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Invitation To TenderPartner Services – Customer Relationship

ManagementHerefordshire Council / NHS Herefordshire

Customer ServicesVersion: 1

Status: FINAL

Table of Contents1 Definitions 4

2 Introduction 6

2.1 Summary 6

3 Instructions, Guidance and Conditions 8

3.1 Instructions to Tenderers 8

3.2 Framework Award 11

3.3 Contract Call off11

3.4 Performance bonds and guarantees 12

3.5 Freedom of Information Act (2000), Environmental Information Regulations (2004) and Confidentiality 12

3.6 Tender Evaluation & Contract Award 13

3.7 Tender Conditions 18

4 Background 22

4.1 Herefordshire Public Services Customer Strategy 22

4.2 Vision 23

4.3 Customer Services Landscape 24

4.4 Technical Landscape 27

5 Scope 31

5.1 Objectives 31

5.2 Project Team 31

5.3 Project Scope 31

5.4 Detailed Product Descriptions 33

6 Supplier Response Section 42

6.1 Instructions 42

6.2 Mandatory Questions 42

6.3 Basic Information 44

6.4 Qualitative Response 46

6.5 Financial Response 49

6.6 Demonstration Format 53

7 Appendix A – Current SAP CRM Services 55

8 Appendix B - Declaration 90

9 Appendix C - Form of Tender 91

10 Appendix D - Grade definitions 92

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10.1 Summary 92

10.2 Junior Analyst / Junior Consultant 92

10.3 Business Analyst / Consultant 92

10.4 Integration Developer 93

10.5 Solutions/Application Specialist 94

10.6 Lead Solutions Architect/Technical Design Authority 95

10.7 Project Manager / Managing Consultant 96

10.8 Partner/Director 97

11 Appendix D - Public Services Contracts regulations 200699

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1 DefinitionsIn this Invitation To Tender the following words and expressions shall have the following meanings:

Words/Expressions Meaning

“Clarification Period” The time during which clarifications associated with the ITT or any support documentation may be sought in writing to the Contact Officer.

“Commencement Date” The date when the Contract commences.

“Contact Officer” Rob Knowles – Project Manager

[email protected]

“Contracting Authorities” The Council and any of the bodies referred to in section II.1.5 of the OJEU notice, reference 44284-2011 (2011/S 27-044284).

“Council” Herefordshire Council (The County of Herefordshire District Council) and its partnership and sub-contracted agencies.

“Form of Tender” The form submitted by the Tenderer to the Council as part of the Tender.

Herefordshire Public Services

The Council, Herefordshire PCT, Hereford Hospitals NHS Trust, Herefordshire Schools, GP’s, dental practices, community hospitals, parish councils together with any organisation executing duties on their behalf.

“ITT” Invitation To Tender.

“Lead Commissioner” The “Council”

“Pricing Schedule” The schedule of prices required to be completed by the Tenderer as part of the Tender.

“Services” Implementation Services relating to Customer Relationship Management and Customer Services Business Change

“Specification” The Council’s requirements in relation to the Services as detailed in this document and its appendices.

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“Return Address” The address to which completed tenders should be sent:

Ref: HISCRM01

Assistant Director – Law and GovernanceHerefordshire CouncilBrockington35 Hafod RoadHerefordHerefordshireHR1 1SH

“Tender” The completed and signed Form of Tender, together with all completed schedules and information submitted by a Tenderer.

“Tender Documents” All documents contained in this ITT.

“Tenderer” The applicant who has been invited by the Council to submit a Tender.

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2 Introduction 2.1 SummaryHerefordshire Council, as the contracting lead of the Herefordshire Public Services deep partnership, is embarking on a journey to significantly transform the delivery of all non-clinical public services to the citizens and businesses of Herefordshire.

As part of the transformation programme that is already underway, Herefordshire Council requires a technology platform to support the new operating model for contact handling.

The technology platform, Microsoft Dynamics CRM 2011, will be used by all customer-facing staff for the provision of service and will enable a joined up view between the primary customer contact channels and the specialist line of business applications and back office fulfilment teams.

Herefordshire Council as the lead partner within Herefordshire Public Services is seeking the following from a partner:

Implement a CRM system (Microsoft Dynamics CRM 2011) ready for delivery to all front line customer contact teams within the Council, including the contact centre and one-stop shops

Delivery of the requirements using the Microsoft Dynamics platform – we do not seek nor desire additional software to fulfil functionality already present in the product.

Associated implementation and development services for integration

Provide the Council with the capability to be self-sufficient through knowledge transfer and the appropriate choice / application of technology

Partnership arrangement in the development of intellectual property for a combined local authority and NHS customer services solution

Call-off arrangements for related software and services for the provision of a Customer Services solution

Innovative solutions with a rapid return on investment based on previous engagements

Demonstrable experience in deploying a solution for a local authority preferably in partnership with an NHS body

Experience in utilising and mentoring the client in an agile methodology approach.

In addition, optional services may be taken up at the Council’s discretion:

Business re-engineering and change management support for relevant council and NHS Herefordshire services

Software to complement Microsoft Dynamics CRM 2011

Hosting provision for related software and services

Maintenance and application support services for related software and services

Note we are NOT seeking the supply of Microsoft Dynamics licenses – we have already procured these through our existing agreements.

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This will be through a Framework Agreement in which the Council will be the Lead. The Framework Agreement will be for a period of four years from the date of award. The framework will be open to other public sector bodies within the West Midlands.

This will NOT be a sole supplier agreement and the Council or other organisations within Herefordshire Public Services or outside may choose to make alternative procurement arrangements.

Herefordshire Council only requirements have an expected budget for all phases of between £350-550k. The OJEU contract value has been set higher to allow other West Midland authorities to take advantage of the framework.

It is anticipated that the immediate calls-off from the Framework will be as follows:-

Product 1 – Scope Confirmation and Phasing

Product 2 – CRM Replacement and integration foundation

Product 3 – Single Citizen View foundation

Product 4 – Digital Channel Self-Service

Further products may be taken dependent upon partner responses and capability.

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3 Instructions, Guidance and Conditions3.1 Instructions to Tenderers

3.1.1 Participation in Invitation To TenderThis Invitation To Tender is being operated according to the OJEU open procedure.

3.1.2 AcknowledgementIf the Tenderer does not wish to, or is unable to Tender, it is requested that they communicate this through email to the Contact Officer by 4 th March 2011. Please outline ay reasons to the Contact Officer.

Please confirm attendance to the supplier open day by 4th Mach 2011 via email to the Contact Officer.

3.1.3 Discrepancies and Omissions concerning the Tender DocumentsShould the Tenderer find discrepancies in, or omissions from, the Tender Documents, they should communicate this via email to the Contact Officer.

3.1.4 Circular Advices, Clarification and QueriesThe terms of the Tender will not be negotiated. Only queries seeking clarification of the Tender Documents will be responded to.

The Contact Officer will respond to all queries by the issue of a Circular Advice to all Tenderers via email.

Any instruction or query response issued by the Council, prior to the Tender submission date, will be issued as a Circular Advice to all Tenderers via email, the names of the questioner shall remain anonymous.

3.1.5 OrganisationAn Organisation may complete the ITT as a single entity.

Where a consortium or sub-contracting approach is proposed, all information requested should be given in respect of the proposed lead supplier. Relevant information should also be provided (as indicated in the ITT) in respect of consortium members who will play a significant role in the delivery of the requirements under any ensuing contract.

Joint venture (JV) and special purpose vehicles (SPV) may apply, in which case please respond to questions supplying as much detail as available on your proposed structure at this time.

Organisations have been asked to include a single point of contact in their organisation for their response.

3.1.6 Study of Tender DocumentsThe Tenderer is required to examine the Tender Documents and to obtain all information as it may require. No claims whatsoever shall be entertained arising out of the Tenderers failure to study the Tender Documents.

3.1.7 Tender SubmissionTenders must be submitted for the whole of the Services.

Tenders to provide only part of the Services will be rejected.8

Costs submitted with the tenders must be best and final offers .

Please read and comply with the following points:

It is important that you answer all the questions as fully as possible unless indicated otherwise.

Do not change the format of the response documents as it they will be used for the official scoring.

Do not send any general marketing material or promotional information for your organisation by way of answers to any of the questions.

Do not insert or embed documents within this response.

Do not attach additional documents in response except where otherwise directed.

If you are part of a corporate group, please answer the questions specifically for your organisation (not the group).

Failure to fully complete this Invitation To Tender and comply with the instructions may result in disqualification of the tender submission.

Do not send any responses to the Invitation To Tender via email or fax. The only accepted route is post to the Return Address.

The name of the Organisation submitting the tender must be clearly marked on all pages of any documentation provided.

All questions must be answered in full.

All documents must be written in English.

Tenders not submitted in accordance with the above requirements will be rejected

3.1.8 Prior Knowledge of TenderersTenderers must assume that assessors will have no prior knowledge of the organisation and must provide all information they wish to be considered as part of the tender evaluation.

3.1.9 Tender Errors If the Council discovers errors in the Tender, the Tenderer may be required to justify the price/item(s) concerned. Any adjustments to the Tender made in agreement between the Council and the Tenderer shall be confirmed in writing by the Tenderer before final acceptance by the Council.

3.1.10 Innovative TendersAn innovative Tender is where a Tenderer produces an innovative solution to the Council’s requirements, which contains some benefit to the Council.

The benefit to the Council could be in terms of financial savings or efficiency or on opportunities to resolve other areas of improvement desired by the Council. This is reflected in the scoring.

Please only submit one tender, multiple different options presented as separate tenders will result in all submissions being disqualified.

3.1.11 Procurement timetable / notificationThe Council intends to select the successful Tenderer as per the timetable below and reserves the right to select the successful Tenderer on this date, at a later date, or not at all.

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The Council proposes the following timetable for the award of the Contract:

Activity Date Time / Notes

ITT issued 28/02/2011

Confirmation of tender response and attendance of open day

04/03/2011 3pmBefore confirming your desire to respond please ensure you can answer all the mandatory questions.

Supplier Open Day 10/03/2011 1pm startCouncil ChamberTown Hall

Brockington35 Hafod RoadHerefordHerefordshireHR1 1SHPlease read this tender before you arrive and confirm you are tendering via email to the Contact Officer. No more than two attendees from each organisation will be allowed.

Demonstration Slots scheduled

18/03/2011 We will contact you with available time slots. Responses will be on a first come first served basis.

Closing Date for Tenders 15/04/2011 To arrive no later than 2pm via post ONLY. Any tenders arriving after this time will NOT be considered.

Do not send any tenders via email! Postal only.

Demonstrations From 25/04/2011

To 05/05/2011

Demonstration slots will be confirmed week commencing 7th March 2011

Intention to award 06/05/2011

Contract Award 16/05/2011

First supplier Meeting Onsite 18/05/2011

The Council reserves the right to change this timetable and all Tenderers will be notified accordingly.

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Following evaluation of the Tenders the Council will make a decision on which, if any, Tender shall be accepted.

3.1.12 Documentation ProvidedThe following documents are provided as part of this tender pack:

HISCRM01 – Invitation To Tender (V1).doc

HISCRM01 – Financial Response.xls

HISCRM01 – Contract Conditions.doc

3.1.13 Tender Submission ChecklistPlease ensure that the following documentation is completed and returned with Tender submission. DO NOT EMAIL YOUR TENDER RESPONSE AS THIS WILL RESULT IN DISQUALIFICATION.

Document Section Required

(supplier_name) - HISCRM01.doc

3.5 Freedom of Information table

6 Your Response

Appendix B Declaration.

Please sign this as directed.

Appendix C Form of Tender.

Please sign this as directed.

(supplier_name) - HISCRM01.xls

6.5 Financial response information

Audited Accounts 9.2 Enclose copies of last 2 years audited accounts.

ALL DOCUMENTS Two (2) printed copies of ALL Documents

ALL documents electronically on USB stick or CD/DVD

3.2 Framework AwardFollowing the final tender evaluation the Council will inform the successful Tenderer in writing of the intention to place them on the Framework. Following a minimum standstill period of 10 calendar days and subject to there being no successful challenge the Council will award the Framework to the successful Tenderer. The Council will award to one Tenderer only.

3.3 Contract Call offContract call offs that will be placed by the Contracting Authorities will be based on the conditions of contract and the schedule of rates set out in the Framework and will set out the required Services to be provided.

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The templates for the call-off contracts to be awarded are contained in the framework agreement.

The process for call off shall be:

1. The Contracting Authority will identify a project for call off and send a request for services to the successful Tenderer.

2. The project brief will be sent to the successful Tenderer on the appropriate template

3. The successful Tenderer will respond using the appropriate template to the call off.

4. The Contracting Authority may require clarification of the proposals and an interview may be required.

5. Tenderer will be sent confirmation or rejection as to the status of their call off proposal.

6. The successful Tenderer will be sent a call off contract to sign and return to the Contracting Authority.

7. The Contracting Authority will execute the call off contract and return a copy to the successful Tenderer.

8. If a variation is required a request to scope and price will be requested.9. The successful Tenderer will respond using the appropriate template.10. The variation proposal will be reviewed and clarified.11. A variation will be raised for the successful Tenderer.12. A final invoice will be required by the successful Tenderer accompanied by a

close off project template.

3.4 Performance bonds and guarantees The Council does not require a parent company guarantee and/or a performance bond for this contract. The Council reserves the right to alter this requirement.

3.5 Freedom of Information Act (2000), Environmental Information Regulations (2004) and Confidentiality

The Council works in strict accordance with all legislation that requires information held by the Council to be released to the public. As such, the Council will only keep information that is properly confidential in its nature and then only for a reasonable amount of time. Tenderers should provide a schedule in their responses, of the information that they consider would prejudice their commercial interests if made available to the public after the tender is awarded.

Tenderers shall treat all information supplied by the Council in connection with this ITT as confidential, except that which may be disclosed for the purpose of obtaining sureties, guarantees and quotations as required for the preparation and submission of the Tender.

The documents which constitute the Tender Documents shall remain the property of the Council and, save for the purposes of the Tender, must not be copied or reproduced in whole or in part and must be returned to the Council upon demand.

If a Tenderer wishes to apply for exemption from the provisions of the FOIA, they should disclose it using the format shown below and submit it as part of their Tender.

FREEDOM OF INFORMATION TABLE – RESERVED INFORMATION

Information Class/Type Grounds For Exemption Date can be made available

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3.6 Tender Evaluation & Contract AwardFollowing receipt of Tender responses, an Evaluation Panel consisting of Herefordshire Council Officers, and any other external consultants as deemed necessary, will be constituted.

Copies of the Tenderer’s responses will be distributed to panel members, on the condition that they remain confidential.

The Council will evaluate the tenders against the criteria listed below to establish a ranking of tenders, in terms of the most economically advantageous tender. Tenderers may be required to answer written queries during the evaluation period to provide clarification regarding their tender.

The tender evaluation will allow Herefordshire Council to primarily select tenders that represent value for money

The Council intends to award any Contract based on the most economically advantageous offer.

The Council shall not be bound to accept the lowest priced Tender.

Tenders submitted without all the information required for the evaluation criteria will be considered incomplete and may therefore be rejected.

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3.6.1 Summary Marking SchemeThe summary marking scheme is shown below:

Maximum Scores Products

Section 1 2 3 4 5 6 7 8 9 10 ALLGrand Total

Basic Information 0 0Mandatory 0 0Financial 12500 500 8500 28500 50000

Financial 12500 500 8500 28500 50000Qualitative 5000 9000 7000 8000 6000 4000 3000 3000 1000 3000 49000

Capability 2500 4500 3500 4000 3000 2000 1500 1500 500 1500 24500Innovation 1500 2700 2100 2400 1800 1200 900 900 300 900 14700Quality 1000 1800 1400 1600 1200 800 600 600 200 600 9800

Demonstration 1000 1000Capability 500 500Innovation 300 300Quality 200 200

Grand Total 17500 9000 7000 8000 6000 4000 3000 3000 1500 11500 29500 100000

Section Area Product Product Name Sub Area Max Score

Product Weighting

Category Weighting

Final Maximum Score

6.2 Mandatory ALL Mandatory Questions N/A N/A N/A N/A N/A6.3 Basic

InformationALL Basic Information Questions N/A N/A N/A N/A N/A

6.4 Qualitative 1 Scope Confirmation and Phasing Capability 5 10 50 25006.4 Qualitative 1 Scope Confirmation and Phasing Quality 5 10 20 1000

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Product Weighting

Category Weighting

Final Maximum Score

6.4 Qualitative 1 Scope Confirmation and Phasing Innovation 5 10 30 15006.4 Qualitative 2 CRM Replacement and integration foundation Capability 5 18 50 45006.4 Qualitative 2 CRM Replacement and integration foundation Quality 5 18 20 18006.4 Qualitative 2 CRM Replacement and integration foundation Innovation 5 18 30 27006.4 Qualitative 3 Single Citizen View Capability 5 14 50 35006.4 Qualitative 3 Single Citizen View Quality 5 14 20 14006.4 Qualitative 3 Single Citizen View Innovation 5 14 30 21006.4 Qualitative 4 Digital Channel Self-Service Capability 5 16 50 40006.4 Qualitative 4 Digital Channel Self-Service Quality 5 16 20 16006.4 Qualitative 4 Digital Channel Self-Service Innovation 5 16 30 24006.4 Qualitative 5 Citizen Account Capability 5 12 50 30006.4 Qualitative 5 Citizen Account Quality 5 12 20 12006.4 Qualitative 5 Citizen Account Innovation 5 12 30 18006.4 Qualitative 6 Further Services (1) Capability 5 8 50 20006.4 Qualitative 6 Further Services (1) Quality 5 8 20 8006.4 Qualitative 6 Further Services (1) Innovation 5 8 30 12006.4 Qualitative 7 Further Services (2) Capability 5 6 50 15006.4 Qualitative 7 Further Services (2) Quality 5 6 20 6006.4 Qualitative 7 Further Services (2) Innovation 5 6 30 9006.4 Qualitative 8 Business re-engineering and change management Capability 5 6 50 15006.4 Qualitative 8 Business re-engineering and change management Quality 5 6 20 6006.4 Qualitative 8 Business re-engineering and change management Innovation 5 6 30 9006.4 Qualitative 9 Hosting Capability 5 2 50 5006.4 Qualitative 9 Hosting Quality 5 2 20 2006.4 Qualitative 9 Hosting Innovation 5 2 30 3006.4 Qualitative 10 Maintenance and application support services Capability 5 6 50 15006.4 Qualitative 10 Maintenance and application support services Quality 5 6 20 600

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Product Weighting

Category Weighting

Final Maximum Score

6.4 Qualitative 10 Maintenance and application support services Innovation 5 6 30 9006.5-FR1 Financial 1 Fixed Price for Product 1 Financial 25 10 50 125006.5-FR2 Financial ALL Rate Card (Average Weighted Day rate) Financial 30 18 50 270006.5-FR3 Financial ALL Premiums for out of hours working Financial 5 2 50 5006.5-FR4 Financial ALL Utilisation Discount Financial 5 1 50 2506.5-FR5 Financial ALL Payment Discounts Financial 5 1 50 2506.5-FR6 Financial ALL Volume Discounts/Rebates Financial 5 2 50 5006.5-FR7 Financial 9 Firm fixed price for Product 9 Financial 5 2 50 5006.5-FR8 Financial 10 Firm fixed price for Product 10 (Tier 3) Financial 15 6 50 45006.5-FR9 Financial 10 Firm fixed price for Product 10 (Tier 2) Financial 10 4 50 20006.5-FR10 Financial 10 Firm fixed price for Product 10 (Tier 1) Financial 10 4 50 20006.6 Demonstration ALL Presentation/Demonstration (1 hour) Capability 5 2 50 5006.6 Demonstration ALL Presentation/Demonstration (1 hour) Quality 5 2 20 2006.6 Demonstration ALL Presentation/Demonstration (1 hour) Innovation 5 2 30 300

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3.6.2 First Stage Evaluation The Council will examine compliance to the tender requirements in Section 3.1 this may result in the elimination of Tenderers who have failed to submit compliant tenders.

The Council will then examine compliance to the Mandatory questions in Section 6.2 - this may result in the elimination of Tenderers who have failed to submit compliant tenders.

3.6.3 Second Stage EvaluationThe Council will examine qualitative elements of the tender and score them accordingly. These are broken down into 3 areas and will be primarily based on the written information provided by the Tenderer in relation to the specific Product Descriptions:

1. Capability – Suppliers’ ability to demonstrate they can deliver the objectives and outcomes of each product in the timescales and resource envelope indicated.

2. Quality – Suppliers’ ability to demonstrate they can deliver at an appropriate level of quality.

3. Innovation – Suppliers’ ability to demonstrate creative approaches to accelerate implementation, increase benefit savings and re-use previously acquired intellectual property to meet the objectives and outcomes.

Each response within this section will be scored on the following basis:

Each product and category carries a relevant weighting as per the summary marking scheme.

There will be an opportunity for suppliers to meet face-to-face with the Evaluation Panel to articulate their approach and demonstrate a scenario. This will be scored in the same manner as the other qualitative responses.

The Council will examine the Financial aspects of the tender. The supplier with the lowest cost for each question will be awarded the maximum score. Other tender prices will be calculated as a percentage of the lowest price, and will accrue that percentage of the maximum score.

3.6.4 Third Stage EvaluationThe Council may require clarification on aspects of the tender submission (as per Section 3.7) which might result in a possible modification of the score. This potential revised score is the Final Score.

The scores for each tender will be compared to determine which tender has the highest combined weighted score. The Tender with the highest combined weighted score will be deemed as offering the most economically advantageous Tender and recommended for acceptance.

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3.7 Tender Conditions

3.7.1 Acceptance of TenderThe Tender shall constitute an irrevocable offer to perform the Services. The successful Tenderer shall conclude a formal Contract with the Council, which shall embody the Tenderer’s offer.

The ITT and the submission of the Tender shall not in any way bind the Council to enter into a contract with the Tenderer or involve the Council in any financial commitment whatsoever in this respect. The Council does not bind themselves to accept the lowest, or any, Tender, but at the Council’s sole discretion, may accept the whole or part of any Tender.

Any acceptance of a Tender by the Council shall be in writing. Upon such acceptance the Contract shall become binding on both parties. The Tender shall remain open for acceptance for a period of 6 months from the closing date for receipt of Tenders.

Any acceptance of a Tender is on the understanding that this does not bind the Council to a single supplier or exclusive contract for the Services supplied.

3.7.2 Rejection of TenderThe Council may reject any Tender and proposed solution that is:

Does not answer Yes to mandated questions

Incomplete

Cannot adequately quantify the whole life costs

Introduces additional risk

Submitted later than the prescribed date and time

Not in accordance with the ITT and all other provisions of the Tender Documents

In breach of any condition contained in the ITT

Deemed to not have passed the audited accounts financial assessment

The Council may also reject any Tender in respect of which the Tenderer:

Has directly or indirectly canvassed any official of the Council or obtained information from any other person who has been contracted to supply goods or provide services or works to the Council concerning the award of the Contract or who has directly or indirectly obtained or attempted to obtain information from any such member or official concerning any other Tenderer.

Fixes or adjusts the prices shown in the Pricing Schedule by or in accordance with any agreement or arrangement with any other person.

Communicates to any person other than the Council, the amount or approximate amount of the prices shown in the Pricing Schedule, except where such disclosure is made in confidence in order to obtain quotations necessary for the preparation of the Tender or for the purposes of insurance or financing.

Enters into an agreement with any other person, that such other person shall refrain from submitting a Form of Tender or shall limit or restrict the prices to be shown or referred to

Offers to pay or give any sum of money, inducement or valuable consideration to any person having direct connection with the ITT process, directly or indirectly, for doing

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or causing to be done, in relation to any other Tenderer or any other person’s proposed Tender, any act or omission.

In connection with the award of the Contract commits an offence under the Prevention of Corruption Acts 1889 to 1916 or gives any fee or reward the receipt of which is an offence under Section 117(2) of the Local Government Act 1972,

Such non-acceptance or rejection shall be without prejudice to any other civil remedies available to the Council or any criminal liability such conduct by a Tenderer may attract.

3.7.3 Amendment to Tender DocumentsShould any additions or deletions to the Tender Documents be considered necessary, prior to the date for submission of Tenders, these will be issued by the Council and deemed to form part of the Tender Documents. The Council reserves the right to extend the Tender submission date accordingly.

3.7.4 Tenderers ResponsibilitiesA Tenderer shall be deemed to have satisfied itself as to the accuracy and sufficiency of the Information submitted as part of the tender. A Tenderer shall also be deemed to have obtained for itself all necessary information as to risks, contingencies and any other circumstances which might influence or affect its Tender.

The Tenderer is responsible for all costs, expenses and liabilities incurred in connection with the preparation and submission of a Tender.

3.7.5 Council RepresentativesNo other person, except as so authorised by the Contact Officer, has any authority to make any representation or explanation to Tenderers as to the meaning of the Contract or any other Tender Document. Neither has any other person except as so authorised by the Contact Officer, any authority to provide instruction as to anything to be done or not to be done by Tenderers in relation to this tender.

3.7.6 Tenderers WarrantiesBy submitting a tender, the Tenderer is confirming compliance with all of the requirements as detailed in this ITT. In particular that:

All information, representations and other matters of fact communicated (whether in writing or otherwise) to the Council by the Tenderer or its employees, officers, agents or advisers in connection with, or arising out of, the Tender are true, complete and accurate in all respects

The Tenderer has full power and authority to enter into the Contract and provide the Services, and will, if requested, produce evidence of such to the Council

The Tenderer is of sound financial standing and the Tenderer, its partners, directors, officers and employees are not aware of any circumstances (other than any disclosed in the audited accounts or other financial statements submitted to the Council) which may adversely affect the financial standing in the future;

3.7.7 Council’s warranties and disclaimersWhilst the information in this ITT has been prepared in good faith, it does not purport to be comprehensive or to have been independently verified. With the exception of statements made fraudulently, the Council does not accept any liability or responsibility for the adequacy, accuracy or completeness of such information. The Council does not make any representation or warranty (express or implied) with respect to the information contained in

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the ITT or to any written or oral information made available to any Tenderer or its professional advisors.

Each Tenderer to whom the ITT is sent must take professional advice and undertake whatever investigation as it deems necessary, in order to make its own independent assessment of the proposed terms to determine its interest in the Contract.

This ITT is issued on the basis that nothing contained in it shall constitute an inducement or incentive nor shall have in any other way persuaded a Tenderer to submit a Tender or enter into any other contractual agreement. Under no circumstances shall the Council be liable to a Tenderer in respect of any costs incurred by a Tenderer (whether directly or otherwise) in relation to the preparation or submission of a Tender.

The fact that a Tenderer has been invited to submit a Tender does not necessarily mean that the Tenderer has completely satisfied all of the Council’s criteria. The Council reserves the right to request further information as appropriate and to assess this as part of the Tender evaluation process. The Tenderer shall have no claim whatsoever against the Council in respect of such matters.

The Council shall not make any payments to the successful Tenderer except as expressly provided for in the Contract.

No compensation or remuneration shall otherwise be payable, by the Council to the Tenderer, in respect of the Services, by reason of the Specification being different to that envisaged by the Tenderer or otherwise.

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4 Background 4.1 Herefordshire Public Services Customer StrategyWith increasing pressure on public sector finances, the need to consider how and where services are delivered is imperative. Herefordshire Public Services, like many other public sector organisations will need to continue to provide quality services, in an environment, which will put pressure on the scope and breadth of those services.

It will be important to be innovative in the design, or redesign of services so that the expectations of Herefordshire citizens are maintained and so that the impact of this financial pressure is reduced as far as possible to employees of NHS Herefordshire and Herefordshire Council. In anticipation of this difficult time and in order to reflect the emerging policy landscape for public services, the Herefordshire Public Services Customer Strategy sets out the direction in which public services will improve and change in order to maintain service levels and quality.

The strategy has 4 key aims:

Informed Services: By better use of the wealth of customer-related information we already have, we will develop a comprehensive, evidence-based picture of the people we serve.

Accessible Services: Modernising our customer-facing services will mean more integration across the whole public sector as well as within our own organisations.

Listening Services: Through regular, systematic and co-ordinated consultation and engagement with current and potential users, we will learn what our citizens need and want from their public services. Customer consultation, complaints and other ‘post contact’ feedback are a very important, sensitive and valuable source of learning. The current provision of these feedback opportunities will be brought together and streamlined as we strive to improve the quality of our customer contact.

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Trusted Services: Together, Herefordshire Council and NHS Herefordshire play a crucial role within communities fostering a sense of place and wellbeing. We will treat customers equally and fairly at all times. Through effective listening, engagement and open communication, we will strive to become trusted by citizens and business alike.

4.2 VisionIn order to maximise any further developments of front office/back office service development, in line with the Customer Strategy aim of improving accessibility of services to customers a small number of general principles have been agreed.

These will provide the framework upon which the changes and subsequent improvements to services will take place:

1. Customer Services should be the custodian of service delivery standards across all service delivery points

2. All first time inward bound e-mail/web form enquires should come through Customer Services.

3. Flexibility – ability to rapidly bring new services on-stream; cope with changing service delivery partners; and allow deep integration to existing systems.

4. Telephone – There should be a move towards a “single number, single location, blended service” for all services accessed through the HPS Service Centre (HSC). All first time customer contact by telephone to come via the Customer Contact Centre.

5. All regular, non-clinical outward bound fulfilment should be performed by Customer Services.

6. Internet: In any case, there should be development of a full web service delivery channel.

7. Customer Data Model - a ‘Single view of the Customer’ will be developed and used to inform channel management and service design by linking together identities held in various systems holding customer data.

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4.3 Customer Services Landscape

4.3.1 SummaryHerefordshire Council serves a population of around 180,000 people in one of the most geographically sparse populated counties within the UK. The map below shows the current location, type and metrics of the current Customer Service delivery teams. These are distributed geographically based on the market towns and Hereford City.

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Type: INFO ShopStaff: Service Available: 598Services Coverage: 262Most Popular Channel: Face-to-FaceTop 5 Services By Volume:1 – Resources - Benefits - Application Supporting Evidence2 – C&CS - Info in Herefordshire - Internet User3 – Blue Badges - General Enquiry4 – H&T - Bus Pass5 - Resources - Benefits - General EnquiryService Volumes: Total: 13687 Face-To-Face:12196 E-mail:142 Internet:28 Letter:1216 Telephone:104

Type: INFO ShopStaff: Service Available: 598Services Coverage: 327Most Popular Channel: Face-to-FaceTop 5 Services By Volume:1 – Library Services – Internet User2 – Library Services – General Enquiry3 – Halo Leisure – General Enquiry4 – Highways - StreetScene5 - Domestic Waste – Missed RecyclingService Volumes: Total: 13118 Face-To-Face:7737 E-mail:2899 Internet:1210 Letter: 84 Telephone:1188

Type: INFO ShopStaff: Service Available: 598Services Coverage: 412Most Popular Channel: Face-to-FaceTop 5 Services By Volume:1 – Resources - Benefits - Application Supporting Evidence2 – Blue Badges - General Enquiry3 – H&T - Bus Pass4 – Highways - Street Scene5 - Resources - Benefits - General EnquiryService Volumes: Total: 14143 Face-To-Face:10208 E-mail:3163 Internet:1 Letter: 170 Telephone:601

Type: INFO ShopStaff: Service Available: 598Services Coverage: 209Most Popular Channel: Face-to-FaceTop 5 Services By Volume:1 – Library Services - Internet User2 – Resources - Benefits - Application Supporting Evidence3 – Blue Badges - General Enquiry4 – H&T - Bus Pass5 - C&CS - Info in Herefordshire - Internet UserService Volumes: Total: 6687 Face-To-Face:5492 E-mail:102 Internet:156 Letter: 8 Telephone:929

Type: Internal TeamStaff: Service Available: 598Services Coverage: 62Most Popular Channel: LetterTop 5 Services By Volume:1 – Highways - StreetScene2 – DC – Info on Planning Application Process3 – Feedback - Health4 – Highways - Claims5 – Not Assigned (Uncategorised)Service Volumes: Total: 147 Face-To-Face:33 E-mail:22 Internet:0 Letter: 59 Telephone:33

Type: INFO ShopStaff: Service Available: 598Services Coverage: 312Most Popular Channel: Face-to-FaceTop 5 Services By Volume:1 – Resources - Benefits - Application Supporting Evidence2 – Resources - Benefits - General Enquiry3 – Blue Badges - General Enquiry4 – H&T - Bus Pass5 - DC Request to View File Current/Counter Copy/Historic PlansService Volumes: Total: 31142 Face-To-Face:23885 E-mail:920 Internet:126 Letter: 2285 Telephone:3913

Type: Contact CentreStaff: Service Available: 598Services Coverage: 543Most Popular Channel: TelephoneTop 5 Services By Volume:1 – Resources - Tax & Rates - Council Tax Telephone Payments 2 – Domestic Waste - Wheelie Bins3 – Wheelie Bin - Arrived4 – Resources - Tax & Rates - Council Tax - Change of Address5 - Domestic Waste - Missed RecyclingService Volumes: Total: 109924 Face-To-Face:7156 E-mail:6192 Internet:30 Letter: 51 Telephone:96495

Type: INFO ShopStaff: Service Available: 598Services Coverage: 106Most Popular Channel: Face-to-FaceTop 5 Services By Volume:1 – H&T - Concessionary Parking2 – Library Services - Internet User3 – Resources - Benefits - Application Supporting Evidence4 – Blue Badges - General Enquiry5 - H&T - Bus PassService Volumes: Total: 9167 Face-To-Face:4726 E-mail:25 Internet:0 Letter: 4226 Telephone:190

Bromyard

Ledbury

Leominster

Garrick House

Kington

Customer Information Team (CIT)

Ross On Wye

Plough Lane

4.3.2 Service Detail

Currently not all customer contact goes through Customer Services. Customer interaction is fragmented across traditional back-office roles (service fulfilment) and through partners.

The current Customer Services organisation includes three service delivery functions:

Contact centre – located in the main Council offices at Plough Lane, with around 14 seats (rising to 30) taking calls from Monday to Friday 08:30-05:30 and Saturday morning 09:00-12:00.

Service Centres– located in the major market towns across Herefordshire with around 100 staff:

o Hereford

o Bromyard – integrated library, leisure centre and service centre

o Leominster

o Ledbury – integrated library and customer service centre

o Ross-On-Wye – integrated library and customer service centre

Customer Insight Unit – dedicated team handling complaints and public experience across Herefordshire Council and NHS Herefordshire.

Service tickets are created in the CRM system and handed off via PDF attached to email to back office services to fulfil. Around 50 back office users consume these service requests.

4.3.3 Detailed View (Customer)Looking at the types of services customers currently consume and how they do so is a good starting point to understand the customer service function. This section expands on the summary section before

Top 10 Services (across all channels and locations based on previous financial year) that are tracked through and delivered by the Customer Services function.

1. Resources - Benefits - Application Supporting Evidence (12157)

2. Library Services - Internet User (9873)

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3. Resources - Tax & Rates - Council Tax Telephone Payments (7835)

4. Blue Badges - General Enquiry (7749)

5. Domestic Waste - Wheelie Bins (7306)

6. Resources - Benefits - General Enquiry (6503)

7. H&T - Concessionary Parking (6309)

8. Wheelie Bin – Arrived (6128)

9. Resources - Tax & Rates - Council Tax - Change of Address (5757)

10. Highways - Street Scene (5311)

The table below shows the breakdown by channel (based on previous financial year).

E-Mail Fax In Person Internet Letter Telephone7% 0% 36% 1% 4% 52%

The telephone is still the preferred method of contact followed in person visit to the Customer Service centres. The lack of Internet based services available contribute to the low figures – customers simply cannot do most things online. The figures below show the top 10 destinations for visitors (by number of times the page has been visited) to the Council.

1. Job vacancies (288,488)

2. Planning policies - transport policy (76,540)

3. Sites and special projects policy (54,700)

4. Council tax - individual account enquiries (51,376)

5. Business rates - individual account enquiries (50,196)

6. Current claim (council tax benefit) (49,240)

7. Library facilities (incl. location, opening hours) (48,664)

8. Current claim (housing tax benefit) (48,084)

9. Proposals for land use (46,904)

10. Planning consultations (42,976)

4.3.4 Existing servicesServices going through Customer Services are detailed in Appendix A.

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4.4 Technical Landscape

4.4.1 Customer Service Applications, Infrastructure and IntegrationCurrently the following systems are in use to provide the service. There is no integration from the CRM system at all other than to the email system.

The majority of systems are used by the back office to fulfil service tickets. Customer Service staff currently have to access each individually to chase status and cases.

Type Supplier Product (and Version)

Used For Current Integrations

Software SAP CRM (V7) Customer Relationship management System, entering and tracking service requests

Microsoft Exchange 2007 for email handoffs to back office services

Software SAP BI Reporting

Business Intelligence for CRM only

SAP CRM

Software Business Web Software

Achieve Forms

Limited rollout as online forms engine.

None.

Software Capita Academy Revenues and Benefits

IDOX Document Management

Software IDOX Document Management

Document Management and workflow for Academy only.

Academy Revenues and Benefits

Software Talis (Hosted)

Prism Library Management System, online portal for renewing/reserving library books

None

Software Civica APP (Advanced Public Protection)

Used across all traditional environmental services. Waste management, pest control, markets and fairs, licensing, planning, building control.

Northgate Land Charges system

Morse Wisdom EDRMS

Aligned Assets LLPG

Software Corelogic Frameworki Adult Social Care

Children’s Social Care

None

Software Paynet Paynet Merchant services Agresso ERP

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Systems and card, chip and PIN payments, cash receipting

(Finance, HR, Procurement – live April 2011)

Software Lorensburg Netloan PC booking in libraries

Software Pitney Bowes Mapinfo

Exponare GIS mapping and data user interface

Due for replacement by April 2011

Software Bespoke Reality Railcards None

Software Epiphany INFOR CRM Used by AMEY (outsourced provider of highways) to log calls and jobs

None

Software Bespoke VTEC Operated by Focsa (outsourced waste management) to track in realtime bin lorries and routes,

None

Software Bespoke Booking System

Booking system used by Halo Leisure Centre (outsourced leisure centre management)

None

Software Bespoke Access database

Concessionary parking

None

Software Bespoke Access database

Customer Insight unit

Used for case management of complaints, reporting and escalation across Council and NHS Herefordshire

None

Software Microsoft Outlook 2003 Calendaring and booking pest control officers

Software Microsoft Exchange 2007

Corporate email system

Migrating to Exchange 2010 by April 2011.

Software Bespoke Homepoint Homepoint lettings and bid application process form social housing.

Software Reddot CMS V5 Content Management Being replaced by 28



System for Internet site

Umbraco

Software Siemens ProCentre Contact Centre Telephony System

Not integrated to CRM

Under review, will be replaced alongside CRM implementation

Hardware Siemens HiPath 4000 Telephony System Not integrated to CRM

Under review, will be replaced alongside CRM implementation

4.4.2 ICT Architecture and VisionRecently several transformation programmes have consolidated and replaced many legacy software applications and legacy infrastructure. There has been a general move towards reducing the number of software applications in use to several key systems.

Below is a table of strategic systems that will be retained:

Type Usage Supplier System DetailServices Content Management

SystemUmbraco Umbraco To support the Internet

sites

Services Document and Records Management

Morse Wisdom Electronic document and records management interfaced to relevant line of business applications

Line of Business

Case management and workflow (Environmental services)

Civica APP (Advanced Public Protection)

Line of Business

Case management and workflow (Social Care)

Corelogic Frameworki

Line of Business

Finance, HR, Procurement (ERP)

Unit4 Agresso ERP

Line of Business

Case Management (Revenues and Benefits)

Capita Academy

Line of Business

Library Management (TALIS)

Talis Prism Back office only, front office incorporated into citizen portal

LLPG Local Land and Aligned Symphony

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Type Usage Supplier System DetailProperty gazetteer management

Assets Suite

Services Operational reporting Microsoft SQL Server SQL Server Reporting Services as data mart,

Services Document capture Kofax Capture Single document capture layer

Services Customer Relationship Management

Microsoft Dynamics 2011

Case management and Internet forms engine

Services Middleware/Integration Microsoft Biztalk 2010

Enterprise Service Bus architecture

Services Email Microsoft Exchange 2010

Services Collaboration Microsoft Sharepoint 2010

Intranet, extranet and customer service knowledgebase

Infrastructure Application Deployment Microsoft Terminal Services

Infrastructure Desktop Applications Microsoft Office 2010 Currently 2003, 2007 and small pilot areas of 2010, expect to move to 2010 during project

Infrastructure Desktop OS Microsoft Windows 7 Currently XP with small pilot groups of Windows 7

Infrastructure Servers VMWare VSphere4 Virtual server environment and hosting

Infrastructure Storage EMC Clariion Storage

Infrastructure Storage (Archival) EMC Centerra Storage for archival purposes

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5 Scope5.1 ObjectivesThe objectives of the project are as follows:

1. Consolidate all customer contact into a single front office function (the Customer Organisation) from all areas within scope into a single function.

2. Making front office service delivery convenient and as accessible as possible. This will be achieved through developing all available channels and consolidating services throughout the county.

3. Making service delivery as efficient as possible. As channels are developed, this project will make the delivery of services more efficient through end-to-end re-design. Through robust channels management and social marketing techniques, citizens will be encouraged to use the most cost-effective access points.

4. Demonstrating value for money through a mixture of efficiencies and a redistribution of investment. By making services as efficient as possible, this project will achieve benefits in each service area within scope.

5. Improving customer and citizen satisfaction. By making services more accessible and effective, customer satisfaction will improve and complaints will reduce.

5.2 Project TeamThe project will have a dedicated team to support the implementation. This will be expected to be supplemented by the supplier’s personnel where appropriate. The team consists of:

Project Manager ( 1 FTE)

Project Support (0.5 FTE)

Service Improvement Team (3.5 FTE) – business analysts and customer service officers

Go-Live Team (4 FTE) – go live support, training

Further resources including subject matter experts from service areas, development, web content and service specific resources can be stood up as required and are subject to capacity constraints.

5.3 Project ScopeThe project is composed of a number of deliverables (termed Products) that can be phased sequentially or in parallel.

The specific order of products to will be finalised at a later stage – dependant on a number of factors, including the supplier’s ability to deliver; available budget, opportunities for quick wins and project/programme dependencies.

Presented below are the series of products:




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Product 5 – Citizen Account

Product 6 – Further Services


Additionally, optional Products may be commissioned from the supplier:

Product 8 – Business re-engineering and change management support for the project

Product 9 – Hosting provision for Microsoft Dynamics

Product 10 - Maintenance and application support services for related software and services

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5.4 Detailed Product Descriptions

1 Scope Confirmation and PhasingObjective Confirm products and services in scope and the associated timescales

based on supplier experience, intellectual property and organisational readiness.

Timescales It is expected that Product 1 will be completely delivered within six weeks from the first supplier meeting. Suppliers should take note to ensure they quote and resource to meet this timescale.

Users N/A

Services N/A

Integrations N/A

Data N/A

Reporting N/A

Outcome 1. Agreed product descriptions for Products 1-42. Agreed project plan3. Agreed resource requirements from supplier and Herefordshire

Council4. Agreed technology roadmap and integration approach5. Agreed benefits profile and identification of quick wins6. Agreed cost envelopes for Products 2-5.7. Fixed price for this product agreed with this tender

2 CRM Replacement and Integration FoundationsObjective Replace SAP CRM system with Microsoft Dynamics 2011 to provide

broad service area coverage with integration to line of business systems. Ensure all users within Customer Services and relevant officers within the back office trained in system.Due to the number of services currently logged through SAP this will need to be a big bang approach – dual running will not be considered. See Appendix A for a list of all current CRM logged services.This should include a basic approach and technology framework for all generic CRM processes.

Signposting -This process involves the identification of customer needs/requirements and signposting/referral to the most appropriate department, service or agency

Information provision -This process involves the handling of enquiries/requests for information from customers

Detailed information / advice – This process involves the provision for specific information/advice to customers

Reporting (including complaints) -This process involves recording and acknowledging reports, compliments, complaints and comments from customers

Bookings and payments -This process involves requests from 33

2 CRM Replacement and Integration Foundationscustomers to book Council services and process involves accepting payments from customers

Request / Track a service -This process involves the capture of information to provide a specific service to the customer (whilst this is a generic process, the specifics of this will vary according to the line of business)

Simple Case Assessment

Timescales It is expected that Product 2 will be completely delivered by 1st

December 2011. Suppliers should take note to ensure they quote and resource to meet this timescale.Herefordshire Council would much prefer a more aggressive timescale and so innovative approaches will be considered.

Users 20 Contact Centre users (Customer Service Officers) 100 Service Centre users (across all Service Centre locations)

(Customer Service Officers) 150 Back Office Service Fulfilment users across different

organisations (Herefordshire Council, NHS Herefordshire, AMEY, FOCSA)

Services All existing services currently logged through current CRM system (See Appendix A)

Revenues and benefits – ability to take payments and set up payment arrangement through the usual mechanisms, including web, telephone and face-to face deeper integration to Capita Academy.

Channels Phone Face-to-face Post (White mail) Email SMS

Integrations Aligned Assets Symphony Suite - Local Land and Property Gazetteer (LLPG) – single source of address data including ability to update address information

Civica APP – presentation layer integration to allow case details to be called up from within CRM automatically (to cover Environmental Health/Trading Standards/Planning)

Capita Academy - presentation layer integration to allow case details to be called up from within CRM

Frameworki - presentation layer integration to allow case details to be called up from within CRM

TALIS presentation layer integration to allow library details to be brought up from within CRM

Morse Wisdom EDRMS – integration to allow documents to be stored and accessed securely. Likely to be through Sharepoint 2010.

Kofax Capture – integration to allow documents to be captured and stored against specific case details within the Morse Wisdom EDRMS.

34

2 CRM Replacement and Integration Foundations Sharepoint integration to allow knowledgebase articles to be stored. Enterprise Service Bus (ESB) over Microsoft Biztalk integration to

expose further integration to other systems in later phases. Integration to web payments engine Integration to SMS gateway for sending of text messages Integration to Email system (Microsoft Exchange) Integration to telephony system to allow CLI and screen-pops Integration to single citizen view data store Integration to GIS system to allow recording via maps

Data NO DATA IS TO BE MIGRATED FROM EXISTING SAP CRM Links to single citizen view foundation Full service categorisation based on Local Government Service List

(LGSL), Local Government Interaction List (LGiL) and Local Government Chanel List (LGChL). See www.esd-toolkit.org.uk

Pull in and replicate within Dynamics existing Customer Experience Microsoft Access database that tracks all customer complaints and referrals.

Reporting Integrated channel reporting and creation of SQL Server Reporting Services cube for cross channel reporting against services.

Integration into Herefordshire customised MOSAIC customer profiling

True end to end front to back office timings against SLA. Integrate reporting to GIS system to allow spatial reporting

Outcome 1. Implemented CRM system covering all existing services2. Trained users both within Customer Service and in back office

fulfilment services3. Reporting against SLA’s in place across all services4. SAP CRM decommissioned5. Minimised disruption for Customer Services and the citizen.

35

http://www.esd-toolkit.org.uk/

3 Single Citizen View FoundationObjective Create a single index of customer related information within all line of

business systems across Herefordshire Council and NHS Herefordshire. This will form the foundation of the single citizen account and the ability to update multiple line of business systems with changes in address, status etc…

Timescales It is expected that Product 3 will be completely delivered by 1st

December 2011. Users Between 5 and 10 users will be able to validate and accept changes

driven through the single citizen view.

Services All services.

Channels N/A

Integrations Microsoft CRM Microsoft Biztalk Enterprise Service Bus Capita Academy (Council tax/revenues and benefits) Civica APP (property) LLPG (location based information)

Data Electoral registration Revenues and Benefits Library Services NHS PAS (NHS Number link) Integration into Herefordshire customised MOSAIC customer

profiling HALO Leisure Centre database Epiphany CRM (INFOR – used by partner AMEY for highways and

environmental works) Additional systems as recommended or suggested by the supplier

Reporting Data quality and incomplete records will need to be reported on.

Outcome 1. Customer Data Model – mapped to entity level2. Identification of all primary keys across Line of Business systems3. Identification of business rules surrounding master/slave updates

for information.4. Construction of single citizen account database5. Population of single citizen account database with clean sourced

data (electoral registration, revenues and benefits - supplier ideas welcomed)

6. Integration to Microsoft Biztalk Enterprise Service Bus7. Ability to store and act upon consent captured at time of data and

permission to use.

4 Digital Channel Self-ServiceObjective Establish self-service including standard report it, pay it, apply for it type

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4 Digital Channel Self-ServicefunctionalityEstablish links to Content Management System and forms solution (proposed by supplier).Limited number of services initially but with a view to knowledge being transferred to Herefordshire to allow us to become self-sufficient in this area.

Timescales It is expected that Product 4 will be delivered by 1st December 2011.

Users Citizens of Herefordshire and beyond

Services Revenues and benefits end to end application and processing Libraries Report it based services (environmental health) Licensing end to end application and processing Additional quick win services as recommended by the supplier

Channels Web based (but extend to cover any digital device)

Integrations Talis (libraries) Capita Academy Civica Advanced Public Protection (APP) (DO NOT CONFUSE

WITH FLARE!)

Data N/A

Reporting Self-service reporting tied into CRM reporting and SSRS data warehouse.

Outcome 1. Services available online fully integrated to CRM system2. Proven methodology and technology for creating online services

across different categories e.g. paying for a service, booking a service, applying for a service, requesting information, etc…

37

5 Citizen Account

Objective Citizen portal building on products 3 and 4. To allow the citizen to access services based on the standard security rating of the transaction and view outstanding cases, my nearest public services functionality plus aggregation of messages from line of business systems (e.g. library books due, council tax in arrears).

Timescales It is expected that Product 5 will be delivered by 31st March 2012.

Users Herefordshire Citizens (up to 200,000)

Services All services enabled for online channel

Channels Digital channels web, kiosk based etc..)

Post for letters sending access PINs to citizens upon requesting a certain level of service (proof of ID)

Integrations Integrations to majority of systems listed in strategic technical landscape.

Data Full and bi-directional links to single citizen view, CRM, and related systems

Reporting Full reporting of usage of citizen account

Outcome 1. Herefordshire citizen account and web self-service portal

2. Single access point for citizen online for any service

3. Full security management including sending PIN letters to authenticate users to allow access to higher security rated services.

4. Full categorisation of all services (as per localised LGSL) according to security and authentication level.

5. Full integration to GIS systems allowing find my nearest,

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6 Further Services

Objective Expand and re-engineer services including deeper integration to CRM system and back office line of business systems.

Timescales It is expected that Product 7 will be delivered by QTR 1 2012/13 financial year

Users Approximately 100 back office users

Services Children’s Services Community Operations, Planning, performance and Development, Improvement and inclusion.

Children’s Services schools admissions

Provider Services

Legal and Democratic electoral registration and services

Public Health

NHS Switchboard

Channels All

Integrations As appropriate but as a minimum:

Corelogic Frameworki – deeper integration to allow appropriate information to be accessed by front office.

Deeper integration to Civica APP and Capita Academy

Further acceleration of web based self service

Data As appropriate

Reporting As appropriate

Outcome 1. Targeted service area coverage with deep integration and front to back business process re-engineering to allow further efficiencies

39

7 Further Services

Objective Expand and re-engineer services including deeper integration to CRM system and back office line of business systems.

Timescales It is expected that Product 7 will be delivered by QTR 2 2012/13 financial year

Users Approximately 100 back office users

Services Environmental and Cultural Services

Environmental Health and Trading Standards

Highways and Sustainability

Economic and Community Services

Planning and Transportation

Any remaining services not already listed

Channels All

Integrations As appropriate

Data As appropriate

Reporting As appropriate

Outcome 1. Targeted service area coverage with deep integration and front to back business process re-engineering to allow further efficiencies

8 Business Re-Engineering and Change Management Support

Objective To support Herefordshire Council with appropriate resources to support the project.

Timescales As appropriate

Outcome 1. Additional change management support, methodologies and frameworks to support Herefordshire Council deliver the projects.

2. Additional resources within this area including change managers, communications experts and business analysts to support Herefordshire Council in delivering the project.

9 Hosting Provision for Microsoft Dynamics

Objective To provide Herefordshire Council with available packages and costs for providing hosted Microsoft Dynamics solutions.

40

9 Hosting Provision for Microsoft Dynamics


Outcome 1. Hosted Microsoft Dynamics Platform for 400 users quoted annually as a cost per user

2. Innovative solution to on-site data integration

10 Maintenance and Support

Objective To provide Herefordshire Council with options and packages around support and maintenance for the supplied products including any annual maintenance on software you provide as part of this Tender.

This would include options for: Tier 3 Support – support for product

configuration/customisations / 3rd line support and all supplied software as part of your tender

Tier 2 Support – 2nd line support including provision of configuration and customization and all supplied software as part of your tender plus available days for customization support.

Tier 1 Support (Managed Service) – full managed service including all 1st line support, configuration, customisation and product development and all supplied software as part of your tender

Note – this should NOT include Microsoft Dynamics licences or software assurance as we already have these.


Outcome 1. Additional products, customisations and configurations covered by annual maintenance support

2. Costed options ranging from simple support to fully managed application support for the products supplied.

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6 Supplier Response Section6.1 InstructionsIn order to demonstrate how the Tenderer will provide a service that fully meets the requirements as detailed in the specification below.

The Tenderer must assume that assessors will have no prior knowledge of the organisation and must provide all information they wish to be considered as part of the tender evaluation. This may include quantitative evidence to support responses to the questions asked.

The response section is broken down into the following sections:

6.2- Mandatory Questions

6.3- Basic Information

6.4- Qualitative Response

6.5- Financial Response

6.6 - Demonstration Format

6.2 Mandatory QuestionsPlease read the following questions. Your response will only be considered if you can answer Yes to the following questions and can evidence this:

1 Do you have a minimum of five UK Local Authorities or NHS bodies currently live on Microsoft Dynamics CRM in which you were the main delivery partner?

As a minimum two Local Authorities MUST be Unitary Councils.

Please answer YES / NO then;

Please list all sites with contact names, email addresses and numbers. A minimum of 2 will be taken as references so you should ensure you have appropriate permissions to include them here.

2 Do you have experience of Microsoft Dynamics CRM 2011 and do you have current UK Local Authority or NHS customers live or planning to go live with the solution by July 2011?

Please answer YES / NO;

Please list customers planning to go live or who are already live with names and contacts. Please note we reserve the right to contact the individuals and organisations.

3 Do you have a minimum turnover of 6m UK Sterling? (We ask this on the premise of mitigating the Council’s exposure to risk)

Please answer YES / NO

4 Do you have Professional indemnity insurance of £3m sterling or over?

42


5 Have you answered in the negative to all questions in Section 6.3.4, and in the positive for all questions in 6.3.5 and 6.3.6?


6 Have you delivered a full lifecycle implementation of Microsoft Dynamics CRM for a Customer Services function within a Local Authority/NHS organisation?


43

6.3 Basic Information

6.3.1 Basic Details1 Name of the organisation in whose name the

tender would be submitted:

2 Contact name for enquiries about this submission:

3 Contact position (Job Title)

4 Address:Post Code:

5 Tel number:

6 Fax number:

7 E-mail address:

8 Company Registration number (if this applies)

9 Charities or Housing Association or other Registration number (if this applies). Please specify registering body:

10 Date of Registration:

11 VAT registration number:

12 Is your organisation:(Please tick one)

i) a public limited company

ii) a limited company

iii) a partnership

iv) a sole trader

13 Name of (ultimate) parent company (if this applies)

14 Companies House Registration number (if this applies):

15 What is the name and branch of your bankers (who could provide a reference)?

6.3.2 InsurancePlease provide details of your current insurance cover. We reserve the right to seek evidence.

Value

1 Employer’s Liability: £

2 Public Liability: £

3 Professional Indemnity (£3m) £

3 Other (please provide details): £

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6.3.3 Equal Opportunities1 Does your organisation have a written equal opportunities

policy, to avoid discrimination?Yes /No

6.3.4 Health and Safety1 Does your organisation have a health and safety at work system which

includes a policy, nominated manager and management system?Yes / No

6.3.5 Professional and Business StandingDoes any of the following apply to your organisation, or to (any of) the director(s) / partners / proprietor (s)?

1 Is in a state of bankruptcy, insolvency, compulsory winding up, receivership or subject to relevant proceedings:

Yes / No

2 Has been convicted of a criminal offence related to business or professional conduct.

Yes / No

3 Has committed an act of grave misconduct in the course of business

Yes / No

4 Has not fulfilled obligations related to payment of social security contributions

Yes / No

5 Has not fulfilled obligations related to payment of taxes Yes / No

6 Is guilty of serious misrepresentation in supplying information

Yes / No

7 Is not in possession of relevant licences or membership of an appropriate organisation where required by law

Yes / No

8 If the answer to any of these is “Yes” please give brief details, including what has been done to put things right.

6.3.6 Financial Information

1 What was your turnover in the last two years?

Please enter response here

2 Has your organisation met the terms of its banking facilities and loan agreements (if any) during the past year? If No what were the reasons and what has been done to put things right?

Yes / No

3 Has your organisation met all its obligations to pay its creditors and staff during the past year? If No please explain why not:

Yes / No

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We reserve right to seek evidence, verify and credit checks carried out. before award of contract.

46

6.4 Qualitative ResponseFor each of the 10 products please complete a response proposing how you would carry out the work to deliver the requirements as detailed in Section 5 - Scope. Please note that you should ensure the following areas are covered for every product:

1. Explanation of your understanding of the issues and the approach you will take.

2. Explanation of how you will meet the objectives and stated outcomes for each product.

3. Detailed explanation of your project plan and implementation process including approach.

4. Breakdown of resources required from both sides to meet the required timescales. In quoting your own resources please use the standard definitions contained in Appendix C that relate to the grades of staff that will be used. These should also be the same as those used in the financial response section regarding average weighted day rate. This does not apply to Products 9 and 10. Note this part of your response is for information only.

5. Detailed explanation of how previous engagements can accelerate the implementation and rollout of the product.

6. Explanation of the formal processes your organisation will use and implement to ensure knowledge transfer is undertaken.

For product 10 please detail the scope of any service and support packages.

Responses


Please enter your response here

1

2

3

4

5

6



1

2

3

4

47

5

6



1

2

3

4

5

6



1

2

3

4

5

6

Product 5 – Citizen Account


1

2

3

4

5

6



1

2

3

4

48

5

6



1

2

3

4

5

6

Product 8 – Business re-engineering and change management support for the project


1

2

3

4

5

6

Product 9 – Hosting provision for Microsoft Dynamics


1

2

3

5

6

Product 10 - Maintenance and application support services for related software and services


1

2

3

5

49

6

6.5 Financial ResponsePlease note that all questions will be evaluated as per the scoring matrix in Section 3.6.1.

Please enter all responses in the (supplier_name) - HISCRM01.xls spreadsheet

Question ITT Evaluation

FR1 Firm fixed price (excluding Vat) for the provision of the Product 1 Note 1

FR2 Weighted average of daily rates for all other provisions in this specification Note 2

FR3 Discount – Out Of Hours Note 3

FR4 Discount – Utilisation Note 4

FR5 Discount – Early Note 5

FR6 Discount – Volume Note 6

FR7 Firm Fixed price (excluding Vat) for the provision of the Product 9 Note 1

FR8 Firm fixed price (excluding Vat) for the provision of the Product 10 (Tier 3 Support) Note 1



Note 1: Your firm fixed price will be evaluated as per the scoring matrix. The lowest Tender will receive full marks. Other Tenderers will receive a proportion of the total marks in direct relation to the ratio between the lowest tender and their tender.

Note 2: Your weighted average daily rate will be evaluated as per the tables below.

50

Grade of staffDaily rate

excluding Vat (a)

Weighting (b) Weighted daily rate (a) x (b)

Junior Analyst / Junior Consultant 10%

Business Analyst / Consultant 15%

Integration Developer 10%

Solutions/Application Specialist 25%

Lead Solutions Architect/Technical Design Authority 15%

Project Manager / Managing Consultant 20%

Partner/Director 5%

WEIGHTED AVERAGE

Weighted Average Daily Rate MarksThe Tenderer who submits the lowest tender Full

Other Tenderers will receive a proportion of the total marks in direct relation to the ratio between the lowest tender and their tender.

Day Rates

Day Rates are defined as the sum of the Payroll Costs and Standard Mark Up.

Payroll Costs

A “standard” day is defined as a minimum of 8 hours, with additional time as reasonably required, between the core hours Monday to Friday between 8 am and 8 pm EXCLUDING TRAVEL TIME. Any work undertaken outside this standard day, details of premium charges must be supplied under Note 3 later in this section.

Tenderers should apply the number of working days in the year that they normally use in calculating daily costs and rates for this ITT.

The costs required under the section are the fully amortised Payroll Costs for each grade, which must expressly include as a minimum the items listed below:

basic salary, bonuses/commissions etc, National Insurance Contributions, or Social Security costs, or equivalent, employers pension contributions, other employee benefits such as private health Insurance, company car allowance, and insurance premiums

Standard Mark Up

The costs required under the section must expressly include as a minimum the items listed below:

51

expenses (e.g. travel costs ), general overheads (e.g. training costs, company equipment such as mobile

phones and all soft and hardware costs, professional subscriptions paid by the company),

insurance cover, quality inspection and reviews, support staff, and profit margin.

Standard mark ups are capped for the framework for the life of the framework.

Any incidental expenses (travel, photocopying, etc) and ongoing management/ supervisory / quality assurance costs involved in administering this framework agreement and any subsequent call-off contracts should be included under this heading. For this purpose it must be assumed that regular liaison meetings will be held with Account Manager to review the operation of the framework, at which the Tenderer will be asked to report on:

call off contracts awarded across the Contracting Authorities, progress on contracts, key performance indicators, contract close out form , update rates electronically, and invoicing and aggregated annual spend.

The Day Rates will be fixed for 1 year from the contract award date.

After this period, on an annual basis The Council will consider a reasonable change to day rates and any such change shall be calculated by reference to Table 15 Ref KAE2 for indexation as shown in the Linked Labour Market Statistics from the Office of National Statistics (available here http://www.statistics.gov.uk/pdfdir/lmsuk0111.pdf) as applied to the Payroll Costs of Day Rates defined above and as submitted in the open book spreadsheet.

For example:

Payroll Costs (GBP)

Percentage index increase (%)

Increase to Payroll Costs

Percentage mark up (%)

Revised indexed Day Rate (GBP)

a b c = a x b d e = d x (a + c)

400/day 5% 20/day 25% 525/day

Note 3: Premiums for out of hours working

The day rates developed above relate only to a standard working day. Please supply details premiums to be applied in cases of work being undertaken outside these hours when reasonably requested by the Council. Note again this excludes travel time:

Percentage Mark Up

Night-work (8pm to 8am)

Week-ends (Saturday or Sunday)

52

http://www.statistics.gov.uk/pdfdir/lmsuk0111.pdf

Bank Holidays

Day Rate premiums for out of hours working must be entered into the open book spreadsheet.

Use the template (supplier_name) - HISCRM01.xls to complete your response

Please note: percentage increases for out of hours working will only apply to cost of employment and not to percentage mark up rates.

Note 4 Utilisation discount

Tenderers must identify the percentages by which daily charge-out rates will be discounted for extended resource based commissions:

Length of Commission (Full Time Equivalents)

Percentage Discount

3 months

6 months

9 months

12 months

>12 months

Note that, in the event of the Council extending an existing commission, a higher level of utilisation discount will only be applied if such extension is for a minimum period of 3 months. Utilisation discounts will be applied to the total call off value.

The percentage-discount for any utilisation band must be at least as great as for the preceding utilisation band i.e. it is not permissible for the percentage-discount to get smaller as an assignment’s duration becomes longer;

One full time equivalent working week is considered as four continuous standard working days in a week.

Utilisation factors must be entered within the open book spreadsheet. Use the template (supplier_name) - HISCRM01.xls to complete your response

Note 5: Payment discounts

Standard payment terms, as detailed in the Contract, are 30 days from receipt of complete and compliant invoice. Please identify discounts you would offer for early settlement:

Percentage Discount

Compliant invoice paid within 10 days of receipt

53



Note: an invoice is deemed paid when the appropriate sum has been debited from the Council’s account via BACS transfer.Early Payment Discounts must be entered within the open book spreadsheet. Use the template (supplier_name) - HISCRM01.xls to complete your response

Note 6: Volume discounts/rebates

Volume related discount percentage rate shall be taken as the discount associated with the aggregated annual spend band reached (at the 31st of March each year) and will apply in full to the total invoice spend across all Contracting Authorities.

Aggregated Annual Spend Percentage Discount

£100-200k

£200-400k

£400-600k

£600-800k

£800k-1m

£1m plus

Volume Discounts / Rebates must be entered within the open book spreadsheet. Use the template (supplier_name) - HISCRM01.xls to complete your response

Note:

1. volume discounts/rebates shall apply to the whole of an assignment not just the days that meet or exceed the thresholds;

2. volume discounts/rebates shall be calculated on the basis of all the consultant days (see section 3.3.1) in an assignment and not those allocated to individual consultants or core disciplines; extensions to the working days agreed for an assignment will be included in the calculation of volume discounts/rebates;

3. where an extension to an assignment moves it into a higher volume discount/rebate band, such discount will be applied retrospectively to that assignment and the customer shall choose how to apply such retrospective discounts, e.g. as a credit note or a rebate on on-going charges,

6.6 Demonstration FormatThe demonstration will take the following form and will last 1 hour only:

1. Presentation of company and experience (5 minutes)

54

2. Outline of unique selling points and differentiators (20 minutes)3. Demonstration scenario (35 minutes) – End-to-end demonstration of a single citizen

account, covering logging into the website to apply for a planning consultation appointment, entering personal details such as address and case reference number, selecting a preferred time slot, checking diary of available Planning Officers and confirming slot via SMS.

55

7 Appendix A – Current SAP CRM ServicesNote that all service listed are simply form captures and hand-off by service ticket PDF attached to email. There is no current integration to any other system other than the email server (Exchange 2007).

Note that due to limitations in the SAP export the Solution brief column is cut short by about 5 characters. This effectively describes the knowledgebase or solution article to which the function relates.

Category1

Category1 Description Category2 Description Solution (brief)

CA_3 Building Control Building Control - Technical Advice Any specific technical advice not covereCA_3 Building Control What are Building Regulations Needed For? For the following work, the need for anCA_3 Building Control Request Building Regulations Application

FormFull Plans

CA_3 Building Control Request Building Regulations Application Form

Building Notice


Regularisation Certificate


Replacement windows


Unsure

CA_3 Building Control Reporting Dangerous Structures/Buildings Please gather the following information:CA_3 Building Control Street Naming and Numbering Is the property in a street or part of aCA_3 Building Control Request For a Completion Certificate The customer needs to confirm that theyCA_3 Building Control Completion Certificate Update on Progress Request for updates on completion certifCA_3 Building Control Request a Site Location Plan There is a fee for site location plans wCA_3 Building Control Request For Sewer Maps Requests for sewer maps must be passed tCA_3 Building Control Request For Plans - House Plans The customer needs to confirm that theyCA_3 Building Control Exemptions from Building Regulations Various types of work are exempt from BuCA_3 Building Control Building Regulations - Report Unauthorised

WorkAny work that a customer suspects should

56

Category1


CA_3 Building Control Boundary Disputes Generally these are civil matters and neCA_3 Building Control Booking an Appointment for a Site Visit Site visit requests will need to be passCA_3 Building Control Site Visits Information The list below represents those stages oCA_3 Building Control Pre-Application Advice General Pre-application advice must be gCA_3 Building Control Update on Building Regulations Application Request for updates on Building RegulatiCA_3 Building Control Demolitions If the customer's work involves the demoCA_3 Building Control Enquiry on Schedule of Fees / Costs <a href ="http://www.herefordshire.gov.uCA_91 Conservation Advice on Illegal Work on Tree/Hedge Reporting the illegal felling/removal ofCA_91 Conservation Advice on Cutting/Working on Tree/Hedge Reporting the illegal felling/removal ofCA_91 Conservation Information on Tree Protection Orders (TPO) Tree Preservation Orders or ConservationCA_91 Conservation Information on Tree Protection Orders (TPO) Request for a copy of a TPO (Tree ProtecCA_91 Conservation Information on Tree Protection Orders (TPO) Cutting down / pruning / working on a trCA_91 Conservation Request for Copies of Tree Protection Orders

(TPO)Request for a copy of a TPO (Tree Protec

CA_91 Conservation Information on Hedgerow Removal Notifications

Hedgerow removal - General information

CA_91 Conservation Request Copy of Hedgerow Removal Notification

Request for a copy of a HRN (Hedgerow Re

CA_91 Conservation Information on Protection Status of Tree/Hedge

Request for information on protection st

CA_91 Conservation Advice on Damaged/Dangerous Trees Dangerous Tree on Public Land.CA_91 Conservation Advice on Damaged/Dangerous Trees Dangerous Tree on Private Land.CA_91 Conservation How to Report Ecological Findings Reporting Ecological findingsCA_91 Conservation Information on Ecological Sites Give information required and log any quCA_91 Conservation Ecological Information on Surveys/Planning

RequestGive information required and log any qu

CA_91 Conservation Advice on Archaeological Matters on Private Land

Providing information on archaeological

CA_91 Conservation Information on Archaeological Events Information on archaeological eventsCA_91 Conservation Information on Archaeological Sites Information on Archaeological sites is hCA_91 Conservation Information on Archaeological Surveys Providing advice on Archaeological surveCA_91 Conservation Advice on Scheduled Ancient Monuments Ancient Monuments

57

Category1


CA_91 Conservation Request Application for Scheduled Monument Consent

Application for Scheduled Monument Conse

CA_91 Conservation Guidance for Doing Work on a SAM Guidance on doing work to a Scheduled AnCA_91 Conservation Request a Copy of a SAM Planning - Conservation - Request a copyCA_91 Conservation Report Illegal Work to a SAM Reporting illegal work to a SAMCA_91 Conservation Request Application for Conservation Area

Consent Conservation areas

CA_91 Conservation Information about Demolition If the customer's work involves the demoCA_91 Conservation Conservation Area Enquiries Information General Enquiry:CA_91 Conservation Conservation Area Enquiries Information Specific Enquiries:CA_91 Conservation Application for Listed Buildings Consent Application for listed building consentCA_91 Conservation Listed Building Status Enquiry Enquiries on the status of a building caCA_91 Conservation Request Copy of a Listing Request for a copy of a listingCA_91 Conservation Condition on Listed Building Consent Enquiry about a condition on a listingCA_91 Conservation Report Illegal Work Done on Listed Building Reporting illegal work to a listed buildCA_91 Conservation Advice on Curtilages Advice on Curtilages and listed buildingCA_91 Conservation Request Scheduled Monument Consent

ApplicationApplication for Scheduled Monument Conse

CA_91 Conservation Information on Historic Grants Is the building in question listed?CA_91 Conservation Information on Landscape Protection Policies Check via GIS if the land is protected wCA_91 Conservation Information on Public Right of Way Planning - Conservation - Public RightsCA_91 Conservation Request a HRN Form Before a hedge can be removed a HedgerowCA_130 Development Control DC - Do I Need Planning Permission? The Council will let you know if PlanninCA_130 Development Control DC - Planning Application Appeals Details of how to appeal are found on thCA_130 Development Control DC - Information on Advert Consent Planning - Development Control - PlanninCA_130 Development Control DC - Information on Planning Application Fees Planning Fees fall into different categoCA_130 Development Control DC - Information on Planning Application

ProcessPlease click on the weblink below for in

CA_130 Development Control DC - Progress on Enforcement Complaint/Case/Appeal

Limited information is available on the

CA_130 Development Control DC - Register Complaint/Query About a Development

Complaints around unauthorised work need

58

Category1


CA_130 Development Control DC - Request a Copy of a Policy/PPG/PPS or SPG

Request to see a copy of a policy / PPG

CA_130 Development Control DC - Request Planning Application Form - General

Planning applications and guidance notes

CA_480 Info In Herefordshire Info In Herefordshire - Bomb Threat Bomb ThreatCA_130 Development Control DC -Request Planning Application Form - Full

PlansPlanning Application - Full Planning App

CA_130 Development Control DC - Request Planning Application - Householder

Planning - Development Control - Househo

CA_130 Development Control DC - Planning Application - Advertisement Consent

Planning - Development Control - Plannin

CA_130 Development Control DC - Planning Application - Agricultural Building

Planning - Development Control - Plannin

CA_130 Development Control DC - Planning Application - Change of Use Planning - Development Control - ChangeCA_130 Development Control DC -Request For a Planning Search on

Property/LandPlanning - Development Control - Propert

CA_130 Development Control DC - Request For Block Plans Planning - Development Control - RequestCA_130 Development Control DC Request For Copy Decision Notice/Plans

HistoricPlanning - Development Control - Request

CA_130 Development Control DC - Information on Planning Permission Conditions

Queries about condtions on planning perm

CA_130 Development Control DC Request Progress Update on Planning Application

This information is held on the MVM syst

CA_130 Development Control DC Request Update on Progress of Appeal Planning - Development Control - RequestCA_130 Development Control DC Request view File Current/Counter

Copy/HistoricRequest to view a file or application

CA_130 Development Control DC Request view File Current/Counter Copy/Historic

Request for copy Decision Notice / Plans

CA_130 Development Control DC - Request for Site Visit (Development Control)

Planning - Building Control - Booking an

CA_130 Development Control DC - Request Application Check Planning - Development Control - HavingCA_130 Development Control DC Request on Timescales for Planning

ApplicationPlanning application timescales

59

Category1


CA_130 Development Control DC - Request Info on Publicity of Notification Planning - Development Control - InformaCA_130 Development Control DC Request Information on the Planning

CommitteeThere are three area planning committees

CA_130 Development Control DC Request to Amend a Planning Application Planning - Development Control - RequestCA_159 Forward Planning Core Strategy Developing Options Paper Give information required and log any quCA_159 Forward Planning Provide Information on Parish Plans Give information required and log any quCA_159 Forward Planning Provide Information on Flood Plain Enquiry Providing Information on Flood Plain EnqCA_159 Forward Planning Provide Information on Green Belt Enquiry Providing information on Green belt enquCA_159 Forward Planning Provide Information on Hereford By Pass Providing information on the Hereford ByCA_159 Forward Planning Provide Information on Land Studies Providing information on land studiesCA_159 Forward Planning Provide Information on Local Plans Information on Local PlansCA_159 Forward Planning Provide Information on Settlement Boundaries Give information required and log any quCA_159 Forward Planning Provide Information on Primary Shopping

FrontageProviding information on the Primary Sho

CA_159 Forward Planning Provide Information on the UDP Information on the UDP is held on the HeCA_175 Commercial Notifications - RIDDOR RIDDOR - Reporting of Injuries, DiseasesCA_175 Commercial Notifications - Notification of Food Poisoning Foodborne and certain other diseases ( LCA_385 Protection Notifications - Asbestos Calls about asbestos may relate to dispoCA_175 Commercial Notifications - Lift & Lifting Equipment Notification - Lifts & Lifting EquipmentCA_175 Commercial Allegations/Complaints - Food Stuffs Calls about unsatisfactory food or ingreCA_175 Commercial Allegations/Complaints - Food Premises Calls about unsatisfactory food premisesCA_175 Commercial Allegations/Complaints - Food Poisoning Caller is usually a member of the publicCA_175 Commercial Advice Information - Food Poisoning

OrganismsEHTS - Commercial - Food Posioning Organ

CA_175 Commercial Advice Information - Food Hygiene Safety For enquiries on food hygiene/safety gatCA_175 Commercial Allegations/Complaints - Health & Safety Health & Safety at work in HerefordshireCA_175 Commercial Notification - Registration for Food Premises Health & Safety at work in HerefordshireCA_175 Commercial Sunday Trading - Legislation Sunday TradingCA_175 Commercial EHTS - Commercial - Services - Food

CondemnationCaller may have experienced a powercut,

CA_175 Commercial Advice Information - Health & Safety Premises The caller may be an employer, employeeCA_199 Animal Health & Welfare AH&W - Animal Disease Report EHTS - Animal Health & Welfare - Animal

60

Category1


CA_199 Animal Health & Welfare AH&W - Animal Welfare Aminal Welfare.CA_199 Animal Health & Welfare AH&W - Licences Registration EHTS - Animal Health & Welfare - LicensiCA_199 Animal Health & Welfare AH&W - Suspect Illegal Animal Import EHTS - Animal Health & Welfare - SuspectCA_199 Animal Health & Welfare AH&W - Animal Carcasses EHTS - Animal Health & Welfare - AnimalCA_199 Animal Health & Welfare AH&W - Pet Passport EHTS - Animal Health & Welfare - Pet PasCA_980 Community Protection Dog Warden - Stray Dog The caller will be reporting a found (stCA_980 Community Protection Dog Warden - Lost Dog The caller will be reporting their lostCA_980 Community Protection Dog Warden - Dog Fouling EHTS - Dog Warden - Dog FoulingCA_980 Community Protection Dog Warden - Pooper Scoops EHTS - Dog Warden - Pooper ScoopsCA_980 Community Protection Dog Warden - Dangerous Dogs EHTS - Dog Warden - Dangerous DogsCA_199 Animal Health & Welfare Pest Control - Domestic Premise RodentsCA_199 Animal Health & Welfare Pest Control - Domestic Premise InsectsCA_199 Animal Health & Welfare Pest Control - Commercial Premise RodentsCA_199 Animal Health & Welfare Pest Control - Commercial Premise InsectsCA_198 Waste Management Domestic Waste - Missed Recycling Red stickers/labels on recycling containCA_198 Waste Management Domestic Waste - Missed Recycling Recycling missed collectionCA_198 Waste Management Domestic Waste - Missed Recycling Yellow stickers/labels on recycling contCA_198 Waste Management Domestic Waste - Missed Black Sack Missed Collection Black SacksCA_198 Waste Management Domestic Waste - Missed Black Sack Blue stickers on Missed Black SacksCA_198 Waste Management Domestic Waste - Needles EHTS - Domestic Waste - NeedlesCA_198 Waste Management Domestic Waste - Clinical Waste Cancelling/Suspending a Clinical Waste CCA_198 Waste Management Domestic Waste - Clinical Waste Clinical Waste Collection CriteriaCA_198 Waste Management Domestic Waste - Damage to Property -

Vehicle/CrewEHTS - Domestic Waste - Damage caused by

CA_198 Waste Management Domestic Waste - Full/Overflowing Litterbins EHTS - Domestic Waste - Full/OverflowingCA_198 Waste Management Domestic Waste - Weekly Parish Freighter

ServiceEHTS - Domestic Waste - Parish Freighter

CA_198 Waste Management Domestic Waste - Recycling Sites Refer to the weblink below for furtherCA_198 Waste Management Bulky Items- General Information The Council charges £15.00 for up to 3 iCA_198 Waste Management Trade Waste - New Customer Trade Waste BinsCA_198 Waste Management Trade Waste - New Customer Trade Waste SacksCA_198 Waste Management Trade Waste - Additional Bins EHTS - Trade Waste - Additional Bins/Bag

61

Category1


CA_198 Waste Management Trade Waste - Amend Waste Contract EHTS - Trade Waste - Amend ContractCA_198 Waste Management Trade Waste - Removal of Bins EHTS - Trade Waste - Removal of a TradeCA_198 Waste Management Trade Waste - Damage To Bins EHTS - Trade Waste - Damaged Trade

WasteCA_198 Waste Management Trade Waste - Change Collection

ArrangementsEHTS - Trade Waste - Amend Contract

CA_198 Waste Management Trade Waste - Cancel Contract EHTS - Trade Waste - Cancel Trade WasteCA_198 Waste Management Trade Waste - Missed Bin Missed Trade Waste BinCA_198 Waste Management Garden Waste - General Information IInformation about Garden Waste disposalCA_237 Licensing Animal Boarding Establishment - General

EnquiryNew Application

CA_237 Licensing Animal Boarding Establishment - General Enquiry

Renewal Application


Progress of Licence Application


Premises Issued with a Licence


Surrender a Licence


Amend/Variation of Licence


Fees


Complaint Against a Premise


General Enquiry


Appointment

CA_237 Licensing Dangerous Wild Animals - General Enquiry Amend/Variation of LicenceCA_237 Licensing Dangerous Wild Animals - General Enquiry FeesCA_237 Licensing Dangerous Wild Animals - General Enquiry Premises Issued with a Licence

62

Category1


CA_237 Licensing Dangerous Wild Animals - General Enquiry Complaint Against a PremiseCA_237 Licensing Dangerous Wild Animals - General Enquiry Surrender a LicenceCA_237 Licensing Dangerous Wild Animals - General Enquiry AppointmentCA_237 Licensing Dangerous Wild Animals - General Enquiry General EnquiryCA_237 Licensing Dangerous Wild Animals - General Enquiry New ApplicationCA_237 Licensing Dangerous Wild Animals - General Enquiry Renewal ApplicationCA_237 Licensing Dangerous Wild Animals - General Enquiry Progress of Licence ApplicationCA_237 Licensing Dog Breeding - General Enquiry Amend/Variation of LicenceCA_237 Licensing Dog Breeding - General Enquiry Progress of Licence ApplicationCA_237 Licensing Dog Breeding - General Enquiry Premises Issued with a LicenceCA_237 Licensing Dog Breeding - General Enquiry Complaint Against a PremiseCA_237 Licensing Dog Breeding - General Enquiry Surrender a LicenceCA_237 Licensing Dog Breeding - General Enquiry Does Customer Wish to Make an

AppointmenCA_237 Licensing Dog Breeding - General Enquiry General EnquiryCA_237 Licensing Dog Breeding - General Enquiry New ApplicationCA_237 Licensing Dog Breeding - General Enquiry Renewal ApplicationCA_237 Licensing Dog Breeding - General Enquiry FeesCA_237 Licensing Performing Animals - General Enquiry Variation of LicenceCA_237 Licensing Performing Animals - General Enquiry Progress of Licence ApplicationCA_237 Licensing Performing Animals - General Enquiry Is the Animal Licensed?CA_237 Licensing Performing Animals - General Enquiry Complaint Against an AnimalCA_237 Licensing Performing Animals - General Enquiry Surrender a LicenceCA_237 Licensing Performing Animals - General Enquiry Does Customer Wish to Make an

AppointmenCA_237 Licensing Performing Animals - General Enquiry General EnquiryCA_237 Licensing Performing Animals - General Enquiry New ApplicationCA_237 Licensing Performing Animals - General Enquiry FeesCA_237 Licensing Pet Shop - General Enquiry General EnquiryCA_237 Licensing Pet Shop - General Enquiry Renewal ApplicationCA_237 Licensing Pet Shop - General Enquiry FeesCA_237 Licensing Pet Shop - General Enquiry Queries - Premises Issued with a Licence

63

Category1


CA_237 Licensing Pet Shop - General Enquiry Surrender a LicenceCA_237 Licensing Pet Shop - General Enquiry Complaint Against a PremiseCA_237 Licensing Pet Shop - General Enquiry New ApplicationCA_237 Licensing Pet Shop - General Enquiry Variation of LicenceCA_237 Licensing Pet Shop - General Enquiry Progress of Licence ApplicationCA_237 Licensing Pet Shop - General Enquiry Does Customer Wish to Make an

AppointmenCA_237 Licensing Riding Establishment - General Enquiry Renewal ApplicationCA_237 Licensing Riding Establishment - General Enquiry Variation of LicenceCA_237 Licensing Riding Establishment - General Enquiry Progress of Licence ApplicationCA_237 Licensing Riding Establishment - General Enquiry Queries - Premises Issued with a LicenceCA_237 Licensing Riding Establishment - General Enquiry Surrender a LicenceCA_237 Licensing Riding Establishment - General Enquiry Does Customer Wish to Make an

AppointmenCA_237 Licensing Riding Establishment - General Enquiry FeesCA_237 Licensing Riding Establishment - General Enquiry General EnquiryCA_237 Licensing Riding Establishment - General Enquiry New ApplicationCA_237 Licensing Riding Establishment - General Enquiry Complaint Against a PremiseCA_237 Licensing Zoo - General Enquiry General EnquiryCA_237 Licensing Caravan Site - General Enquiry General EnquiryCA_237 Licensing Caravan Site - General Enquiry New ApplicationCA_237 Licensing Caravan Site - General Enquiry Amend/Variation of LicenceCA_237 Licensing Caravan Site - General Enquiry Progress of Licence ApplicationCA_237 Licensing Caravan Site - General Enquiry FeesCA_237 Licensing Caravan Site - General Enquiry Premises Issued with a LicenceCA_237 Licensing Caravan Site - General Enquiry Complaint Against a PremisesCA_237 Licensing Caravan Site - General Enquiry Does Customer Wish to Make an

AppointmenCA_237 Licensing Caravan Site - General Enquiry Surrender a LicenceCA_237 Licensing House to House Collections - General

EnquiriesGeneral Enquiries

CA_237 Licensing Street Collections - General Enquiry General Enquiry

64

Category1


CA_237 Licensing Amusements with Prizes - General Enquiry Amusements with PrizesCA_237 Licensing Acupuncture - General Enquiry General EnquiryCA_237 Licensing Acupuncture - General Enquiry New ApplicationCA_237 Licensing Acupuncture - General Enquiry Renewal ApplicationCA_237 Licensing Acupuncture - General Enquiry Amend/Variation of LicenceCA_237 Licensing Acupuncture - General Enquiry Progress of Licence ApplicationCA_237 Licensing Acupuncture - General Enquiry FeesCA_237 Licensing Acupuncture - General Enquiry Complaint Against a PremisesCA_237 Licensing Acupuncture - General Enquiry Surrender a LicenceCA_237 Licensing Butchers Shop - General Enquiry General EnquiryCA_237 Licensing Game Dealers - General Enquiry Amend/Variation of LicenceCA_237 Licensing Game Dealers - General Enquiry Progress of Licence ApplicationCA_237 Licensing Game Dealers - General Enquiry FeesCA_237 Licensing Game Dealers - General Enquiry Surrender a LicenceCA_237 Licensing Game Dealers - General Enquiry Premises Issued with a LicenceCA_237 Licensing Game Dealers - General Enquiry Complaint Against a PremiseCA_237 Licensing Game Dealers - General Enquiry General EnquiryCA_237 Licensing Game Dealers - General Enquiry New ApplicationCA_237 Licensing Game Dealers - General Enquiry Renewal ApplicationCA_237 Licensing Game Dealers - General Enquiry Does Customer Wish to Make an

AppointmenCA_237 Licensing Massage - General Enquiry Renewal ApplicationCA_237 Licensing Massage - General Enquiry Progress of Licence ApplicationCA_237 Licensing Massage - General Enquiry Complaint Against a PremiseCA_237 Licensing Massage - General Enquiry Does Customer Wish to Make an

AppointmenCA_237 Licensing Massage - General Enquiry Surrender a LicenceCA_237 Licensing Massage - General Enquiry Premises Issued with a LicenceCA_237 Licensing Massage - General Enquiry General EnquiryCA_237 Licensing Massage - General Enquiry New ApplicationCA_237 Licensing Massage - General Enquiry Amend/Variation of LicenceCA_237 Licensing Massage - General Enquiry Fees

65

Category1


CA_237 Licensing Motor Salvage - General Enquiry Renewal ApplicationCA_237 Licensing Motor Salvage - General Enquiry Progress of Licence ApplicationCA_237 Licensing Motor Salvage - General Enquiry FeesCA_237 Licensing Motor Salvage - General Enquiry Complaint Against a PremiseCA_237 Licensing Motor Salvage - General Enquiry Surrender a LicenceCA_237 Licensing Motor Salvage - General Enquiry Premises Issued with a LicenceCA_237 Licensing Motor Salvage - General Enquiry General EnquiryCA_237 Licensing Motor Salvage - General Enquiry New ApplicationCA_237 Licensing Motor Salvage - General Enquiry Variation of LicenceCA_237 Licensing Motor Salvage - General Enquiry Does Customer Wish to Make an

AppointmenCA_237 Licensing Pleasure Boats - General Enquiry General EnquiryCA_237 Licensing Sex Establishments - General Enquiry General EnquiryCA_237 Licensing Small Lotteries - General Enquiry Small LotteriesCA_237 Licensing Taxi Driver License General EquiryCA_237 Licensing Taxi Driver License New ApplicationCA_237 Licensing Taxi Driver License Application UpdateCA_237 Licensing Taxi Driver License FeesCA_237 Licensing Taxi Driver License Renewal ApplicationCA_237 Licensing Taxi Driver License Amend DetailsCA_237 Licensing Taxi Driver License Report Accident or DamageCA_237 Licensing Taxi Driver License ComplaintCA_237 Licensing Taxi Driver License AppointmentCA_237 Licensing Taxi Driver License Lost PropertyCA_237 Licensing Taxi Driver License Change Employer/CompanyCA_237 Licensing Taxi Vehicle License General EnquiryCA_237 Licensing Taxi Vehicle License New Vehicle ApplicationCA_237 Licensing Taxi Vehicle License Renewal ApplicationCA_237 Licensing Taxi Vehicle License Amend DetailsCA_237 Licensing Taxi Vehicle License Application UpdateCA_237 Licensing Taxi Vehicle License FeesCA_237 Licensing Taxi Vehicle License Report an Accident/Damage

66

Category1


CA_237 Licensing Taxi Vehicle License ComplaintCA_237 Licensing Taxi Vehicle License AppointmentCA_237 Licensing Taxi Vehicle License Lost PropertyCA_237 Licensing Taxi Vehicle License Change of VehicleCA_237 Licensing Taxi Vehicle License Change of ProprietorCA_237 Licensing Taxi Vehicle License Spare Vehicle ApplicationCA_237 Licensing Taxi Operator License Operators- General EnquiryCA_237 Licensing Taxi Operator License Operators- FeesCA_237 Licensing Taxi Operator License Operators - New ApplicationCA_237 Licensing Taxi Operator License Operators - Renewal ApplicationCA_237 Licensing Taxi Operator License Operators - Amend DetailsCA_237 Licensing Taxi Operator License Operators - Application UpdateCA_237 Licensing Taxi Operator License Operators - AppointmentCA_237 Licensing Licensing Act 2003 - General Enquiry Ask the customer to which licence theirCA_237 Licensing Licensing Act 2003 - Premise License General EnquiryCA_237 Licensing Licensing Act 2003 - Premise License New ApplicationCA_237 Licensing Licensing Act 2003 - Premise License Renewal ApplicationCA_237 Licensing Licensing Act 2003 - Premise License Variation/Amend Premises LicenceCA_237 Licensing Licensing Act 2003 - Premise License Amend DPS (Designated Premises

SupervisoCA_237 Licensing Licensing Act 2003 - Premise License Transfer LicenceCA_237 Licensing Licensing Act 2003 - Premise License Surrender a LicenceCA_237 Licensing Licensing Act 2003 - Premise License FeesCA_237 Licensing Licensing Act 2003 - Premise License Queries - Premises issued with a licenceCA_237 Licensing Licensing Act 2003 - Premise License Complaint Against a PremisesCA_237 Licensing Licensing Act 2003 - Premise License AppointmentCA_237 Licensing Licensing Act 2003 - Premise License Counter DocumentsCA_237 Licensing Licensing Act 2003 - Premise License Complaint against an ApplicationCA_237 Licensing Licensing Act 2003 - Club Premise Certificate General EnquiryCA_237 Licensing Licensing Act 2003 - Club Premise Certificate New ApplicationCA_237 Licensing Licensing Act 2003 - Club Premise Certificate Renewal ApplicationCA_237 Licensing Licensing Act 2003 - Club Premise Certificate Variation/Amend Club Licence

67

Category1


CA_237 Licensing Licensing Act 2003 - Club Premise Certificate Change Club SecretaryCA_237 Licensing Licensing Act 2003 - Club Premise Certificate FeesCA_237 Licensing Licensing Act 2003 - Club Premise Certificate Queries - Is Club Licensed?CA_237 Licensing Licensing Act 2003 - Club Premise Certificate Complaint Against a ClubCA_237 Licensing Licensing Act 2003 - Club Premise Certificate Complaint against an ApplicationCA_237 Licensing Licensing Act 2003 - Club Premise Certificate AppointmentCA_237 Licensing Licensing Act 2003 - Club Premise Certificate Surrender a LicenceCA_237 Licensing Licensing Act 2003 - Club Premise Certificate Copy of LicenceCA_237 Licensing Licensing Act 2003 - Club Premise Certificate Counter DocumentsCA_237 Licensing Licensing Act 2003 - Temporary Event Notice

(TEN)TEN

CA_237 Licensing Licensing Act 2003 - Personal License General EnquiryCA_237 Licensing Licensing Act 2003 - Personal License New ApplicationCA_237 Licensing Licensing Act 2003 - Personal License Renewal ApplicationCA_237 Licensing Licensing Act 2003 - Personal License Amend DetailsCA_237 Licensing Licensing Act 2003 - Personal License Notification of OffencesCA_237 Licensing Licensing Act 2003 - Personal License Counter DocumentsCA_237 Licensing Licensing Act 2003 - Personal License FeesCA_237 Licensing Licensing Act 2003 - Personal License Complaint Against a Personal License HolCA_237 Licensing Licensing Act 2003 - Personal License AppointmentCA_237 Licensing Licensing Act 2003 - Personal License Surrender a LicenseCA_237 Licensing Licensing Act 2003 - Personal License Copy of LicenseCA_237 Licensing Licensing Act 2003 - Fees Fees EnquiryCA_237 Licensing Licensing Act 2003 - Application Form Requesting a Licensing Application FormCA_237 Licensing Licensing Act 2003 - Application Update Licensing Application UpdateCA_237 Licensing Licensing Act 2003 - Appointment AppointmentCA_237 Licensing Licensing Act 2003 - Amend Details Amend DetailsCA_237 Licensing Camp Site - General Enquiry Progress of Licence ApplicationCA_237 Licensing Camp Site - General Enquiry Premises Issued with a LicenceCA_237 Licensing Camp Site - General Enquiry Complaint Against a PremiseCA_237 Licensing Camp Site - General Enquiry Does Customer Wish to Make an

Appointmen

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CA_237 Licensing Camp Site - General Enquiry Surrender a LicenceCA_237 Licensing Camp Site - General Enquiry New ApplicationCA_237 Licensing Camp Site - General Enquiry Amend/Variation of LicenceCA_237 Licensing Camp Site - General Enquiry General EnquiryCA_237 Licensing Ear Piercing - General Enquiry Progress of Licence ApplicationCA_237 Licensing Ear Piercing - General Enquiry FeesCA_237 Licensing Ear Piercing - General Enquiry Premises Issued with a LicenceCA_237 Licensing Ear Piercing - General Enquiry Complaint Against a PremiseCA_237 Licensing Ear Piercing - General Enquiry Surrender a LicenceCA_237 Licensing Ear Piercing - General Enquiry Does Customer Wish to Make an

AppointmenCA_237 Licensing Ear Piercing - General Enquiry General EnquiryCA_237 Licensing Ear Piercing - General Enquiry New ApplicationCA_237 Licensing Ear Piercing - General Enquiry Renewal ApplicationCA_237 Licensing Ear Piercing - General Enquiry Amend/Variation of LicenceCA_237 Licensing Electrolysis - General Enquiry Progress of Licence ApplicationCA_237 Licensing Electrolysis - General Enquiry FeesCA_237 Licensing Electrolysis - General Enquiry Premises Issued with a LicenceCA_237 Licensing Electrolysis - General Enquiry Complaint Against a PremiseCA_237 Licensing Electrolysis - General Enquiry Surrender a LicenceCA_237 Licensing Electrolysis - General Enquiry Does Customer Wish to Make an

AppointmenCA_237 Licensing Electrolysis - General Enquiry General EnquiryCA_237 Licensing Electrolysis - General Enquiry New ApplicationCA_237 Licensing Electrolysis - General Enquiry Renewal ApplicationCA_237 Licensing Electrolysis - General Enquiry Amend/Variation of LicenceCA_237 Licensing Tattooing - General Enquiry Variation of LicenceCA_237 Licensing Tattooing - General Enquiry Progress of Licence ApplicationCA_237 Licensing Tattooing - General Enquiry FeesCA_237 Licensing Tattooing - General Enquiry Premises Issued with a LicenceCA_237 Licensing Tattooing - General Enquiry Complaint Against a PremiseCA_237 Licensing Tattooing - General Enquiry Does Customer Wish to Make an

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AppointmenCA_237 Licensing Tattooing - General Enquiry General EnquiryCA_237 Licensing Tattooing - General Enquiry New ApplicationCA_237 Licensing Tattooing - General Enquiry Renewal ApplicationCA_237 Licensing Taxi County Transport Badge New/Renewal ApplicationCA_237 Licensing Taxi County Transport Badge amendCA_237 Licensing Taxi County Transport Badge Application UpdateCA_237 Licensing Taxi County Transport Badge FeesCA_237 Licensing Taxi County Transport Badge ComplaintCA_237 Licensing Taxi County Transport Badge AppointmentCA_981 Markets & Fairs Markets & Fairs - Markets Trading Standards - Markets & Fairs - MaCA_981 Markets & Fairs Markets & Fairs - Fairs/Special Events Trading Standards - Markets & Fairs - FaCA_981 Markets & Fairs Street Trading - Street Consent EHTS - Street Trading - Street ConsentCA_981 Markets & Fairs Street Trading - Highways Amenities EHTS - Street Trading - Highways AmenityCA_981 Markets & Fairs Street Trading - Hiring Space EHTS - Street Trading - Hiring SpaceCA_359 Trading Standards Poisons - Licensing - Clarifications of Poisons EHTS - Poisons - Licensing - ClarificatiCA_359 Trading Standards Poisons - Licensing - Leaflets LeafletsCA_359 Trading Standards Poisons - Licensing - Products That Contain

PoisonEHTS - Poisons - Licensing - Products th

CA_359 Trading Standards Poisons - Licensing - Registration EHTS - Poisons - Licensing - RegistratioCA_359 Trading Standards Poisons - Licensing - Storing of Poison EHTS - Poisons - Licensing - Storing ofCA_359 Trading Standards Poisons - Licensing - Restrictions Apply to

BuyersEHTS - Poisons - Licensing - Restriction

CA_359 Trading Standards Animal Feeds - Registration/Approval EHTS - Animal Feeds - Registration/ApproCA_359 Trading Standards Animal Feeds - Animal Feeds (EC Hygiene

Regs)EHTS - Animal Feeds - EC Hygiene Feed Re

CA_359 Trading Standards Petroleum Spirits - Storing Of Petroleum Spirit EHTS - Trading Standards - Storing of PeCA_359 Trading Standards Petroleum Spirits - Advice/Legal

RequirementsEHTS - Petroleum Spirits - Advice/Legal

CA_359 Trading Standards Explosives & Fireworks - Sell/Store EHTS - Explosives & Fireworks - Sell/StoCA_359 Trading Standards Explosives & Fireworks - Application Pack EHTS - Explosives & Fireworks - ApplicatCA_359 Trading Standards Explosives & Fireworks - Gun Powder & Black EHTS - Explosives & Fireworks - Gun Powd

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PowderCA_359 Trading Standards Explosives & Fireworks - Shotgun Cartridges EHTS - Fireworks & Explosives - ShotgunCA_980 Community Protection Abandoned Shopping Trolley EHTS - Protection - Abandoned Shopping TCA_980 Community Protection Abandoned Vehicle Report Abandoned VehicleCA_980 Community Protection Abandoned Vehicle Claim Abandoned VehicleCA_385 Protection Filthy & Verminous Properties If the Customer is requesting treatmentCA_385 Protection Hazardous & Toxic Substances EHTS - Protection - Hazardous SubstanceCA_385 Protection Radon EHTS - Protection - Radon GasCA_983 Travellers Gypsy & Travellers EHTS - Protection - Gypsies and TravelleCA_385 Protection Home Burials EHTS - Protection - Home BurialsCA_385 Protection Noise Nuisance Domestic - Loud MusicCA_385 Protection Noise Nuisance Domestic - House AlarmCA_385 Protection Noise Nuisance Domestic - Barking DogsCA_385 Protection Noise Nuisance Domestic - DIYCA_385 Protection Noise Nuisance Domestic - ShoutingCA_385 Protection Noise Nuisance Domestic - OtherCA_385 Protection Noise Nuisance Industrial / Commercial PremisesCA_385 Protection Noise Nuisance Noise in StreetCA_385 Protection Contaminated Land The Customer may be enquiring about -CA_385 Protection Industrial Pollution EHTS - Protection - Industrial PollutionCA_385 Protection High Hedges High HedgesCA_385 Protection Deceased Person - No Next of Kin Deceased Person - No Next of KinCA_385 Protection Drainage Manhole in the RoadCA_385 Protection Drainage Gullies in RoadsCA_385 Protection Drainage Septic Tank or Cesspool/pitCA_385 Protection Drainage Houses built Before 1937CA_385 Protection Drainage Houses built After 1937CA_385 Protection Private Water Supply Advise the Customer that if it is NOT aCA_385 Protection Private Water Supply Private Water Supplies- Swimming PoolsCA_385 Protection Private Water Supply Private Water Supply - Drinking WaterCA_385 Protection Private Water Supply Private Water Supply - River, Stream orCA_401 Highways H&T - Bridge Maintenance Bridge Maintenance queries must be dealt

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CA_401 Highways H&T - Carriage Repairs - Pot Holes Carriage Repairs queries must be dealt wCA_401 Highways H&T - Carriage Repairs - Claims Carriage Repairs queries must be dealt wCA_401 Highways H&T - Carriage Repairs - Defects Carriage Repairs queries must be dealt wCA_401 Highways H&T - Drainage Installation Highway drainage queries must be dealt wCA_401 Highways H&T - Carriage Repairs - Dropped Kerb

VehicleDropped Kerb queries must be dealt with

CA_401 Highways H&T - Flood Alleviation Flood alleviation queries must be dealtCA_401 Highways Highways - Flood Warning Systems If local flooding has affected individuaCA_401 Highways H&T - Footpaths/Footways Footpaths/Footways queries must be dealtCA_401 Highways H&T - Gulley Cleansing Gulley Cleansing queries must be dealt wCA_401 Highways H&T - Hedge Maintenance Hedge Maintenance queries must be dealtCA_401 Highways Highways - Claims If caller states they want to make a claCA_401 Highways H&T - Highway Defects - Reports Highway defects queries must be dealt wiCA_401 Highways H&T - Highway Design Requirements Highway design queries must be dealt witCA_401 Highways H&T - Highway Drainage Highway drainage queries must be dealt wCA_982 Bereavement Memorial Seating Memorial Seating, Sponsorship of a Tree,CA_401 Highways Highways - Neighbourhood Watch Neighbourhood Watch Sign RequestCA_401 Highways H&T - New Roads - Section 38 New Road queries must be dealt with by tCA_401 Highways H&T - Overhanging Trees/Roads Overhanging tree queries must be dealt wCA_401 Highways Highways - Parish Council Signs Parish Council SignsCA_401 Highways Highways - Parish Schemes LengthsmanCA_401 Highways Highways - Paved Areas Construction/ MaintenanceCA_401 Highways H&T - Paved Area - Maintenance Paved area queries must be dealt with byCA_401 Highways Highways - Permission to work Highway Permission to work in the HighwayCA_401 Highways H&T - Public Rights of Way Highways and Transportation - Public RigCA_401 Highways H&T - Raised Manholes Enquiries on Raised Manholes must be deaCA_401 Highways H&T - Road Closures Road closure enquiries must be dealt witCA_401 Highways Highways - Road Markings NEW ROAD MARKINGS, NEW ROAD

SIGNAGE, SPECA_401 Highways H&T - Road Sign Maintenance Road sign maintenance enquiries must beCA_401 Highways H&T - Road Surfaces Road surface enquiries must be dealt witCA_401 Highways H&T - Safety Barriers Safety barrier enquiries must be dealt w

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CA_401 Highways Highways - Scaffolding Permits Scaffolding permitsCA_401 Highways Highways - Skips - Permission SkipsCA_401 Highways H&T - Tarmacing All tarmacing enquiries must be dealt wiCA_984 Transportation H&T - Transportation Transportation enquiries must be dealt wCA_401 Highways H&T - Tree Surgery - Complaint Tree surgery - complaints must be dealtCA_401 Highways H&T - Tree Surgery - Rural Rural Tree surgery enquiries must be deaCA_401 Highways Highways - Verge Licence Cultivation Verge Licence CultivationCA_401 Highways H&T - Verge Maintenance Verge maintenance enquiries must be dealCA_401 Highways Highways - Winter Maintenance (Gritting) Gritting routesCA_1036

Street Scene Highways - Street Scene Blocked gullies

CA_1036

Street Scene Highways - Street Scene Litter including Rubbish bag spills

CA_1036

Street Scene Highways - Street Scene Dead Animals # Animals from the size of

CA_1036

Street Scene Highways - Street Scene Sharps # Needles etc left in public plac

CA_1036

Street Scene Highways - Street Scene Manhole/ironwork defects

CA_1036

Street Scene Highways - Street Scene Worn road markings # New road marking re

CA_1036

Street Scene Highways - Street Scene Sign defect # Missing writing, missing s

CA_1036

Street Scene Highways - Street Scene Mud on road

CA_1036

Street Scene Highways - Street Scene RTC clear up debris on the road (get pol

CA_1036

Street Scene Highways - Street Scene Fuel/oil spill

CA_1036

Street Scene Highways - Street Scene Dropped kerbs # No charge to apply. Log

CA_103 Street Scene Highways - Street Scene Bin requests # litter or dog waste bins

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6CA_1036

Street Scene Highways - Street Scene Ditches and culverts # roadside ditches

CA_1036

Street Scene Highways - Street Scene Injurious weeds Ragwort, Japanese Knot W

CA_1036

Street Scene Highways - Street Scene Public conveniences -Dirty, Flush proble

CA_1036

Street Scene Highways - Street Scene Overgrown hedges/overhanging trees these

CA_1036

Street Scene Highways - Street Scene Verge defect - grass cutting

CA_1036

Street Scene Highways - Street Scene Footway obstructions # shops wares on th

CA_1036

Street Scene Highways - Street Scene Footway defect. Any footway problem

CA_1036

Street Scene Highways - Street Scene Carriageway defects. Any other road prob

CA_1036

Street Scene Highways - Street Scene Carriageway obstructions fallen trees et

CA_1036

Street Scene Highways - Street Scene Dog fouling

CA_1036

Street Scene Highways - Street Scene Potholes put on ticket if person is clai

CA_1036

Street Scene Highways - Street Scene Graffiti Council property only

CA_984 Transportation H&T - Concessionary Parking Concessionary parking is available for pCA_198 Waste Management Domestic Waste - Day of Collection Query Refuse & recycling collections will be mCA_198 Waste Management Domestic Waste - New Property Owner New property request for serviceCA_198 Waste Management Domestic Waste - Recycling Round Query Information about areas and calendars foCA_359 Trading Standards Enquiries/Complaints - Consumer Advice Enquiries/ComplaintsCA_91 Conservation Request Map Showing Conservation Area

BoundaryRequest for a map showing the Conservati

74

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CA_91 Conservation Request Copy of Conservation Area Appraisal Request for copy of the Conservation AreCA_91 Conservation Building Permissions In a Conservation Area Information on persmissions needed to doCA_91 Conservation Request Update on Conservation Area

ConsentIs the citizen asking for general inform

CA_91 Conservation Advice on Materials Advice on materials/approval of materialCA_91 Conservation Is a Property Protected as an Ancient

MonumentGive information required and log any qu

CA_91 Conservation Wildlife Protections That May Affect Development

Check MVM to see if it has any of the fo

CA_91 Conservation Advice on Ecological Designations Advice on Ecological designationsCA_91 Conservation Developing Land Under Ecological Protection Give information required and log any quCA_91 Conservation Request a Copy of an Ecological Notice Request for a copy of an ecological notiCA_91 Conservation Report Work to a Protected Ecological Site Give information required and log any quCA_91 Conservation Why Has a Building Been Listed Why are buildings listed?CA_91 Conservation Request to See Decision Notice for Listed

BuildingPlanning - Development Control - Request

CA_91 Conservation Guidance on Work to Listed or Old Buildings Advice on developing/managing land conveCA_91 Conservation Nuisance Trees / High Hedges Certain "countryside hedgerows" are protCA_91 Conservation What Hedgerows are Protected? Certain "countryside hedgerows" are protCA_130 Development Control DC - Procedures for speaking at Planning

CommitteeApplicants and anyone who has made repre

CA_130 Development Control DC - Why Was Planning Permission Refused? Planning - Development Control - Why wasCA_159 Forward Planning Bypass Enquiry Planning - Forward Planning - EnquiriesCA_159 Forward Planning Provide Information on the LDF Information on the LDF is held on the HeCA_199 Animal Health & Welfare Pest Control - Contracts EHTS - Pest Control - ContractsCA_237 Licensing Licensing Act 2003 - Provisional Statement General EnquiryCA_237 Licensing Licensing Act 2003 - Provisional Statement Provisional ApplicationCA_237 Licensing Licensing Act 2003 - Provisional Statement Complaint against ApplicationCA_237 Licensing Licensing Act 2003 - Provisional Statement Notifying of Work CompletedCA_237 Licensing Licensing Act 2003 - Provisional Statement Counter DocumentsCA_237 Licensing Licensing Act 2003 - Provisional Statement Application UpdateCA_237 Licensing Licensing Act 2003 - Provisional Statement Fees

75

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CA_237 Licensing Licensing Act 2003 - Provisional Statement AppointmentCA_237 Licensing Licensing Act 2003 - Provisional Statement Copy of LicenceCA_237 Licensing Scrap Metal Dealers General EnquiryCA_237 Licensing Scrap Metal Dealers New ApplicationCA_237 Licensing Scrap Metal Dealers Renewal ApplicationCA_237 Licensing Scrap Metal Dealers Variation of LicenceCA_237 Licensing Scrap Metal Dealers Progress of Licence ApplicationCA_237 Licensing Scrap Metal Dealers FeesCA_237 Licensing Scrap Metal Dealers Premises Issued with a LicenceCA_237 Licensing Scrap Metal Dealers Complaint Against a PremiseCA_237 Licensing Scrap Metal Dealers Does Customer Wish to Make an

AppointmenCA_237 Licensing Scrap Metal Dealers Surrender a LicenceCA_385 Protection Air Quality Customers are likely to contact the CounCA_385 Protection Air Quality Air Quality - Industrial Pollution ContrCA_385 Protection General Nuisance The customer may be phoning about:CA_982 Bereavement Bereavement Services EHTS - Protection - Bereavement ServicesCA_980 Community Protection Fly Tipping Waste material the size of a domestic reCA_175 Commercial Smoking Advice and Enforcement General EnquiryCA_175 Commercial Smoking Advice and Enforcement New Regulations regarding the new smokinCA_175 Commercial Smoking Advice and Enforcement Promotional Materials for Businesses goiCA_175 Commercial Smoking Advice and Enforcement Shelters, Signage, Compliance or EnforceCA_175 Commercial Smoking Advice and Enforcement Giving up SmokingCA_159 Forward Planning Edgar Street Grid Supplementary Planning

DocumentForward Planning - Edgar Street Grid Des

CA_198 Waste Management Domestic Waste - General Enquiry Herefordshire Council currently operateCA_198 Waste Management Recycling - Reporting Full Recycling Banks Please specify the details of the full rCA_980 Community Protection Dog Warden - Rehoming A Dog EHTS - Dog Warden - Rehoming A DogCA_980 Community Protection Dog Warden - Dog Bins EHTS - Dog Warden - Dog BinsCA_199 Animal Health & Welfare AH&W - Farm Animals/DEFRA EHTS - Animal Health & Welfare - Farm AnCA_199 Animal Health & Welfare Pest Control - Schools Or Nursing Homes -

PRIORITYPest Control - Schools/Nursing Homes- Ro

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CA_199 Animal Health & Welfare Pest Control - Schools Or Nursing Homes - PRIORITY

Pest Control - Schools/Nursing Homes- In

CA_199 Animal Health & Welfare Pest Control - Housing Associations Housing Associations - InsectsCA_199 Animal Health & Welfare Pest Control - Housing Associations Housing Associations - RodentsCA_199 Animal Health & Welfare Pest Control - Council Offices Council Offices - RatsCA_199 Animal Health & Welfare Pest Control - Council Offices Council Offices -InsectsCA_401 Highways H&T - Street Cleansing - Dog Fouling H&T - Street Cleansing - Dog FoulingCA_984 Transportation H&T - Bus Pass Bus Pass EnquiryCA_984 Transportation H&T - Bus Pass National - Citizen Has Bus PassCA_984 Transportation H&T - Bus Pass National - Citizen doesn't have Bus PassCA_984 Transportation H&T - Bus Pass LocalCA_198 Waste Management Domestic Waste - Wheelie Bins Resident wants to know if they will be iCA_198 Waste Management Domestic Waste - Wheelie Bins Resident lives in a block of flatsCA_198 Waste Management Domestic Waste - Wheelie Bins Change the size of the bin they requestCA_198 Waste Management Domestic Waste - Wheelie Bins Wheelie Bin Assisted CollectionCA_198 Waste Management Domestic Waste - Wheelie Bins Recycling sacks instead of a recycling bCA_198 Waste Management Domestic Waste - Wheelie Bins Recycling bin instead of recycling sacksCA_385 Protection Seagulls SeagullsCA_198 Waste Management Wheelie Bin - Arrived Lid Does Not Close Properly.CA_198 Waste Management Wheelie Bin - Arrived On Holiday When Delivery Due.CA_198 Waste Management Wheelie Bin - Arrived What Can Be Recycled.CA_198 Waste Management Wheelie Bin - Arrived What Happens to the RecyclingCA_198 Waste Management Wheelie Bin - Arrived Worried About ContaminationCA_198 Waste Management Wheelie Bin - Arrived Abandoned in StreetCA_198 Waste Management Wheelie Bin - Arrived Did Not Know About SchemeCA_198 Waste Management Wheelie Bin - Arrived Does Not Want OneCA_198 Waste Management Wheelie Bin - Arrived Would Like Assisted Collection.CA_198 Waste Management Wheelie Bin - Arrived Property Not Suitable for Wheelie Bin.CA_198 Waste Management Wheelie Bin - Arrived Wrong Size DeliveredCA_198 Waste Management Wheelie Bin - Arrived No Wheelie Bin DeliveredCA_198 Waste Management Wheelie Bin - Arrived StolenCA_401 Highways Highways - Disabled Bays DISABLED PARKING BAY APPLICATIONS

77

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CA_401 Highways Highways - H Bar Markings Advisory White Line across A Private DriCA_401 Highways Highways - Litter Picking f a group would like to arrange a litterCA_401 Highways Highways - Speed Cameras SPEED CAMERAS & SID’S (SPEED

INDICATOR DCA_401 Highways Highways - Street Lights Location of defectCA_401 Highways Highways - Temporary Traffic Lights Permission for Temporary Traffic LightsCA_401 Highways Highways - Traffic Light Faults Main Traffic LightsCA_198 Waste Management Domestic Waste - Missed Both Domestic & recycling # missed collectionCA_198 Waste Management Domestic Waste - No Black Sacks Bulk supply of domestic sacks not receivCA_198 Waste Management Domestic Waste - No Recycling Sacks Bulk supply of recycling sacks not receiCA_198 Waste Management Domestic Waste - Extra Recycling Sacks Extra Recycling SacksCA_198 Waste Management Domestic Waste - Spillage Not Cleared Spillage not clearedCA_198 Waste Management Domestic Waste - Lost/stolen Wheeled bin Lost or Stolen Wheeled BinCA_198 Waste Management Domestic Waste - Bin not returned Bin not returnedCA_198 Waste Management Domestic Waste - Wheeled bin damaged Wheeled bin damagedCA_198 Waste Management Domestic Waste - Abandoned Recycling bin Recycling bin abandoned on the footpath/CA_198 Waste Management Domestic Waste - Block of Flats Block of flatsCA_198 Waste Management Domestic Waste - Noise from Crew Complaint regarding noise made by recyclCA_198 Waste Management Domestic Waste - Wrong Calendar Please log details regarding the wrong cCA_198 Waste Management Wheelie Bin - Lid does not shut properly Lid Does Not Close Properly.CA_198 Waste Management Wheelie Bin - Welfare size change needed Wheelie Bin - Welfare change of size reqCA_198 Waste Management Wheelie Bin - Welfare sacks not bin reqd Wheelie Bin - Welfare sacks instead of bCA_198 Waste Management Wheelie Bin - Change of size request Wheelie Bin - Change of size requestCA_198 Waste Management Wheelie Bin - Sacks instead of bin reqd Wheelie Bin - Sacks instead of bin requeCA_198 Waste Management Wheelie Bin - Bin instead of sacks Wheelie Bin - Bin instead of sacksCA_198 Waste Management Wheelie Bin - No bin delivered Domestic Waste - No bin deliveredCA_198 Waste Management Wheelie Bin - Request for second bin Wheelie bin - Request for second binCA_198 Waste Management Domestic Waste - What happens to recycle What Happens to the RecyclingCA_198 Waste Management Domestic Waste - What can be recycled What Can be RecycledCA_198 Waste Management Domestic Waste - Assisted collection req Domestic waste - assisted collection reqCA_198 Waste Management Domestic Waste - Missed Assisted – Black Missed Assisted Black SacksCA_198 Waste Management Domestic Waste - Missed Assisted – Both Missed Assisted Both

78

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CA_198 Waste Management Domestic Waste - Missed Assisted – Recyc Missed Assisted RecyclingCA_198 Waste Management Domestic Waste - Missed Bulky Missed Bulky CollectionCA_198 Waste Management Domestic Waste - Missed Clinical Missed Clinical CollectionCA_401 Highways Amey - Lifebuoys LifebuoysCA_980 Community Protection CPT - Nuisance Parking Nuisance ParkingCA_980 Community Protection CPT - Untidy Gardens Untidy GardensCA_956 Enabling Empty Properties Strategic Housing - Enabling - Empty ProCA_956 Enabling Shared Ownership Strategic Housing - Enabling - Shared OwCA_956 Enabling Rent Deposit Scheme Strategic Housing - Enabling - Rent DepoCA_956 Enabling Strategic Housing - Enabling - General

EnquiryStrategic Housing - Enabling - General E

CA_449 Private Sector Housing Energy Efficiency Strategic Housing - Private Sector HousiCA_449 Private Sector Housing Grants Strategic Housing - Private Sector HousiCA_449 Private Sector Housing Private Landlords Strategic Housing - Private Sector HousiCA_449 Private Sector Housing Housing in Multiple Occupation Strategic Housing - Private Sector HousiCA_449 Private Sector Housing General Enquiry Strategic Housing - Private Sector HousiCA_450 Homelessness Register Appointment / Emergency Request Is this a priority case? (i.e. will thisCA_450 Homelessness Visitor Greeting Acknowledge greeting of a visitor for thCA_450 Homelessness Homelessness - General Enquiry See weblink for general information andCA_451 Library Services Inter Library Loan Inter library loanCA_451 Library Services Fines Fines for Overdue BooksCA_451 Library Services Internet User Library Internet UserCA_451 Library Services Book Search Library Services - Book searchCA_451 Library Services Opening Times Library Opening TimesCA_451 Library Services Renewal CSO must use the TALIS system to deal wCA_451 Library Services Loan Period Library loan periodsCA_451 Library Services Membership Enquiry Library Membership EnquiriesCA_451 Library Services Lost or Damaged Items Library Services - Lost or Damaged ItemsCA_451 Library Services Housebound Housebound readersCA_451 Library Services Mobile Route Enquiry Mobile Library Route EnquiriesCA_451 Library Services Reader Council Enquiry Library Reader Council EnquiriesCA_451 Library Services Donations Policy Library Services - Donations

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CA_451 Library Services Library Services - General Enquiry For general information regarding LibrarCA_452 Tourist Information Issue / Send Information Give information required and log any quCA_452 Tourist Information Tourist Information - General Enquiry The following website has the details ofCA_452 Tourist Information Booking Enquiry Tourist information - General enquiryCA_453 Theatres Theatres - General Enquiry Cultural services - Theatres - general eCA_454 Arts Arts - General Enquiry Arts and craftsCA_455 Festivals and Events Festivals & Events - General Enquiry Festivals and EventsCA_456 Heritage Centres Heritage Centres - General Enquiry Heritage CentresCA_457 Museums Museum - General Enquiry MuseumsCA_458 Leisure Services Sports Development Give information required and log any quCA_458 Leisure Services Leisure Services - General Enquiry Leisure ServicesCA_459 Economic Regeneration Business Directory Social & Economic Regeneration - BusinesCA_459 Economic Regeneration Events & Programmes Social & Economic Regeneration - EventsCA_459 Economic Regeneration Market Towns Social & Economic Regeneration - MarketCA_459 Economic Regeneration Property Register Social & Economic Regeneration - PropertCA_459 Economic Regeneration Quarterly Economic Report Social & Economic Regeneration - QuarterCA_459 Economic Regeneration Business Relocation Social & Economic Regeneration - BusinesCA_459 Economic Regeneration Economic Regeneration - General Enquiry Social & Economic Regeneration - GeneralCA_460 Adult Social Care Adult Placement Scheme Adult placement schemeCA_460 Adult Social Care Adults At Risk Adult Social Care - Adults At RiskCA_460 Adult Social Care Aids and Adaptations in the Home Aids and adpatations in the homeCA_460 Adult Social Care Domestic Violence Domestic violenceCA_460 Adult Social Care HIV/AIDS Information or Referral HIV/AIDS Information or referralCA_460 Adult Social Care Home Care Information or Referral Home care information or referralCA_460 Adult Social Care Learning Difficulties - Services Adult Social Care - Learning difficultieCA_460 Adult Social Care Meals on Wheels For further information direct the citizCA_460 Adult Social Care Mental Health - Services Adult Social Care - Mental healthCA_460 Adult Social Care Older People - Day Care / Residential Adult Social Care - Older people - day cCA_460 Adult Social Care Shared Care - Respite for Families Shared care - respite for familiesCA_460 Adult Social Care Short Term Support for Carers Adult Social Care - Short term support fCA_460 Adult Social Care Work with Substance Misusers Adult Social Care - Work with substanceCA_461 Parks and Countryside Parks And Countryside - Trees Parks & Countryside - Trees in Parks and

80

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CA_461 Parks and Countryside Parks And Countryside - Countryside Initiatives

Parks & Countryside - Countryside Initia

CA_461 Parks and Countryside Parks And Countryside - Countryside Service Parks & Countryside - Countryside ServicCA_461 Parks and Countryside Parks And Countryside - Public Rights of Way Parks & Countryside - Public Rights of WCA_461 Parks and Countryside Parks And Countryside - Walking & Cycling Parks & Countryside - Walking and CyclinCA_461 Parks and Countryside Parks And Countryside - Grounds

MaintenanceParks & Countryside - Grounds Maintenanc

CA_461 Parks and Countryside Parks And Countryside - Play Areas Parks & Countryside - Play AreasCA_461 Parks and Countryside Parks And Countryside - Events In Parks Parks & Countryside - Events in ParksCA_461 Parks and Countryside Parks And Countryside - Benches Parks & Countryside - BenchesCA_461 Parks and Countryside Parks and Countryside - General Enquiry Parks and Countryside - General EnquiryCA_448 Supporting People General Enquiry Strategic Housing - Supporting People -CA_489 Safeguarding & Assessment Child Abuse - Protection Child Abuse - ProtectionCA_489 Safeguarding & Assessment Child Care - Supervisions By Court Child Care - Supervision by CourtCA_489 Safeguarding & Assessment Child Family Placements - Care Child Family Placements - CareCA_489 Safeguarding & Assessment Child In Need - Daycare Child in Need - DaycareCA_489 Safeguarding & Assessment Child Family Placements - Fostering Child Family Placements - FosteringCA_489 Safeguarding & Assessment Child Protection Children's Services - Child ProtectionCA_491 Improvement & Inclusion Education Welfare Children's Services - Educational WelfarCA_491 Improvement & Inclusion Education - Other Education - Other EnquiryCA_491 Improvement & Inclusion Educational Psychologists Educational PsychologistsCA_491 Improvement & Inclusion Exclusions ExclusionsCA_491 Improvement & Inclusion Learning Support Services Learning Support ServiceCA_491 Improvement & Inclusion Medical & Behavioural Support Services Medical & Behavioural Support ServicesCA_491 Improvement & Inclusion Parental Complaints Parental ComplaintsCA_491 Improvement & Inclusion School Complaints Children's Services - School ComplaintsCA_491 Improvement & Inclusion School Health and Safety Children's Services - Health & SafetyCA_491 Improvement & Inclusion Special Educational Needs Special Eductional NeedsCA_491 Improvement & Inclusion Youth Service Youth ServiceCA_491 Improvement & Inclusion Inspection and Advice Inspection and AdviceCA_491 Improvement & Inclusion Instrumental Music Service Instrumental Music ServiceCA_491 Improvement & Inclusion School Curriculum & Related Issues School Curriculum and Related Issues

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CA_491 Improvement & Inclusion Staffing Children's Services - StaffingCA_491 Improvement & Inclusion Transport School TransportCA_491 Improvement & Inclusion Admissions School AdmissionsCA_491 Improvement & Inclusion Accommodation Children's Service - AccomodationCA_491 Improvement & Inclusion Governors GovernorsCA_491 Improvement & Inclusion Childcare Give information required and log any quCA_491 Improvement & Inclusion Early Years Early Years DevelopmentCA_491 Improvement & Inclusion Class Sizes Class SizesCA_464 Emergency Planning Details of An Emergency Taking Place Details of an emergency taking placeCA_464 Emergency Planning Emergency Planning Information / Leaflet Emergency Planning Information/LeafletCA_464 Emergency Planning Other Emergency Planning Query Emergency Planning General EnquiryCA_464 Emergency Planning Opening of Rest Centre Corporate & Customer Services - EmergencCA_469 Coroners Service Coroners Service Enquiry Coroners Service EnquiryCA_470 Registrars Citzenship - Citizenship Ceremony If customer wishes to know details regarCA_470 Registrars Citizenship - Request for Citizenship Do you require details of how you go aboCA_470 Registrars Citizenship - Additional Information If customer has a general enquiry regardCA_470 Registrars Births - Birth Registration For details on how to register a birth uCA_982 Bereavement Deaths - Burial Is your enquiry concerning burial followCA_982 Bereavement Deaths - Cremation Is your enquiry about a cremation followCA_982 Bereavement Deaths - Crematorium & Cemetery Opening

TimesCrematorium and cemetery opening times a

CA_982 Bereavement Deaths - Exhumation Details concerning exhumations can be foCA_470 Registrars Deaths - Funeral Service Details of different types of funeral seCA_982 Bereavement Deaths - Memorials Guidelines concerning cemetery memorialsCA_470 Registrars Deaths - Registration of Deaths Enquiry concerning registration of deathCA_470 Registrars Marriage & Cohabitation - Civil Partnerships link to herefordshire website-CA_470 Registrars Marriage & Cohabitation - Civil Weddings Do you require further information regarCA_470 Registrars Marriage & Cohabitation - Documents

RequiredDo you need to know what documents you r

CA_470 Registrars Marriage & Cohabitation - Weddings in Hereford

A Guide to Weddings in Hereford.

CA_470 Registrars Marriage & Cohabitation - Legal Preliminaries Would you like further information regar

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CA_470 Registrars Marriage & Cohabitation - Marriage Venues Marriage VenuesCA_470 Registrars Marriage & Cohabitation - Wedding Day Wedding DayCA_470 Registrars Marriage & Cohabitation - Registrars Opening

TimesLocation and opening times of your local

CA_470 Registrars Marriage & Cohabitation - Notice Of Marriages Notice of Marriages.CA_470 Registrars Historical Searches - Tracing Family Tree Further guidance regarding tracing yourCA_470 Registrars Historical Searches - Copy of Certificates Copy of certificates. Can you confirm ifCA_470 Registrars Historical Searches - Additional Information Additional Services Offered by the HerefCA_470 Registrars Historical Searches - Make Appointment Details of the opening times for the HerCA_470 Registrars Other Enquiry Do you have a general enquiry regardingCA_472 Diversity Diversity - General Enquiry Diversity - General EnquiryCA_561 Register of Electors Register of Electors - General Enquiry Face to faceCA_561 Register of Electors Register of Electors - General Enquiry TelephoneCA_968 Blue Badges Blue Badges - General Enquiry Blue Badge - Lost/ StolenCA_968 Blue Badges Blue Badges - General Enquiry Blue Badge - ChallengesCA_968 Blue Badges Blue Badges - General Enquiry Blue Badge - Reporting MisuseCA_968 Blue Badges Blue Badges - General Enquiry Blue Badge Who Can Qualify.CA_968 Blue Badges Blue Badges - General Enquiry Blue Badge Home VisitCA_968 Blue Badges Blue Badges - General Enquiry Blue Badge Child ApplicationCA_968 Blue Badges Blue Badges - General Enquiry Blue Badge Automatic QualifierCA_968 Blue Badges Blue Badges - General Enquiry Blue Badge Assessment NeededCA_968 Blue Badges Blue Badges - General Enquiry Blue Badge Self-assessed eligibilityCA_482 Freedom of Information Freedom Of Information - General Enquiry Please enter as much detail about the enCA_484 Herefordshire Partnership Herefordshire Partnership - General Enquiry Herefordshire Partnership EnquiryCA_486 Information Services Information Services - General Enquiry Please enter as much information as possCA_480 Info In Herefordshire Internet User Internet UserCA_480 Info In Herefordshire Info In Herefordshire - General Enquiry Please enter as much detail on the enquiCA_458 Leisure Services Sports Development - General Enquiry Physical Activity and Sports DevelopmentCA_562 Committee Services Committee Services - General Enquiry Legal & Democratic - Committee ServicesCA_466 Web Services Web Services - Complaint / Feedback Click on the create Customer Feedback buCA_479 Customer Service Customer Service - Complaint / Feedback Click on the create Customer Feedback buCA_480 Info In Herefordshire Radar Keys A Radar Key is a key that enables disabl

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CA_480 Info In Herefordshire Senior Railcard Senior Railcards can be purchased from aCA_480 Info In Herefordshire Bus and Train Timetable Bus and Train TimetablesCA_966 ICT Services ICT Services - Complaint / Feedback Click on the create Customer Feedback buCA_480 Info In Herefordshire Swine Flu - General Enquiry The Department of Health has launched aCA_497 Recruitment Recruitment Enquiries Herefordshire Council RecruitmentCA_501 Benefits Services Application Form Completion Annual Bills for 2008/09 will be issuedCA_501 Benefits Services Application Form Request The citizen can be given the form in a nCA_501 Benefits Services Application Supporting Evidence Is the citizen receiving Income SupportCA_501 Benefits Services Resources - Benefits - General Enquiry If you can answer the question (via AcadCA_501 Benefits Services Potential Entitlement Calculation There is a benefits calculator on the HeCA_502 Council Tax Council Tax - Appeals Appeal against the banding of your home.CA_502 Council Tax Council Tax - Appeals Appeal against the decision of the CouncCA_502 Council Tax Council Tax - Arrangement Arrangements to pay Council Tax & CounciCA_502 Council Tax Council Tax - Bailiffs Council Tax debts are passed to BristowCA_502 Council Tax Council Tax - Banding Details of banding for a particular propCA_502 Council Tax Council Tax - Change of Address Please complete the change of address foCA_502 Council Tax Council Tax - Change of Payment Details All details about various methods of payCA_985 NNDR NNDR - Charities and Non-Profit

OrganisationsCharities and non profit organisations

CA_502 Council Tax Council Tax - Committal Non payment of Council Tax is a seriousCA_502 Council Tax Council Tax - Direct Debit Customers wanting to pay by Direct DebitCA_502 Council Tax Council Tax - Discounts Single Person DiscountCA_502 Council Tax Council Tax - Discounts People who are severely mentally impaireCA_502 Council Tax Council Tax - Discounts 18 & 19 year olds for whom child benefitCA_502 Council Tax Council Tax - Discounts StudentsCA_502 Council Tax Council Tax - Discounts Disabled ReductionCA_502 Council Tax Council Tax - Discounts ApprenticesCA_502 Council Tax Council Tax - Discounts People of Youth Training SchemesCA_502 Council Tax Council Tax - Discounts People whose main residence is in a hospCA_502 Council Tax Council Tax - Discounts People whose main residence is in a ResiCA_502 Council Tax Council Tax - Discounts People residing in hostels or nightsheltCA_502 Council Tax Council Tax - Discounts Care Workers, working for low pay, usual

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CA_502 Council Tax Council Tax - Discounts People caring for someone with a disabilCA_502 Council Tax Council Tax - Discounts Members of religious communities ie. monCA_502 Council Tax Council Tax - Discounts PrisonersCA_502 Council Tax Council Tax - Exemptions ExemptionsCA_502 Council Tax Council Tax - Exemptions Class A # Uninhabitable properties or prCA_502 Council Tax Council Tax - Exemptions Class B # Unoccupied property owned by aCA_502 Council Tax Council Tax - Exemptions Class C # unoccupied property, up to sixCA_502 Council Tax Council Tax - Exemptions Class D # Unoccupied property due to theCA_502 Council Tax Council Tax - Exemptions Class E # unoccupied property due to theCA_502 Council Tax Council Tax - Exemptions Class F # Unoccupied property, the taxpaCA_502 Council Tax Council Tax - Exemptions Class G # Unoccupied property, occupatioCA_502 Council Tax Council Tax - Exemptions Class H # Dwelling held for a minister oCA_502 Council Tax Council Tax - Exemptions Class I # Person living elsewhere to recCA_502 Council Tax Council Tax - Exemptions Class J # People living elsewhere to proCA_502 Council Tax Council Tax - Exemptions Class K # dwelling unoccupied by a studeCA_502 Council Tax Council Tax - Exemptions Class L # Mortgagee in possessionCA_502 Council Tax Council Tax - Exemptions Class M # Students# halls of residenceCA_502 Council Tax Council Tax - Exemptions Class N # Dwellings occupied soley by stCA_502 Council Tax Council Tax - Exemptions Class O # UK armed forces accommodationCA_502 Council Tax Council Tax - Exemptions Class P # Visiting forces accommodationCA_502 Council Tax Council Tax - Exemptions Class Q # Property left empty by a bankrCA_502 Council Tax Council Tax - Exemptions Class R # Unoccupied caravan pitch or boCA_502 Council Tax Council Tax - Exemptions Class S # Occupied by persons who are alCA_502 Council Tax Council Tax - Exemptions Class T # Unoccupied annexe to an occupiCA_502 Council Tax Council Tax - Exemptions Class U # Dwelling occupied by a severelCA_502 Council Tax Council Tax - Exemptions Class W - Annexe occupied by a dependantCA_502 Council Tax Council Tax - Hardship Council Tax - HardshipCA_502 Council Tax Council Tax - Liable Person Details as to who will be classed as theCA_502 Council Tax Council Tax - Statement of Means Statement of meansCA_1037

Benefit & Exchequer Support Council Tax - Missing Payments Missing Payments

CA_502 Council Tax Council Tax - Reminder Letter First and Second Reminders

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CA_502 Council Tax Council Tax - Reminder Letter Final RemindersCA_985 NNDR NNDR - Revaluations NNDR - RevaluationsCA_985 NNDR NNDR - Rural Rate Relief NNDR - Rural Rate ReliefCA_502 Council Tax Council Tax - Discount/Exemption Review Periodically the Council Tax office mustCA_985 NNDR NNDR - Small Business Rates Relief NNDR - Small Business Rate ReliefCA_985 NNDR NNDR - Statement of Means Statement of meansCA_502 Council Tax Council Tax - Summons Summonses are issued to tax payers who hCA_985 NNDR NNDR - Transitional Relief Transitional Relief - NNDRCA_985 NNDR NNDR - Valuation Office NNDR - Valuation OfficeCA_985 NNDR NNDR - Working From Home NNDR - Working From HomeCA_501 Benefits Services Discretionary Payments For more information on DHP' please refeCA_501 Benefits Services Appeals If the customer wishes to appeal againstCA_501 Benefits Services Method of Payment / Change Method of

PaymentIssue form for citizen to complete with

CA_501 Benefits Services Extended Payments Can you answer yes to all the followingCA_501 Benefits Services Issue Forms Issue relevant form to citizen if known.CA_501 Benefits Services Rent Office Referrals Refer to back office as specialist areaCA_985 NNDR NNDR - Appeals AppealsCA_985 NNDR NNDR - Arrangement NNDR - ArrangementsCA_985 NNDR NNDR - Change of Payment Details Change of pyt detailsCA_985 NNDR NNDR - Bill Obtain citizen's account reference numbeCA_985 NNDR NNDR - Change of Occupation Complete a change of circumstances withCA_985 NNDR NNDR - Committal Committal:CA_985 NNDR NNDR - Direct Debit Direct debitCA_985 NNDR NNDR - General Enquiry NNDR general enquiryCA_985 NNDR NNDR - Issue Forms Business Rates - Issue FormsCA_502 Council Tax Council Tax - Deceased Notification Death notifications.CA_985 NNDR NNDR - Payment Enquiry If the customer has received a reminderCA_985 NNDR NNDR - Reminder Letter NNDR - Reminder LetterCA_985 NNDR NNDR - Summons Business Rates - Summons LetterCA_502 Council Tax Council Tax - Telephone Payments Customers can pay Council Tax over the pCA_986 Parking Parking - Residents Parking Permit New application

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CA_986 Parking Parking - Residents Parking Permit Not a new applicationCA_986 Parking Parking - Penalty Notice PCNCA_502 Council Tax Council Tax - Empty Properties and Second

HomesUnder the Council Tax legislation all pr

CA_502 Council Tax Council Tax - Annual Billing Herefordshire Council approved on FridayCA_502 Council Tax Council Tax - Cancelled Council Tax Benefit The benefits service will frequently canCA_502 Council Tax Council Tax - Balance Enquiry and

InstalmentsYou can check the balance of a taxpayers

CA_502 Council Tax Council Tax - Copy Bills Instructions for production on overnightCA_502 Council Tax Council Tax - Copy Bills Instruction for production nowCA_1076

Social Care Financial Systems Social Care Financial Systems Complaint / Compliment

CA_547 West Mercia Constabulary West Mercia Constabulary - General Enquiry West Mercia Constabulary Contact DetailsCA_548 Hereford & Worcester Ambulance Service

NHS TrustH & W Ambulance Service - General Enquiry Hereford and Worcester Ambulance Service

CA_549 Hereford & Worcester Fire and Rescue Service

H & W Fire And Rescue Service - General Enquiry

Hereford and Worcester Fire and Rescue S

CA_550 Herefordshire Primary Care Trust Herefordshire PCT - General Enquiry Herefordshire Primary Care Trust ContactCA_551 Hereford County Hospital Hereford County Hospital - General Enquiry Hereford County Hospital Contact DetailsCA_552 Patient Advice and Liaison Service Patient Advice and Liaison Service General

EnquiryPatient Advice and Liaison Service Conta

CA_531 Conquest Theatre Conquest Theatre - General Enquiry Conquest Theatre Contact DetailsCA_531 Conquest Theatre Request For Tickets Conquest Theatre - Request for ticketsCA_532 Halo Leisure Halo Leisure - General Enquiry Halo Leisure - General EnquiryCA_554 Herefordshire Housing Repairs - Emergency / Non-Emergency Take as much information as possible incCA_554 Herefordshire Housing Estate Management - Neighbour Complaint Fill in details of the complaint and pasCA_554 Herefordshire Housing Estate Management - Mutual Exchange Details of transfers and mutual exchangeCA_554 Herefordshire Housing Estate Management - Garage Termination Enter details of the customer's enquiry.CA_554 Herefordshire Housing Estate Management - Minor Medical Aids Provide customer with advice. Take in anCA_554 Herefordshire Housing Estate Management - Tenant Initiatives Give information required and log any quCA_554 Herefordshire Housing Estate Management - Home Contents

Insurance SchemeHerefordshire Housing Home Contents Insu

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CA_554 Herefordshire Housing Right To Buy / Right To Acquire Details of the Right to buy/aquire schemCA_554 Herefordshire Housing Termination Of Tenancy Information regarding termination of tenCA_554 Herefordshire Housing Estate Management - Other / General Enquiry Is the property in the Herefordshire autCA_554 Herefordshire Housing Surgery Dates / Times Inform the customer that HH do not run sCA_554 Herefordshire Housing Greet Visitor Confirm that you have greeted a visitorCA_554 Herefordshire Housing Key Handling (Receipt of Keys) CollectingCA_554 Herefordshire Housing Key Handling (Receipt of Keys) ReturningCA_554 Herefordshire Housing Community Alarm Give/Send the customer a Telecare leafleCA_554 Herefordshire Housing Witness Tenancy Agreement HH Witness tenancy agreementCA_554 Herefordshire Housing Termination of Property Provide customer with advice. You will nCA_554 Herefordshire Housing Rent Payment (Not Receiving Benefit) Take details of customers enquiry. ReferCA_555 Housing - Bromford Housing Councils Bromford Housing Councils - General Enquiry Bromford Housing Council Contact DetailsCA_556 Housing - Festival Housing (Elgar) Festival Housing - General Enquiry Festival Housing Contact DetailsCA_557 Housing - Homepoint Homepoint - General Enquiry HomepointCA_557 Housing - Homepoint Request For Application Form The application form is available on theCA_557 Housing - Homepoint Advice on Property Bidding Access the following webpage:CA_558 Housing - Marches Housing Association Marches Housing Association - General

EnquiryMarches Housing Association - Tenancy Te

CA_559 Housing - St John Kemble Housing Association

St John Kemble Housing - General Enquiry St John Kemble Hereford Housing Associat

CA_560 Anchor Anchor Housing - General Enquiry Anchor Trust Contact DetailsCA_533 Department for Work and Pensions Department For Work & Pensions - General

EnquiryDepartment for Work and Pensions Contact

CA_533 Department for Work and Pensions Surgery Time Information Dept for Work and Pensions Surgery TimeCA_535 Citizens Advice Bureau Citizen Advice Bureau - General Enquiry Citizen Advice Bureau Contact DetailsCA_535 Citizens Advice Bureau CAB Information On Surgery Times Citizen Advice Bureau Contact DetailsCA_536 Highways Agency Highways Agency - General Enquiry Highways Agency Telephone Number and

AddCA_537 UK Passport Agency UK Passport Agency - General Enquiry UK Identity and Passport Service ContactCA_538 Student Loans Company Student Loans Company - General Enquiry Student Loans Company Contact DetailsCA_539 Independent Housing Ombudsman Independent Housing Ombudsman - General

EnquiryIndependent Housing Ombudsman Service

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CA_540 Independent Police Complaints Commission Police Complaints Commission - General Enquiry

Independent Police Complaints Commission

CA_541 Inland Revenue Tax Credits Enquiry Inland Revenue Contact DetailsCA_542 Jobcentre Plus Jobcentre Plus - General Enquiry Jobcentre Plus Contact DetailsCA_542 Jobcentre Plus Assistance With a Job Point Jobcentre Plus Contact DetailsCA_543 Learning and Skills Council Learning & Skills Council - General Enquiry Learning and Skills Council Contact DetaCA_544 Sure Start Sure Start - General Enquiry Sure Start - General EnquiryCA_544 Sure Start Issue Leaflet / Info Sure Start is a Government Programme toCA_544 Sure Start Visitor Greeting Visitor greeted on behalf of Sure StartCA_545 Land Registry Land Registry - General Enquiry Land Registry Contact DetailsCA_546 Local Government Ombudsman Local Government Ombudsman - General

EnquiryLocal Government Ombudsman Contact Detai

CA_523 Age Concern Age Concern - General Enquiry Highways Agency Telephone Number and Add

CA_524 Women's Aid Women's Aid - General Enquiry Contact details for Womens AidCA_524 Women's Aid Request For Assistance Contact details for Womens AidCA_526 Herefordshire Voluntary Action Herefordshire Voluntary Action - General

EnquiryHerefordshire Voluntary Action Contact D

CA_527 Youth Counselling Youth Counselling - General Enquiry Youth CounsellingCA_528 Able Able - General Enquiry Able Contact DetailsCA_528 Able Request For Appointment Able request for appointmentCA_528 Able Surgery Dates / Times Able - Surgery dates/timesCA_529 Take a Break Take A Break - General Enquiry Take a Break Contact DetailsCA_530 Red Cross Red Cross - General Enquiry British Red Cross Contact DetailsCA_512 Herefordshire & Worcestershire Chamber of

CommerceH&W Chamber of Commerce Enquiry Hereford & Worcester Chamber of

CommerceCA_515 Herefordshire Amey Services Herefordshire Amey Services - General

EnquiryHerefordshire Jarvis Services Contact De

CA_516 West Mercia Supplies West Mercia Supplies - General Enquiry West Mercia SuppliesCA_517 Worcestershire County Council Worcestershire County Council - General

EnquiryWorcestershire County Council Contact De

CA_518 Kington History Society Kington History Society - General Enquiry Kington History Society can be contacted

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CA_519 Community First Herefordshire & Worcestershire

Community First - General Enquiry Community First Contact Details

CA_520 Community Legal Services Community Legal Services - General Enquiry Community Legal Services Direct ContactCA_521 Connexions Herefordshire & Worcestershire Connexions - General Enquiry Connexions Contact DetailsCA_522 Credit Union Credit Union - General Enquiry <a href ="http://www.moneyboxcu.org.uk/"CA_522 Credit Union Collection of Payments Credit Union - Payments ProceedureCA_522 Credit Union Assistance With Form Completion Money Box Credit Union Application FormCA_511 Other Non-Council or Partner Organisation General Enquiry Other non-council or partner org. - geneCA_522 Credit Union Receipt / Transfer of Forms Credit Union Assistance with Form CompleCA_541 Inland Revenue Inland Revenue - General Enquiry Inland Revenue Tax Credit Contact DetailCA_511 Other Non-Council or Partner Organisation Hertfordshire Council Contact Details Contact information for Hertfordshire CoCA_930 Women's Environmental Network Women's Environmental Network This is a nappy retailer with a local laCA_1096

Herefordshire Carers Support Herefordshire Carers Support Herefordshire Carers Support

CA_1071

Customer Insight Team Feedback - Health Feedback - Health

CA_966 ICT Services ICT - Out Of Hours Support ICT - Out of Hours Support

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8 Appendix B - Declaration

(To be signed and returned with the Tender submission).

I / We accept the terms and conditions as contained in the Council’s Contract in respect of the Services and am / are duly authorised to sign tenders and give such certificates for and on behalf of:

Name of OrganisationTelephone No.Postal AddressNameRole within the OrganisationSignature

Date

NameRole within the OrganisationSignature

Date

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9 Appendix C - Form of Tender(Incorporating Collusive Tendering Certificate)

To: Assistant Director, Law and Governance, Herefordshire Council, Brockington, 35 Hafod Rd, Hereford, HR1 1SH

In this certificate, the word "person" includes any persons and any body or association, corporate or unincorporated; and "any agreement or arrangement" includes any such transaction, formal or informal, and whether legally binding or not.

We agree to conform to the Instructions for Submitting a Tender as outlined in the Invitation to Tender documentation. Having examined the Tender Documents for the performance of the above service, we offer to carry out the said Service in conformity therewith for the sum of: (please provide the figures in words).

Unless and until a formal agreement is prepared and executed, the Tender together with your written acceptance thereof, shall constitute a binding Contract between us.

We understand you are not bound to accept the lowest Tender or any Tender you may receive and you will not pay any expenses incurred by us in connection with the preparation and submission of this Tender.

We certify that this is a bona fide Tender, and that we have not fixed or adjusted the amount of the Tender by or under or in accordance with any agreement or arrangement with any other person. We also certify that we have not done and undertake that we will not do, at any time before the hour and date specified for the return of this Tender, any of the following acts:

Communicate to a person other than the Contact Officer, the amount or approximate amount of the proposed Tender, except where disclosure in confidence, is necessary, to obtain insurance premium quotations for the preparation of the Tender.

Enter into any agreement or arrangement with any other persons that they shall refrain from Tendering.

Offer or agree to pay or give any sum of money or valuable consideration, directly or indirectly, to any person for doing or causing any act or thing of the sort described above, in relation to any other Tender or proposed Tender for the Service.

I / We agree with the above and am / are duly authorised to sign tenders and give certificates for and on behalf of:

Name of OrganisationTelephone No.Postal AddressNameRole within the OrganisationSignature

Date

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10Appendix D - Grade definitions10.1Summary

Junior Analyst / Junior Consultant

Business Analyst / Consultant

Integration Developer

Solutions/Application Specialist

Lead Solutions Architect/Technical Design Authority

Project Manager / Managing Consultant

Partner/Director

10.2Junior Analyst / Junior ConsultantGeneral Reporting to Project Manager. A person with the ability to discover

and document business requirements to a high degree of detail.

Typical Education

/Qualifications and Experience

Hold appropriate professional qualifications applicable to the discipline commissioned to perform and/or corporate membership of a major institution.

Must have relevant work experience spanning several projects

Must have some business analyst experience and technical skills appropriate to the discipline.

Trained in Agile methodologies.

Responsibilities Ensure efficiency and compliance with all relevant procedures, rules, regulations, standing orders and instructions and the adopted procurement method.

Communicate effectively with other members of the Project Team and with other Council departments and external contractors and bodies as necessary.

Supervise, control and develop personnel assigned.

Ensure that own and assigned personnel activities meet the objectives of the commission.

Comply with all safety and quality assurance requirements and ensure that all team personnel to likewise

10.3Business Analyst / ConsultantGeneral Reporting to Project Manager A person with the ability to discover,

document and communicate project requirements effectively. Acting as the interface between the Council’s teams and the suppliers’

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implementation team.

Responsible for Junior Consultant / administration staff

Typical Education



Experience of at least one full lifecycle CRM system implementation in the public sector

Must have relevant work experience spanning several projects

Must have some customer service experience and technical skills appropriate to the discipline.

Responsibility for project(s) and for supervision, control and development of junior personnel.


Responsibilities Deputise for the Project manager on all aspects of the project.

Assist in the management and control of a project team of consultants to ensure efficiency and compliance with all relevant procedures, rules, regulations, standing orders and instructions and the adopted procurement method.

Manage and document workshops.


Supervise, control and develop personnel assigned.



Ensure that all appropriate training, both personal and that of assigned personnel, is undertaken.

10.4 Integration DeveloperGeneral Reporting to Project Manager. A person with the ability to

programmatically develop interfaces between systems utilising web service and Microsoft BizTalk technologies.

Typical Education


Full implementation experience on at least 3 Microsoft BizTalk 2010 deployments

Extensive experience of web services, BizTalk, ,NET and other Microsoft integration technologies.

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Experience of integration methodologies including Agile.

Experience of integration approaches including Enterprise Service Bus.


Responsibilities Translate interface specifications to working interfaces using the technologies described above.

Full documentation of all interfaces.

Mentoring client side developers in approach and methodology

Challenging Business Analysts and other project team members to gather required information and influence business processes through available interface technologies.





10.5Solutions/Application SpecialistGeneral Reporting to the Project Manager. A person with the ability to

translate business requirements into practical working solutions using Microsoft Dynamics 2011.

Able to analyse business processes and suggest and deliver configured solutions with the available technology.

Typical Education


Full implementation experience on at least 3 Microsoft Dynamics CRM 4 deployments.

Implementation experience on at least 1 Microsoft Dynamics CRM 20111 deployments.

Experience of public sector Customer Service Microsoft Dynamics deployments.

Extensive configuration and product specialism in Microsoft Dynamics CRM 4 and 2011.


Responsibilities Translate documented business requirements to working interfaces using the technologies described above.

Full documentation of all interfaces.

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Mentoring client side application support and Customer Service super-users in approach and methodology

Challenging Business Analysts and other project team members to gather required information and influence business processes through available technologies.





10.6Lead Solutions Architect/Technical Design AuthorityGeneral Reporting to the Project Manager. Ability to analyse, document and

deliver a coordinated systems approach to deliver the project objectives whilst minimising long term costs and complexity.

Supplier sign-off of technical solutions.

Typical Education



Experience of solution lifecycle and enterprise architecture

Experience of solutions architecture.

Trained in appropriate Microsoft technical qualifications

Responsibilities Sign-off all supplier side technical deliverables.

Deliver a technical solution complying to Herefordshire Council standards and technology solutions.

Full documentation of approach and solutions architecture.

Mentoring client side Enterprise Architects in requisite solutions.

Challenging Business Analysts and other project team members to gather required information and influence business processes through available technologies.




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10.7Project Manager / Managing ConsultantGeneral Reporting to Partner / Director. Member of a company who is able to

deputise for the Director. The person will have the ability to manage and control teams and ensure that there are sufficient teams of personnel assigned.

Responsible for all grades of consultants and support staff and the conduct, behaviour and progress of all supplier side staff.

Typical Education



Experience of delivering one full lifecycle Microsoft CRM implementation inn the Public or Customer Service Sector.


Must have relevant work experience spanning several programmes.

The ability to demonstrate key involvement in delivering projects of high value and complexity.

Must have substantial customer service experience and technical skills appropriate to the discipline.

Responsibility for project(s) and for supervision, control and development of junior personnel.

Significant management responsibility and direction within the Consultancy including client liaison, specialist skills or experience.

Responsibilities Deputise for the Partner/Director on all aspects of the project.

Manage and control a team(s) of consultants effectively and in compliance with all relevant procedures, rules, regulations, standing orders and instructions and the adopted procurement method.

Communicate effectively with other members of the project team and with other the Council departments and external contractors and bodies where necessary.

Ensure that sufficient personnel are assigned for the commission and that they are suitably qualified and motivated to perform the duties allocated to them.

Supervise, control and develop personnel assigned

Ensure that the team’s activities meet the objectives of the commission.

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Comply with all the project’s safety and quality assurance procedures and requirements and ensure that all team members do likewise.

Ensure that all appropriate training, both personal and that the team personnel, is undertaken.

10.8 Partner/DirectorGeneral For a partnership, a Partner in the practice; for a limited company,

any employee who carries the title “Director” (or “Associate Director” or other similar title) and who is normally chargeable to projects.

Member of a company generally in overall charge of the management, policy and conduct of the firm’s business including maintaining effective communication channels and is able to commit the company to undertake all major contracts.

Responsible for all grades of personnel.

Typical Education



Must have relevant work experience spanning several major programmes.

The ability to demonstrate key involvement in delivering projects of high value and complexity.

Overall responsibility for project(s) and for supervision, control and development of subordinate personnel.

Significant management responsibility and direction within the consultancy including client liaison, specialist skills or experience.

Responsibilities Develop client relationships.

Review enquiries for consultancy services, prepare fee proposals and negotiate commissions.

Manage and control all the personnel efficiently, and in compliance with all relevant statutory instruments procedures, rules, regulations, standing orders and instructions and the adopted procurement method.

Develop and maintain effective communication channels, between the consultancy and the Council and external contractors and other bodies as necessary.

Ensure that sufficient personnel are assigned for the commission and that they are suitably qualified and motivated to perform the duties allocated to them.

Oversee all commission activities and ensure full adherence.

Comply with all the projects safety and quality assurance procedures and requirements, including audits, and ensure

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that all consultancy personnel do likewise.

Facilitate and ensure that training needs, both personal and that of the consultancy personnel, are identified and addressed.

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11Appendix D - Public Services Contracts regulations 2006

SUMMARY OF INELIGIBILITY CONDITIONS PROVIDED BY REGULATION 23 OF THE PUBLIC SERVICES CONTRACTS REGULATIONS 2006

(SI 2006 No 5)23. —(1) Subject to paragraph (2), a contracting Partners shall treat as ineligible and shall not select an economic operator in accordance with these Regulations if the contracting Partners has actual knowledge that the economic operator or its directors or any other person who has powers of representation, decision or control of the economic operator has been convicted of any of the following offences—

(a) conspiracy within the meaning of section 1 of the Criminal Law Act 1977 where that conspiracy relates to participation in a criminal organisation as defined in Article 2(1) of Council Joint Action 98/733/JHA;

(b) corruption within the meaning of section 1 of the Public Bodies Corrupt Practices Act 1889[28] or section 1 of the Prevention of Corruption Act 1906;(c) the offence of bribery;(d) fraud, where the offence relates to fraud affecting the financial interests of the European Communities as defined by Article 1 of the Convention relating to the protection of the financial interests of the European Union, within the meaning of—

(i) the offence of cheating the Revenue;

(ii) the offence of conspiracy to defraud;

(iii) fraud or theft within the meaning of the Theft Act 1968 and the Theft Act 1978;

(iv) fraudulent trading within the meaning of section 458 of the Companies Act 1985;

(v) defrauding the Customs within the meaning of the Customs and Excise Management Act 1979 and the Value Added Tax Act 1994;

(vi) an offence in connection with taxation in the European Community within the meaning of section 71 of the Criminal Justice Act 1993; or

(vii) destroying, defacing or concealing of documents or procuring the extension of a valuable security within the meaning of section 20 of the Theft Act 1968;

(e) money laundering within the meaning of the Money Laundering Regulations 2003; or

(f) any other offence within the meaning of Article 45(1) of the Public Sector Directive as defined by the national law of any relevant State.

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http://www.opsi.gov.uk/si/si2006/20060005.htm#note28