The Financial Ombudsman Service intends to place a contract for the provision of managed IT services to encompass:
1)Ongoing support, maintenance and development of our case management system;
2) Ongoing support, maintenance and development of our new cloud-based enterprise data warehouse;
3) Design, development and ongoing support and maintenance of a new digital engagement capability for our business; and
4) Provision of IT resources on demand to augment the Financial Ombudsman Service’s team on an ad-hoc basis.
1) Ongoing support, maintenance and development of our case management system
Our case management system is built on Microsoft Dynamics 365 CRM at its core with an ecosystem of other applications to facilitate document ingestion and document production. The case management system enables our 2,100 caseworkers to process the complaints we receive. In 2020/21 we received 454,259 new enquiries and 278,033 complaints. Each one of these is logged by our case management system.
The successful tenderer will be responsible for support and maintenance of the case management system and working with our team to successfully develop the case management system in line with our requirements. Future development may include machine-learning and intelligent automation.
2) Ongoing support, maintenance and development of our new cloud-based enterprise data warehouse
Our enterprise data warehouse is the central data repository for the Financial Ombudsman Service. It aggregates data from 12 data sources and facilitates ~100 reports and dashboards that are key to the efficient and effective operation of our business. The enterprise data warehouse is currently being built on Microsoft Azure data platform technologies and will go-live in the first quarter of 2022, replacing our current on-premise data warehouse. The successful tenderer will be responsible for support and maintenance of the enterprise data warehouse and successfully developing the enterprise data warehouse in line with our requirements.
3) Design, development and ongoing support and maintenance of a new digital engagement capability for our business
The Financial Ombudsman Service wants to develop new digital engagement channels to engage with our customers and financial institutions. This will allow:
-Our customers to raise complaints and communicate and share information with us their complaint is processed to outcome; and
-Financial institutions to communicate and share information in relation to complaints raised against them.
After designing and building the digital channels, the successful tenderer will be responsible for support and maintenance of the digital channels (including our existing external website) and the continued development of the digital channels in line with our requirements.
4) Provision of IT resources on demand to augment the Financial Ombudsman Service’s team on an ad-hoc basis
Provision of IT resources to augment our team, as called-off by us on an ad-hoc basis, including IT project and portfolio management resources, IT infrastructure resources, information security resources and architecture resources.
These resources maybe involved in project or business as usual activities outside of services 1) to 3) above.