A discovery phase to understand how we can redesign the ‘front door’ for adult social care

Tender description

Why the Work is Being Done Hackney provides a range of social care support for adults, consistent with its statutory duties. However, we know we can do more to signpost people towards non statutory services and are interested in the potential for providing a more empathetic, user-centred digital experience for self-service and assisted digital support. Problem to Be Solved The Council provides adult social care needs assessment consistent with its statutory obligations. These are mostly done over the phone and with paper-based processes which is time-consuming and costly. Residents who are not assessed as requiring support, may have to restart the process at a later date. There is not a simple way of tracking outcomes for people who have been referred to third party services. An online assessment is available via www.hackneyicare.org.uk although take-up is low. Who Are the Users As an older person I need to: - understand what I’m entitled to so that I can get the right support - understand the options available so I can get the right support for my circumstances As a carer I need to: - understand and follow the process so that I can support an older person - help someone through their assessment so that they get what they need As a health professional I need to: - signpost people to a simple needs assessment so that they get the right support Early Market Engagement Work Already Done Existing Team Adult social care is working in partnership with Hackney IT. We have business analysis, user research and service design skills we can contribute to a multi-disciplinary team, as required, We would expect to identify a product owner through this piece of work. Current Phase Not started Work Location Hackney Council offices in Mare Street, E8 Working Arrangments We would expect the supplier to work onsite for the majority of the engagement, enabling them to share their work with social care colleagues and test propositions with residents. Security Clearance Additional T&Cs Skills & Experience Provide a multi-disciplinary team, including user research, service design and front-end developer Adopt user-centred design and Agile approaches, consistent with the govenrment’s service design manual Have experience of redesigning a digital service to meet the needs of users Understand how to meet the needs of a range of users, including those lacking digital skills Be agnostic of any particular software, enabling us to consider a range of options to meet user needs Share their work freely and openly with the Council and the wider community Have had work assessed against a digital service standard (local or national) Experience of adult social care Nice to Haves Promote user-centred design and Agile across the Council Work with a Hackney-based apprentice Experience of working with Mosaic - the social care system provided by Servelec No. of Suppliers to Evaluate 3 Proposal Criteria Understanding of user needs from the service Understanding of the policy context Clarity of the approach Experience from an analogous project Team structure, including skills, experiences and relevance of individuals Identification of risks and plan to mitigate them Cultural Fit Criteria Work as a team with our organisation and other suppliers Be transparent and collaborative when making decisions Share knowledge and experience with team members and the wider service Payment Approach Capped time and materials Assessment Method Written proposal Evaluation Weighting Technical competence 60% Cultural fit 5% Price 35% Questions from Suppliers Budget range £40,000 - £50,000 excluding vat