Customer Portal – Developer

Closing date for applications: 31/10/2019
Specialist role
Summary of the work
The provision of a residents’ portal for external customers to self-serve online.
Latest start date
Expected contract length
2 Years
Organisation the work is for
ClwydAlyn Housing
Maximum day rate
Please specify required day rate
Early market engagement
Who the specialist will work with
The supplier will predominately work with our internal project team. Key members include: Head of IT, Marketing and Communications, Business Intelligence Analyst, Head of Resident Services, Head of Income and Service Improvement, Procurement.
What the specialist will work on
- Integrate with our current Housing Management System - Be an off-the-shelf product already in full operation elsewhere. - Allow customers to view their rent account - Seamless sign in and login process as a priority - Responsive design to fit all devices. - Be able to send out relevant information and updates to customers - Allows customers to report a repair - Allows customers to choose their communication preferences - Welsh is a requirement for customer facing functions - Reflect ClwydAlyn’s brand guidelines - Ability to provide reports on usage - Ability to push messages out via the app
Address where the work will take place
ClwydAlyn, 72 Ffordd William Morgan, St Asaph Business Park, St Asaph, Denbighshire, LL17 0JD
Working arrangements
It is expected that the supplier will work closely with the internal and other external partners, including our residents, mostly onsite at the ClwydAlyn head office. ClwydAlyn expects a collaborative approach to delivery with weekly contact. Knowledge and skills transfer is also a key requirement. All expenses must be included in the price.
Security clearance
Must adhere to ClwydAlyn’s Data Protection requirements. PCI compliance if taking payment. ISO27001 preferred but not required.
Additional terms and conditions
How many specialists to evaluate
Cultural fit criteria
Extensive experience of collaboration with both digital partners/agencies and clients within the Housing Sector Experience of working with an internal project team with an open and transparent approach Experience of working with the end user, e.g. our residents Willingness to share knowledge and experience with other team members Willingness to work according to the values of ClwydAlyn
Assessment methods
Evaluation weighting
Technical competence 55% Cultural fit 10% Price 35%
Essential skills and experience
  • Extensive experience of developing and delivering innovative and integrated digital platforms within the Social Housing Sector
  • Portal functionality to include Self Appointed Repairs, Rents & Payments (Multiple Accounts); Complaints, Service Charges, ASB, Service Requests
  • Proven track record of successfully integrating with Housing Management Systems – significantly weighted
  • Web services and API's provided for integration as required
  • Product must be mobile responsive (HTML5 and CSS3 or similar) and able to render information and documents
  • Product must be scalable and adaptable as requirements change
  • Product to ‘plug-in’ to our data warehouse so we can report on the data using SSRS, Power Business Intelligence
  • Experience of designing services for users with low digital literacy and awareness of Initiatives and solutions to tackle digital exclusion and barriers to adoption of digital platforms
  • Experience of collaboration with 3rd party website designers / vendors to ensure a seamless experience for customers across platforms
  • Evidence of content design skills
  • Experience of carrying out user research and delivering successful discovery outcomes
  • Payment Integration ideally with current payment vendor AllPay
  • Easy to manage content delivered through a secure CMS
  • Evidence of compliance with industry best practice for security and GDPR and provide feature rich registration and authentication options for users / tenants
  • Experience of digital guidelines to maximise reach and adoption of the portal
  • Evidence of providing a portal for managing tenant and customer engagement / consultation (e.g. Surveys, Feedback, expressions of interest for events etc)
  • All pages / sites should be mobile responsive, delivering the same experience across all types of devices and platforms including desktop, mobile, tablets, android / apple etc.
Nice-to-have skills and experience
  • Skills to develop the integration platform in such a way that it is possible to switch between different back office systems if and when the need arises

Closing date for applications: 31/10/2019

Customer Portal – Developer

Closing date for applications: 31/10/2019

Specialist role:





ClwydAlyn Housing

Maximum day rate:

Please specify required day rate

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