a systems review that will help meet the organisational goal. Please advise estimated timeframes for your steps taken (22 points) Cultural Fit Criteria • Can work with clients with low technical/digital experience (3 points) • Patience and understanding with a wide variety of stakeholders (3 points) • Work as a team with our organisation and other suppliers (2 points) • Have an organisational commitment to decarbonisation (1 point) • Have an organisational commitment to EDI (1 point) Payment Approach Fixed price Assessment Method • Case study • Work history • Reference • Presentation Evaluation Weighting Technical competence 50% Cultural fit 10% Price 40% Questions from Suppliers 1. You ask for case studies showing housing experience. The CCS guidelines advise that only one example be provided. Are you happy with one, or are you looking for multiple case studies? Please confirm how this will affect your scoring. Good Morning, we require a minimum of one relevant case study to be provided however, where bidders have multiple relevant case study examples we would welcome the opportunity to learn of these – we would recommend a submission of no more than 3 case studies per bidder. Submitting more than one case study is not a prerequisite of the selection process, and therefore will not affect bidders ability to score full points against this section. We are looking for relevance of experience in relation to our service provision rather than quantity of previous contract undertaken 2. What is your expected output from this engagement? Are you looking for a report with process recommendations, solution recommendations, or both? Or something else? Yes, we are looking for a report with recommendations to identify solution options and best practices within our sector. 3. Can you confirm the scope of the review? Is it the full spread of activities currently managed by Aareon software, or a specific set of activities? We are not expecting a full in depth review of our current systems, but rather an understanding of the needs of the business and then what product(s) in the market place or what solution could fit our needs. This could be maybe one, or couple of systems linked (eg. CRM > Finance system). 4. How much time from those listed under ‘existing team’ is available for the project – are you looking to augment the skills and time of those individuals, hence the budget, or is limited internal time dedicated to this work? Limited time dedicated internally but support will be provided for the preferred supplier by colleagues to understand our business needs. 5. Please can we ask what other key business systems are within scope of the Business Systems Review in addition to QLx? Can a list be provided? Even though the review documentation has focused in on our Housing/Finance system, the review shouldn’t be isolated to this. We want the review to understand the needs of the business and what solution(s) are available to support our needs. We can’t supply a list here as the review should be focussed on the needs of the business and not a review of every business system solution in the organisation. 6. Can you please confirm that the three essential skills and experience questions (9 points, 8 points & 5 points) and the nice-to-have skills and experience question (6 points) are each restricted to 100 word answers? These questions are limited to 100 words per criteria except for Case Studies. e.g ‘Demonstrable experience in working within the Housing Sector’ maximum 100 words, please provide case studies (8%) - maximum 500 words per case study (1-3 case studies), please attached documents as necessary. Further detail on case studies/reference site maybe requested for those shortlisted suppliers. 7. Can you please confirm that only responses to the first 4 questions (100 word limit each) have to be submitted by the deadline of the 4th August? Are the remaining questions only to be completed by the shortlisted suppliers? What is the deadline for the remaining questions? The deadline for all questions is 4th August. 8. N/A We would like to apologise for any confusion regarding the submission format required against our BSR contract opportunity. Before publishing we were not aware that G Cloud would restrict responses to 100 word against our “essential skills and experience” / “nice-to-have skills and experience”, questions and now realise this does not leave enough words to submit case studies. Please complete one example per question to the best of your ability within the word limitations and we will proceed to gain case studies from those shortlisted. We will also only be requesting “Proposal Criteria” and “Cultural Fit” information from those shortlisted