Driver and Vehicle Standards Agency

DVSA Customer Correspondence Management System

8 Incomplete applications

7 SME, 1 large

0 Completed applications

Important dates

Wednesday 16 September 2020
Deadline for asking questions
Wednesday 23 September 2020 at 11:59pm GMT
Closing date for applications
Wednesday 30 September 2020 at 11:59pm GMT


Summary of the work
Configure and deliver Microsoft Dynamics 365 CE on DVSA Azure platform, provide a case management solution to manage DVSA Public Enquiries. Align solution with existing DVSA architecture and Enterprise Data Hub. System will manage, track, report, 'customer journey' case types. External facing portal on is required to GDS standards.
Latest start date
Monday 30 November 2020
Expected contract length
2 years with option to extend by a further 12 months
No specific location, for example they can work remotely
Organisation the work is for
Driver and Vehicle Standards Agency
Budget range

About the work

Why the work is being done
DVSA has recognised the case management tools, used by Corporate Reputation and Customer Service Centre, is outdated. The demands to efficiently handle large volumes of different case types and the strategic desire to integrate into the wider DVSA infrastructure, calls for a modern, adaptable solution. Microsoft Dynamics 365 Customer Engagement was identified as the preferred system of choice and DVSA have procured sufficient licences. It is expected that unification/ automation of existing processes into one case management system will save time, improve visibility of progress/outcomes and satisfy reporting requirements.
Problem to be solved
DVSA require supplier expertise to configure and deliver a case management system using DVSA existing Microsoft Dynamics platform and licences. Supplier will verify our business requirements, consider architectural design alongside existing architecture, design data integration into DVSA data hub, provide support, training and upskilling of staff. A second-line support process is required to support incident resolutions, system updates and changes. A GDS compliant online customer portal on will need to be provided for customers to submit requests into the case management solution.
Who the users are and what they need to do
Who the users are and what they need to do? Max 100 words
There are approximately 250 direct users of the solution, located mainly across 4 business areas (Corporate Reputation, Customer Service Centre, Information Management & Security, Regional Intelligence Unit) and located in 4 main geographical locations (Swansea, Bristol, Nottingham, Newcastle) as well as remote users with laptops.
The users need to capture public enquiry details including contact and case information, case types and sub types, store documents, photographs, videos, investigate using Dynamics and email enquiries to other DVSA users and external parties, issue responses using free text and stored templates, record outcomes, monitor case progress and report on data captured.
Early market engagement
DVSA has conducted some minimal market engagement to ensure initial feasibility of project within budget and time constraints.
Any work that’s already been done
DVSA have conducted a discovery phase engaging with all current system users. This has resulted in documentation on current users, high- and low-level business requirements, business processes, data fields currently recorded, and data retention requirements.
N.B. No historical data will be imported from the legacy systems.
Existing team
Corporate Reputation oversee the current solution.
Project team comprises of subject matter experts from all relevant business areas, a BAU Project Manager, a Business Analyst, a Change Manager, solutions architect, infrastructure expertise, information management, data and security expertise.
Current phase
Not started

Work setup

Address where the work will take place
Address where the work will take place Max 100 words
The main DVSA office locations are:
• Berkeley House, Croydon Street, Bristol, BS5 0DA
• The Ellipse, Padley Road, Swansea, SA1 8AN
• The Axis Building, 112 Upper Parliament Street, Nottingham, NG1 6LP
• The Lightbox, Quorum Park, Benton Road, Newcastle upon Tyne, Tyne and Wear, NE12 8EU
Work can take place at these locations or remotely.
Most users have laptops, iPads and/or iPhones therefore remote working is also supported.
Travel and subsistence can be paid using DVSA government rates (to be supplied).
Working arrangements
Owing to Covid 19, many staff are working from home currently, therefore remote working is required although offices are accessible with prior approval.
DVSA are using Microsoft Teams primarily for online meetings and messaging, but can also access the majority of major meeting tools, such as, WebEx, Zoom, and GoToMeeting.
Supplier would need to describe accurately the pre-development requirements and level of access required to be able to configure and deliver the Microsoft Dynamics 365 CE and online portal.
Security clearance
HMG services must meet Minimum Cyber Security Standard or NIS Regulations 2018 Cyber Assurance Framework. They must meet statutory and HMG policy requirements. They must show auditable compliance to ISO27001 or equivalent information security management system and adequate technical security controls for personal data per the Data Protection Act 2018

Additional information

Additional terms and conditions
1. The supplier will have to provide their own Dynamics CE licenses for developers and login to DVSA’s Development Dynamics tenant via Azure B2C.

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
  • You must provide evidence that you are a current Microsoft Certified Partner (MCP)
  • You must provide evidence that you are certified to ISO27001 or Cyber Essentials.
  • Provide at least 1 detailed example of configuring and delivering a MS Dynamics Solution within the last 2 years.
  • Provide at least 1 detailed example of delivering a government public facing online portal which is GDS (Government Digital Service) compliant within the last 2 years.
  • Provide at least 1 detailed example of configuring and delivering Authentication and Authorisation via Azure Active Directory and Dynamics Customer Engagement within the last 2 years.
  • Provide at least 1 detailed example of delivering using Azure DevOps for the build out of Dynamics components within the last 2 years.
  • Provide at least 1 example of delivering a solution using Microsoft Dynamics 365 CE (Primarily Customer Service) within the last 2 years.
  • Provide at least 1 example of when you have shown knowledge of Azure platform and integration services within the last 2 years.
  • Provide at least 1 detailed example of delivery of a solution which is integrated into a strategic Enterprise Data Management solution within the last 2 years.
  • Provide at least 1 detailed example of when you have delivered a Microsoft Power Platform, including reporting capabilities, within the last 2 years
  • Provide at least 1 detailed example of when you have delivered a Microsoft power portal within the last 2 years.
  • Provide at least 1 detailed example of delivering training to the user population and administrators using multiple methods of communication within the last 2 years.
Nice-to-have skills and experience
  • Provide at least 1 detailed example of delivering a case management solution that includes complaints, Freedom of information requests, data protection, subject access requests, and more case types.
  • Provide at least 1 detailed example of using a serverless approach to deliver a front-end web portal.

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • Technical solution
  • Approach and Methodology
  • How the approach or solution meets user needs
  • How the approach or solution meets your organisation’s policy or goal
  • Estimated timeframes for the work
  • How they’ve identified risks and dependencies and offered approaches to manage them
  • Team structure
  • Value for money
Cultural fit criteria
  • Provide at least 1 example of how you have worked collaboratively with a wide range of stakeholders across Government and Industry within the last 2 years.
  • Provide example/s of how you work as a team, manage collaboration, share best practice, motivate & maintain high levels of engagement within teams and how this links to our values.
  • Provide example/s of how you have formed and deployed a complete team, with the right cultural fit, to deliver a successful major MS Dynamics related project, within a constrained timeframe.
  • Provide at least 1 detailed example of where you have worked transparently, collaboratively and shared your approach with the project team.
  • Provide at least 1 example of delivering a solution within an Agile environment.
  • Provide at least 1 example of where you have transferred Dynamics development skills to your customers.
  • Provide at least 1 example of where you have delivered Dynamics training to users.
Payment approach
Fixed price
Additional assessment methods
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. 1. Who’s in the incumbent and how long they have been the incumbent?
2. Can you confirm the budget?
3. Who's on the panel?
The incumbent is Aptean Respond since 2003.
DVSA are not divulging budget at this stage.
DVSA will not provide details of evaluation panel members at this stage.
2. What Level of Microsoft Certified Partner (MCP) do you need?
Gold standard MCP is required.
3. Can you advise whether a supplier has worked with you on the discovery activity completed to date or whether this was completed by DVSA staff?
Discovery was completed by DVSA staff.
4. Is the DVSA able to provide potential suppliers a budget range for this project.
DVSA will not be disclosing the budget at this stage. As a Government Agency DVSA will look for the tender that satisfies the quality criteria whilst offering the best value for money.
5. What is the budget for this project?
Are there any incumbent suppliers?
Which supplier conducted the Discovery work?
What (if any) work has already been done re implementing Dynamics 365?
Finally which supplier has supported the DVSA in implementing Dynamics 365?
DVSA are not publishing the budget but will be looking for best value.
Incumbent supplier is Apteon Respond.
DVSA undertook discovery work.
DVSA will require the supplier to start with a vanilla system i.e. starting from scratch.

DVSA has already instigated two large but separate projects, which both incorporate MS Dynamics but are standalone and not directly associated with each other; FTTS (Supplier = Kainos) and CVS (Supplier = Deloitte).

Customer Correspondence Management System (CCMS) will be a third small MS Dynamics implementation. Again, this will be unrelated to the other two projects but DVSA will be providing the infrastructure.
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