Department for Education

Deliver a Beta of the Get into Teaching Information Service (GITIS) CRM

Incomplete applications

8
Incomplete applications
5 SME, 3 large

Completed applications

6
Completed applications
3 SME, 3 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Wednesday 6 June 2018
Deadline for asking questions Wednesday 13 June 2018 at 11:59pm GMT
Closing date for applications Wednesday 20 June 2018 at 11:59pm GMT

Overview

Overview
Opportunity attribute name Opportunity attribute value
Summary of the work Beta phase: Agile team required to build and implement a CRM online system, which will be used to encourage people to get into the teaching profession.
Latest start date Monday 9 July 2018
Expected contract length 30 November 2018
Location North West England
Organisation the work is for Department for Education
Budget range Up to £550,000

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done The DfE’s Get into Teaching contact centre is currently delivered by a third party supplier, who provide call centre and CRM services. This contract is due to expire 30 September 18; the contact centre is now being procured, and the CRM system is being delivered by DfE.

The CRM is in Alpha, and will move to Beta after passing a DfE led GDS Digital Service Standard assessment in early July 18. We are seeking Beta services to develop a MVS for public Beta strictly by 1 October 18, with further iterations thereafter to move into Live 30 November 18.
Problem to be solved The CRM will be used to deliver direct marketing, call-centre engagement and analysis for Initial Teacher Training. At a high level, the DfE are bringing the CRM system in house in order to:

• Improve the quality of data captured on Initial Teacher Training (ITT) candidates, to inform decision making and improve the quality of support received by candidates.

• Provide Call Centre users with a user friendly interface that will result in an improved service for ITT candidates.

• Provide DfE colleagues with cutting edge direct marketing and customer engagement functionality and insight.
Who the users are and what they need to do As a…
Contact Centre agent, I need a user friendly interface to capture, support and manage ITT candidates, so that candidates are supported and encouraged to apply.

DfE staff member, I need direct access to a variety of reports, so that I can make strategic decisions on teacher recruitment.

Direct Marketer, I need a system to send emails, SMS and generate outbound call campaigns, so that candidates are well informed and encouraged to apply.

Event Manager, I need to target ITT candidates and monitor interest through various reports, so that I can measure the event success.
Early market engagement
Any work that’s already been done Discovery completed, with high level view of user needs defined. CRM technology will be developed Microsoft Dynamics 365 Online.

Alpha is underway and is aiming to provide detailed user stories, user research outputs (Personas/Anti Personas, Process Maps, User Journeys, report), iterated prototypes within and outside of Microsoft Dynamics 365 Online, technical architecture (high level design, integration points etc.), data cleansing and transformation strategy, proposed data migration plan.
A high level product backlog and background information will be provided to suppliers after the first round of sifting.
Existing team DfE team will be:

Associate Product Manager (1.0 FTE), Technical architect (0.3 FTE), general project support (0.5 FTE). DfE will require a Product Manager to train and develop DfE’s associate Product Manager.
Current phase Alpha

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place Department for Education
Piccadilly Gate
Store Street
Manchester
M1 2WD
Working arrangements Co-located working principally from DfE's Manchester office, maximising opportunity for engagement with DfE users and stakeholders. Some travel to other DfE sites, and the call centre (location tbc) to meet users is expected. In relation to expenses, this must be included in the contract sum, there is not a separate budget for expenses. Operate using agile methodologies: daily stand-ups, sprint planning, sprints, retrospectives, show and tells etc. Supplier will lead by being a role model in agile working. They will need to collaborate with our team and invest time in knowledge sharing and coaching to increase DfE staff capability.
Security clearance BPSS (Baseline Security Level)

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
  • Example where you have created a CRM online (cloud) implementation or development that has met user needs through a user-centric/UX design
  • Example where you have created a CRM online implementation or development that passes data to other applications via API
  • Example of deployment of role-based access controls in a CRM online environment
  • Example of your ability to engage technical experts with experience of Microsoft Dynamics 365 Online implementations
  • Examples of delivering a Beta service against specified outcomes and timescales, and according to Government Digital Standard (GDS) (https://www.gov.uk/service-manual/service-standard)
  • Example of taking into account Discovery/Alpha findings to deliver a Beta that has passed a GDS Digital Service Standard assessment
  • Evidence in leading an agile team as well as to coach, mentor and upskill people in agile techniques and roles to build capability within existing teams
  • Cyber Essential
Nice-to-have skills and experience
  • Example in designing and delivering a Microsoft Dynamics 365 Online system in a public sector environment, which has successfully been assessed against GDS Digital Service Standards
  • Example where you have created a CRM online implementation that has been designed for call centre users

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 3
Proposal criteria
  • Recent example of experience working on digital projects that have met user needs and have successfully been assessed against GDS Digital Service Standards (https://www.gov.uk/service-manual/service-standard)
  • Explain your approach and methodology in ensuring the public Beta and transition into the Live service will meet user needs and be successfully delivered against GDS Digital Service Standards
  • Proposed team structure and members, including expected members from DfE, explaining the justification for each member
  • Explain your approach in ensuring continuity between Alpha and Beta, and highlighting expectations from Alpha
  • Estimated timeframe for the work – demonstrate how work will be organised using sprints
  • Demonstrate strategy to minimise the cost of maintaining and further developing the solution post Beta
  • Explain your approach to identifying and managing risk within the project
Cultural fit criteria
  • Working within Government environments that are yet to fully embrace agile ways of working
  • Experience of working in multidisciplinary Agile teams within Government
  • Working with technical and non-technical staff to understand requirements
  • Quickly joining teams and understanding their needs
Payment approach Capped time and materials
Assessment methods
  • Written proposal
  • Presentation
Evaluation weighting

Technical competence

60%

Cultural fit

20%

Price

20%

Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. Could you tell us who carried out the Discovery and the Alpha phases, please. Thanks Thank you for your enquiry. The Discovery phase was completed by Olive Jar and the Alpha phase is currently in progress by Olive Jar.
2. Does the given budget of 550K, include both provision for call-centre services and CRM service? The work is to deliver the CRM services only. The call centre staff and telephony are being provided by a different supplier, who will be appointed mid-July.
3. What are the different digital channels through which ITT candidates get in touch with call-centre? Candidates can interact with the call centre through a webchat function and by booking a call back (once registered) on the Get Into Teaching website (https://getintoteaching.education.gov.uk/).
4. Is there a self-service channel for ITT candidates? The Get Into Teaching website (https://getintoteaching.education.gov.uk/) is used by potential teachers to gather information and advice about ITT.
5. Does the proposed system integrate with IVR system? IVR technology sits with the Call Centre/telephony technology (being supplied by the Call Centre supplier), which must integrate with Microsoft Dynamics 365.
6. What data is being captured at the moment? Has DfE identified the areas of improvement for the quality of data captured on Initial Teacher Training (ITT) candidates or is that expected from the supplier? A schema has been provided by the existing supplier, and data extracts are expected 15 June. By the end of Alpha, we are aiming to have a data cleansing strategy, data transformation strategy, and a proposed data migration plan.
7. In order to resolve ITT candidate's queries efficiently, is DfE thinking of implementing Artificial Intelligence/Machine Learning in the proposed system? Currently this has not been looked into, and will not be a part of the minimal viable service for 1 October. If deemed valuable by the Product Manager, then this may fall within the product backlog.
8. Does the proposed system interact with third party API’s? Yes
9. Is Alpha version of CRM: Online, On-premise or any other CRM system? The Alpha prototype has been build within Microsoft Dynamics 365 online.
10. In Alpha phase is the call centre functionality integrated with CRM. No. The call centre functionality is currently unknown and will be confirmed mid-July once a Call Centre supplier has been appointed.