ClwydAlyn Housing

ClwydAlyn Customer Portal

Incomplete applications

13
Incomplete applications
11 SME, 2 large

Completed applications

7
Completed applications
6 SME, 1 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Tuesday 22 October 2019
Deadline for asking questions Tuesday 29 October 2019 at 11:59pm GMT
Closing date for applications Tuesday 5 November 2019 at 11:59pm GMT

Overview

Overview
Opportunity attribute name Opportunity attribute value
Summary of the work The provision of a residents’ portal for external customers to self-serve online.
Latest start date Monday 2 December 2019
Expected contract length 2 Years
Location Wales
Organisation the work is for ClwydAlyn Housing
Budget range We would not expect this to be costed on a daily rate but based on 4500 tenants / 6000 homes

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done As part of improving our services for residents we’re reviewing our applications estate. The current system has been flagged as a key area which we want to improve as our current offering isn’t built to the standard and needs that we’d like to offer our tenants and residents, with main issues arising around the initial sign up to the navigation and tracking systems in place.
Problem to be solved ClwydAlyn’s current customer portal is limited and places greater demand on traditional channels which are more expensive and restricted to our opening hours. We would like our customers to be able to engage with us on their choice of channel, reducing the calls to the contact centre and allowing the contact centre to deal with matters where the phone channel can add value.
Who the users are and what they need to do ClwydAlyn residents’ need to log into an authenticated area; quick self-serve and manage their housing needs online:

o Ability to update their personal contact details
o Ability to view their rent account
o Ability to make a payment online through our customer portal
interface, which is AllPay.
o To contain information / provide links to other useful sites, such as
local authorities, citizens advice etc.
o Ability to report a repair, report anti-social behaviour
o Ability to make a complaint or a compliment

The Portal Administrator will need to be able to manage content for residents individually and regionally (tailored information) and have the ability to measure performance.
Early market engagement Early market engagement has taken place with a number of digital agencies and suppliers to assess technology options available, indicative costs and project approach.
Any work that’s already been done
Existing team The supplier will predominately work with our internal project team. Key members include: Head of IT, Marketing and Communications, Business Intelligence Analyst, Head of Resident Services, Head of Income and Service Improvement, Procurement.
Current phase Discovery

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place ClwydAlyn, 72 Ffordd William Morgan, St Asaph Business Park, St Asaph, Denbighshire, LL17 0JD
Working arrangements It is expected that the supplier will work closely with the internal and other external partners, including our residents, mostly onsite at the ClwydAlyn head office. ClwydAlyn expects a collaborative approach to delivery. Knowledge and skills transfer is also a key requirement. All expenses must be included in the price.
Security clearance Must adhere to ClwydAlyn’s Data Protection requirements. PCI compliance if taking payment. ISO27001 preferred but not required.

Additional information

Additional information
Opportunity attribute name Opportunity attribute value
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.

Skills and experience
Opportunity attribute name Opportunity attribute value
Essential skills and experience
  • Extensive experience of developing and delivering innovative and integrated digital platforms within the Social Housing Sector
  • Portal functionality to include Self Appointed Repairs, Rents & Payments (Multiple Accounts); Complaints, Service Charges, ASB, Service Requests.
  • Proven track record of successfully integrating with Housing Management Systems – significantly weighted
  • Web services and API's provided for integration as required
  • Product must be mobile responsive (HTML5 and CSS3 or similar) and able to render information and documents
  • Product to ‘plug-in’ to our data warehouse so we can report on the data using SSRS, Power Business Intelligence.
  • Experience of designing services for users with low digital literacy and awareness of Initiatives and solutions to tackle digital exclusion and barriers to adoption of digital platforms
  • Experience of collaboration with 3rd party website designers / vendors to ensure a seamless experience for customers across platforms
  • Evidence of content design skills
  • Experience of carrying out user research and delivering successful discovery outcomes
  • Payment Integration ideally with current payment vendor AllPay
  • Easy to manage content delivered through a secure CMS
  • Platform must comply with industry best practice for security and GDPR and provide feature rich registration and authentication options for users / tenants
  • Experience of digital guidelines to maximise reach and adoption of the portal
  • Evidence of providing a portal for managing tenant and customer engagement / consultation (e.g. Surveys, Feedback, expressions of interest for events etc)
  • All pages / sites should be mobile responsive, delivering the same experience across all types of devices and platforms including desktop, mobile, tablets, android / apple etc.
  • Product must be scalable and adaptable as requirements change.
  • Welsh language is a requirement, any additional language functionality is a bonus.
  • Ability to push messages out via the app to an area or full tenancy list
  • Allows customers to choose their communication preferences and the ability to extract this information
Nice-to-have skills and experience Skills to develop the integration platform in such a way that it is easy to switch between different back office systems if and when the need arises

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 5
Proposal criteria
  • Technical solution
  • Approach, methodology and resources
  • How the solution meets the users needs
  • How the solution meets ClwydAlyn’s requirements and vision
  • Ability to meet ClwydAlyn’s timeframes
  • Identification of risks and dependencies and approach to managing them
  • Company size, team structure and accounts
  • Value for money
Cultural fit criteria
  • Extensive experience of collaboration with both digital partners/agencies and clients within the Housing Sector
  • Experience of working with an internal project team with an open and transparent approach
  • Experience of working with the end user, e.g. our residents
  • Willingness to share knowledge and experience with other team members
  • Willingness to work according to the values of ClwydAlyn
Payment approach Fixed price
Additional assessment methods
Evaluation weighting

Technical competence

55%

Cultural fit

10%

Price

35%

Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. Can you please confirm the expected total budget for this project? We have allocated sufficient budget for this project and have chosen not to publish this.
2. Are you considering a custom-built solution based on a user-centred design approach? Due to the tight timescales we would want an existing solution that is proven elsewhere.
3. You have listed this opportunity as a discovery but have also included a fairly lengthy list of requirements. Is this list based on prior research phases with your customers? If so, are you able to supply a copy of the report and recommendations for moving to alpha? We are after an existing solution that is proven elsewhere that meets the requirements listed. Those suppliers successful at this stage will be asked to demonstrate their solution to a panel made up of our staff and our residents.
4. Can you please confirm the systems currently in place to manage customer transactions e.g. housing management systems, repairs reporting systems etc.?
Will the successful supplier be required to migrate legacy data from these systems?
We use Universal Housing and Contact Manager for our housing management, the successful supplier will not need to migrate any data but will be required to interface with these systems.
5. I appreciate a question has already been answered about budget, but would you be able to provide an indicative budget range. The reason I ask is because we have multiple portal products and we want to propose the best possible solution for you're budget. Please provide a solution that is a best fit for an organisation with 6000 homes, happy for you to propose multiple solutions.
6. Can you please provide more detail about the following requirement: 'Ability to push messages out via the app to an area or full tenancy list'? We would like the ability to send messages out to users of the portal, ideally those that meet certain filters e.g. portal users who all live on the same street or in a certain postcode etc.
7. Do you use a scheduling system (eg Kirona DRS, Oneserve, etc)? We use a scheduling system but this is to schedule the DLO and not to offer time based appointments to residents. The system is called MAVIS and we do not expect the portal to interface with any scheduler at this stage, however we would be keen on understanding the capabilities of the portal in this area.
8. Do you have a DLO, use a 3rd party contractor or a combination of both? We have a DLO which is used for the majority of works, we also use 3rd party contractors for specialist work such as lift servicing.
9. Do you have a date in mind to go live with the chosen portal solution? Would you be open to phased approach to delivery? We would like the chosen portal solution to go live asap, ideally January 2020 (we understand this is tight). Yes we would be open to a phased approach to the delivery and not all functionality needs to be available at go live.
10. Do you have a date in mind to go live with the chosen portal solution? Would you be open to phased approach to delivery? We would like the chosen portal solution to go live asap, ideally January 2020 (we understand this is tight). Yes we would be open to a phased approach to the delivery and not all functionality needs to be available at go live.