TS17003
Supply of an Internally Hosted Contact
Centre Telephony and Multi-Channel
Solution with Associated Services
Council Requirements
Tenderer’s Name: Please insert name of your organisation.
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Contents
1.
Introduction and Background .................................................................................. 4
1.1.
Project Overview ..................................................................................................... 4
1.2.
Contract .................................................................................................................. 5
2.
Business Requirements (30%) ............................................................................... 7
2.1.
Core Functionality ................................................................................................... 7
2.2
Business Administration ....................................................................................... 10
2.2.1
System Users ....................................................................................................... 10
2.2.2
Call Handling ........................................................................................................ 11
2.2.3
Social Media ......................................................................................................... 12
2.2.4
E-mail ................................................................................................................... 12
2.2.5
Web Chat .............................................................................................................. 12
2.3
Multi-Channel Management Information ............................................................... 13
2.3.1
Historical Information and Reporting ..................................................................... 13
2.3.2
Real Time Information .......................................................................................... 15
3.
Technical Requirements (20%) ............................................................................. 17
3.1
Solution Infrastructure Requirements ................................................................... 17
3.1.1
Virtualised Environment ........................................................................................ 17
3.1.2
Solution Architecture ............................................................................................. 17
3.1.3
Telephony Integration ........................................................................................... 18
3.1.4
Solution Scalability ................................................................................................ 19
3.1.5
Resilience ............................................................................................................. 19
3.1.6
Availability and Capacity Management ................................................................. 19
3.1.7
Solution Software .................................................................................................. 20
3.1.8
Database .............................................................................................................. 20
3.1.9
User Accessibility .................................................................................................. 20
3.1.10 Solution Maintenance ........................................................................................... 21
3.1.11 Solution Access .................................................................................................... 21
3.1.12 Accessibility Standards ......................................................................................... 22
3.1.13 Web Standards and Branding ............................................................................... 22
3.1.14 Quality of Code Base ............................................................................................ 22
3.2
Solution Security and Audit Requirements ........................................................... 23
3.2.1
Security Policies and Standards ........................................................................... 23
3.2.2
Passwords ............................................................................................................ 24
3.2.3
Encryption ............................................................................................................. 24
3.2.4
Digital Preservation ............................................................................................... 25
3.2.5
PECR .................................................................................................................... 25
3.2.6
Authentication ....................................................................................................... 26
3.2.7
PSN Connection Compliance ............................................................................... 26
3.2.8
Audit Trail.............................................................................................................. 26
3.2.9
System Clock Synchronisation ............................................................................. 27
3.2.10 User Awareness ................................................................................................... 27
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3.2.11 Integration with the Council’s E-Payments System ............................................... 27
3.2.12 Council Solution’s Access ..................................................................................... 28
4
Delivery Requirements (5%) ................................................................................. 29
4.1
Implementation ..................................................................................................... 29
4.1.1
Timeframe for Implementation .............................................................................. 29
4.1.2
System Configuration ........................................................................................... 29
4.1.3
Acceptance Testing .............................................................................................. 29
4.1.4
Payment Milestones ............................................................................................. 30
4.2
Training ................................................................................................................. 30
4.2.1 Training Requirements ........................................................................................ 31
4.2.2 Training Media and Materials .............................................................................. 31
4.2.3 On-going Training ................................................................................................ 31
5
Service Levels and Contract Management (5%) ................................................... 33
5.1
Technical Support ................................................................................................. 33
5.1.1
Product Development Roadmap ........................................................................... 33
5.1.2
Licensing .............................................................................................................. 33
5.1.3
Solution Upgrades and Changes .......................................................................... 34
5.1.4
On-going Technical Support ................................................................................. 35
5.2
Contract Management .......................................................................................... 36
5.1.5
Non-technical Support for Implementation and Account Management ................. 36
5.1.6
Review Meetings .................................................................................................. 37
5.1.7
Annual System Health Check ............................................................................... 38
5.1.8
Management Information ...................................................................................... 38
5.1.9
Exit Plan ............................................................................................................... 39
5.1.10 Social Value .......................................................................................................... 39
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1.
Introduction and Background
1.1.
Project Overview
1.1.1
Derbyshire County Council
The Council is represented by 64 elected members who are elected every 4 years.
Elected members are democratically accountable to residents who live in their
electoral division.
The Chief Executive and the Strategic Directors of each department form the
senior management team; responsible for delivering a variety of services to the
local community across the county of Derbyshire.
The Council departments are:
Chief Executive’s Office;
Corporate Resources;
Adult Care;
Children’s Services; and
Economy, Transport and Communities.
Further information can be found at:
http://www.derbyshire.gov.uk/council/council_works/departments/default.asp
1.1.2
Call Derbyshire
Call Derbyshire is the Council’s main public facing contact centre operating
24/7/365. It has 70 Agent seats and is currently based at Shand House, Darley
Dale. Call Derbyshire answers around 360,000 incoming calls and responds to
50,000 other enquiries (e-mails, web forms, text messages that are converted to
email, paper referrals) per annum. It is recognised as the single point of access for
all new enquiries and utilises multi-skilled call Agents to respond to a wide portfolio
of services; such as adult and children’s social care, highways, library book
renewals, blue badge applications, and school admissions.
Inbound telephone calls to Call Derbyshire are routed through a selected range of
DDI numbers, non-geographic 0845 numbers and the Council’s main telephone
switchboard number; 01629 580000. Calls to the switchboard are filtered by an
auto attendant (currently provided by Mitel), which initially gives the caller the
option to input the required extension number or to be connected to a Call
Derbyshire Agent.
1.1.3
Requirement Overview
The Council requires an internally hosted multi-channel contact centre telephony
and multi-channel Solution with associated services. This will include;
Installation and configuration of the contact centre Solution and
infrastructure;
Training and skills transfer as required to allow the Council to use,
administer, develop and support the Solution; and
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An effective support and maintenance service.
The Council requires that the Solution enables the contact centre to manage and
respond to incoming and outgoing telephone calls and all other customer
Interactions regardless of Channel. There is an increasing number of enquiries
and referrals made by e-mail, Social Media, text message and telephone, and the
provision of a Web Chat module as part of this Solution will further increase the
number of customer Channels available.
As such, the Council requires a Solution that is agile, adaptable and easily
configurable by non IT staff. The Solution is required to:
Provide multi-channel visibility and allow Contact Centre Business
Administrators, and Contact Centre Supervisors, to implement operational
changes without delay; such as giving a particular Call Derbyshire Service or
Channel greater priority due to:
o Demand;
o Customer wait times; or
o Any other unforeseen events;
Be resilient to ensure the continued safe delivery of complex and urgent
social care calls, which are handled by Call Derbyshire 24/7/365; and
Be scalable, so it can be deployed to other areas of the Council if required
and be responsive to changes in demand and functionality.
The Council will also be taking calls on behalf of a number of other local
authorities and Government bodies. These local authorities and Government
bodies will not have access to the Solution; calls will be taken on their behalf by
the Council.
1.1.4
A key objective moving forward is to reduce the number of manually handled
telephone calls and e-mail requests the contact centre processes through the use
of automated self-serve access by telephone and a Web Chat facility; both of
which can help drive channel shift and increase the take-up of digital services
allowing contact centre Agents to focus on the more emotionally demanding,
complex and urgent calls for example; child protection.
1.1.5
The Council has internal ICT resources to support its technical infrastructure. Any
applications or systems procured by the Council need to be compatible with this
infrastructure (see Appendix D – Technical Infrastructure).
1.1.6
The current contract expires October 2017, but extensions are being sought to
enable this procurement to be concluded. The Solution will, therefore, need to be
fully implemented with Go-Live in December 2017 at the latest.
1.2. Contract
1.2.1.
The Council recognises that markets and businesses are changing at an ever-
increasing pace. The requirements detailed in this document are, therefore, the
minimum acceptable to the Council and shall be capable of development where
appropriate and relevant. The Contract will provide the flexibility for the Council to
increase or decrease the number of licensed Users as required.
1.2.2.
The Contract shall be a supply
arrangement for the supply of an internally hosted
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multi-channel contact centre Solution with associated services to
a single
acceptable source of supply for a period of 5 years with options to extend on an
annual basis for up to 3 further years, taking the contract term up to a maximum of
8 years.
1.2.3.
The Contract will not be split into lots as the nature of the requirement is that it
cannot be fragmented. The Council has a single requirement for technical
reasons, efficiencies, seamless integration, Council resource implications and
implementation.
1.2.4.
During the life of the Contract, the Council shall be entitled (but not obligated) to
order additional items or services, which are in line with the on-going maintenance
and upgrading of the requirements detailed in this document. These will be subject
to the provisions relating to pricing in the Contract. Wherever possible such
additional items shall be based on the prices quoted in Appendix A - Price
Schedule.
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2.
Business Requirements (30%)
2.1.
Core Functionality
2.1.1.
The Council requires the Solution to be capable of facilitating and managing
Interactions across multiple Channels including but not limited to;
Person to person voice calls;
Automated telephone services (by voice or keypad) - allowing complete
fulfilment without the need for human intervention by Council officers;
Web Chat;
E-mail; and
Social Media.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.1.2.
The Council requires the Solution to be capable of offering customers alternative
options when the Call Derbyshire Service or Channel they require is unavailable or
may involve a long wait time(anytime from 60 seconds to 5 minutes depending on
the priority of the Service, configurable by the Contact Centre Business
Administrators); including, but not limited to:
Direction to an automated telephone service that can push and pull
information from a back office database/system. For example; a Library
renewal can be completed over the telephone by saying/entering all required
information; and
Call back option for telephone and Web Chat.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.1.3.
The Council requires the Solution to allow multiple role based permissions to
appropriately restrict access to and viewing of Call Derbyshire Service/Channel
/Interactions. For example;
Contact Centre Business Administrators – Highest level of access; ability to
create, edit and amend all areas of the Solution Functionality;
Contact Centre Supervisors - Ability to create, edit and amend selected
Solution information including the management of Agents permissions; and
Agents – ability to view information only required to the individual Agent.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.1.4.
In the event of the contact centre not being operational (for example site
evacuation), it must be possible to remotely instigate an emergency close down of
all services to put the system into Evacuation Mode.
Please explain, using screenshots and diagrams where appropriate, how your
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Solution will meet this requirement.
The score for this requirement may be validated as part of the due diligence
process, please see the Guidance Notes and Instructions to Tender.
Response:
2.1.5.
The Council requires the Solution to be compatible with wireless headsets.
The Council currently utilises the following wireless headsets; Plantronics
CS351N/A, CS351/A, CO52A, CS361N/A. Please explain whether the Solution is
compatible with the identified models listed above and/or list any other alternative
makes/models identified by the Contractor as compatible with the Solution.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.1.6.
The Council requires the Solution to provide Contact Centre Supervisors with the
ability to immediately instigate operational changes without the need for technical
knowledge. For example: amending a call flow so that a Call Derbyshire Service
has increased priority and can be directed to a different Skill Group.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
The score for this requirement may be validated as part of the due diligence
process, please see the Guidance Notes and Instructions to Tender.
Response:
2.1.7.
The Council requires the Solution to provide the Agent with the facility to
demonstrate website navigation to the customer in a Web Chat conversation.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.1.8.
The Council requires the Solution to allow a Web Chat communication to be
transferred to another Agent; wherever the Agent is based.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.1.9.
The Council requires the Solution to require a customer to provide an e-mail
address before a Web Chat conversation can commence.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
The score for this requirement may be validated as part of the due diligence
process, please see the Guidance Notes and Instructions to Tender.
Response:
2.1.10. The Council requires the Solution to provide the customer and the Council with an
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e-mailed transcript of a Web Chat conversation once the Web Chat has ended.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
The score for this requirement may be validated as part of the due diligence
process, please see the Guidance Notes and Instructions to Tender.
Response:
2.1.11. The Council requires the Solution to provide the ability to record customer
Interactions for a period of time defined by Appendix E - Contact Centre’s
Retention Schedule.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.1.12. The Council requires the Solution to allow for the flexibility of conducting multiple
Interactions with different customers at the same time. For example; talking to a
customer over the telephone, whilst also conducting a Web Chat conversation.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.1.13. The Council requires the Solution to provide a feedback mechanism to allow
customers the opportunity to share thoughts about their user experience. For
example, a customer satisfaction survey that is offered at the end of a Web Chat
or following a telephone conversation.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.1.14. The Council requires the Solution to be fully Responsive to provide an
appropriately resized view on mobile devices.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.1.15. The Council requires the Solution to allow Contact Centre Business Administrators
to create, edit and associate information messages with Call Derbyshire Services
and Channels. For example; any information played to either the customer or the
agent can be tailored to suit the nature of that specific Call Derbyshire Service or
Channel; including but not limited to the following;
Welcome messages;
In-queue messages;
Closed messages; and
Whisper messages to advise the agent of the type of call they are about to
receive.
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Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
The score for this requirement may be validated as part of the due diligence
process, please see the Guidance Notes and Instructions to Tender.
Response:
2.2.
Business Administration
2.2.1. System Users
2.2.1.1. The Council requires the Solution to allow Contact Centre Business Administrators
to create and edit Contact Centre Supervisor roles and permissions.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.2.1.2. The Council requires the Solution to allow Contact Centre Supervisors to create
and edit Agent profiles, including but not limited to;
A user ID and PIN or password:
Channel and Call Derbyshire Service membership i.e. the Channel and Call
Derbyshire Service Interactions the Agent will be responding to;
Skill Level the Agent is awarded for handling Interactions based on Channel
or Call Derbyshire Service. The Skill Level might be applied as a numeric
value or as a description. For example the Agent may have only recently
been trained to take adult care calls, so would be assigned a ‘low’ skill rating;
or level 2 where 10 is the highest and 0 is the lowest rating;
Barring – this may, for example, be used to restrict Agents from certain tasks,
such as making outbound calls.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
The score for this requirement may be validated as part of the due diligence
process, please see the Guidance Notes and Instructions to Tender.
Response:
2.2.1.3. The Council requires the Solution to allow Contact Centre Supervisors to create
and edit Agent groups, including but not limited to;
The ability to create a group of Agents who share a common skill. For
example; trained to take children’s call;
Editing of groups. For example, the ability to add and remove Agent
membership in real time without the need for the Agent to log off/on again;
and
Associate groups of Agents with a specific Contact Centre Supervisor. For
example; Helen’s team.
Please explain using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.2.1.4. The Council requires the Solution to allow Contact Centre Business
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Administrators, and Contact Centre Supervisors, to quality monitor customer
Interactions, including but not limited to;
Dial-in and listen to live telephone calls at both an Agent and Call Derbyshire
Service level;
Follow a real time Web Chat conversation involving an Agent and customer;
Join a live telephone or Web Chat conversation to offer support to Agents;
and
Take control of a live telephone or Web Chat conversation from an Agent.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.2.2. Call Handling
2.2.2.1. The Council requires the Solution to be able to allow Contact Centre Business
Administrators to create, and amend, Call Derbyshire Services, including but not
limited to the following;
Life span of Call Derbyshire Service (for example a transport consultation
has a defined end date). The service can be created with a short term start
and end date, or with an indefinite expiry;
Opening times; for example, the contact centre may take calls for some
services 24/7/365 whereas others will have a more defined schedule. Typical
examples include:
o Monday to Friday 8.00am to 5.15pm; and
o Monday to Friday 4.00pm to 9.00am (closed during day time hours
9am to 4pm);
Holiday periods; specifically public and bank holiday dates;
Call routing; rules that can be defined based on CLI or service type (for
example; child protection) allowing calls to be delivered to IVR menus,
(including fully automated services when possible), and defined Skill Groups;
Queue options, for example;
o Maximum number of calls allowed to queue before customer hears the
engaged tone or a call back later message; and
o Queue reduction rules – for example; offering customers the ability to
leave a message that keeps its place in the queue, have the choice to
be redirected to an automated service or request a call back at a time
of their choice;
Create or amend KPIs; for example; target percentage of calls answered in
xxx seconds, abandonment rate percentage, speed of answer; and
Call recording rules; for example, record everything, or record 60% of one
type of Call Derbyshire Service, and 60% of those calls taken by Agent A and
Agent D.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
The score for this requirement may be validated as part of the due diligence
process, please see the Guidance Notes and Instructions to Tender.
Response:
2.2.2.2. The Council requires the Solution allow Contact Centre Business Administrators to
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create, and edit, IVR scripts and be able to publish and associate a new/amended
IVR script with immediate effect.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
The score for this requirement may be validated as part of the due diligence
process, please see the Guidance Notes and Instructions to Tender.
Response:
2.2.3. Social Media
2.2.3.1. The Council requires the Solution to be able to allow Contact Centre Business
Administrators to create and amend rules associated with Social Media enquiries
and responses, including but not limited to the following;
Assign a priority to a Social Media channel (for example Facebook, Twitter)
e.g. if a tweet is considered to be more urgent than another Channel/Call
Derbyshire Service, rules can be set accordingly;
Create defined time periods for service availability, for example; operating
hours for responding, unavailable, times and public and bank holidays;
Alert an Agent/group when a new Interaction has appeared;
Assign to a specific individual/group when required; and
Create KPIs, for example; speed of answer.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.2.4. E-mail
2.2.4.1. The Council requires the Solution to be able to allow Contact Centre Business
Supervisors to create and amend rules associated with incoming email enquiries,
including but not limited to the following;
Assign a priority to an email enquiry based on the email address the enquiry
has been directed to and/or the subject header;
Create defined time periods for service availability, for example operating
hours for responding, unavailable times and public and bank holidays;
Alert an Agent/group when a new email has appeared;
Assign to a specific individual when required; and
Create KPIs for example; speed of answer.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.2.5. Web Chat
2.2.5.1. The Council requires the Solution to allow the Contact Centre Business
Administrators to create and amend Web Chat rules and settings including, but not
limited to the following:
Web Chat opening and closed times;
‘Wait’ time based on Agent availability;
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Multiple Web Chat facilities which can be linked to specific
services/campaigns;
Priority – based on Web Chat topic and other service priority;
Create/edit conversation greeting messages and template replies;
Notification – ‘Queue’ a Web Chat request and/or alert an Agent/group when
a new chat is waiting; and
Create KPI’s for example; speed of answer and time taken.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
The score for this requirement may be validated as part of the due diligence
process, please see the Guidance Notes and Instructions to Tender.
Response:
2.2.5.2. The Council requires the Solution to be able provide the ability to create keyboard
shortcuts so that the Agent can insert standardised text, such as scenarios. For
example; Welcome to Call Derbyshire, you are speaking to xxx Agent, how may I
help?
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.2.5.3. The Council requires the Solution to be able to provide the facility for a disclaimer
to be embedded in the Web Chat conversation.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.3.
Multi-Channel Management Information
2.3.1. Historical Information and Reporting
2.3.1.1. The Council requires the Solution to provide a comprehensive reporting suite that
allows Contact Centre Business Administrators and Contact Centre Supervisors to
create, edit, save and delete both standard and bespoke reports.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
The score for this requirement may be validated as part of the due diligence
process, please see the Guidance Notes and Instructions to Tender.
Response:
2.3.1.2. The Council requires the Solution to be able to report on the following areas for
each Channel and Call Derbyshire Service, including but not limited to the
following;
Type of Interaction;
Total number of Interactions by date and time;
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Channel specific or Call Derbyshire Service specific totals;
Number of messages left;
Common KPIs, including, but not limited to;
o Speed of response (wait times before Interaction is received/opened
by Agent, or call back made in response to a message);
o Handle time (including post Interaction work); and
o Failed responses (for example Calls/chats abandoned).
CLI information;
Outgoing and incoming; and
Numbers dialled.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
The score for this requirement may be validated as part of the due diligence
process, please see the Guidance Notes and Instructions to Tender.
Response:
2.3.1.3. The Council requires the Solution to be able to report on the following areas for
each Agent on each Channel, including but not limited to the following;
Number. of Interactions as an overall total and totalled by Channel/Call
Derbyshire Service;
Type of Interaction for example; Channel, Call Derbyshire Service, inbound,
outbound;
Handle time (total amount of time spent by the Agent to complete the work
required);
Status code reports; for example; amount of time spent talking, post call
work etc.; and
‘Idle time’; for example, comfort break.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.3.1.4. The Council requires the Solution to be able to provide reports in exportable
formats such as XML and CSV.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.3.1.5. The Council requires the Solution to allow Contact Centre Business Administrators
the ability to manipulate and analyse reports, for example; adding filters and
producing graphs.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.3.1.6. The Council requires the Solution to have the ability to include information relating
to Call Derbyshire Services/Channels/Agents that are no longer active, if the time
parameter of a report includes a period of time where there was activity.
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Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.3.1.7. The Council requires the Solution to be able to report on unreturned calls, for
example; where a customer has used a call back facility, but a return call has not
been made.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.3.2. Real Time Information
2.3.2.1. The Council requires the Solution to allow Contact Centre Business Administrators
to create and amend the type and layout of real time management information
including, but not limited to the following:
Number of customer Interactions answered and abandoned; as a total, by
Channel or by Call Derbyshire Service;
Number of customers waiting in the queue (telephone and Web Chat); in total
and by Call Derbyshire Service and Channel;
Number of online Interactions waiting to be viewed, for example; e-mails,
Social Media notifications; in total and by Call Derbyshire Service and
Channel;
Number of customer call backs waiting (where a queue buster option has
been applied and a customer has requested a call back);
Customer wait times by Call Derbyshire Service and Channel; including
longest and average wait times;
Number of Agents logged on, and their status (available, in a call, completing
post call work etc.);
Agent specific information such as: type of Interaction currently being dealt
with, time in current status (for example how long on a call, how long in
unavailable code);
Performance against pre-defined KPIs such as speed of answer,
abandonment rate; and
Grouping of information such as a view of all activity associated with one Call
Derbyshire Service, Channel or Skill Group.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.3.2.2. The Council requires the Solution to allow the Contact Centre Supervisor to be
able to configure the view of the real time information, to include but not be limited
to the following;
Ensuring the User only sees what they have permission to view;
Changes automatically based on pre-defined rules; for example; red for
parameters that have been exceeded and green where there are no
concerns;
User configured information in different colours and fonts to highlight
changing conditions or emphasise critical information; and
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Group specified information together so that it can be displayed to suit
operational preferences. For example, arranging Channel, Call Derbyshire
Service, and Agent information on the screen in a way that best suits the
operational managers.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.3.2.3. The Council requires the Solution to provide Contact Centre Supervisors with the
ability to select the type of information they want to see on their own desktop and
devices based on their permission settings.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
2.3.2.4. The Council requires the Solution to be able to display real time information
(based on User permissions and configured device view) on multiple screens at
the same time; including but not limited to the following:
Operational manager desktop;
Supervisor desktops;
Agent desktop;
Network connected wallboards;
Plasma screen; and
Mobile devices.
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement.
Response:
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3.
Technical Requirements (20%)
3.1
Solution Infrastructure Requirements
3.1.1
Virtualised Environment
The Council requires a Solution, which is fully compatible with its technical
environment as detailed in Appendix D. The Council operates a converged
infrastructure across its two data centres. The converged infrastructure utilises
virtualisation technologies to present business critical systems, with a share of an
optimised pool of network, compute and storage resources from either data centre.
The Council has made considerable investment in its existing core and data centre
network, the storage platform and the server infrastructure and wishes to leverage
as much of this investment without incurring addition expense. The Council uses
Microsoft Windows Server 2012R2 HyperV as the hypervisor, a platform on which
it virtualises the server operating system environment. The Solution should be
sympathetic to this and be able to provide integration with the Council’s virtualised
server infrastructure.
Please state below how your Solution will meet this requirement, and include in
your response:
Whether the Solution is supported in a virtualised infrastructure environment;
Whether the Solution can be implemented on a Microsoft Windows Server
2012R2 HyperV platform;
Details of any customisation, additional requirements or restrictions that
would be applicable;
Technical information describing how this can be achieved;
Details of which SAN or NAS protocols the Solution is compatible with
including FC, FCoE, ISCSI, CIFS, SMB3, NFS and pNFS; and
Any changes required to the Council’s infrastructure to implement the
Solution.
Response:
3.1.2
Solution Architecture
The Council needs to understand how the Solution will operate within its technical
infrastructure, which is predominantly virtualised, (See Appendix D) and requires an
architecture that ensures the Solution is technically robust, protects data integrity
and holds data securely, with no single point of failure, whilst
taking into account the
following:
The Council will require operational use of the Solution 24/7/365;
That reporting should not impact on live operational use; and
Provision of support for the production and any other non-production
environment(s).
The Council requires the Tenderer to provide detail on both the infrastructure and
associated licensing (e.g. the hardware and database licensing) that will be
required for your Solution.
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Please provide a schematic/detailed diagram illustrating the architecture of the
Solution, explaining how you will meet this requirement, include both physical
components and logical components and also include in your response:
Numbers and types of servers required and minimum specification;
Implications of using an in-memory based Solution or equivalents;
Tiers (for example web, application, database, storage etc.);
Protocol information including the types and ports in use;
Any resilience, fault tolerance or redundancy incorporated within the Solution;
Solution permissions required;
Recommended Solution environments, for example; production, test, quality
assurance etc.
Virtualisation options; and
Network requirements, including load balancing.
Please provide the costing of this infrastructure within Appendix A - Price
Schedule (sections e and f), to enable the Council to gain an understanding of the
total cost of ownership for your Solution.
Please Note: The Council will separately source storage and servers through its
own existing ICT supplier contracts.
Response:
3.1.3
Telephony Integration
The Council has made considerable investment in its existing VoIP telephony
solution and wishes to leverage as much of this investment as possible. The
telephony services for the current contact centre are provided by the Council’s
corporate VoIP system, which uses the internal data network to support 7,600 IP
extensions.
The VoIP solution is based on the Mitel MCD V7, operating within the Council’s
virtualised HyperV environment. This is a resilient service, which is spread across
the Council’s two data centres and is connected to the PSTN network via two
independently routed SIP trunks with a current capacity of 340 channels.
The Council requires the Solution to make use of the Mitel VoIP telephony system
to provide the voice communications between the public, Call Derbyshire Agents
and other back office staff, including but not limited to the following;
The ability for contact centre Agents’ to make and receive calls;
The ability to make and receive multiple calls at one time between the
telephony system and Call Centre Agents;
The ability for calls to be transferred to back office telephones;
The ability for calls to be transferred from back office telephones to the
Solution.
Please explain with the use of diagrams how your Solution will meet the above
requirements and connect to and interact with the Council’s telephone system.
Response:
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3.1.4
Solution Scalability
The Council requires the Solution to be scalable in respect of, but not limited to:
Number of Users;
Increase in data volume;
Increase in transactions; and
Performance degradation.
Please explain and demonstrate, using screen shots and diagrams where
appropriate, how your Solution meets this requirement, including in your response:
The anticipated storage requirements for the Solution; and
An approximate forecast of monthly and annual storage growth in gigabytes
(GBs) for a typical implementation for a similar size and scope to this project.
Response:
3.1.5
Resilience
The Mitel system is designed to be resilient across the Council’s two data centres
and will continue to function fully should one data centre become unavailable.
As the Council considers all communication with the public to be of utmost
importance (and to be able to deliver a critical response for services such as
emergency out of hours social care calls) it requires the Solution to be designed in
such a way as to ensure that it is fault tolerant and resilient.
Please explain how your Solution will meet this requirement, and include in your
response:
How the Solution will operate across two data centres; and
How the Solution will continue to function should one data centre become
unavailable.
Response:
3.1.6
Availability and Capacity Management
The Council requires a Solution design to deliver an availability of 99.99%, 365
days per year, 7 days per week excluding agreed scheduled maintenance. Any
sizing must take into consideration the minimum life of the initial Contract term of 8
years.
Please provide details of your approach to availability, capacity management,
resilience, system performance and responsiveness for the Solution to
demonstrate how you will ensure that this target availability will be achieved.
Include in your response:
Screen shots and diagrams where appropriate to demonstrate how you will
deliver the required availability;
The capacity management process, procedures and tools to be used to
ensure disk space, memory optimisation and application performance; and
The housekeeping activities required to ensure no degradation in the system
performance and responsiveness.
Response:
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3.1.7
Solution Software
The Council requires that all of the Solution software components are maintained
and supported throughout the period of the Contract by the Contractor, and that
any updates required will be applied in a. frequency that will be appropriate to
application environments;
Please detail all of the components you are providing as part of your Solution (core
software and optional modules), and explain how these components will meet the
requirements. Include in your response:
A description of the software components that will be provided in the
Solution;
List all of the components, modules, widgets, snippets and their version or
release;
The period that you will support the listed components for; and
Describe any interdependencies and dependencies.
Response:
3.1.8
Database
Where there is a database element of the Solution this must be hosted on premise
within the Council’s infrastructure (see Appendix D - Technical Infrastructure)
which is predominantly virtualised.
Please confirm the extent to which your Solution is compatible with, and can
reside within the Council’s infrastructure. Include in your response:
Details of the database platform that is recommended to be used with the
Solution;
Details of the build or version of the database or application that is required;
Whether the database can be co-hosted on an existing database platform or
requires a separate instance.
How the availability of the database environment is maintained;
How the application connects to the database server;
Any specific naming, configuration or collation requirements for the database.
The expected performance characteristics of the database in terms of
database transactions, disk subsystem I/O, processor, memory and network
utilisation; and
The initial size of the database and the predicted growth rate for the
database.
Response:
3.1.9
User Accessibility
To ensure the Council achieves continued flexibility, it requires that the Solution is
capable of being accessed by Agents, Contact Centre Supervisors and Contact
Centre Business Administrators from locations including; office, home and remote
sites.
Please explain and demonstrate, using screen shots and diagrams where
appropriate, how your Solution meets this requirement and include in your
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response:
Details, for each User location type, how the Solution will:
o Be accessible by using a Council Approved Device and means of
access;
o Enable multiple records to be accessed by multiple Users, without loss
of Solution performance and integrity; and
o Handle multiple concurrent activities without disruption to Service;
Any restrictions on the number of Users that can access the Solution at any
one time;
Recommended (not minimum) network bandwidth, including data transfer
rates, packet sizes, frequencies and typical transaction sizes; and
Detail the typical number of transactions per second/minute.
Response:
3.1.10 Solution Maintenance
The Council requires the Solution to include tools that will enable the Council to be
self-sufficient in operational support and maintenance on a day to day basis.
Please provide details of how you will meet this requirement. Include in your
response:
Details of any accounts and required level of privileges;
Details of the tools available; and
Details of any regular maintenance tasks which need to be performed.
Response:
3.1.11 Solution Access
For compliance with the Council’s encryption policy, all Users must be able to
access the Solution over an internet connection via https providing a uniquely
encrypted channel for private communications using Transport Layer Security
(TLS) protocol (or equivalent in line with RFC 5246 (Internet X.509 Public Key
Infrastructure Certificate Policy and Certification Practices Framework)), that
enables as a minimum 256-bit symmetric key encryption using SHA256RSA
signature algorithm with RSA public asymmetric key encryption of 2048 bits.
Logon credentials, authentication, access to and transfer of data should all be
protected by TLS v1.1 protocol (or equivalent) that enables as a minimum 256-bit
symmetric key encryption using SHA256RSA signature algorithm with RSA public
asymmetric key encryption of 2048 bits.
Please explain how your Solution meets this requirement. Include in your
response:
Confirmation that your Solution can be accessed using the above detailed
configuration; and
Details of any additional configuration requirements or any limitations with the
above configuration, including web browser compatibility.
The score for this requirement will be validated as part of the due diligence
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process, please see the Guidance Notes and Instructions to Tender.
Response:
3.1.12 Accessibility Standards
The Council is an equal opportunities employer and every effort is made to make
its services accessible to all Users. The Council’s accessibility requirements are in
line with the Web Accessibility Standard BS8878:2010.
The Solution must be configurable for Users with various levels of ability, usability,
and accessibility, complying with “AA” standards (or equivalent) as a minimum.
Please describe how your Solution ensures the Council’s accessibility
requirements will be met or exceeded using screen shots and diagrams where
appropriate. Include in your response:
The degree to which you are able to comply with and remain compliant with
the Web Accessibility Standard BS8878 - Web Accessibility Standards Code
of Practice or equivalent;
Details where the Solution has differing levels of accessibility;
The degree to which the Solution complies with W3C Web Content
Accessibility Guidelines 2.0 “AA”;
Where the Solution does not comply with W3C “AA”, what alternative
methods exist for Users with a disability to access information contained
within the Solution; and
What testing either automated or by Users with disabilities was conducted
during the development of the Solution to optimise accessibility.
Response:
3.1.13 Web Standards and Branding
The Council requires all publically accessible web pages published by the Solution
to reflect the corporate brand and styling, and to be fully compliant with the
Council’s corporate website standards, including the validation of all HTML mark-
up (https://www.derbyshire,gov.uk/global/default.asp).
Please explain, using screenshots and diagrams where appropriate, how your
Solution will meet this requirement, include in your response:
How the web pages published by the Solution will reflect the same look and
feel as Derbyshire.gov.uk branding where applicable;
How the Solution ensures corporate website standards and HTML code
validation are met and maintained; and
How any code embedded or added to the website complies with accessibility
standards and HTML code validation.
Response:
3.1.14 Quality of Code Base
The Council anticipates that from time to time some elements of the Solution may
require development or enhancement, which could potentially cause unexpected
bugs or performance issues. However, the Council requires the Solution to be
resilient to such issues.
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Please explain how you will meet this requirement and how you ensure the
resilience of your code base. Include in your response:
Your approach to bug/error reporting and resolution; and
The procedures in place to return to normal service as soon as possible in
the case of any errors.
Response:
3.2
Solution Security and Audit Requirements
3.2.1
Security Policies and Standards
Information Security is of particular importance to the Council given the sensitivity
of data, legislative requirements and potential reputational damage. The Council
has ISO27001:2013 certification and has established an Information Security
Management System (ISMS) in accordance with the requirements of ISO27001
and ISO27002 code of practice for information security controls. The Contractor
will be required to provide a level of information security assurance for both
Council and personal data which is compliant with current Data Protection
Legislation and information security best practice.
The Council has various security policies and the Contractor will be required to
comply with these policies and any successive versions throughout the Contract
term.
With regard to this procurement, please refer to the following (links provided
below):
Information Security Policy
http://www.derbyshire.gov.uk/working_for_us/data/importance_of_data_secur
ity/default.asp In particular Sections 3, 4.1, 4.9 and 7;
Access Control Policy:
http://www.derbyshire.gov.uk/working_for_us/data/access_control/default.asp
With particular reference to Sections 3 (Physical access and controls), 5 and
6;
Operational Management Policy:
https://www.derbyshire.gov.uk/working_for_us/data/at_your_desk/your_comp
uter/default.asp With particular reference to Sections 4.1, 4.2, 4.3, 4.7 and 5;
Information Systems Development and Maintenance Procedures:
http://www.derbyshire.gov.uk/working_for_us/data/at_your_desk/email/defaul
t.asp With particular reference to Section 5.
Data Protection and Storage Media Handling Procedures
http://www.derbyshire.gov.uk/working_for_us/data/away_from_your_desk/us
bs_cds_dvds_external_hard_drives_etc/default.asp In particular Section 2,
paragraphs 2, 3, 4 and 8; and
Third Party Connection Policy
http://www.derbyshire.gov.uk/working_for_us/data/away_from_your_desk/wo
rking_with_the_public/default.asp In particular Section 4.
Please explain and demonstrate in your response, using screenshots and
diagrams where appropriate:
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The degree to which you are able to comply with the identified sections of the
policies detailed above;
How security incidents are identified, reported and managed; and
The extent to which your Solution conforms to ISO/IEC 27001 Information
Security Standard and ISO/IEC27002 Information Security Code of Practice
or equivalents.
The score for this requirement will be validated as part of the due diligence
process, please see the Guidance Notes and Instructions to Tender.
Response:
3.2.2
Passwords
The Council has a specific Password Policy (please use the link below to access
this document) and all passwords must conform to this policy.
http://www.derbyshire.gov.uk/working_for_us/data/at_your_desk/passwords/defaul
t.asp In particular Section 4, bullet point 1, 2, 3, 4 and 5; Section 4.1, 4.2, 5, 7, 8.2
and 8.4.
The ability for User names and passwords to be created and changed should be
wholly controllable by the Council (or its delegates). Please explain how you will
meet this requirement and include in your response:
The extent to which you can comply with the identified sections of the
Council’s password policy;
The frequency of password refresh and the recovery facility for those who
have forgotten their password;
How User passwords are created and maintained;
How User passwords are stored and transmitted;
What facilities are available and what you would recommend to securely
communicate passwords to Users;
What evidence would the Council be provided with to verify that Users have
received the appropriate password details;
How 2FA can be used to further secure the Solution;
The extent to which the Solution integrates with Microsoft Windows Active
Directory; and
Any limitations or restrictions that the Council should be made aware of.
The score for this requirement will be validated as part of the due diligence
process, please see the Guidance Notes and Instructions to Tender.
Response:
3.2.3
Encryption
To aid compliance with the Data Protection Act 1998, the Council requires the
Solution to protect personal information from observation or disclosure whilst in
transit across network segments and for data at rest.
The Council has a specific encryption policy please use the following link to
access the document:
http://www.derbyshire.gov.uk/working_for_us/data/away_from_your_desk/encrypti
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on/default.asp, in particular Sections 5.1 and 6.
Please explain how your Solution will meet this requirement. Include in your
response:
What type of data will be encrypted within your Solution;
The form of encryption the Solution uses to protect the transmission of l data
between client devices, servers and other Solution components, including the
transmission of personal details across the internet and also whilst stored
and processed;
The extent to which you are able to comply with the encryption policy;
Whether any data will reside on client machines;
The minimum levels of encryption the Solution enforces;
Any limitations or restrictions that the Council should be made aware of; and
Any observations or comments you might wish to make.
The score for this requirement will be validated as part of the due diligence
process, please see the Guidance Notes and Instructions to Tender.
Response:
3.2.4
Digital Preservation
The Council has a specific Corporate Digital Preservation Policy, which the
Contractor should comply with (link provided below).
http://www.derbyshire.gov.uk/working_for_us/data/at_your_desk/your_office/defaul
t.asp
Please explain and demonstrate, using screen shots and diagrams where
appropriate, the extent to which you are able to comply with this policy. Include in
your response:
Details of the Solution’s management processes for archiving aged data,
from online availability to other media for example hierarchical data storage,
tape or mass storage devices, also the removal of data from both live and
archived content;
How your data retention and disposal rules will meet the Council’s standards,
demonstrating the flexibility of the Solution to support this requirement;
Explain how the Solution supports archiving of data either using date/time
based retention rules or other; and
Any limits and restrictions.
Response:
3.2.5
PECR
The Council requires the Solution to be compliant with PECR and to maintain the
privacy and confidentiality of data held within the Solution.
Please confirm what plans you have in place to ensure continuing compliance with
this EU Directive, including in your response, how this affects the Solution and
what modifications the Solution may require in the future, as well as how the
following items are addressed:
Solution User activity tracking for example does the Solution use cookies to
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track User activity;
The Solution must provide adequate protection of personal and private
information from observation or disclosure when in transit across vulnerable
network segments. This is required to meet obligations under privacy and
Data Protection Legislation. The protection provided should be appropriate to
the threat and seek to deny access to all those not authorised;
The Solution must protect personal and private information from misuse
when stored and processed within the service implementation domain; and
Safeguards and controls must be in place so as to make the data stored
unavailable to non-Users or other groups.
The Council needs to be assured that the Solution affords sufficient safeguards
and controls so as to make the data stored unavailable to non-Users or other
groups.
Response:
3.2.6
Authentication
The Council requires the Solution to provide User authentication.
Please explain and demonstrate, using screen shots and diagrams where
appropriate, how your Solution meets this requirement and include in your
response:
What data the Solution will record relating to authentication and authorisation
of a connected User;
What interface is provided to the access control system for Technical
Administrators;
How the Solution retains the original record of Users and their access details,
including after the account has been disabled, suspended or become in-
active; and
How this information will be made available for Technical Administrators to
analyse.
The score for this requirement will be validated as part of the due diligence
process, please see the Guidance Notes and Instructions to Tender.
Response:
3.2.7
PSN Connection Compliance
The Council complies with the Government’s PSN Connection Compliance -
allowing connection to the GCSx (PSN) network. The Solution must not
compromise the connection at any time during the life of the Contract. Please see
the below link for details about PSN.
https://www.gov.uk/public-services-network
Please explain and demonstrate (using screen shots and diagrams where
appropriate) how your Solution complies with this requirement.
Response:
3.2.8
Audit Trail
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The Council requires the Solution to maintain an extractable Audit Trail, which will
record additions, amendments and deletions to activity data of Users and
Technical Administrators.
Please explain and demonstrate (using screenshots or diagrams where
appropriate) how your Solution will meet this requirement. Your response should
include, but not be limited to, how the following data will be captured:
Date and time of transaction;
User ID and name of the individual undertaking the transaction;
Details of the data before and after the transaction;
Details of the User’s MAC or IP Address (subject to whether the connection
is internal or external) of the IT equipment for the User making the
connection;
Details of which activities undertaken by the Technical Administrator will
appear in the Audit Trail;
Any limitations or restrictions that the Council should be made aware of; and
Details of failed log-in attempts including user account information and MAC
or IP address.
The score for this requirement will be validated as part of the due diligence
process, please see the Guidance Notes and Instructions to Tender.
Response:
3.2.9
System Clock Synchronisation
The Council requires the Solution’s system clock to be kept synchronised with an
industry recognised synchronisation procedure for security and audit purposes.
Please explain and demonstrate (using screenshots and diagrams where
appropriate) how your Solution meets this requirement.
Response:
3.2.10 User Awareness
The Council requires the Solution to have the ability to issue a notification to
remind Users of their obligations when accessing the system.
Please explain and demonstrate (using screenshots or diagrams where
appropriate) how your Solution meets this requirement. Include in your response;
Which Users can edit the notification;
The type of content that can be added for example; text, hyperlinks, images
etc.; and
Any limitations or restrictions that the Council should be made aware of.
The score for this requirement may be validated as part of the due diligence
process, please see the Guidance Notes and Instructions to Tender.
Response:
3.2.11 Integration with the Council’s E-Payments System
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The Council’s current e-payment system is provided by Civica. The Council
requires the option for the Solution to integrate with its e-Payments system
(current version Civica Webpay 14.2 and above) to allow Users to make an
associated payment in real time.
The Council does not require integration with the Council’s e-Payments system
during the implementation stage of this project, but may choose to integrate at a
later date.
Please explain and demonstrate (using screenshots and diagrams where
appropriate) how your Solution will meet this requirement. Include in your
response your approach for integration with the Council’s e-payments system,
providing evidence of successful integration, where appropriate.
Response:
3.2.12 Council Solution’s Access
The Council requires the ability to allow data held within the Solution to be
accessed by other Council systems as required, for example the Corporate
Performance Management System (CPMS). Methods of data access required
include, but are not limited to:
Direct connection from the Council’s CPMS to the Solution’s database;
Database exports into flat files with Solution column headings for the
Council’s systems to consume; and
Database table/column replication.
Please explain and demonstrate how your Solution meets this requirement,
including how access from other systems to the Solution’s data would be given.
Response:
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4.
Delivery Requirements (5%)
4.1.
Implementation
4.1.1.
Timeframe for Implementation
The Council anticipates the Solution to be implemented with Go-Live in December
2017 at the latest.
Please provide a proposed project implementation plan to evidence how you will
meet this requirement and include in your response:
A proposed project plan with indicative timescales for a full implementation;
Details of the project manager you will allocate to co-ordinate the project on
your behalf;
Details of each aspect of the implementation including realistic details of set
up and lead in timescales, for example: length of time from contract award to
Go-Live of the Solution;
Clear identification of both Contractor, Sub-contractor (if relevant) and
Council resource requirements; and
Details of any transitional implications – particularly bearing in mind that Call
Derbyshire is a 24/7/365 contact centre and needs to maintain service at all
times.
The finalised project plan shall be mutually agreed by both parties and subject to
availability of Council resources for training prior to acceptance testing.
Response:
4.1.2.
System Configuration
The Council requires the Solution to be fully configured prior to Go-Live of the
Solution. This includes ensuring that all necessary system rules including (but not
limited to) Channel and Call Derbyshire Service scripts (including IVR scripts),
customer and Agent messages, and Call Recording facilities are in place. A
dedicated resource from the Council will be available to work with the Contractor in
ensuring the Solution is fully configured prior to Go-Live and to assist with User
Acceptance Testing.
Please explain how you will meet this requirement.
Response:
4.1.3.
Acceptance Testing
The Council requires acceptance testing for all stages of this project as the
payment milestones are linked to successful acceptance of the implementation
stage. Testing will also be required throughout the life of the Contract for any
upgrades, patches, bug fixes or component changes. Functional and scenario-
based acceptance test scripts need to be agreed by both parties.
Please provide details of your approach to Acceptance Testing to evidence how
the requirement will be met, including in your response:
The environment in which the tests are carried out (test or production);
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The roles and responsibilities of each party; and
Examples of 2 relevant test scripts.
Response:
4.1.4.
Payment Milestones
The Council’s financial regulations stipulate that payment should only be made
upon receipt of a deliverable. The Council, therefore, requires payment milestones
for the implementation as detailed below:
Milestone 1:
Successful installation of the application on the Council’s infrastructure;
A meeting held to discuss, and documentation provided to confirm the
configuration and implementation processes of the Solution; and
User access to the Solution with the ability to create User accounts.
Upon successful completion of Milestone 1, the Council will pay 20% of the:
Year 1 recurring costs; and
Total implementation costs.
Milestone 2:
Setup and Configuration of the Solution
Initial User training as specified in the Council Requirements;
The ability to validate registered Users and apply appropriate permissions;
Successful acceptance testing; and
‘Go Live’ and floor walking.
Upon successful completion of Milestone 2, the Council will pay 60% of the :
Year 1 recurring costs; and
Total implementation costs.
Milestone 3:
The Solution has been successfully working and free from any business
critical or major operational incidents, and no more than 10 minor incidents,
for 60 consecutive calendar days from the Go-Live Date (Milestone 2
signoff).
Upon successful completion of Milestone 3, the Council will pay 20% of the:
Year 1 recurring costs; and
Total implementation costs.
Please confirm that you accept the above milestones and reflect the costs in
Appendix A - Price Schedule.
Response:
4.2
Training
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4.2.1 Training Requirements
The Council requires the Contractor to provide appropriate on-site training on their
Solution at the Council’s offices, no later than 6 weeks prior to the Acceptance
Date, initially for the following, to enable them to achieve the necessary level of
competency required for them to undertake their role:
5 x Contact Centre Business Administrators;
Up to 12 Contact Centre Supervisors, including the ability to train Agents:
and
3 x Technical Administrators.
Please explain how you will meet this requirement and include in your response:
The content and topics covered;
The course duration;
The maximum and minimum group sizes;
Details of training schedules; and
The level of training (for example basic, intermediate, advanced).
Any costs that are applicable must be identified and entered into Appendix A -
Price Schedule.
The score for this requirement will be validated as part of the due diligence, please
see Guidance Notes and Instructions to Tender.
Response:
4.2.2 Training Media and Materials
The Council requires User guides and training materials to be made available in
order to assist Contact Centre Business Administrators using the Solution. The
Contractor will be required to provide training media, User guides and training
materials in plain English.
Please explain how you will meet this requirement and include in your response:
Details of the scope and level of training materials supplied for Contact
Centre Business Administrators;
What training materials will be made available to the Council;
Whether training manuals and/or User guides would be supplied in hard copy
or electronic and whether these will be specific to each User type;
Whether webinar sessions will be available for different User types; and
How the training materials will be customised to incorporate the look and feel
of the Derbyshire Solution.
Any costs that are associated with this must be identified and entered into
Appendix A - Price Schedule.
Response:
4.2.3 On-going Training
The Council requires any additional future training for Council technical support
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staff, Users with Enhanced Permissions or Train the Trainer to be delivered using
a combination of on-site training at the Council’s offices, eLearning and/or
webinars.
Please explain how you will meet this requirement and include any associated
costs in Appendix A - Price Schedule.
Response:
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5.
Service Levels and Contract Management (5%)
5.1
Technical Support
5.1.1
Product Development Roadmap
The Council recognises that technology within ICT is changing at an ever
increasing pace. The requirements detailed in the Technical Requirements are,
therefore, the minimum acceptable and may be upgraded or developed within the
scope of the Contract.
The Council requires a stable Solution that develops in line with changing
business, industry and legislative changes during the Contract period.
Please summarise the product development which is planned for your Solution
and your approach to engaging with the Council to ensure this requirement is met.
Include in your response:
A product roadmap (highlighting the intended software development plan)
over the initial term of the Contract;
The expected upgrades within the initial term of the Contract;
The expected support lifecycle for this product;
When the next version is likely to be available;
Description of your product development cycle, including the length of
release cycles, from bug report or request for change to release; and
Access to User groups or forums.
Response:
5.1.2
Licensing
The Council has around 85 Users of its current telephony solution. These Users
are employees of the Council, which includes 72 Agents, 10 Contact Centre
Supervisors and 3 Contact Centre Business Administrators.
The number of Users may vary over time depending on the Council’s plans and
priorities. In the future, the Council may wish to include additional service areas
and/or partners, and increase or reduce capacity as and when required. The
Council, therefore, seeks flexibility in the licencing options available and is looking
for a Solution that recognises this.
Please explain how you will meet this requirement and include in your response:
Details of your organisation’s licensing structure to cover the Council’s
anticipated minimum requirements of:
o 85 Agents; all of whom will need to be licenced to take calls, but out of
which a maximum of 10 would need Web Chat licensing;
o 12 Contact Centre Supervisors who are licensed for multi-channel
activity;
o 5 Contact Centre Business Administrators who are licensed for multi-
channel activity; and
o 3 Technical Administrators who are licensed for access to all areas of
the Solution.
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Type of licence, for example: user, concurrent, enterprise, central processing
unit etc.
Arrangements for obtaining additional licences, including costs and whether
these could be pro-rated and whether these could be pro-rated;
Licensing model for a fully automated telephone service (by voice or keypad)
- allowing complete fulfilment of specific services without the need for
human intervention;
Licensing model for additional modules;
Arrangements for downgrading the number of licences; and
3rd Party licensing.
Costs should be reflected within Appendix A - Price Schedule, including any
additional costs for annual support and maintenance.
Response:
5.1.3
Solution Upgrades and Changes
The Council accepts that upgrades, patch fixes and other software changes may
be required to the Solution. The Council requires any changes (planned or
unplanned) to be mutually agreed and scheduled in a manner to avoid disruption
to Service delivery or affect access to the Solution. Advance notice of at least 14
calendar days must be provided to the Council, unless in a case of emergency.
Please explain how you will meet this requirement and include in your response:
How often critical updates will be applied to the Solution;
The expected lead time for customer requested developments to be made
available for testing and implementation;
Details of the quality assurance and testing that will be undertaken before a
new release is delivered;
Details of the quality assurance and testing that will be undertaken once
applied to the Solution and before sign-off:
The measures/tools to be used to mitigate risk of failed changes;
What level of resiliency will be maintained during changes;
The
process
for
dealing
with
customer-found
issues
and
implementing/incorporating suitable fixes or Solution customisations; and
Whether all releases are mandatory and for how long previous releases will
be supported.
Any relevant costs must be itemised within Appendix A - Price Schedule.
Response:
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5.1.4
On-going Technical Support
The Council requires the Contractor to provide on-going technical support and
maintenance for the Solution, and is seeking to maximise value in terms of both
the cost and support available.
The Council uses Service Level Agreements with internal and external
Contractors, which contain response and Solution targets for incidents and
significant problems to be rectified.
The Council’s 1st Line Support will diagnose faults to determine priority and the
route for resolution. Where faults lie with the Contractor or their Sub-contractor,
the service levels detailed below will take effect. Internal out of hours cover is
provided on a call out basis.
The following table details the Council’s minimum requirements:
Priority
Description
Target
Target Fix Remedy
Level
Response Time
Time
(1)
One of the following (or
Within 5
Within 30
Service credit
Business
comparable) incidents:
minutes of
minutes of
payment of
Critical
1) Solution down or unusable;
the Council the Council £1,500, for
Impact
2) Data is severely corrupted,
logging the initially
each and
not manually correctable and fault with
logging the every
requires full restore; and/or
the
fault with
subsequent 1
3) All Users and/or application
Contractor
the
working hour
affected.
Contractor
or part hour
This figure
beyond the
is inclusive Target Fix
of the
Time until
Target
resolved.
Response
Time.
(2)
One of the following (or
Within 2
Within 4
Service credit
Major
comparable) incidents:
hours of
hours of
payment of
Operational 1) Part of the Solution is
the Council the Council £1,000, for
Impact
unusable and no workaround logging the initially
each and
exists;
fault with
logging the every
2) Major (non-critical) function
the
fault with
subsequent 1
of the Solution is unavailable; Contractor
the
working hour
3) Examples of part-functionality
Contractor
or part hour
experienced by some or all
This figure
beyond the
Users;
is inclusive Target Fix
4) Multiple Users and/or
of the
Time until
application affected; and/or
Target
resolved.
5) The system hangs
Response
indefinitely in use, causing
Time.
highly unacceptable or
indefinite delays for resource
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or response.
(3)
One of the following (or
Within 4
Within 3
Invoke
Minor
comparable) incidents:
hours of
months of
escalation
Operational
1) Part of the Solution is
the Council the Council procedure
Impact
unusable but not preventing
logging the logging the
Users from carrying out their
fault with
initial fault
duties ;
the
or the next
Contractor
software
2) Configuration error/software
release;
fault causing incorrect operation
whichever
of a function ;
is the
3) Several / group of Users
sooner
affected;
4) Test/Training application fault
5) General customer queries
and advice;
6) Approved change requests;
7) Chargeable work and
training; and/or
8) Minor cosmetic bugs.
Please explain how you will meet this service level requirement for technical
support and include in your response details of:
Your arrangements for technical support including options for;
24/7/365 Technical support;
Your incident management process;
Your maintenance approach/process;
The resources available within technical support and their skill sets;
Details of any call logging software;
Operational procedures including incident escalation and incident
management;
Details of prioritisation response/fix times;
Confirmation of a named account manager; and
How you will work with the Council to jointly define priority levels.
Response:
5.2
Contract Management
5.2.1
Non-technical
Support
for
Implementation
and
Account
Management
The Council requires the following Service Level Requirements to be met for both
the implementation phase and on-going account management. If the Contractor
fails to meet the achievement targets for the Service Level Requirements the
Council reserves the right to invoke the remedies stated below:
Service Item
Activity
Remedy
Category
Implementation
Implementation of the Solution to be carried
Invoke escalation
Phase
out in accordance with the project plan,
procedure and non-
including timescales for implementation.
payment of relevant
milestone.
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Management
To be provided to the Contract Manager prior
Invoke escalation
Information,
to review meetings or as requested by the
procedure
including but not
Contract Manager.
limited to: real
time and historic
reports
Response to
Respond via e-mail to the Contract Manager
Invoke escalation
items raised at
within 5 working days and confirm the
procedure
Review meetings
timescales for resolution if not able to rectify
within this 5 working day period.
Progress
Unresolved queries/enquiries to be reported
Invoke escalation
Updates
back to the Council with progress updates at
procedure
least every 24 hours (Monday-Friday), via e-
mail.
In applying the remedies above the Council wishes to ensure continuity of Service
as its main objective.
Please explain the extent to which you can meet this requirement.
Response:
5.2.2
Review Meetings
The Council requires the Contractor to provide an effective process for regular
review and management of the account as a whole and all the services provided
by the Contractor under the Contract.
Following Go-Live, review meetings shall be held initially at the Council offices
between the Council and the Contractor, on a quarterly basis, but the frequency
and location of these meetings may be changed by mutual agreement. During the
implementation phase weekly conference calls may be required, together with the
options to have on-site meetings if necessary.
Both technical and commercial aspects will be discussed at the review meetings,
covering contract management and operational issues, in accordance with an
agreed agenda. Stakeholders from within the Council will be in attendance for
their respective agenda items.
The agenda for each review meeting may vary from time to time. Agenda items
will include, but not be limited to:
Technical:
Outstanding issues including open incidents, configuration issues,
Workarounds and/or fixes implemented and complaints; and
Product updates including forward plans for upgrades, development, service
fixes and any identified risks.
Commercial:
Service level performance including call volumes, service failures, Target Fix
Times, Response Times, Service Credits and trends in incidents;
Contractual issues and/or changes; and
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Spend analysis.
Please explain how you will meet this requirement and detail the proposed
attendees from your organisation.
Response:
5.2.3
Annual System Health Check
The Council may require an annual system health check to be undertaken by the
Contractor to review the implementation and technical configuration of the
Solution. This will cover the following, as a minimum:
Technical configuration, review and recommendation; and
Best practice recommendations for Contact Centre Telephony and Multi-
Channel Customer Engagement Platforms.
Please explain how you will meet this requirement and include any associated
costs Appendix A - Price Schedule under Optional Costs.
Response:
5.2.4
Management Information
The following reports and information shall be required in electronic format by the
Council during the Contract period:
Requirement
Frequency
To be provided:
Legal Requirements:
On renewal each year
To be available upon
Indemnity
and
Insurance
request.
Policy Renewals.
Financial Arrangements:
Annually
To be available upon
Audited accounts.
request.
Quality:
Annually
Statistical To be available upon
Registration/Accreditation; Information.
request.
Health and Safety Policy;
Environmental Policy;
All to be provided prior to
Equality Policy;
annual review meetings if
Human Resources; and
required.
Complaints
Volume of Service:
Monthly and prior to review To be sent to nominated
Monthly SLA reports
meeting.
officer(s) of the Council.
detailing:
Statistical Information
Details to be provided on
award of Contract.
Downtime;
Call volumes;
Priority calls response
times;
Fix times; and
Credits due.
Other Information to include Prior to review meeting.
To be available upon
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but not be limited to the
request.
following:
Spend analysis reports.
Please note: Additional electronic copies of the above documents/reports must be
provided upon request.
The Council requires detailed management information covering the above areas
to allow easy monitoring of contract compliance.
Please explain how you will meet these requirements and provide an example of a
volume of service report currently used by your organisation to provide
management information to customers.
Response:
5.2.5
Exit Plan
The Council requires an Exit Plan to form part of the Contract. The Exit Plan must
be provided to the Council within 6 months following the Acceptance Date. The
Exit Plan must detail the timetable, procedures, responsibilities, and information
required of and by the Council, and the Contractor, to ensure that the Service is
transferred seamlessly and completely to an alternative service provider; before
the termination of the Contract at minimum cost to the Council. The Exit Plan is to
be reviewed on a regular basis between the Council’s Contract Manager and the
Contractor’s Account Manager.
Please confirm that you can meet this requirement within the agreed timescales
and include in your response an example Exit Plan to evidence the information to
be included.
Response:
5.2.6
Social Value
The Council has developed a Social Value framework, which is currently out for
consultation:
www.derbyshire.gov.uk/socialvalue
This framework is designed to ensure that Contractors provide Social Value
benefits as part of any Contract awarded, in accordance with the Public Services
(Social Value) Act 2012. The Council requires the Contractor to assist in meeting
the obligations of this legislation.
Please explain how you will meet this requirement and include in your response:
The Social Value benefits that could be delivered; and
How achievement would be measured.
Response:
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