Milton Keynes Council

Transcription

1 ANNEX A TO ITEM 5 Public Access Programme Milton Keynes Council Digital Platform Specification

2 Version Control: Revisions History Revision date Summary of Changes Version 04/06/15 Draft Version Ratesh Sharma 0.1 Approvals This document requires the following approvals: Name Date of Approval Version Digital Platform Project Board Distribution This document has been issued to: Name Date of Issue Version Digital Platform Project Board GCloud shortlisted suppliers

3 1. Background: Milton Keynes Council currently has a digital platform comprising of approximately 45 web forms which enables both citizens and employees to log requests through web based portals. The Council has implemented integrations from its existing digital platform to a number of back office IT systems providing a two way information exchange of transactional data. Customers are kept updated of their transactions through regular automated updates and service areas are able to monitor transactional trends and operational performance through a suite of reporting tools. The Council is seeking to create significant improvements in its digital platform for online services in order to drive transformational change within the Council and improve efficiencies in service delivery to internal and external stakeholders. The current technological landscape is being reviewed and the council is seeking to refresh the current solution for the digital platform to meet key strategic outcomes and enable future services to be offered online. The Council s approach is to enable web based service transactions that interact with the Council s back office systems without a need for any staff intervention. In this way the Council can make services available at any time, raise customer satisfaction with transactions being completed as a single process and provide customers with regular updates to their requests through automated notifications. The Council has recognised that channel shift is a key contributor to achieving more cost effective services whilst continuing to deliver a quality service to our customers. The improved digital platform that the Council adopts must promote rapid and sustainable channel shift by customers towards self-service. The purpose of this document is to outline the objectives and specification of functionality that is required from a digital platform for Milton Keynes Council.

4 2. Aims and objectives The Council s aims for a digital platform are: Improving customer access to services. We want to make it easier for our citizens to access the services they need. We want citizens to be able to do this at a time, in a place and in a way that is most convenient for them. The digital platform will be the key technological enabler of this transformation. Improving customer satisfaction with services. The improved convenience of accessing services on line services coupled with the extended range of different customer needs that can be met will improve customer satisfaction with the council. Reducing the costs of service delivery. The power and flexibility of the digital platform will make it easy the council to integrate new services and enable on line access for citizens. This will lead to a decline in demand for the traditional and labour intensive telephone, and face to face delivery channels. The Council s objectives for a digital platform are: Infrastructure. Modernising the Council IT infrastructure by improving systems integration and rationalising the applications portfolio. Web Forms. Improving the web forms capabilities by analysing and improving the current online processes as well as introducing new ones. Web Site. Ensuring effective interoperability between the services hosted on the digital platform and the information/advice services available through the Council s web site. On line account access. Allowing citizens to view accounts held with the Council via their portal account (for example; council tax, housing rent etc.) Single sign on. Providing citizens with seamless access to any on line accounts and services that they receive from the council. Status Tracking. Enabling citizens to view status of enquiries/requests logged through the platform at any time and keeping citizens automatically updated about changes to status. Customer Relationship Management. Providing Council employees (Contact Centre) with a customer management system to record and track transactions with customers. Mobile Working. Enhancing the service offering through better use of technology through mobile working and mobile applications. Reporting. Enabling different levels of reporting access to different citizens depending upon their needs and responsibilities. Whist the majority of citizens will only need to report the status of requests relating to themselves, others with wider community leadership responsibilities have more sophisticated reporting needs. For example a councillor will need to be able to get reports on the status of all the environmental incidents logged within their Ward.

5 3. Digital Platform Specification Guidance The following table indicates the high level requirements: Requirement Business Requirements: Customer Portal Summary Customer self-serve access to online services, information, advice through the use of web forms and features offered to support Customer accounts ; so that Customers can request services and view personalised information such as their Council Tax payment history and tenancy records etc. Business Requirements: Employee Access Customer Relationship Management (CRM) features offered by the solution for the Contact Centre to manage requests from face to face, and telephony channels. Technical Forms design, workflows and integration capabilities Reporting Types of reports that can be derived from the system to report on: Operational issues to help to manage day to day customer issues Strategic customer services trends that can help inform decision makers. Support and Maintenance Supplier support arrangements and internal support and diagnostics processes to proactively monitor and support system activities References and Pricing Local authority market presence and pricing model The council has conducted a review of supplier s solutions offering via the GCloud Framework against its own specification of requirements and your system has been shortlisted as a potential solution that matches the Council s requirements. The Council has indicated key areas of the specification which they would like clarified by the supplier to further assess the solution viability for Milton Keynes Council Please, review the attached specification indicating whether your digital platform solution is compliant with the requirements and by further expanding on how your solution meets the requirements that are marked as supplier to clarify by providing a descriptive and/or screen shots.

6 4. Digital Platform Requirements Supplier clarification against Milton Keynes Council s requirements Please refer to attached file named Section 4 - Digital Platform Requirements v1.0.docx

7 5. Integration Capabilities: Line of Business Systems Below is a list of key IT systems used by Milton Keynes Council. Please indicate if your solution currently has an integration/interface to these systems. As part of the initial phase of development the minimum requirement for implementation for specific systems has been indicated below as Phase 1 to allow suppliers to provide costs for managing the development and integration on behalf of the council. System Name Supplier Purpose Does your solution currently have an integration to this system Y/ N if Y please indicate type of integration and a Local Authority reference who has integrated to your solution Phase 1? SAP (v7.3) SAP Payroll, General Ledger, HR, Budget Management etc. Information@Work (v4.81) Northgate Records Management EMS One; Capita (v3.55) Capita Education Systems Housing Management (v6.8) Northgate Housing services Yes Revenues and Benefits (6.11) Northgate Council Tax and Benefits Yes Landlords Portal (R+B) Northgate Council Tax and Benefits App(flare) (v8.2.1) Confirm; Pitney Bowes LLPG Symphony Civica Pitney Bowes Aligned Assets Regulatory services (Env Health, Trading Standards, Taxi Licensing) Highways/Landscapes / Street Lighting Local Land and Property Gazetteer address control, managing properties IShare Astun Web Mapping / GIS Yes Uniform (v ) IDOX Planning/Building control system ICS Liquid Logic Children s Social Care Frameworki Core Logic Adult Social Care ICON (v14.2) Civica Payments(PaylinkXML) Yes Spydus Civica Library s Whitespace / Street-smart Serco Waste Management Yes Yes Yes Yes Integration costs

8 6. Integration Capabilities: 3 rd Party IT systems Please detail a list of IT systems that are not specified in Section 5 that you have achieved integrations to within your solution: System Name Supplier Please indicate type of integration and a Local Authority reference who has integrated to your solution

9 6. Pricing & Scoring Criteria 6.1 Pricing Please provide costs for your digital platform based on the below: Employee Access - Contact centre: (approximaley30 users but the solution should be scalable and not limited to only contact centre agents) Customer Account/Self-Serve Off-site hosted architecture (managed by supplier) Setup costs Training (IT and Business users) Licencing / Annual Maintenance and upgrades In additional to the pricing above please also provide total costs for managing the implementation for integration from the digital platform to the back office systems named in section 5 (indicated as Yes in Phase 1 column) 6.2 Scoring Criteria The scoring criteria the council will be using for the direct award will be based on the GCloud Framework with MKC % weighting applied to each criteria: Criteria Number Direct Award Criteria MKC Weighting % 1 Whole life cost: Cost effectiveness; price and running costs 50 2 Technical merit & functional fit: coverage, network capacity and performance as specified in relevant service levels 30 3 After sales service management: help desk, account management function and assurance of supply of a range of services 10 4 Non-functional characteristics 10

10 Public Access Programme Digital Platform Specification ` Milton Keynes Council Civic offices 1 Saxon Gate East Central Milton Keynes MK9 3EJ