Awarded to Parity Consultancy Services Ltd

Start date: Monday 3 December 2018
Value: £16,800
Company size: SME
Electoral Commission

CRM Dynamics support

7 Incomplete applications

5 SME, 2 large

13 Completed applications

9 SME, 4 large

Important dates

Published
Monday 6 August 2018
Deadline for asking questions
Monday 13 August 2018 at 11:59pm GMT
Closing date for applications
Monday 20 August 2018 at 11:59pm GMT

Overview

Summary of the work
We are looking for a support provider for our on premise MS Dyanmics 11 CRM. This includes an SLA for managing support calls from our technical team
Latest start date
Friday 24 August 2018
Expected contract length
Rolling 12 months
Location
No specific location, eg they can work remotely
Organisation the work is for
Electoral Commission
Budget range
We are happy to consider proposals based an a pre paying for a bulk number of support days on a rolling basis or proposals based on a set cost for a 12 month period based on assumed levels of support. Current support usage averages 2.5 days per month

About the work

Why the work is being done
We are looking for an ongoing support contract to provide second and third line support for CRM Dynamics 11 on premise. We have plans to upgrade to later versions of Dynamics which we would need support to deliver.
Problem to be solved
On going support and troubleshooting
Who the users are and what they need to do
As a member of Commission staff, I need to record and locate details of contact with stakeholders and regulated entities so that we can provide excellent support to those stakeholders and regulated entities
Early market engagement
Early market enagagement with suppliers of other support contracts to scope requirements.
Any work that’s already been done
There has been an existing support contract in place. This service is being withdrawn, relevant documentation will be provided by the previous support organisation.
Existing team
We have a CRM specialist within the ICT team to provide first line user support. This support contract will deal directly with this specialist and focus on back end development work.
Current phase
Live

Work setup

Address where the work will take place
Support can be provided remotely. The Commission has offices in London, Edinburgh, Cardiff and Belfast. The ICT team is based in the London office
Working arrangements
We would want to have face to face kick off meeting and subsequently meet (in person or virtually) on a quarterly basis. Support calls are demand led by business need
Security clearance
Baseline security checks

Additional information

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.

Essential skills and experience
  • Experience supporting MS Dynamics CRM 11
  • Experience supporting MS Dynamics upgrades
  • Experience providing support remotely
  • Experience providing support toa technical team
Nice-to-have skills and experience
  • Experience of working with small teams
  • Experience of working with public sector clients

How suppliers will be evaluated

How many suppliers to evaluate
5
Proposal criteria
  • Technical expertise
  • Approach and customer service
  • Team structure
  • Value for money
Cultural fit criteria
  • Work as a team with our organisation and other suppliers
  • Be transparent and collaborative when making decisions
  • Take responsibility for their work
  • Share knowledge and experience with other team members
  • Challenge the status quo
  • Can work with clients with low technical expertise
  • Have a no-blame culture and encourage people to learn from their mistakes
Payment approach
Fixed price
Assessment methods
  • Written proposal
  • Case study
  • Work history
  • Reference
Evaluation weighting

Technical competence

60%

Cultural fit

10%

Price

30%

Questions asked by suppliers

1. Is the MS CRM On-Premise db hosted on Azure or locally?
MS CRM is on-premise and the database hosted locally.
2. How is the Email configuration currently done in MS CRM? Email router, Outlook client, Server-side-sync? And is there any plans to change the current email configuration to a different one post upgrade?
Email configuration is currently configured using the email router. We do not have any specific plans to change this, however we are open to consider this as part of the upgrade. Please note this tender is for a support contract which may include support for our upgrade, not for a specific upgrade project.
3. Does any third party solution exist? If Yes, what are those like ClickDimensions, RibbonWorkBench, OrgDbTool, etc.
The only one is Scribe which pushes data to CRM to link with a bespoke web based application PEF Online
4. How many Custom Entities at present? How many Configured System Workflows at present? How many Custom Workflow Activities at present? How many Custom Plugins at present? How many Javascripts at present? How many Global Option Sets at present? How many Configured Business Process Flows at present? How many Dialogs & Custom Actions at present?
Our current system has 128 entities in total, 121 of these are customizable and 34 are custom.
120 Customizable workflows.
8 Custom Plugins
32 Javascripts in Web resources
25 Global Option Sets in total (1 is custom and 7 are customizable)
120 workflows
5. Are there any existing integrations with MS CRM? like CTI integration, ERP integration, SharePoint integration, etc. If yes, how many and some small technical description about those.
There are three points of integration:

1. SharePoint 2010 on premise integration – document sets associated with contacts and organisations
2. Cirrus integration – call handling software that is integrated using a third party tool FelineSoft.
3. Scribe Integration (this is an ETL application which pushes data to CRM) to link with a bespoke web based application PEF Online
6. Is Electoral Commission already aware of the MS CRM Upgrade process? If Yes, which option of upgrade is chosen? "Side by Side" or "In-Place Upgrade"? Or does Electoral Commission need total help on suggesting the ways and best practices over Upgrade process?
Side by side integration is being considered. But we are open to new suggestions and best practises.
7. To what version existing MS CRM 2011 will be upgraded to? e.g. MS CRM 2016 or D365.
Most likely MS CRM 2016. But we are open to new suggestions and best practises.
8. Can we get few examples of the Top Support/Call Generator topics w.r.t. MS CRM 2011 the existing support team is handling?
Common issues where we call on support include are problems with viewing, uploading and sharing files from CRM.
9. What is the setup for their current authentication system in MS CRM? Windows Authentication, Claims-based authentication: internal access, Claims-based authentication: external access, Claims-based authentication: internal and external access? And is there any plans to change the current configuration to a different one post upgrade?
We currently use Windows Authentication. We have no current plans to change this as part of the upgrade.
10. What are the main OOB entities client has customized most?
Contacts, Organizations, Cases and workflows
11. How much is the MS CRM Organization db size? would help to understand the scope of work during data migration included in the Upgrade process.
71GB
12. Is 24x7 support needed?
Our preference is for 24x7 support. The majority of our support calls will be during business hours. During periods of peak activity for the Commission, for example during election periods, we may require longer hours of support.
13. We believe that Microsoft Dynamics CRM 2011 is no longer supported by Microsoft. Have you entered into any arrangement with Microsoft to extend to support of the platform?
No we do not have an arrangement with Microsoft to extend to support of the platform
14. Is there an incumbent supplier in place? If so, will they be available to provide some form of handover?
Current support if provided by Hitachi Consulting. They are preparing documentation as part of the handover.
15. Can you please provide details of user numbers?
All of our staff have access to the platform (approx.. 140 users).
16. Please could you advise what budget has been agreed for this contract?” or words to that effect.
The current support contract costs between £13,500 and £18,500 pa depending on the number of support days required
17. Regarding the opportunity description, the section titled ‘How suppliers will be evaluated’ The assessment methods and criteria mention many things that we don’t seem able to provide via the application questions being asked. Is this because there will be a 2nd stage application to pride these details after acceptance of the initial application?
There is only one stage of application for this tender. We expect your application to reflect the criteria stated in the tender
18. With regards to the "Experience of working with small teams", is that working internally within a small team or working with a small team within the client?
We were referring to working with a small client team.