The Development of Options for a future Technology Stack for Housing Call Centre's

Description

The London Borough of Lambeth published its Technology Strategy in 2020. The vision of the strategy is to deliver seamless technology and support that will increase workforce productivity and enhance the lives of Lambeth residents. Additionally, in June 2021 Lambeth launched its Customer Experience strategy with the vision We make access to all council services simple for all, ensure that we offer a quality customer-focused service end to end, and enable maximum self-service for those that can." 7. Specifically, the Customer Experience strategy aims to deliver on 4 strategic measurable objectives: • To deliver an improved and consistent customer experience. • Design our services in such a way that makes them easy to access • To invest in technology to enable us to deliver services in a way expectations. • Create the environment, facilities, and advocacy to support those who need it. Lambeth Council are seeking consultancy services that can provide 'product specialism' to advise on an integrated product suite that will provide the optimal technology to achieve the required outcomes for a best-in-class call centre. This is to include: 1: Options for a future state technology suite and analysis of best of class suppliers to ensure an integrated solution, with clear appraisal against our criteria, including a recommendation for the best fit for Lambeth. 2: The option analysis must provide sufficient detail for Lambeth to select a preferred technologies and author a business case. 3: An appraisal of all relevant technologies that could provide the required suite to achieve Lambeth's outcomes. Key deliverables of the engagement include but are not limited to and end product report detailing: • An options analysis for technologies and suppliers available that enable Lambeth's required objectives. At a minimum this should include Contact Centre Telephony, Chat Bots, Customer Portal, CRM, AI, Web Chat, Video Chat, Repairs diagnostics and Analytics and Reporting tools. • SWOT analysis or similar of each product • How the product will align with Lambeth's objectives • Any opportunities and details of potential return on investment • Any dependencies or risks • Indicative costs of each product (including implementation and ongoing costs) • A recommendation of the optimal product suite for Lambeth Proposal Submission Proposals should be submitted to the main contact on this Request for Quotations. Bidders are asked to Submit a Proposal consisting of a written response to the method statement key considerations attached and your completed Price Proposal. Your response to the Method Statement Questions must be kept to a maximum of 5 sides of A4 . A brief CV covering experience. A draft copy of the terms and conditions applicable for this contract is also attached for your information. Please refer to the Brief attached to ensure that all requirements are covered in your proposal.

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