Market survey to examine available Customer Communication Management (CCM) solutions for the Danish Tax Administration

On behalf of the Danish Tax Administration, the Udviklings- og Forenklingsstyrelsen wish to hold a market survey to provide insights into whether CCM solutions (Customer Communication Management) that can support the needs of the Danish Tax Administration in relation to end-to-end letter formation and dispatching. The market survey should also provide insights into how needs will be solved by the suggested solution. The Danish Tax Administration are required to generate letters in three different ways: 1) via batch processes, with the transfer of data from a sender system to a letter-generating system, 2) in the form of case manager letters with manual letter generation, and 3) one-off letters in mass mailings. For 2) and 3) a WYSIWYG process should be supported by solutions included in the dialogue. At the Danish Tax Administration, the current letter process consists of the following steps: Letter formation – Channel selection – Dispatch (incl. dispatch to a possible representative) - Follow-up on the status of the shipment – Journaling of the sent letters in the administration's ESDH system – Storage of a copy of the letter in a datawarehouse. The Danish Tax Administration wish to know how existing products can support the overall letter process, and which elements a supplier can support if a product does not support the entire process. If parts of the process are not supported, the Danish Tax Administration wish to know if suppliers can propose a combination of tools to ensure overall support for the mentioned process. The Danish Tax Administration whish to know the tools individual solutions are based on, including whether they use a proprietary language or a standard language for generating letter templates. In addition, the suppliers are asked to tell is they offer own consultants for configuration of the solution, or whether training is offered in a possible proprietary language. The Danish Tax Administration also want to know how data can be transferred from a sender system to the letter solution, etc. by merging into a letter template. In addition, a demonstration of how letter templates are designed/developed in the solution is desired, as well as an answer to whether letter templates must be developed by developers or, for example, can be designed by case managers. The Danish Tax Administration use several channels for sending letters/messages and is therefore interested in knowing whether the proposed solutions can support these. The channels are: Digital Post (joint public solution at the Digitalization Agency), remote print (the Danish Tax Administration has a print agreement with Strålfors), e-mail (ordinary and encrypted), Text messages, and sending to in-house letter storage with user access from the skat.dk website. Part of the market survey is to gather information on whether solutions can easily be scaled to send larger volumes of letters. Documentation for known shipment quantities is also requested. There is a desire to know how the solutions can show the status of sent letters and whether the status can be shown for all channels or only for some of them. A presentation of the solutions must also show how they can ensure delivery to both a party and a representative for that part, i.e., sending individual messages to several recipients. The Danish Tax Administration has chosen to integrate into the Digital Agency's Digital Power of Attorney component, where citizens and companies can choose to give representatives power of attorney to receive letters on their behalf. Finally, the to know how solutions can integrate with WorkZone, which is the ESDH system used in the Danish Tax Administration, as well as how support for a data warehouse for storing copies of the sent letters can be done. Suppliers of CCM solutions are invited to participate in the market survey. To participate in the meeting, the supplier must send a request to Emilie Wiborg Holm <[email protected]>, sending forward a short solution-description, and preferably materials and references of a delieverance of the presented CCM solution to a previous recipient. Requests and materials can be in both Danish and English, as well as the planned marketsurvey meetings. Requests for participation must be recieved by Udviklings og Forenklingsstyrelsen no later than 8 April 2024. The meetings will be held at the Udviklings og Forenklingsstyrelsen’s address in Frederiksberg. Each meeting will be with representatives from Udviklings- og Forenklingsstyrelsen and a selected supplier. Each meeting have a planned duration of two hours. The first hour of the meeting is planned for the supplier's presentation of their solution. The presentation is expected to address the following questions: • How will the solution solve the challenges faced by the Danish Tax Agency? • How is the solution adapted when new requirements meet the Danish Tax Agency? Will anyone, besides the supplier, be able to adapt the functionality of the solution? • What is the architecture of the solution? Will the solution be implemented on-premises at Udviklings- og Forenklingsstyrelsen, or will it be cloud-based? If it is cloud-based, can it be guaranteed to be located in Denmark/EU? • What is the capacity of the solution and how can this be scaled if the need arises? • What pricing model is used (license, adjustment of the solution, payment per message)? • Where has the solution been used in the past, and what experiences do you have from this? Udviklings og Forenklingsstyrelsen reserves the right to limit the number of meetings to 5-7. The limitation will be based on the assessed relevance of the individual suppliers. It is expected that the meetings will be held before mid-May 2024. Each meeting is expected to follow this agenda: 1. Introduction to the Danish Tax Agency's current landscape and challenges (10-15 minutes) 2. Supplier presentation (60 minutes) 3. Questions and dialogue (45-50 minutes)