This opportunity was cancelled

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Dudley Metropolitan Borough Council

Dynamics CRM and Adoxio Portal Booking system

5 Incomplete applications

4 SME, 1 large

8 Completed applications

7 SME, 1 large

Important dates

Wednesday 4 September 2019
Deadline for asking questions
Wednesday 11 September 2019 at 11:59pm GMT
Closing date for applications
Wednesday 18 September 2019 at 11:59pm GMT


Summary of the work
We are seeking a partner to supply or create a digital capability to enable bookings for a range of services or with individuals, that builds on our on-prem Dynamics CRM and ADX Portal, for use by council staff and self-service customers.
Latest start date
Sunday 1 December 2019
Expected contract length
West Midlands
Organisation the work is for
Dudley Metropolitan Borough Council
Budget range
Budget range £50,000 - £80,000

About the work

Why the work is being done
To replace the current Outlook based booking process that cannot be self service, and the existing CRM is being replaced with Dynamics CRM.
We require a toolkit solution that we can continue to add new booking requirements as they arise.
We need this work completed by end of March 2020.
Problem to be solved
Residents are unable to book a place at an event, a venue, a resource, a service, or council officer time online. They currently can only book via the contact centre.
Who the users are and what they need to do
As a resident or business, I need to book something with the council, to enable me to use a service.

As a council officer, I need a resource to manage bookings and updates my Outlook calendar, to enable me to do my job more efficiently.
Early market engagement
Any work that’s already been done
Functional requirement document has been produced. This can be supplied on request.
Some booking services were analysed some years ago, so the service functionality is known. Customer accounts have already been introduced using Dynamics and Adoxio Portals that we wish to be expanded for the booking service.
Dynamics forms for some of the services are being developed in Dynamics with internal booking via Outlook.
Existing team
There is an in-house IT team of developers who we wish to be involved in the development and implementation of the solution, so that they can support and continue to develop further use of the solution. Teams delivering the services (eg contact centre) will also be involved.
There is a third party consultancy company who helped design the Dynamics solution who may be involved.
Current phase

Work setup

Address where the work will take place
Council Offices, Dudley, West Midlands
Working arrangements
We would like our teams to be involved in the implementation of the solution so they are involved in key decisions and have input into the design of the proof of concept.

Arrangements for this will be agreed jointly with the appointed supplier.
Some face-to-face work will be required, however we will also consider some work can be done remotely.
Security clearance
Basic disclosure checks will be required

Additional information

Additional terms and conditions

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Essential skills and experience
  • Have a portfolio of successful Microsoft Dynamics implementations
  • Demonstrate experience of SQL development in the context of integrations
  • Have experience of supplying and supporting a digital service and resource booking solution
  • Have experience of integration with 3rd party systems, including online payment systems
  • Have experience of working with Active Directory and integration with Microsoft Exchange
  • Have an understanding of the Local Government Digital Service Standard
  • Have experience of user centred design and UX best practice
  • Have experience of designing services to AA of the W3C WCAG2.0 accessibility standards
  • Have experience of responsive front-end design using HTML5/CSS/JS
  • Have experience of assessing and mitigating security and privacy issues
  • Have experience of user testing end-to-end services with a variety of service users and devices
  • Have experience of working with a wide range of service delivery teams in a single organisation
Nice-to-have skills and experience
Provide evidence of previous experience of working with Local Authority booking services, eg bulky waste collections, pest control.

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Value for money
  • How the approach or solution meets user needs
  • Proof of concept
  • Technical solution
Cultural fit criteria
  • Work as a team with our organisation and other suppliers
  • Be transparent and collaborative when making decisions
  • Share knowledge and experience with other team members
  • Take responsibility for their work
  • Demonstrate a commitment to social value
Payment approach
Fixed price
Assessment methods
  • Written proposal
  • Case study
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Can we please request a copy of the functional requirement document?
I can email you a copy. Please send me your contact details
2. Can we please request a copy of the functional requirement document? Many thanks.
If you include a contact email in your question, I can email a copy direct
3. The brief mentions a functional requirement document has been produced and can be provided upon request. Would we please be able to get a copy of this?
If you include a contact email in a supplier question, I can email a copy
4. Can you confirm how we can provide an email address to receive the document without it being published in the questions?
I have to publish the questions so I will not publish any supplier information. Please send a supplier question with your email
5. Can you confirm which version of Dynamics CRM you are on?
We have just upgraded to on-prem Dynamics 365 v 9.06
6. Please can you confirm if Dudley are looking to stay on Premise or are moving online?
The published information seems to suggest the piece of work as an extension to your on premise environment?
There are no current plans to move online. The piece of work is an extension to the on-prem environment.
However, we recognise that we will need to move to the cloud in line with Microsoft's roadmap, so this work should allow for flexibility to faciliate the move.
7. You have mentioned a Functional requirement document has been produced, and that this can be supplied on request?
Please can you confirm how we can get access to a copy?
Please send a supplier question with email contact details. Supplier details will not be published as an answer
8. The brief mentions a functional
requirement document has been
produced and can be provided upon
request. Can we please get a copy of this?
As previously answered, please provide an email address in your supplier question that can be used.
9. What are the volumes for registering births, deaths, etc., please?
Bulky Goods 4,891
New Bulky Mattress Collection SR (live from 4/4/17) 206
White Goods 1,304
DUE Stourbridge Waste Recycling Centre (slot booking) 1,722
DUE Pest Control 3,361
Register Birth/death etc
Housing Manager 20,500
Childrens's Activity Party Enquiry 184
Multiple Course Bookings 350
Adhoc Officer bookings 50
10. Are there any other known requirements on rules?
We ae not currently aware of other rules but want the flexibility to include other rules as the project develops.
Geographical limitations ie only specific postcodes on a certain day
11. Can you please advise who the incumbent is for this project? Are they precluded from bidding on this delivery?
The current consultancy supplier we are using is Ashton Court. They are not precluded and all bids will be considered against the criteria and the best solution that meets Dudley’s specification will be awarded the contract