INVITATION TO TENDER

FOR THE SUPPLY, INSTALLATION AND MAINTENANCE OF A SOCIAL CARE CASE MANAGEMENT SYSTEM

Ref: NWCE-9GBF8U

INSTRUCTIONS TO TENDERERS

This document shall be used only for the purposes of submitting a tender. The contents remain confidential and must not be shared with other parties outside of this tender process.

1Introduction

1.1The current social care case management system (CMS) comprises of Carefirst 6 together with Civica Comino for electronic document management (EDMS). Both adult and children’s social care teams use these systems which are hosted on an internal server.

1.2Financial modules within Carefirst 6 integrate with the Councils corporate ERP system SAP for paying clients and providers as well as raising debtor invoices.

1.3Residential and carer payments for children are managed manually and are not currently integrated with the financial care module.

1.4There are currently 750 users of Carefirst 6 and we currently use in the region of 250 concurrent user licences at any given time.

1.5There are other peripheral support systems that are used to enhance our current system. Some of which may be replaced by features of the proposed solution. These include:

1.5.1Actuate – allows non parametered reports to be run from Carefirst by users

1.5.2Business Objects – reporting tool

1.5.3Civica Comino –EDMS solution – index linked and used to attach records and documents not created within the Carefirst system itself.

1.5.4Enlights – E – learning tool

1.5.5Fibbonacci – used to format forms generated from Carefirst

1.5.6SAP – WBC's ERP system. Used to generate invoices and payment to clients and providers

1.5.7SRDB – legacy access database and a temporary interface between Carefirst and the Councils financial systems. Plans are in place to migrate fully to Carefirst 6 finance module.in 2014.

1.6The contract for the current system expires in 2015 and the Council seeks to implement a solution by December 2015.

1.7 The information within this document defines the current technical infrastructure standards that apply to relevant information systems and information technologies within the Council’s networks.

1.7.1Technical Infrastructure – Corporate Network (PSN & N3 connected)

Control / Standard
PC Operating System(s) / Windows 7 Enterprise sp1
ActiveDirectory Group Policy
Public Access PC Operating System / Windows 7 Enterprise sp1
DeepFreeze Enterprise
Public vlan only
Server Operating System(s) / Microsoft Windows Server 2003
Microsoft Windows Server 2008, and 2008 R2
Unix/Linux
Data Storage / Storage Area Network (SAN)
Direct Attached Storage (DAS)
Database Management System(s) / Microsoft SQL Server 2008
Oracle 11g
commitment to Microsoft SQL Service Packs mandated
Network / Extreme Summit
Switched 1000Mbps Fast Ethernet
100mbps to desktop
Dual 1000Mbps Internet connection
(peer connections for failover/resilience)
Server Virtualisation Platform(s) / VMware VSphere ESXi 4.1
Desktop Application Suite / Microsoft Office 2010 Professional
Application Platform(s) / EDM – Civica Comino
CRM – Microsoft Dynamics
ERP – SAP
Website Development / JADU Galaxy (externally hosted)
Umbraco CMS (Warrington hosted)
Voice Systems / Voip - Avaya One / OneX Communicator
Mobile network gateway - Packet Media
Voicemail – Netcall
Directory – Netcall
Mobile Network Operators / Vodafone
O2
Remote Access Gateway / Managed endpoint, fixed site: Aruba RAP
Managed endpoint, mobile: Juniper NetworkConnect/Pulse
Third-Party endpoint : Juniper SSLVPN

Only the Council top 11 business systems have a recovery time objective of between next day out to 10 recovery days. All other business systems are subject to best efforts recoveries from day 11 onwards.

1.7.2 Technical Infrastructure – Customer Network (not connected to PSN/N3)

Control / Standard
PC Operating System(s) / Windows 7 Enterprise sp1 (customer licence)
Windows XP Professional (customer licence)
Customer AD group policies
Public Access PC Operating System / Windows XP Professional (customer licence)
DeepFreeze Enterprise (PN)
Public vlan only
Server Operating System(s) / Microsoft Windows Server 2003
Microsoft Windows Server 2008 R2
Solaris
Data Storage / Storage Area Network (SAN) (Customer data group)
Direct Attached Storage (DAS)
Database Management System(s) / Microsoft SQL Server 2008
Oracle 10 (Sirsi)
Network / Virgin Media Business WAN (MAVPN)
BT WAN (LES)
Extreme Summit
Dual 1000Mbps Internet connection
(peer connections for failover/resilience)
Server Virtualisation Platform(s) / VMware VSphere ESXi 4.1
Desktop Application Suite / Microsoft Office 2010 Professional
Microsoft Office 2003 Professional
Application Platform(s) / Specific to Customer Business
Website Development / JADU Galaxy (externally hosted)
Umbraco CMS (Warrington hosted)
Voice Systems / TBA.
Voip - Avaya One / OneX Communicator
Mobile network gateway - Packet Media
Voicemail – Netcall
Directory – none
Mobile Network Operators / Vodafone
O2
Remote Access Gateway / Third-Party endpoint : Juniper SSLVPN

Only the Council top 11 business systems have a recovery time objective of between next day out to 10 recovery days. All other business systems are subject to best efforts recoveries from day 11 onwards.

1.7.3Technical Environment – Website transactional (Web-DMZ protection)

Control / Standard
PC Operating System(s) / None
Server Operating System(s) / Microsoft Windows Server 2003
Microsoft Windows Server 2008, and 2008 R2
Linux (CentOS 5)
Data Storage / Storage Area Network (SAN) (Web-DMZ data group)
Direct Attached Storage (DAS)
Database Management System(s) / None
Network / Switched 1000Mbps Fast Ethernet.
Dual 1000Mbps Internet connection
(peer connections for failover/resilience)
Server Virtualisation Platform(s) / VMware VSphere ESXi 4.1 (Web-DMZ cluster)
Desktop Application Suite / None
Application Platform(s) / MandoForms
Website Development / Umbraco CMS (Warrington hosted)
Voice Systems / None
Mobile Network Operators / N/A
Remote Access Gateway / Third-Party endpoint : Juniper SSLVPN

Only the Council top 11 business systems have a recovery time objective of between next day out to 10 recovery days. All other business systems are subject to best efforts recoveries from day 11 onwards. Web-DMZ environment depends upon Primary Data Centre, no alternate Web-DMZ has been provisioned.

1.7.4Technical Environment – Legacy (Internal DMZ protection, No Internet)

Control / Standard
PC Operating System(s) / Microsoft Windows XP Professional
Microsoft Windows XP Tablet
Local Group Policy
Server Operating System(s) / Microsoft Windows Server 2003
Microsoft Windows Server 2000
Data Storage / Direct Attached Storage (DAS)
Database Management System(s) / Microsoft SQL Server 2000
Network / Switched 1000Mbps Fast Ethernet.
No access from the Internet
Server Virtualisation Platform(s) / None provided
Desktop Application Suite / Microsoft Office 2003 Professional
Microsoft Office 97 Professional

Only the council Top-11 business systems have a recovery time objective of between next day out to 10 recovery days. All other business systems are subject to best efforts recoveries from day eleven onwards. Legacy environments would be recovered in the last phase.

2Competition Process – Overview

2.1The tender process will be conducted via the Council's e-tendering system, the 'Chest'. All communications between the Council and Tenderers will be via the 'Chest', any communications outside of this system will not elicit a response.

2.2Where the Council receives a request for clarification as to the procurement process, documentation or other relevant issue, the question and response will be provided to all Tenderers. The question and response will be anonymised before transmission.

2.3The successful Tenderer will be required to enter into an Agreement, the form of which can be seen at Part 11 of this Invitation to Tender.

3Solution - Overview

3.1The Council will only consider solutions which propose the use of “off the shelf” software that is ready for immediate deployment. Solutions which have not been fully tested, deployed and proven elsewhere will be rejected.

3.2The Council will consider a solution which may be hosted on the Councils own maintained servers, or the Tenderer may propose to externally host the system. Likewise, the solution may propose either an alternative to, or integration with the current EDMS.

3.3Server(s) hosted by the Council reside in the Councils Data Centre and on the Councils Active Directory domain. The Council is responsible for their back up, maintenance of the software build (i.e. OS patching, antivirus updates) and audit. The Tenderer will be responsible for the support and maintenance of the application(s) running on the server(s). 24/7 Onsite and remote access, via RDP using the councils Access Gateway, will be provided to the successful Tenderer for support and maintenance purposes.

3.4The system architecture of the proposed solution must maintain the Council’s current compliances. Should the proposed solution be designed that all data and the management of the data remains within the Councils data centres and secure network, then the Council will remain responsible for maintaining the listed compliances, but would not implement a solution that compromised them:

3.4.1Public Services Network (PSN) code of interconnection, Code of Practice, Code of Connection v 2.7

3.4.2IGSOC (N3 – NHS network)

3.4.3Payment Card Industry Data Security Standard (PCIDSS)

3.4.4RFC 1918 (Address Allocation for Private Internets)

3.4.5ISO – 27001

3.5Where the solution is to host externally, Tenderers must provide full details with evidence, on what security standards and measures would be applied to the data, and how this is suitable for Impact Level3 systems and data. The Councils governance team will then decide whether this is a suitable level of protection. If the proposed measures are not thought to be suitable, then the tender will be rejected.

3.6Where the solution is available as both a cloud based and locally based service, Tenderers are asked to make it clear which statements and costs relate to which option.

3.7The solution will incorporate the following:

3.7.1case management for Adult and Children’s Social Care Teams;

3.7.2finance and contract management for both adult and children’s services;

3.7.3report creation and publishing (statutory and non-statutory);

3.7.4document management;

3.7.5mobile working;

3.7.6system integration capability.

3.7.6.1The Council requires a seamless integration between the CMS solution and the EDMS solution and also between the CMS solution and the councils financial (ERP) system.

3.7.6.2Due to the continued need to share data, the Council expect the solution to be able to easily integrate, communicate securely and share workflow and client records with other systems in both the Council and with other health and social care partners.

3.7.6.3For information, the Council expect some level of future data integration with the school management system, the early help system, the NHS patient management system, 5 Boroughs Trust clinical information system and Warrington & Halton NHS Foundation Trusts future clinical system.

3.7.6.4There is a national expectation that patients receive a seamless Health and Social Care service. The NHS number will be the primary identifier across these systems in order to deliver this requirement

3.8The solution must assist the Council in achieving the following outcomes:

3.8.1Efficiency – an intuitive system that is easy to navigate with efficient workflows;

3.8.2Value for money – cost effective whilst promoting effective use of staff time;

3.8.3Future Proof – modern and flexible platform that can integrate with various systems in a cost and time efficient manner and be accessed on a number of platforms;

3.8.4Incremental business improvement – A system and supplier that support continued refinement between users, process and technology.

3.9To assist with licence estimates, the council will require 300 concurrent licences.

3.10The Council requires as part of the solution, all data to be migrated from Carefirst. Where the proposal includes an alternative to the councils EDMS it is expected as a minimum that all documents related to open cases will be migrated to the EDMS.

3.11The Initial Agreement Period will be for 5 years, with up to a maximum of 2 annual extensions.

or

3.12The Initial Agreement Period will be for 3 years, with up to a maximum of 2, 2 year extensions.

4Tender evaluation process

4.1The Council will consider both price and quality in identifying the successful Provider.

4.2Quality will be assessed via:

4.2.2method statements (6.1.1 to 6.1.10 inclusive). Tenderers submit responses to the 10 methods statements. The Council will evaluate and score each method statement.

4.2.3presentation and site visit (6.2 and 6.3). Tenderers will attend a presentation and arrange a site visit, each of which will be evaluated and scored by the Council.

4.3Price will be assessed on the basis of a 7 year Agreement - to include start up and on-going costs.

5Calculation and weightings

5.1Quality will be allocated 70% of the points available and Price will be allocated 30% of the points available. The relative importance of each of the quality criteria is as follows:

Description / Weighting
Quality - methods statements, presentation and site visit
Case management
Finance, contracts and financial integration
Report creation and publishing
Document management
System administration
System integration
Innovation and future proofing
Implementation Plan
Mobile working & remote access
Support, maintenance and development
Presentation
Site visit
Price - based upon a 7 year Agreement / 9%
8%
7%
4%
4%
4%
4%
4%
3%
3%
15%
5%
30%

5.1.2The Provider with the lowest price will be allocated the maximum 30%, those with higher prices proportionately less, for example:

Price / % Score
Provider A - £10 / 30% (lowest price)
Provider B - £20 / 15%

5.1.3The Provider with the highest quality score for the methods statements, presentation and site visit will be allocated the maximum 70 marks, those with lower quality scores proportionately less, for example:

Quality score / % Score
Provider A - 40 points out of 70 / 56%
Provider B - 50 points out of 70 / 70% (highest quality)

5.1.4The price and quality marks will be added to arrive at the final score for each Tenderer.

6Method statements

6.1Please explain how you would intend to deliver the solution in relation to each of the 10 following methods statements.

Whilst there is no pre defined word limit for each method statement, Tenderers should ensure that they directly address the issues raised in each method statement and avoid simply referring to information which is contained in other documentation.

The response should refer to system functionality which currently exists and is in use in a live environment.

6.1.1Method statement 1 - Case management

(a)Describe how your solution makes it quick, easy and intuitive for front line social care staff to carry out their operational duties and how it minimises inputting time.

You should include as minimum, information about how your system achieves this when carrying out the following activities.

  • navigating around system
  • navigating between related case files
  • recording and reviewing client’s relations.
  • recording and reviewing a clients professional involvements
  • recording an assessment, plan, review plan or other interventions
  • recording contacts
  • processing a referral
  • accessing a client chronology
  • accessing case related documents
  • producing documents and reports
  • recording and reviewing a clients financial care contributions
  • recording activities that fall below social care thresholds i.e. Common Assessment Framework, Fair Access to Care, step up /down referrals etc.
  • communicating with a client.
  • quickly identifying and recording classifications and risks.

(b)Describe how your solution supports effective oversight and control of cases both in terms of case management and quality assurance.

(c) Describe how your solution supports users to case manage more effectively while helping them to minimise inputting errors.

6.1.2Method statement 2 – Finance, contracts and financial integration

(a)Both payments to providers/ clients / carers and debtor invoices are generated from the council’s corporate financial (ERP) system (SAP) and will be based on exports from the financial care solution. Expenditure and Income is accounted for within the care period (including deferred charges).

Describe how your solution supports efficient, accurate and integrated payment, billing and budget management for both Adult and Children’s services.

You should include as minimum, information about how your system achieves this when carrying out the following activities.

  • Integration of payments to SAP AP (Accounts Payable) based on client data
  • matching client data against invoices received
  • scheduling payments
  • managing direct payments
  • recording 1st and 3rd party care contributions
  • recording and calculating financial assessments
  • recording property and deferred charges
  • splitting client income to show deferred element (separate invoice line) on debtor invoice
  • Integration of debtor invoices to SAP AR (Accounts Receivable) based on client data
  • handling errors
  • managing and updating information such as care rates, financial codes, VAT codes and time allotments.
  • creating new customers
  • handling credit notes and refunds
  • performing periodic financial assessments

(b)Describe how your solution makes it quick easy and intuitive to manage and monitor contracts and organisations. Please include information about how the solution would help to provide users with up to date intelligence about concerns and complaints.

(c)Describe how you will integrate the outputs of your financial solution to the Council's financial system interface to achieve a fully functional payment and billing system. Please give details of similar financial integrations that you have undertaken at other sites.

Please detail the resources that you will provide and any resources that you require from the council or third party vendor to achieve this. Please detail any additional costs and itemise these on the payment schedule.

6.1.3Method statement 3 - Report creation and publishing

(a)Describe how the solution supports users to quickly and efficiently extract information from the system to enable the council to fulfil its statutory reporting requirements in the areas of:

  • short and long term return (SALT)
  • adult social care finance (ASC-FR and RA/RO)
  • safeguarding adults return (SAR)
  • children in need census
  • children looked after by local authorities in England (SSDA903)
  • private fostering arrangements in England (PF1)
  • equalities and classification framework (EQ/CL)
  • Mental Capacity Act – Deprivation of Liberty Safeguards (MCA DOLS)
  • SSDA702 MH Guardianship
  • SSDA902 Blind Return
  • Ofsted inspections of services for children in need of help and protection, children looked after and care leavers – Annex A child level data lists.

(b)Describe how your solution enables custom reports to be created such that information from all areas of the database can be accessed, data extracted, manipulated, analysed and presented in a variety of formats. Please include details of any additional software and licences that might be required and itemise these on the finance schedule.