Process and System Modernization Services

The vendor is required to provide business process system modernization with the corresponding system:
•    Integrated system to be used by town’s departments under service level. 
•    Enhanced resident trust and reduced complaints. 
•    Reduced operational costs and improved service turnaround times. 
•    Accurate financial performance dashboard (business intelligence dashboard), reporting, accounting, and billing processes. 
•    Integrating existing overall business systems ecosystem to reduce cross-system manual works. 
•    Establishing a future state master data management (MDM) strategy and improve system architecture governance. 
•    Enhance internal business analysis, QA functions, and problem management processes. 
•    Resident online portal (website): a resident online portal to provide convenient access to services, enhancing user experience and engagement. 
•    Provide change management support, training and procedural documentation 
•    Implement role-based access control (RBAC) and improve onboarding and offboarding processes. 
•    Process alignment with commonly accepted information security frameworks iso and IEC.
- Responsibilities
•    Cross-functional process improvement - business analysis of current state and future and desired state. 
•    Successful vendor will be provided with the current list of business systems and IT infrastructure high level as part of their services to refine the town’s desire state solution design.
•    Define new process and system scope under business requirement documentation (BRD).
•    Define organizational change management (OCM), learning and development (L&D), and communication strategy and plan.
•    System selection for new system solutions
•    Business case for proposing new process and system implementation.
•    Transition project from the scope development and process optimization to the system implementation phase.
•    Additional services through project change order (c/o)
- Glossary
•    Business process optimization: improving how work gets done by removing inefficiencies, streamlining steps, and using better tools or systems.
•    Vendor-neutral and vendor-agnostic: consultants or solutions that do not promote a specific vendor’s product. 
•    This ensures recommendations are unbiased and focused on the town’s needs.
•    Multi-stage procurement process: a structured approach to selecting a new system, usually including steps like, evaluation, shortlisting, and negotiation.
•    Integrated system: a system where different departments and services share information seamlessly, reducing duplicate work and manual data entry.
•    Business intelligence (bi) dashboard: a digital dashboard showing real-time performance metrics, financial data, or service delivery results to support decision making.
•    System architecture: the overall structure of a system - how its parts fit together, including reducing total cost of ownership (TCO), people, process, software, hardware, and data connections.
•    Master data management (MDM): a strategy to ensure critical information (like resident records, financial data, or asset details) is consistent, accurate, and centrally managed.
•    Governance: rules, processes, and oversight that ensure systems and decisions are managed responsibly, securely, and effectively.
•    Business analysis (BA): a structured review of how work is currently done and identifying opportunities for improvement.
•    Quality assurance (QA): processes to test and confirm that systems, services, or processes meet expected standards before being used widely.
•    Change management: preparing staff and residents for new ways of working by providing training, communication, and support.
•    Role-based access control (RBAC): security approach where users only get access to the information and tools they need for their job - reducing risks.
•    Onboarding and offboarding: the process of granting new staff access to systems (onboarding) and removing access when they leave (offboarding).
•    Online portal (resident and business online portal): a website where residents can log in to access services such as payments, applications, or requests, improving convenience and transparency.
•    ISO/IEC 27001 or 27002 information security or control: an internationally recognized standard for information security management. 
•    It sets best practices for keeping information safe.  

- Questions/Inquires Deadline: October 9, 2025