Improve digital services for requesting repairs and reporting anti social behaviour

Tender description

Why the Work is Being Done The Council offers an existing service enabling tenants and leaseholders to request a repair. It wants to improve the service in order to encourage take-up and reduce the costs of failure demand. Problem to Be Solved The existing digital offer for logging repairs has seen limited uptake, little regular use from those that have signed up for it and runs in parallel to the repairs system used by staff. 1) Create a digital channel that residents want to use. 2) Reduce overall volume of calls to contact centre. 3) Halve proportion of calls to contact centre related to existing service requests. 4) Consolidate repairs reporting for staff and residents onto single platform. There is no current digital channel for reporting incidents of anti-social behaviour, with reporting options scattered across multiple locations / agencies. Who Are the Users As a resident, I need to request repairs so that I can maintain my home. As a resident, I need to report anti-social behaviour to ensure my estate is a pleasant place to live. As a resident, I need to be kept informed of progress so that I do not need to call the contact centre. As a staff member, I need to manage problems involving multiple work orders so that we can solve complex issues quickly. As an Estate Officer, I need to be able to work with other teams so that we can resolve anti-social behaviour. Early Market Engagement Work Already Done An initial discovery phase has been completed along with as-is and to-be user journey mapping, with a number of ideas generated that could be prototyped. Further to this, a number of internal reviews of the repairs service have been conducted over the last 18 months that have identified potential improvements. It is likely that a successful online service is dependent on at least some of these issues being resolved. Existing Team 1 Service Manager, responsible for overall development of digital offer within the Housing Service. 1 Project Manager within the Housing Service, responsible for delivering improvements to working practices within the Repairs Service. Separate team working to build "Manage my Account" service for Housing tenants and leaseholders. Current Phase Discovery Work Location Hackney Service Centre, 1 Hillman Street, E8 1DY Working Arrangments We would prefer a team onsite for 3 days a week, most weeks in order to engage with ICT and Repairs Service colleagues and build broader engagement with the style of working (eg through show and tells). Security Clearance Additional T&Cs Skills & Experience Have experience of working to the GDS service design manual Be able to pass a Local Government Digital Service Standard assessment Have experience working with social housing providers Have experience working with Civica’s Universal Housing product Combine user research, service design and developer expertise Work to user-centered, iterative, Agile principles Have experience designing services for a wide range of digital skills and confidence Support an efficient way of authenticating Hackney residents (eg through the council’s existing master data solution) Nice to Haves Be prepared to share risk and/or reward with the council if the service is attractive to other authorities Provide opportunities for people seeking ways into work in Hackney (eg through an apprentice working on the project) Be familiar with working on a ‘low-code’ platform Have experience of working with Dynamics 365 No. of Suppliers to Evaluate 3 Proposal Criteria Quality of the technical solution Clarity of approach How the approach or solution meets user needs Estimated timeframes for the work How they’ve identified risks and dependencies and offered approaches to manage them Team structure, including skills, experiences and relevance of individuals Experience of the method of working from previous projects Cultural Fit Criteria Work as a team with our organisation and other suppliers Be transparent and collaborative when making decisions Have a no-blame culture and encourage people to learn from their mistakes Take responsibility for their work Share knowledge and experience with other team members Work openly Payment Approach Capped time and materials Assessment Method Written proposal Case study Reference Evaluation Weighting Technical competence 60% Cultural fit 7% Price 33% Questions from Suppliers Budget range £175k