The Skills Development Scotland Co. Ltd

Customer Support System; Re-implementation from CRM 2011 (on premise) to Dynamics 365 in the Cloud

Incomplete applications

Incomplete applications
6 SME, 1 large

Completed applications

Completed applications
3 SME, 3 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Monday 18 September 2017
Deadline for asking questions Monday 25 September 2017 at 11:59pm GMT
Closing date for applications Monday 2 October 2017 at 11:59pm GMT


Opportunity attribute name Opportunity attribute value
Summary of the work Re-implement an existing system from Dynamics CRM 2011 on-premise to Dynamics 365 and provide post re-implementation support and further development from an emerging backlog of requirements.
Latest start date Thursday 30 November 2017
Expected contract length Anticipated to be 2 years.
Location Scotland
Organisation the work is for The Skills Development Scotland Co. Ltd
Budget range Budget £350K-£450K (exVAT) is envisaged for the Re-implementation, including 12 week post-Go Live immediate support provision. Fixed Price basis.

BAU Support post re-implementation will start after the completion of the initial 12 week support phase. This will be an on-going requirement for the remainder of the contract (approximately 12 - 14 months). Fixed price per month basis. Budget £40k - £50k per annum.

Additional Developments may be required throughout the term and will be requested on an individual fixed cost basis, based on T&M Rate Card to be provided at assessment stage. Budget - up to £100,000.

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done SDS currently uses Microsoft Dynamics CRM 2011 (on premise) as the Customer Support System (CSS) used by regional Careers Information, Advice and Guidance (CIAG) advisors to support customers and build up management information. It holds records of SDS customers and helps SDS to track the development of the customer's career management skills and enables them to track and report on the targeted support provided.
Problem to be solved CSS exists on a Microsoft Dynamics CRM 2011(Dynamics CRM 2011) on-premise platform with a significant degree of customisation, via plug-ins, that has been developed to provide necessary but not available at the time out-of-the-box functionality. Re-implementing CSS to operate on the latest Microsoft Dynamics CRM 2016 (Dynamics 365) platform ensures the availability of unrestricted support from Microsoft and aligns this application with a technology strategy that anticipates increasing migration of business applications to the ‘Cloud’. Most importantly the proposed transition provides an opportunity to review inefficiencies imposed by the application that may constrain emerging iterative design requirements for service modernisation.
Who the users are and what they need to do As a careers adviser I need to record all of my interactions with customers so that I can track the development of the customer's career management skills and to monitor the targeted support provided to them.
As a team leader I need to report on the success of our targeted support to our customers so that I can ensure that the most effective service is being supplied in the context of our policy & strategy.
As a member of the Business Data Services Team (BDS) I need super user status so that I can make configuration changes to the system.
Early market engagement A technical proof of concept was undertaken by incumbent supplier leading to insight into the likely difficulties of an upgrade. This followed an incremental upgrade path to Dynamics 2016 SP1 and informed an understanding of the current system functionality not immediately compatible with Dynamics 2016 SP1, and an appreciation of the effort required in resolving those incompatibilities.

Advice was also sought from Dynamics Specialists, in relation to the scope of ‘discovery’ information essential to providing suppliers with a fully informed basis on which to determine the nature, scope and costs of the proposed re-implementation.
Any work that’s already been done A comprehensive 'discovery' exercise has been undertaken describing the scope, functionality and content of the existing system, and future changes for consideration with the proposed re-implementation. High level parameters: 53 Solutions (some unmanaged customisation overlayed with managed); 173 Entities including 79 custom Entities; 61 active custom JavaScript attached to Entity forms and 12 plug-in assemblies; 35 Workflows; 42 Reports, including report generated on demand and overnight; 1 System Dashboards; 5 System Integrations; 1050 Users; 79 teams and <10 security roles; 3 Online Outlook synchronisation Filters and 39 Offline Outlook Synchronisation Filters. Full details will be provided to short-listed suppliers.
Existing team The supplier will lead the project and will be able to draw on expertise of EBAT in supporting 3rd parties with Dynamics cloud implementation in relation to two other live systems. The supplier will be working with SDS' internal governance team to ensure the solution meets existing standards and will also work closely with SDS' Product Owner, Solutions Architect, EBAT and BDS teams to elicit user needs and help plan releases.
Current phase Discovery

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place Glasgow. The team are currently based at Adelphi Centre, 12 Commercial Rd, Glasgow G5 0PQ.
Working arrangements We anticipate that the project will follow an agile approach, benefiting from collaborative working with EBAT and end-users as appropriate. It is essential that the supplier is available to work on site in Glasgow at all times agreed with the project manager and/or SDS business lead. Where appropriate we are able to accommodate online working via Lync or similar approaches and undertake joint working at the suppliers premises if this is within the Greater Glasgow area.
Security clearance

Additional information

Additional information
Opportunity attribute name Opportunity attribute value
Additional terms and conditions Please note that any additional terms and conditions in addition to the Call Off Contract terms and conditions may be issued at assessment/proposal stage, following short listing. Scots Law will apply. Please note that SDS are aware that the new GDPR regulations come into place May 2018. Any resulting contract will be varied to allow for the new regulations to be appropriately incorporated into the contract.

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
  • Successfully undertaken Microsoft Dynamics system re-implementation from on-premise to the cloud. Examples demonstrate experience of using out of box functionality to replace custom code, configuration, development-plug-ins/javascript, workflows, integration (9%)
  • Track Record: Have successfully delivered projects in similar sized organisations with similar complexity in terms of level of customisations and business processes (2%)
  • Must be able to work on site at SDS offices when required to deliver the project. (Y/N)
  • Support: Have demonstrable experience in providing support for Microsoft Dynamics in the cloud (2%)
  • Microsoft Dynamics Gold Partner: Minimum one year (Y/N)
Nice-to-have skills and experience
  • Successfully undertaken Microsoft Dynamics 2011 system migration from on-premise to the cloud. Examples demonstrate experience of using out of box functionality to replace custom code, configuration, development-plug-ins/javascript, workflows and integration.(1%)
  • Public Sector Experience; Have successfully worked collaboratively with managed service providers and in-house teams within the public sector environment. (1%)

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 4
Proposal criteria
  • Understanding of Requirements (4%)
  • Capacity and Expertise (4%)
  • Methodology and approach (17%)
  • Project Management and delivery (8%)
  • Account Management (4%)
  • Application Lifecycle Management Processes (4%)
  • Exit Strategy (4%)
Cultural fit criteria
  • Work as a team with our organisation and other suppliers as appropriate (5%)
  • Transparent and collaborative when making decisions (5%)
Payment approach Fixed price
Assessment methods
  • Written proposal
  • Case study
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. There is a requirement for having Dynamics Gold Partnership. We are working through this process with Microsoft and the limiting factor in our application to Gold level is the value of revenue generated from selling Dynamics licenses. Given that we meet the other competency criteria of numbers of experts and certification levels, is there flexibility that can be offered here on this requirement? We have tremendous experience for these exact migration engagements and so it would be a shame to lose out based on a Microsoft defined criteria. The criteria of having Microsoft Gold Membership has been specified as an essential requirement to ensure that any successful supplier has the necessary experience, capability and capacity to develop and support this business critical system on an ongoing basis, as well as having access to the additional services available to Gold Partners from Microsoft. We have used the established graded levels of Microsoft accreditation to differentiate suppliers, choosing to focus on those with the greater degree of current recognised ‘competence’.
2. Who developed the original solution, are they the 'incumbent' you describe that completed the recent 'discovery' exercise and are you hoping they will bid for this 're-implementation' work ? The original solution was developed in 2012 by a company who subsequently went into administration and dissolved in 2014, therefore have not been involved in any of the early market engagement described.  The work on discovery was done internally .
3. Does SDS already have an Office 365 Tenancy? If so what management arrangements, if any, can be assumed about the environment management in relation to the service phase of the re-implementation. Are any of the arrangement assumed in budget expectations? SDS has an Office 365 Tenancy managed within SDS. Within the life-time of the project we anticipate both Exchange and Sharepoint to be live within the SDS environment. Appropriate integration with these systems will be part of the re-implementation project, however there is no expectation that management of these environments will form part of this contract.
4. Is a data migration in scope of the budget expectation of the re-implementation project? Yes.
5. What is the sensitivity of the data in the re-implementation project? Does the supplier need to be able to have specific personnel clearance? The information within the system is considered highly sensitive in that it holds information in relation to individuals. There is currently no requirement that suppliers working on this contract will require to have in place specific personnel clearance, however the Call Off Terms and Conditions of contract will apply, including 4; Staff Vetting Procedures, 14; Data Protection and Disclosure, and 15; Buyer Data.
6. Does the CSS Application integrate with other SDS services? If so how many applications and are these bespoke or COTS applications or desktop technologies? Yes, there are integrations with other applications. We have re-assessed these as 6. Of these 3 are COTS; 2 are bespoke and one is a mix of bespoke and COTS.
7. If the CSS Application does integrate with other SDS applications, is there a management incumbent for the service (not development) of those other applications? The CSS application does currently integrate with other SDS applications. These other applications are currently managed by a contracted service provider on SDS's behalf.
8. Can suppliers assume that SDS’s intent with Question 5 (Microsoft Dynamics Gold Partner) is for suppliers to list their applicable Microsoft Partnership Accreditations relevant to the published requirements? Yes , suppliers should identify their applicable Microsoft Partnership Accreditations relevant to the published requirements in order to qualify their Y/N response.
9. Initial questions: - number of users per role -business discovery report (they mention that an extensive business discovery exercise has been undertaken. Can we get the report) -licensing costs included/ excluded The discovery exercise report will be made available in full to the selected short-listed suppliers. Microsoft Dynamics Licences will be procured directly by SDS via their Microsoft Enterprise Subscription Agreement.