Project Title / Business Management System
Company name / Hudson Hill Ltd
Issue of Specification / 6th July 2017
Reference Code / GH5969

REQUEST FOR QUOTATION -SPECIFICATION

Email for Return of Completed Responses /
Deadline for Responses / 5pm on the 29th June 2017

Any questions about the procurement should be submitted by e-mail to the email address indicated at the front of this document.

bACKGROUND TO CHESHIRE & wARRINGTON gRANT PROGRAMME

The project outlined in this Request for Quotation will be part funded by the Cheshire & Warrington Growth Hub Grant Programme.

The Cheshire and Warrington Growth Hub team supports businesses with a particular focus on the UK’s dynamic small and medium-sized enterprises (SMEs). The grant programme is designed to support businesses in identifying and achieving their growth potential through the provision of a 40% contribution towards the cost of projects across a wide spectrum of business disciplines.

The specification below relates to a project which may be part funded by the Cheshire & Warrington Growth and the European Regional Development fund. However, this will have no impact on the contractual relationship between the business letting this contract and the successful supplier.

Please note, response to this submission is at the sole cost of the supplier and is not an offer of employment.

Further information can be found at http://candwgrowthhub.co.uk/grants

PLEASE NOTE: ALL CORESPONDENCE REGARDING THIS PROCUREMENT SHOULD BE DIRECTED TOWARDS THE CONTRACTING BUSINESS.

Background TO oRGANISATION & requirements of the brief

Company Background & Project Outline
Hudson Hill is an IT consultancy, offering a range of IT services and support to organisations across the UK. The team has 25 years of experience of solving IT and communications issues for small, medium and corporate level businesses.
Experience and qualifications include:
•  Microsoft Certified Partner
•  Microsoft Certified Professional & Systems Engineer
•  Prince2
•  Clients in sectors including Energy Trading, Telecoms, Insurance, Manufacturing and Pharmaceutical.
We have adopted a recognized system for case management, based on previous external recommendation. This system, Cherwell, does not work well in this environment and is a significant driver of cost and complexity in current business processes. Rather than building appropriate and streamlined process and having the system manage this, we have effectively created processes that work to the structures dictated by the current software deployment. The system is not flexible enough for the needs of the business and both resource and client management capability is currently limited. To add to this, the system is expensive and not all members of staff have licences.
ITIL, the industry standard model for client management, is difficult for us to achieve as a result of the above. The system issues identified mean that there is limited opportunity to properly manage the team; management is reactive rather than pro-active so issues such as capacity management, an inability to effectively track both internal and client assets are a constant bugbear and are driving the cost base of the business. Adding to this, Cherwell does not integrate with other systems Sage for finance, CRM system, PO system) leading to lots of overlap, increased administration cost and complexity. This isn’t helping with the culture/management issues above (see HR & Employment).
To achieve our growth plans, we need to ensure that we can deliver outstanding customer service cost-effectively. This requires better systems and processes that will support the company’s growth and enable us to scale service delivery, increase perceived quality of service, provide better insight into customer behaviour and technical challenges, support knowledge sharing and effective capture of expertise. We need to ensure that our processes and systems for service delivery are fit for purpose and take advantage of the best technology to enable streamlined service delivery that will enable us to scale cost-effectively.
REQUIREMENTS OF THE BRIEF:
The services and outcomes required of the contract comprise the following:
We are looking to work with an external provider to build a Microsoft Dynamics based systems that will build from an industry standard platform and integrate service management, CRM, finance and other systems. There will be a need to do significant planning, and data management/transfer will be a big issue in making this transformation but moving to a new platform will open up capacity and allow management greater visibility and flexibility in deployment of resources. Post implementation of a new system, we will look to implement quality systems to underpin the newly developed/deployed business processes (ISO9001, ISO27001).
The project will be in four key phases:
1.  Service strategy: developing an overview of all current business systems and processes & building a service plan against which the rest of the project will be measured
2.  Service design: detailed assessment of all business processes, including the development of business process maps and the detailed design of an appropriate system based on the business processes identified
3.  Service transition: managing the implementation of the new system, including deployment of new software systems, change management (shifting from the old system to the new), recording and monitoring activity
4.  Service operation: embedding the new system, ensuring seamless operation across the business
The entire process of service delivery needs to be reviewed and enhanced to better support rapid scaling of the business while maintaining and enhancing customer satisfaction. A key requirement will be to review and assess existing systems and processes for:
·  Issue capture
Design Issue capture dialogues/forms to enable the most efficient capture of required data while structuring this to also support the easy production of insightful management, operations and customer reports
·  Issue handling including routing and escalation
A key requirement for Hudson Hill is that its processes for issue handling and resolution provide a good customer experience and that is done efficiently to maximise the throughput capacity for the team
·  Reporting - both to customers and Management Information
Reporting requirements will need to provide insight for the Directors and Managers of the company so they can identify trends and operational issues. In addition, a key component in delivering customer satisfaction and driving repeat business is that customer reports can be produce that demonstration the vale & efficiency of the services delivered.
·  Measurement of Customer Satisfaction
In the medium term HHCL intends to implement systems to automatically follow up with customers and deliver customer satisfaction surveys. It is not a requirement of this initial phase that such a system be implemented, but the overall solution must be designed to accommodate such functionality in future.
·  Knowledge Management Solutions – essential for both effective customer service and to minimise staff on-boarding costs
HHCL delivers a skills & knowledge based service. The IT environment that it operates in is also subject to constant change and covers an exceptionally wide range of IT systems. For these reasons effective systems to capture and share knowledge (both within the company and (where appropriate) with customers is essential for future growth.
·  Implement Microsoft Dynamics 365 for Service
HHCL currently operates a legacy version of Dynamics CRM that is no longer able to meet the business’ operational and management requirements. The company plans to move from its legacy on-premise version of CRM to a new online subscription for Dynamics 365. This will require a full scoping exercise to determine requirements, customise the system to meet those requirements, migrate data and provide user training. The new system should also be designed to operate across all supported platforms including PC, Mac, Tablets and Phones.
·  KPIs - Work with the CEO to identify KPIs and design the system solution to deliver these
The selected partner will need to consult with the HHCL CEO and other key staff to determine the most informative and useful KPIs and then design technical solutions to deliver these via Dynamics 365 and (if required) Power BI
We want to emphasise that the scope of the project is not simply to replace existing systems with something newer. It has a far more strategic requirement to ensure that the systems are architected and deployed in a way that will support effective service deliver and further empower the growth of the company. Existing systems which will need to be reviewed are:
·  Microsoft CRM (legacy version)
·  Cherwell Service Management
·  Sage Financials
In addition to this there is a need to review requirements and options for Marketing Field-Service delivery and time-recording.
The key deliverables for the project are as follows:
·  New CRM solution deployed with data migrated into it and architected to meet the business requirement
·  A comprehensive and effective knowledge management solution
·  Solutions that support mobile and off-site working
·  Recommendations on future solutions for Marketing, Field Service and Time-Recording
·  Clear and documented business processes supported by technology solutions
This project will require the services of a specialist IT consultant with project management experience and particular knowledge of large scale Microsoft Dynamics implementation in a similar service environment.
The project is anticipated to be a 3 month project starting in July 2017 with a budget project cost of £30,000.

2 | Page


SUpplier REsponse Section

Information Only

Company Name
Contact Name
Contact Telephone Number
E-mail address:
Web Address
Please attach Curriculum Vitae or Organisational Background for information only

Scored Response – Quality

This is a minimum threshold Question – See Evaluation Criteria in Appendix I
How would you meet the needs of the tender as described in the section titled ‘Requirements of the Brief’. Include also project days required and key milestones and dates for completion. (Max 1,500 words). Available Marks: 10

Scored Response – Price

Please provide pricing details for the services outlined in the specification above. Scoring is based on TOTAL COST. Available Marks: 5
Total Cost / £

Please note:

·  All prices quoted shall be exclusive of Value Added Tax (VAT).

·  All prices quoted shall be fixed and firm and shall apply for the full duration of the contract.

·  Following that period, any requests for price changes must be accompanied by a written summary and supported by evidence to justify the proposed price change.

·  No quantity or continuity of work is guaranteed to successful suppliers and this should be taken into account when completing the Pricing Schedule.

·  Any daily rate indicated in the Schedule of Rates is for an 8 hour working day, during a normal working week (Monday to Friday). A half day is therefore considered as 4hrs.

·  All costs are deemed to include expenses and any other on-cost.

Appendix I

Instructions for Completion

Completed questionnaires should be submitted in electronic format and emailed to the email address given at the front of this document by the due date as outlined in Deadline for Response in the Timescales section.

Any application received after the Deadline for Response shall not be opened or considered. We may, however, in our own absolute discretion extend the Deadline and in such circumstances we will notify all applicants of any change.

You should answer all questions as accurately and concisely as possible.

Where a question is not relevant to your organisation, please state N/A (not applicable) and include a brief explanation if required. Questions must be answered in English and submitted either in Microsoft Word readable format or Adobe Acrobat PDF.

Responses will be evaluated in accordance with the criteria set out in Appendix 1. In the event that none of the responses are deemed satisfactory, we reserve the right to consider alternative procurement options.

Failure to provide the required information, make a satisfactory response to any question, or supply documentation referred to in responses, within the specified timescale, may mean that you will be excluded from further participation in the procurement.

No Contract

No information contained in this specification or in any communication made between ourselves and any supplier in connection with this specification shall be relied upon as constituting a contract, agreement or representation that any contract shall be offered in accordance with this specification. We reserve the right, subject to the appropriate procurement regulations, to change without notice the basis of, or the procedures for, the competitive tendering process. We reserve the right to terminate the process at any time. Under no circumstances shall ourselves incur any liability in respect of this specification or any supporting documentation.

Supplier Selection

The overall evaluation process will be conducted in a fair and equitable manner, so that we are able to consider the value for money of each proposal. This means that we may seek clarification of an application from any and all applicants; different clarification/information may be sought from different applicants.

Once we have reached a decision in respect of an award, we will notify all applicants of our decision. As this is below the OJEU financial threshold for light touch regime procurements, we do not intend to provide for a standstill period before entering into the contract.

Any attempt by applicants to influence the contract award process in any way may result in the applicant being disqualified. Specifically, applicants shall not directly or indirectly at any time:

·  Devise or amend the content of their application in accordance with any agreement or arrangement with any other person (other than in good faith with a person who is a proposed partner, supplier, consortium member or provider of finance.)

·  Enter into any agreement or arrangement with any other person as to the form or content of any other application, or offer to pay any sum of money or valuable consideration to any person to effect changes to the form or content of any other application.

·  Enter into any agreement or arrangement with any other person that has the effect of prohibiting or excluding that person from submitting an application.

·  Canvass us or any of employees or agents in relation to this tender.

·  Attempt to obtain information from any of our employees, agents or our advisors concerning another application.

Queries about the procurement

Any questions about the procurement should be submitted by e-mail to the email address indicated at the front of this document.