Description of the contract
The Public Services Ombudsman for Wales has powers to look into complaints about public services in Wales. He also investigates complaints that members of local government bodies have broken their authority’s code of conduct. He is independent of all government bodies and has a team of people who help him investigate complaints. The service is impartial and free of charge. He aims to put things right for users of public services and to drive improvement in services and in standards in public life, using the learning from the complaints he considers.
The Public Services Ombudsman has an existing case management IT system, but proposes to go through a procurement process for a new contract for a case management system. It is intended that the case management system supports workflow and facilitates paperless working so that staff do not wish to or need to use paper documents.
Support is required to help the Ombudsman:
• Understand, review and revise case management processes
• Engage with a number of staff from across the office to understand the way we work now and how we could work in future
• Understand and document the key requirements for the case management system, to include remote access requirements, business continuity arrangements, compatibility with other systems and hardware, integration with website, integration with email software.
• Consider requirements for parallel running, testing and data migration
• Prepare key requirement documents for a procurement process
• Assist with budgeting and cost estimation.
This work is to be completed within two months.
Output sought:
• Advice and proposal on procurement approach
• Indicative costing
• Preparation of key requirements documents covering matters above
Submissions should indicate experience, resources, approach and charges. This piece of work is the first stage of a longer process that needs to be completed before March 2017.
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