Customer Experience Platform

We are inviting expressions of interest to explore options to achieve the Council’s ambitions to develop, create and implement a customer experience platform. Both Council plans outline a strategic objective to deliver services for residents, businesses and communities that are innovative, efficient and easy to use against a backdrop of reduced funding and tougher economical times. An improved customer offer enabled by digital technology can have a direct impact on our ability to reduce operating costs to serve our customers, absorb growing demand within existing resources and enable greater efficiencies from understanding the end-to-end customer journey whilst enabling customers to interact with us in modern and efficient ways that are convenient to them.

• Easy to access services for all, as and when our customers need them
• Increase in the first point of contact resolution
• Keep the customer informed to reduce avoidable demand• Improve internal workflow and case management

This Prior Information Notice (PIN) is inviting expressions of interest to explore potential procurement and delivery options alongside technical architecture design models to achieve the Councils ambitions and vision for improving customer experience. The Councils recognise that customer expectations and demands for seamless, efficient services are increasing , but due to the vast array of services offered by local authorities , this has led to disjointed, siloed customer entry points, reduced ability to extract customer insight, inefficient workflow practices, time delays and multiple hand-offs. These elements combined impact the efficiency and cost of operation, as well as the customer experience and interoperability of our technological architecture. The Councils have set themselves an ambition to improve customer experience and have set out to achieve the following as part of this programme of work: Objectives• To create easy to access services for all • To increase first point of contact resolution and keep the customer informed throughout • To use data and insight to benefit the way we work and our customers • To improve internal workflows and case management The Councils are looking to implement a seamless architecture with a customer experience platform, integrations, forms and CMS . We have some outline assumptions relating to the future of our technical architecture (see below) and we are seeking views relating to these assumptions from the market. The Councils intend to use early market engagement to determine their procurement strategy in terms of whether the deliverability of the requirement ask is better fulfilled by a single partner who can offer all elements of the programme or multiple suppliers to deliver individual elements.We recognise that our platform may / will be made up of more than one technology provided by more than one supplier. We are open to suppliers collaborating but prefer to manage the implementation and ongoing relationship through one lead supplier.Assumptions As part of our current discovery work we have made some assumptions based on our current architecture, for more information about these assumptions and the baseline architecture please contact the email below. The Councils are seeking a broad early market engagement process to identify opportunities for delivering our Customer Experience objectives. Responses from stakeholders within all areas of the customer experience arena are welcomed. In addition to the proposals for the above the Councils are also interested in :-• Charging models and indicative costs for proposed solutions to inform budgetary requirements • View on overall architecture and what can/should be replaced (Our current architecture and assumptions can be provided following receipt of your expression of interest)• Timelines for contract mobilisation / implementationEarly market engagement sessions will take place via Teams with those who have expressed an interest in this opportunity. These individual sessions will be offered on a first come, first served basis and will take place between Monday 1st July – Thursday 4th July. If you are interested in this opportunity and are technically able to support the project, please respond with an EOI to [email protected] including contact details by Tuesday 25th June, 17:00