The procurement is for the envisioning, design, delivery and support of an integrated enterprise solution to enable the end-to-end services and the target operating model as further described in the procurement documentation and associated services that enable the delivery of all services right first time including:

— CRM and case management,

— document management — smart booking and scheduling,

— new ways of working/mobile working,

— digital services for customers (including web-portal, web-chat and tablet/smartphone apps/re-rendered web portal), texting solutions, Reporting (MI/BI), Enterprise Application Integration (EAI), Housing Management, asset management and potentially: HR/Payroll, accounts payable, finance (see options below).

The Contracting Authority requires a single contract with a provider who will take responsibility:

— for a full end to end solution,

— as a single point of contractual contact,

— for all subcontracts.

The scope of the contract is divided into 3 areas:

1) Requirements to be delivered as part of the TY Programme — to deliver the enterprise solution to enable the end-to-end services (as defined in the procurement documents) which will include integration with a number of other solutions including orchard housing management system and open accounts — our finance system;

2) Requirements to be delivered for the remaining term of the contract these relate to services which will be required from system go-live until the end of the contract, e.g. support and maintenance;

3) Any other optional or additional requirements YH may have for the remaining term of the contract — additional capabilities which do not form part of the commitment under this sSQ initially but may be required following discussions in the competitive dialogue or at a later stage e.g.:

(a) replacement or enhancements of any systems forming part of the solution as defined in the procurement documents;

(b) HR and payroll systems;

(c) finance system; and d.integration with other future systems.