Awarded to Incremental Group

Start date: Tuesday 15 December 2020
Value: £119,370
Company size: SME
Highways England Company Limited

Single View of the Customer /Integrated CRM

28 Incomplete applications

16 SME, 12 large

8 Completed applications

8 SME, 0 large

Important dates

Tuesday 27 October 2020
Deadline for asking questions
Tuesday 3 November 2020 at 11:59pm GMT
Closing date for applications
Tuesday 10 November 2020 at 11:59pm GMT


Summary of the work
To scope a single view of the customer through the integration of data across our existing instances of Microsoft Dynamics. This consists of project scope, consider expected technologies, estimate overall project cost and timeframe, and to assist in the evaluation and procurement of the Phase 2 Supplier.
Latest start date
Monday 14 December 2020
Expected contract length
Phase 1 contract expected project length to be approximately 3 months.
West Midlands
Organisation the work is for
Highways England Company Limited
Budget range
Maximum spend for Phase 1 is £120,000 including VAT.

About the work

Why the work is being done
Highways England desired to have a single system that would provide to all parties a ‘Single View of the Customer’. This would ensure that all communications and decisions would be made having a clear view of all correspondence and matters that relate to each customer. To facilitate this, Highways England introduced Microsoft Dynamics 365.

The result has been effectively having multiple instances of CRM on one tenant, or simply 3 separate versions of Dynamics across separate business units, Operations/Customer Contact Centre, Major Projects, Commercial & Procurement, and Complex Infrastructure Projects. This results in separate views of any given customer as there is no present integration of Dynamics CRM.
Problem to be solved
This Project is to scope a solution that can provide the basis for integration of data so that there is a ‘single view’ of customer, stakeholder, and supplier information through the integration of data across our existing instances (versions) of Microsoft Dynamics. Without a ‘single view’ of customer data, our staff are unable to trace correspondence across our CRM’s. This leads to frustration of our customers and staff, costly delays in schemes, etc. The net result will provide the separate CRM’s to operate as they do today while providing ‘aligned’ data providing a ‘single view of the customer’

The overall project is in 3 specific Phases:

- Phase 1 consists of project scope, expected technology solutions, estimate overall project cost and timeframe, define terms of Phase 2 work, and assist in evaluation and procurement of Phase 2 supplier.

- Phase 2 consists of actual Project work, including solutionizing, design, development, testing, and delivery.

- Phase 3. Maintenance & Support contract.

This procurement is ONLY for Phase 1. The selected supplier will not be able to bid for Phase 2 of the project.
Who the users are and what they need to do
As a business user, whether an internal user or an external party, I need to be able to view and filter only one version of a customer. This single view will provide all related correspondence, cases, etc.:

- CRM business teams continue to operate their own CRM instances but have some conformance to a common data model.

- When a customer is queried, the user is presented with one view of the customer

- Tickets between CRM instances using common, global identifiers for business entities can be viewed.

- Management Information matches correspondence trails to a common customer.
Early market engagement
Not applicable
Any work that’s already been done
We have made substantial investment in our data management infrastructure using the Microsoft Azure cloud. This has included development of an ontology and methodology for data architecture. As part of the overall solution, we have considered the use of Microsoft Customer Insights.
Existing team
The winning bidder will need to work alongside the Integrated CRM Project Manager, IT Department, Directorate representatives and Stakeholders, as well as any other external partners such as Microsoft.

The selected supplier will have significant immersion into the vision of the deliverable and expected to provide the necessary expertise and work in coordination with Highways England IT Directorate.
Current phase
Not started

Work setup

Address where the work will take place
Highways England
2 Colmore Square
B4 6BN
Working arrangements
Our business is located across the whole of England and so are our teams and suppliers. We would expect our supplier to work flexibly and be mobile when required, but also support remote working and the utilisation of collaboration tools.
Security clearance
We expect all our suppliers to have BPSS as a minimum.

Additional information

Additional terms and conditions
Not applicable

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
  • Microsoft Dynamics CRM Partner (with accreditation)
  • Have experience scoping Microsoft Dynamics CRM solutions
  • Have provided Microsoft Dynamics CRM consultancy
  • Data Architecture
  • Data Merging
  • Microsoft Azure
  • Agile Project Management
  • GUID configuration
  • Master Data Management
Nice-to-have skills and experience
Transport / Infrastructure sector experience

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • Approach and methodolody
  • How the approach or solution meets user needs
  • How the approach or solution meets Highways England’s policy or goal
  • Team structure
  • Estimated timeframes for the work
  • How they’ve identified risks and dependencies and offered approaches to manage them
  • Value for money
Cultural fit criteria
  • How will they engage with Highways England teams to deliver this requirement
  • How do you excite and engage non-technical staff?
  • Share knowledge and experience with other team members
  • Share information in a clear and concise manner
Payment approach
Capped time and materials
Additional assessment methods
  • Case study
  • Work history
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. What is the earliest start date for this opportunity?
Suppliers should be able to start work by 1 December
2. Is there an opportunity for extending this piece of work beyond 3 months or it's definitely 3 months?
It is 3 months unless there are any unforeseen issues.
3. What is the feedback duration; from submission of an application to feedback?
2 weeks.
4. The brief states "This procurement is ONLY for Phase 1. The selected supplier will not be able to bid for Phase 2 of the project." We would like to confirm and that the selected Supplier for Phase 1 will not be eligible to bid on Phase 2?
That is correct. The selected supplier will be scoping the work for Phase 2 and assisting with the procurement of the Phase 2 supplier.
5. "We are considering Tendering for Phase 2. One of our partners has approached us about sub-contract for them for phase 1. In this scenario, they would be priming the contract and submitting the response.

Would this disqualify us from submitting a response for Phase 2?"
This would disqualify you due to the unfair advantage that would be gained from delivering Phase 1.
6. Do Highways England Company Ltd have / use full Microsoft 365 (i.e. E3) licencing, including Power Platform?