HM Land Registry (HMLR)

CRM (Customer Relationship Management) and Analytics Expert Discovery Partner

Incomplete applications

12
Incomplete applications
8 SME, 4 large

Completed applications

14
Completed applications
8 SME, 6 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Wednesday 30 January 2019
Deadline for asking questions Wednesday 6 February 2019 at 11:59pm GMT
Closing date for applications Wednesday 13 February 2019 at 11:59pm GMT

Overview

Overview
Opportunity attribute name Opportunity attribute value
Summary of the work Firstly, validate HMLR’s CRM and analytics needs. Present options for delivery, estimated costs and timescales for CRM/Analytics solutions that meet these needs, based on best practice and practical experience of implementing similar solutions. Finally, recommend an optimal CRM/Analytics solution for HMLR and set out the steps necessary to implement this.
Latest start date Monday 18 March 2019
Expected contract length 4 - 6 weeks
Location South West England
Organisation the work is for HM Land Registry (HMLR)
Budget range

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done HMLR will implement a new CRM solution by August 2021 to support delivery of our Customer Strategy.

HMLR are looking for a CRM Partner to undertake approx. 4 – 6 weeks of work to review HMLR’s needs for CRM and Analytics and to present options, estimated costs and timelines for solutions that meet these needs, based on best practice and experience, ideally within similar Government departments (as well as private sector).

The desired outcome is to implement a solution that solves the problems outlined below, meets user needs and to create a single, accurate view of a customer in HMLR.
Problem to be solved HMLR need:
To ‘Listen to the voice of the customer’ by improving our collection and use of customer information.
A single, accurate view of our customers by having information that is joined-up and accessible across the organisation.
To better target customers for products and services marketing.
To assure the identity of our customers for counter fraud and channel management purposes.
To ensure data capture is based on defined and consistent criteria to improve data quality.
Improved analysis to better understand our customers and their behaviours to support account management (and other targeted activity).
Improved management of customer communication preferences.
Who the users are and what they need to do Customer facing teams, operational delivery teams and other key corporate functions as required.
Early market engagement
Any work that’s already been done HMLR undertook a review of its Customer data use and requirements between December 2017 and June 2018. This verified several key problems with the current state of customer data in HMLR and identified a high level, desired future state for customer data, based on extensive user research.
Existing team Business Stakeholders, current project team (most of them based in Plymouth)
Current phase Discovery

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place HM Land Registry - Plymouth Office
Seaton Court, 2 William Prance Road, Plymouth PL6 5WS

HM Land Registry - Croydon Office
Trafalgar House, 1 Bedford Park, Croydon CR0 2AQ

Plymouth Office & and at least a week in Croydon Office with workstream lead, other directors and customer programme.
Working arrangements • Laptops will be supplied but all other equipment needs to be BYO
• Work is expected to be completed onsite in the Plymouth office for the duration of the work with an estimated one week located at the Croydon office with workstream lead and other directors (see above).
Security clearance

Additional information

Additional information
Opportunity attribute name Opportunity attribute value
Additional terms and conditions • The standard terms and conditions (T&Cs) of a DOS framework agreement call-off contract apply.
• Any claim for travel and subsistence will be made in accordance with HMLR’s travel and subsistence policy.
• Travel and Subsistence (T&S) will not be paid for travel to the "home" office which will be Plymouth.
• Weightings will be applied in a 2 Stage process
Stage 1: (shortlisting) will be completed against the Essential Skills and Experience Criteria.
Stage 2: (Evaluation) The weighted evaluation criteria for the Proposal Criteria, Cultural Fit criteria, and Payment Approach criteria will be applied to the shortlisted suppliers.

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
  • Demonstrable experience of implementing or working with multiple CRM solutions from different independent suppliers
  • Demonstrable experience of user needs discovery in the context of customer-facing services (both private sector and cross-government)
  • Demonstrable experience of options evaluation and recommendations reporting
  • Demonstrable ability to hit project deadlines and deliver required quality
  • Demonstrable experience of communicating complex issues using clear and concise language in both written and verbal ways to a variety of audiences and expertise levels
  • Demonstrable experience of working within Agile project environments
  • Demonstrable experience of working with remote virtual teams
  • Credentials & references
Nice-to-have skills and experience

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 5
Proposal criteria
  • Work History, including experience of the essential and nice to have skills and experience detailed in stage 1 - 15%
  • Approach and methodology, including experience of the essential and nice to have skills and experience detailed in stage 1 - 15%
  • Ability and methodology to tackle our problem as set out above - 15%
  • Team structure and resourcing models, including experience of working alongside clients in co-located - integrated teams, together with representative CV’s of key roles - 5%
  • Case studies and references. We will follow up on all references given during evaluation, so contact must be clear - 5%
Cultural fit criteria
  • Experience of implementing CRM solutions in Government and/or Local Authorities
  • Work as a team with our people and suppliers to uphold HMLR values of Assurance, Innovation, Integrity and Professionalism.
  • Ability to challenge the status quo in a constructive manner
  • Adaptable to work with teams with varying ways of working and different work patterns.
  • Be transparent and collaborative when making decisions
  • Share knowledge and experience with other team members to build capability in house
Payment approach Capped time and materials
Assessment methods
  • Written proposal
  • Case study
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence

55%

Cultural fit

10%

Price

35%

Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. Would the supplier who wins this discovery piece be precluded for bidding the implementation work? Wherever possible we would avoid exclusion of tenderers in future opportunities and in order to ensure this we may share the output of this discovery as part of any future procurement exercise if we deem that that is the right step.
2. Are there any CRM/Analytics Products that are already of interest? No, we are seeking a supplier to analyse our needs and recommend a solution that meets our requirements, based on best practice and experience, ideally within similar Government departments (as well as private sector).
3. Are you seeking a Technical (Coding) or Functional (Architect) Consultant We are seeking a supplier to analyse our needs and recommend solutions that meets our requirements, based on best practice and experience, ideally within similar Government departments (as well as private sector).
4. What key problems were identified in the review? The Customer Data review verified the following key issues with the current capture and use of customer data in HMLR:
• We have no single, accurate view of a customer
• Targeting customers accurately is challenging
• Verifying the identity of individuals and organisations accurately is labour intensive
• Our capture of customer data is inconsistent
• Keeping customer data up to date is challenging
• Our administration of customer data needs to be more consistent
• Our understanding of our customers and their behaviours is limited
• Managing customer communication preferences consistently is challenging
5. Was the review in 2017/18 done by an internal team or was an external partner used? This was an internal-led review
6. Is the NHS acceptable as a reference site or does it need to be Govt/LA? Yes, NHS is an acceptable reference.
7. Can the authority please confirm the expectation around responses to the question, “Demonstrable experience of working with remote virtual teams” when the team delivering the work is expected to be on site in Plymouth or Croydon? We have colleagues based in many different offices. While the work is being done in Plymouth, the supplier will be required to work with staff based in other offices virtually.
8. How flexible are you with suppliers spending time on-site? Are you happy to work with a distributed supplier that spends time on-site for key activities? Whilst we understand the importance of being on-site for key Discovery activities in order to yield the best results (eg workshops, some user testing, observational research, steering group sessions, training, etc) we’ve found great success in adopting distributed working practices, which have provided clients with great cost benefits and improved ROI. Our requirement is for the supplier to be based in our Plymouth Office and spend at least a week in the Croydon Office with workstream lead, other directors and customer programme.
9. Do you expect the supplier to create a service blueprint as well as deliver a recommended approach for delivery? No
10. Do you expect the supplier to undertake user research to determine how a CRM can meet the needs of operational areas? No
11. Will Land Registry purchasing teams obtain software licence quotations for this exercise? Potential bidders for this work will not be able to negotiate on Land Registry’s behalf (or in some cases obtain quotes as an agent). No – only rough order magnitude estimates are required for this work
12. What deliverable/outputs are you expecting to be produced from the initial analysis of needs? A supplier walk-through presentation and report.
13. “validate HMLR’s CRM and analytics needs” implies you already have performed your own investigation/discovery sessions – what assets have been created or are we starting from a clean slate? • Assets are likely to include high-level user needs, some business requirements, some business process models.
• HMLR Customer & Business strategies
14. What type of users will we be given access to during this phase, and will their availability be prioritised to meet the timescales of this work? Primary contact will be with the Project Team (in house)
15. The “problem to be solved” outlines the broad capabilities of many CRM systems. Do you have a list of well defined functional and non-functional requirements for the future CRM or will the supplier have to produce these? Functional and Non-functional requirements will be produced at a later stage of the project. We won’t have them during the engagement and don’t expect the successful supplier to produce these. We are looking for a sense-check of our user needs, high level options – “the art of the possible” and recommendations to take forward into the next phase.
16. Will the work include specifying the integration approach between CRM and other Line of Business applications for the operational areas in scope? The work won’t specify details, but suggest options and approaches for potential integration.
17. Are there any security clearance requirements for the delivery team? No security clearance requirements but basic checks will be completed and a signed NDA is required.
18. How did you undertake the review of customer data use and requirements in 2017-2018? Was this conducted in-house or by a supplier? If a supplier, who are then and will they be applying for this opportunity? This was an internal-led review
19. What are the regulatory and compliance requirements. Is HMLR open for Cloud CRM solutions? Yes
20. We understand English is the language in scope for this engagement. Do we envisage users from other regions? No
21. "Demonstrable experience of options evaluation and recommendations reporting" – We understand this is more on to supplier experience on similar engagement. Is our understanding correct? Yes, we are seeking a supplier that can recommend a solution that meets our requirements based on best practice and experience.
22. Do you require supplier staff to hold any particular security clearance for this opportunity? No security clearance requirements but basic checks will be completed and a signed NDA is required
23. What other systems would the CRM/Analytical product need to interface with? Casework systems / Finance systems
24. We understand that this is a consulting engagement to understand the existing landscape, analyse and do a product fitment. Please confirm We are seeking a supplier to analyse our needs and recommend solutions that meets our requirements, based on best practice and experience, ideally within similar Government departments (as well as private sector).
25. Does the authority have any pre-defined ideas on preferred CRM/analytics platforms, consistent with its IT infrastructure? No
26. For the final question, 'Credentials & references' is it your intention to contact references in this shortlisting phase, or will this only happen if a supplier has successfully been shortlisted? Please can you also confirm how many of each you would like? We will only contact references once a supplier has been shortlisted. 3 references would be ideal based upon the other criteria of experience working with government departments/LA.
27. Who from your team will be scoring applications for this opportunity and what positions do they hold? We do not intend to share details of the evaluation panel, they will be individuals supporting the Customer programme
28. Can you please share any information or documentation on your Customer Strategy at this stage? We do not intend to share this at this time, but may be able to share this with the shortlisted suppliers. HMLR’s Business Strategy 2017-2022 defines our targets for the next four years https://www.gov.uk/government/publications/hm-land-registry-business-strategy-2017-to-2022
29. Would it be possible to disclose the budget for this engagement? The budget has not been provided for this work. The evaluation mark of 35% for pricing should be considered by applicants when submitting their proposal.
30. What is the IR35 status of the role? This piece of work will be delivered as a package of work with a clear outcome and defined deliverables which will be agreed and set out in the SOW.
Organisations will be accountable for this in therefore not in scope of IR35
31. Is the day rate inclusive, or exclusive, of VAT? Prices will be supplied at Stage 2 of the assessment and should exclude VAT.
32. What is day rate? We do not intend to stipulate a day rate for this piece of work.
33. Can you host a call with suppliers about this opportunity where we can have a live Q&A and the discussion notes are shared on this tender ad? This has proven helpful on other DM opportunities A Q&A session can be set up for the shortlisted suppliers.
34. Does the authority have an indicative budget in mind for this piece of work? The budget has not been advertised for this work. The evaluation mark of 35% for pricing should be considered by applicants when submitting their proposal.
35. What is the assigned budget for this project? The budget has not been provided for this work. The evaluation mark of 35% for pricing should be considered by applicants when submitting their proposal.
36. Will the work include specifying recommendations on any transformation activities required in the business to support the implementation of CRM? No, please refer to the HMLR Business Strategy

https://www.gov.uk/government/publications/hm-land-registry-business-strategy-2017-to-2022
37. 1. Please can you clarify whether you are looking for a consultancy partner who can define your requirement for a subsequent procurement or for supplier who can both define the requirement and then implement as well?
2. If the later would you need to have a second procurement for the implementation?
We are seeking a supplier to analyse our needs and recommend a Customer Enquiry/Analytics solution that meets these requirements based on best practice and the suppliers practical experience of implementing similar solutions.

We are not procuring for the successful supplier to implement the solution.
38. Following the discovery and selection of a suitable CRM solution, will there be a second phase of this project to tender for a CRM implementation partner? Or will the CRM implementation be carried out by the successful partner in the ‘Digital & Data Programme partner tender’ – https://www.digitalmarketplace.service.gov.uk/digital-outcomes-and-specialists/opportunities/8805 We have not yet determined what the next steps after the discovery will be as the outcome of the discovery will inform those decisions.
39. What CRM are you currently using? This information will be shared with the successful supplier.
40. Can you please share the report and outcomes of the customer data use and requirements review from 2017-2018 at this stage? We do not intend to share this at this time, but may be able to share this with the shortlisted suppliers. HMLR’s Business Strategy 2017-2022 defines our targets for the next four years https://www.gov.uk/government/publications/hm-land-registry-business-strategy-2017-to-2022
41. Would the authority be able to provide a copy of the Customer Strategy mentioned? We do not intend to share this at this time, but may be able to share this with the shortlisted suppliers. HMLR’s Business Strategy 2017-2022 defines our targets for the next four years https://www.gov.uk/government/publications/hm-land-registry-business-strategy-2017-to-2022
42. Would the authority be able to share a copy of the outputs of the review of its customer data use and requirements completed between December 2017 and June 2018? We do not intend to share this at this time, but may be able to share this with the shortlisted suppliers. HMLR’s Business Strategy 2017-2022 defines our targets for the next four years https://www.gov.uk/government/publications/hm-land-registry-business-strategy-2017-to-2022
43. What type of analytics are required? Do you have a current set of dashboards or reports that will need to be replicated as well as new ones? We are looking for an approach to customer enquiry, account management and analytics, across our customer touch points throughout HMLR

We have a small number of current dashboards and reports which we can share at the start of the engagement with the successful supplier.
44. How many people can we bring on-site for this process? This will be up to the supplier as to how many people they estimate they will need to complete the task and also up to their pricing model.
45. Can the authority please confirm how it expects bidders to respond to the final essential skills and experience question marked "Credentials & references"? Are we expected to provide further case studies within the 100 word limit, or can we provide links to external sources of case study information? Suppliers are not expected to complete a response to this field, this is a notification that at stage 2 for the shortlisted suppliers we will be seeking references.
46. Please can you provide details of what the next steps are following this initial application i.e. deadlines for the written proposal/presentation, etc? Shortlisting Thursday 14 – Friday 22rd
Written Proposals and Case Study due – Wednesday 6th March
Supplier Presentations – Potentially Tuesday 12th and/or Wednesday 13th.
47. Is previous Public Sector experience essential? Yes, there is an essential criteria we are looking for demonstrable experience of user needs discovery in the context of customer-facing services (both private sector and cross-government).
48. Your first requirement "Demonstrable experience of implementing or working with multiple CRM solutions from different independent suppliers" effectively excludes all SME providers because typically SMEs align themselves with one technology provider. Is this what you want to achieve? No, our intention is to not exclude SME’s. Our requirement is for a supplier to present options of a solution by analysing our needs based on best practice of implementing similar solutions
49. The Essential skills and experience section includes “Credentials & references”. Given that the standard DOS answers are limited to 100 words, what exactly are you expecting as an answer for this section? Suppliers are not expected to complete a response to this field, this is a notification that at stage 2 we will be seeking references
50. What are the business process available on the HMLR's CRM landscape? Enquiry management and account management processes