Overview
Background
Development and Alumni have been using the ThankQ system, supplied by Access UK Ltd, since 2006. The system is used to manage alumni and donor relationships, and related philanthropic and alumni relations activities, maintaining the 'golden copy' of alumni and donor data on behalf of the University, including the General Council register. It integrates with a number of applications including the university's Identity Management System (IDM), Platform One and EUCLID (student record). The current instance of the system is a client (desktop) version which is a legacy product and reaching the end of its existing contract.
This project will undertake an exercise to procure a replacement system.
Scope
In Scope
- Business Analysis and Requirements
- Early Market Engagement with suppliers, HE sector and non-HE charity sector
- Engagement with the University's CRM strategy, emerging CRM implementations and Core Systems implementation
- Procurement exercise (exact process to be determined by procurement strategy)
Out of Scope
- System implementation (to be undertaken as a follow-on project, pending a successful procurement exercise)
Objectives and Deliverables
|
Objectives and Deliverables |
Priority |
Owner |
|
O1 To document the architecture for the existing CRM system |
|
|
|
D1. Current state architecture diagram |
Should Have |
IS Enterprise Architecture |
| O2 To summarise the key business requirements | ||
| D2. High Level Business Requirements | Must Have | Development and Alumni |
|
O3 To advertise the intention to tender and understand the market |
|
|
| D3. Prior Information Notice | Should Have |
Procurement Office |
| D4. Supplier Demonstrations | Should Have |
Procurement Office |
| D5. Market Intelligence Summary | Should Have | Development and Alumni |
| O4 To ensure equality of opportunity for users of the new system | ||
| D6. Equality Impact Assessment (EqIA) | Must Have | Development and Alumni |
|
O5 To agree a procurement strategy, including approval from Core Systems |
|
|
| D7. Procurement Strategy | Must Have | Procurement Office |
|
O6 To document the detailed requirements specification and evaluation criteria |
|
|
| D8. Requirements Specification, including evaluation criteria and weightings | Must Have | Development and Alumni |
| O7 To take the opportunity to the market and evaluate bids | ||
| D9. Tender Documents | Must Have | Procurement Office |
| D10. Evaluation Documents | Must Have | Procurement Office |
| O8 To identify and minimise the data protection risks from procuring the new system | ||
| D11. Data Protection Impact Assessment (DPIA) | Must Have | Development and Alumni |
| O9 To contract with the selected supplier | ||
| D12. A signed contract with the supplier | Must Have | Development and Alumni |
Benefits
Implementing a new CRM will bring a number of benefits:
- Process improvements and improved user experience
- Reduced support overheads – if moving to a cloud based solution (e.g. no client install)
- Improved efficiencies and value added work – if procuring an application with system to system integrations (e.g. reduce manual processes/re-keying of data)
- Potential to access enhanced front-end reporting tools compared with existing client software
- Ability to access a web based application and data from multiple locations, including remote access and potentially via mobile devices
- A more consistent application performance for remote workers
Success Criteria
- A sufficient number of feasible bids received
- A clear winner arising from the evaluation and selection process
- A solution that meets all the mandatory business requirements as a minimum
- Contract signed before end of 2019 calendar year
Project Milestones
| Stage | Milestone | Due Date |
|---|---|---|
| Plan | Planning | 30-Apr-2019 |
| Plan | Supplier PIN related demos completed | 30-May-2019 |
| Analyse | Market Engagement completed | 28-Jun-2019 |
| Analyse | Procurement Strategy, including Core Systems approval | 12-Jul-2019 |
| Analyse | Requirements Specification | 09-Aug-2019 |
| Procure | Contract Award completed | 04-Nov-2019 |
| Deliver | Delivery (Contract signed) | 29-Nov-2019 |
| Close | Closure | 31-Jan-2020 |