Thirteen Housing Group Limited

Redesigning the Customer and Tenant Experience: Discovery, Alpha and Beta

Incomplete applications

13
Incomplete applications
11 SME, 2 large

Completed applications

28
Completed applications
25 SME, 3 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Friday 13 July 2018
Deadline for asking questions Friday 20 July 2018 at 11:59pm GMT
Closing date for applications Friday 27 July 2018 at 11:59pm GMT

Overview

Overview
Opportunity attribute name Opportunity attribute value
Summary of the work The service must enable Customers to easily access key services and enable staff to easily manage key parts of the housing lifecycle. This is expected to include capturing property details, inventory management, advertising properties, collecting payments, handling contracts, etc. We are not looking for existing housing management products.
Latest start date Thursday 30 August 2018
Expected contract length 2 years
Location North East England
Organisation the work is for Thirteen Housing Group Limited
Budget range Upto £600,000 design, develop and build. Upto £300,000 maintain and manage thereafter (estimated depending on the solution)

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done Development, integration, testing and deployment work
Problem to be solved "We want to put in a place a digital service to modernise the way that we provide housing and related services across the North East of England. This is part of Thirteen's corporate strategy and must support our omni-channel approach to customer and tenant engagement.

The delivery partner will be required to conduct sufficient Discovery and then to develop Alpha and Beta product(s) to meet the needs of Customers, Tenants, Thirteen Users and Landlords."
Who the users are and what they need to do "Customers/ Tenant: As a customer I need the ability to search, find and apply for housing and services easily. As a tenant I need the ability to manage my account, make payments, track orders/requests and sign up/for elements on line. This will enable modern and effective service delivery.

Colleagues - the ability to have a realtime view of all the above and act on the customer and tenants behalf to transact these elements; to be able to capture and update property details and create advertisements for properties. This will make their work more efficient and provide leading edge services."
Early market engagement Not applicable
Any work that’s already been done "We have undertaken a proof of concept that has supported us in identifying what we need from the service and can share that with the successful supplier to feed into the Discovery aspect of the work.

However, for the tendering exercise we will be looking for potential suppliers to show us their creativity and ideas."
Existing team The successful supplier will be working with business users (business development, neighbourhoods, customer experience, repairs and investment, customer support services, home sales) as well as the internal Information, Data and Technology and Business Improvement and Influencing Teams
Current phase Discovery

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place Thirteen Housing Group Ltd, Northshore, North Shore Road, Stockton on Tees TS18 2NB and Hudson Quay, Windward Way, Middlesbrough TS3 6RTand the suppliers site(s)
Working arrangements The team are required to flex between remote and on-site working. The project will follow the digital service manual and our code of practice using agile methodology: stand-ups, sprint planning, sprints, demos, retrospectives, show and tells, etc. The quoted price must be a capped and final value. Any expenses must be included.
Security clearance Baseline Personnel Security Standard clearance will be required for all personnel working on site. The current clearance level of named team embers shall be provided in written proposal. If you don't currently have the security clearance you need, you may need to organise security clearance.

Additional information

Additional information
Opportunity attribute name Opportunity attribute value
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.

Skills and experience
Opportunity attribute name Opportunity attribute value
Essential skills and experience
  • Able to start design and development from the 1st August 2018 (2%)
  • Demonstrate expertise in taking a project from Inception through to Live. (2%)
  • Demonstrate expertise in providing skills across the full digital analysis and development lifecycle (business analyst / user researcher, product owner, delivery manager, developers / engineers, service management (2%)
  • Demonstrate expertise in being able to quickly understand the market in which we work and the key Users. (6%)
  • Demonstrate expertise in developing Themes, Epics and User Stories and developing long term Product Strategy and Roadmaps (2%)
  • Demonstrate expertise in delivering complex integrations with existing / legacy systems (6%)
  • Demonstrate expertise in handling data from multiple sources and building detailed and comprehensive data structures to handle complex business scenarios (6%)
  • Demonstrate expertise in developing both point and platform solutions and moving from a point solution to a platform-based solution (6%)
  • Demonstrate expertise in supporting secure, business critical applications in live service (6%)
Nice-to-have skills and experience
  • The supplier should give examples of where they have applied agile practice and methodology to ensure timely delivery according to an agreed plan. (2%)
  • The supplier should confirm that their resources could work as a mixed disciplined team with both on-site and off-site working as required. (2%)
  • Demonstrate their knowledge of the public sector through direct experience with public sector clients (2%)

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 5
Proposal criteria
  • Relevance of proposed technical solution (3%)
  • Demonstrate an agile working environment (2%)
  • Estimated timeframes: proposed programme for alpha, beta and live phases (2%)
  • How the suppliers technical solution will allow new digital services to be added easily with reduced implementation effort (6%)
  • Relevance of identified risks and proposals for mitigating against them (2%)
  • Suitable on-boarding plan (2%)
  • Ability to operate the service and to scale the solution with the demands of an increasing customer base (4%)
Cultural fit criteria
  • Demonstrate your approach to engaging with internal senior stakeholders undergoing cultural change and how this will support project success.(3%)
  • Demonstrate how you will work transparently, collaboratively and share your approach with the project team and seek actionable feedback (3%)
  • Demonstrate how you will take responsibility to challenge the status quo and stand up for your discipline whilst involving staff and customers (3%)
  • Provide evidence of working with government department, agencies and/or public bodies (3%)
  • Provide evidence of how you work with clients with different levels of technical expertise including customers (3%)
  • Provide evidence of how you work with clients with different levels of technical expertise including customers (3%)
Payment approach Capped time and materials
Assessment methods
  • Written proposal
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence

65%

Cultural fit

15%

Price

20%

Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. There are two different start dates mentioned - 1st Aug and 30th Aug. Which is correct? (The latter seems more realistic) Apologies the correct answer is 30th August 2018
2. Are you looking for one supplier to provide a complete lifecycle solution or would you consider two? We are a specialist software testing company who have worked with Public Sector organisations including Housing Trusts. Would you accept a bid for Testing and QA services In terms of suppliers we would prefer to work with one prime contractor. If organisations wish to partner to achieve the outcomes that is acceptable but the submission must cover the whole lifecycle and indicate how the whole outcome would be achieved
3. Under 'work that has already been done' you state "We have undertaken a proof of concept that has supported us in identifying what we need from the service and can share that with the successful supplier to feed into the Discovery aspect of the work." Did this work involve an external supplier? Yes – the proof of concept involved an external supplier
4. which housing management system do you use? eg Orchard? Yes, we use Orchard for our housing management system
5. Do you require a 100 word response for question one re. start date? No – we do not require a 100 word response for question one. An answer that indicates when a supplier can start will suffice and should be considered in line with the information provided
6. Do you have a particular idea of how you see the onsite/offsite balance working, or are you open to suggestions from suppliers? We’re open to suggestion on the way the onsite/offsite balance works – the vital component is the delivery of the outcome
7. Do you have any tech stack preference, are you open to suggestions by suppliers? No we do not have any preference – we are open to suggestions although suppliers will need to take note of the brief and the dynamics of who the platform will need to serve in their response
8. Are you looking to extend the work done during the PoC into an Alpha, or start with a clean sheet in producing a deployable solution? We are envisaging starting with a clean sheet in producing a deployable solution
9. Is there a separate budget assigned to infrastructure? We'd anticipate your team having full 'ownership' of infrastructure accounts, whilst we have access to implement and manage The proposed budget within the notice is the total budget available to cover all elements of a deployable solution. From the notice this is up to £600,000 design, develop and build and up to £300,000 maintain and manage thereafter. How a provider wishes to propose the solution is up to them but all elements of their solution to meet the outcome will need to be delivered within the proposed budgets.
10. Can you please confirm if you anticipated budget also should include software/user licensing for any prospective platform and also please confirm the anticipated internal user count that would be dealing with inquiries? Best Regards We’d expect the budgets to cover software and user licensing. The internal user account – for the sake of clarity staff, is envisaged at this stage to be in the region of up to 500 people
11. Can you provide some insight as to the key 'legacy' systems the proposed solution may need to integrate with, please? The legacy systems that may need to be integrated with cover, but are not limited to

Orchard Housing – Housing Management Solution
Open Accounts - Financial Management Solution
Promaster - Asset Management System
Uniclass - Repairs Management System
DRS - Scheduling Solution
Job Manager - Repairs Mobile Solution
Documotive - Electronic Document Management Solution
InForm – Care & Support Solution
ITrent – HR & Payroll Management Solution
Office 365
Power BI – Data Warehouse & Dashboard / Report Management Solution
Mobysoft – rent accounting solution
12. Was the 'Proof of Concept' created by an internal team or a 3rd party supplier? If it's the latter, can you share the name of the supplier for transparency, please? was a 3rd Party Supplier. The supplier was Saadian Technologies
13. Is there a view to creating usable, intuitive front-of-house solutions to sit in front of existing 'legacy' systems? Rather than producing whole systems from the ground up, with the need to migrate vast amounts of data. To a degree – the view is that this would be an umbrella approach for the front-of-house experience. Legacy systems will continue to operate although there will be elements where the front-of-house solution may replace current functionality. This will also be where integration discussions are required and it may be that there are areas of data migration required to deliver the outcome
14. please can you confirm your expectations for on-site working? We’re open to suggestion on the way the onsite/offsite balance works – the vital component is the delivery of the outcome
15. What activities did you undertake to inform and produce this proof of concept? We undertook internal discussions and visioning events and had a dialogue with the supplier about what we wanted to achieve.
16. The delivery partner will be required to conduct sufficient Discovery and then to develop Alpha and Beta product(s) to meet the needs of Customers, Tenants, Thirteen Users and Landlords.” You do not mention full product development and roll-out, but we assume that the Beta will effectively be the go-live phase. Is that correct or do you plan a subsequent phase? Can you please clarify? Yes that is correct we envisage being Beta effectively being full go-live. We are not envisaging any subsequent phases at this stage
17. In the tender notice, you state that you would like suppliers to display their creativity and ideas. How much creative are you expecting as part of this tendering process? Can you confirm how much weighting this carries in the evaluation criteria? The level of creativity can be determined by the suppliers. Our vision is articulated in the notice and we are open to suggestions. The criteria for evaluation are in the notice
18. How will the new platform support the corporate strategy of Thirteen housing? Are you able to supply this strategy? The platform is central to the delivery of the corporate strategy. The strategy is available here https://www.thirteengroup.co.uk/page/vision-and-values
19. What are the key dates for this procurement process? (Informing successful suppliers at each phase, proposal submission date, likely dates for presentations We are awaiting response to the initial notice before firming up dates. We are hoping to complete the exercise by the end of August so it is envisaged at this stage that submission dates will likely be around the 24th of August with interviews w/c 27th August
20. Are you able to share details on your requirements for the proposal such as structure and word limit? We are not envisaging being overly prescriptive on the proposal as we want to get a flavour for how the suppliers proposes delivering the solution and working with us. The criteria is included in the notice and suppliers will have to consider this in their responses which articulate how the outcome will be delivered
21. In terms of existing systems, can you please state what you currently use for; 1. CRM (eg do you have Dynamics or Salesforce etc licences?). 2. Customer Services – eg some dedicated customer services system/Dynamics/CRM/Salesforce etc? 3. Do you have one Case Management solution (if so what?), or do you use the various facilities in other applications and email etc? The legacy systems that may need to be integrated with cover, but are not limited to

Orchard Housing – Housing Management Solution
Open Accounts - Financial Management Solution
Promaster - Asset Management System
Uniclass - Repairs Management System
DRS - Scheduling Solution
Job Manager - Repairs Mobile Solution
Documotive - Electronic Document Management Solution
InForm – Care & Support Solution
ITrent – HR & Payroll Management Solution
Office 365
Power BI – Data Warehouse & Dashboard / Report Management Solution
Mobysoft – rent accounting solution
22. Which of the legacy applications are you considering migrating into the new platform? rather than integrating via API's? All of the legacy systems that are mentioned have a role to play in the future world. We will be working through with the supplier and the business to determine the best overall approach
23. Please can you clarify the weighting of the initial questions as the current percentages don't equal 100%. The cultural fit should be 15% apologies below revised 3 questions now 2%

Demonstrate how you will take responsibility to challenge the status quo and stand up for your discipline whilst involving staff and customers (2%)
Provide evidence of working with government department, agencies and/or public bodies (2%)
Provide evidence of how you work with clients with different levels of technical expertise including customers (2%)
24. Are you able to share the proof of concept with us? Due to commercial reasons we are not able to share the proof of concept. The proof of concept focussed initially on the following areas:

1) Using our market facing team properties and customers
2) Looks at the initial customer acquisition piece (the wide funnel where we start collecting customer information)
3) Looks at the searching for properties piece (including viewing and applying). We currently advertise across a number of sites in a number of ways as you will see from our website and associated places
25. Are you able to share the proof of concept with us?

(2nd part response to this question due to limited word count)
4) Looks at the digital tenancy sign up piece. (i.e. once someone has agreed to the property they sign on-line for the paperwork)
5) Encompasses all of this in a third party cloud based hosting environment. we want parts of the service to be accessible by customers and staff alike as it will be one way of working irrelevant of your point of origin.
6) Comes with an end user compute solution as well (will need to be touch screen enabled so tenancy agreements can be signed digitally. Likely to be three staff in the initial pilot)
26. Proof of Concept

(3rd part response due to limited word count)
7) Has a degree of messaging between other inherent systems within the Thirteen ICT profile (such as but not limited to Orchard). The full linkages will be designed through the build but from an initial conceptual point of view we are envisaging using an API approach
27. Regarding your internal team and project resources. Can you please say how many people you have in the following areas? 1. Developers. 2. Service Designers. 3. User Researchers. How many might be made available to support this project? The internal IDT team is made up of 5 workstreams, Data Warehouse = 4 staff, Data Structure = 3 Staff, Cyber Security = 3 Staff, Business Solutions including business as usual support = 12 staff and Network, Infrastructure & Mobile including business as usual support = 15 staff. Not all of this resource will be aligned to the project. This along with business improvement team resource will be determine once Thirteen better understands the successful suppliers proposal
28. What are the general skills/technology areas of expertise of your development team? The internal IDT team is made up of 5 workstreams, Data Warehouse = 4 staff, Data Structure = 3 Staff, Cyber Security = 3 Staff, Business Solutions including business as usual support = 12 staff and Network, Infrastructure & Mobile including business as usual support = 15 staff. Not all of this resource will be aligned to the project. This along with business improvement team resource will be determine once Thirteen better understands the successful suppliers proposal.