Ausschreibungen

The Foundation's booking system is to be used in conjunction with Continuous Professional Development (CPD) courses offered by the Foundation. The system is required to administer courses, take bookings, administer and issue delegate surveys, produce reports and process financial transactions. The system will be used at its front end by delegates from the education and training sector, and managed at its back end by staff at the customer service function (please see Lot 2) the Foundation, or our delivery partners and associates. It is important that the new system and service build on the processes and policies created and implemented by the Foundation and its current supplier. The Foundation has piloted the use of a booking system and customer support service since September 2015, and is now looking to move to a longer-term solution. We are committed to providing continuity of service to our customers and partners, and therefore the introduction of the new booking system will need to provide a smooth transition without disrupting the planning, development and provision of training courses across our stakeholder network. This Invitation to Tender (ITT) covers the development of this new booking system and provision of support and hosting services. The ITT also covers the provision of a call centre function to accompany the booking system, which will handle the administration and customer service element of the Foundation's course bookings, also including the processing of invoices for all course bookings. The successful tenderer will need to work closely with the Foundation during the technical development of the system in line with the Foundation's functional and non-functional requirements, and also to assemble a customer service team in accordance with the service management specifications defined by the Foundation. The contract for the booking system and customer service support currently being used by the Foundation comes to an end on the 31 March 2016. The system and service will be expected to be ready for beta testing by 1 July 2016, with the expectation that the system will go live at the latest by the 1 September 2016. Alongside the launch of the new system there will be a requirement to transfer the existing data from the current booking system, including delegate records, financial transactions and course bookings. Due to the highly seasonal nature of course bookings, we anticipate that the booking system and customer support service would benefit from an architecture that can be elastically scaled sufficiently to cope with fluctuating traffic of queries and bookings to the system. We anticipate the system will require one major release followed by scheduled development releases to continue to modify and improve it. This ITT is split into 2 Lots. The first Lot covers the development, testing and deployment of a course booking system to be used to administer all Foundation CPD course provision. The second Lot covers the requirement of a customer service function that will interact with the system and field day to day enquiries from course delegates and Foundation delivery partners via email and telephone. Tenderers can bid for Lots 1, 2 or both. NOTE: To register your interest in this notice and obtain any additional information please visit the myTenders Web Site at http://www.myTenders.org/Search/Search_Switch.aspx?ID=167954 The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at http://www.myTenders.org/sitehelp/help_guides.aspx. Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems.

Foundation Continuous Professional Development (CPD) Booking System and Customer Support Services.

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