Service Design in Social Care - Supporting councils to design person-centred care and support

Tender description

Why the Work is Being Done There is a desire across social care and health to develop more efficient and person-focused services that are fit for the modern age in which we live. The LGA would like to procure an external partner to deliver a practical support offer to councils that assists them in delivering person-focused services across social care. This offer should support councils in designing end-to-end care services from the view of the user. This will be based on an understanding of the needs of people who require care and support. Problem to Be Solved Navigating care and health systems can be complex if ways of working are designed around the needs of organisations, not those using services. The LGA would like an offer that supports councils to apply design thinking to social care and contributes to: • Care/support services that deliver improved outcomes and customer experience; • Cohort of local care and health areas (including senior leaders) embracing service design to deliver a modern and efficient system; • Network of local areas sharing learning of service design across care and health; • Strengthened capacity within local organisations/local areas to take a service design approach. Who Are the Users As a council, I want care and health services that are useful, usable, efficient and desireable. As a council, I want people to have an easy and positive experience of interacting with and using services. As a council, I want people to access the right information and support at the right time when interacting with and using services. As a council, I want to understand the desires, goals and motivations of people using care and health services so that service provision is designed around these needs. Early Market Engagement The LGA held a workshop with service design and adult social care leads from a range of councils across the county to help shape the approach. The LGA is interested in creative proposals from suppliers that supports the sector in designing better care services that meet the needs of users - and is within the budget specified. The LGA does not wish to pre-determine the activities the supplier will carry out but this might include generic support for all or a range of councils, bespoke on-site support for councils or alternative approaches. The LGA is particularly interested in proposals that assist councils in two areas: 1). Front-door of adult social care; 2). Delivery of care including work with care providers. Work Already Done The LGA is aware that a number of councils are applying service design approaches to social care. We would like proposed approaches from providers to draw on the experience of councils in this area. The focus of this offer should be on the design of end-to-end care and support rather than delivery of a digital solution. However, we would expect digital approaches to be encouraged where it makes sense for there to be one. The supplier may wish to draw on user research carried out by NHS Digital as part of a social care discovery programme (see here http://transformation.blog.nhs.uk/social-care-discovery-findings). Existing Team The existing team at the LGA comprises the Programme Manager and Programme Advisor who will be key stakeholders in relation to programme management and reporting purposes for the duration of the work. They will be able to provide appropriate support to the supplier throughout the course of the work. Current Phase Not started Work Location The supplier may be based anywhere but would be expected to engage with and work alongside participating local authorities as per the methodology set out in the written proposal. Please note that no local authorities have been selected to participate in this programme at present. This will be undertaken once the supplier has been appointed and the proposed activity agreed. The successful supplier may wish to support the LGA identify and select local authorities to participate in the programme. Working Arrangments The supplier may be based anywhere but would be expected to engage with and work alongside participating local authorities as per the methodology set out in the written proposal. Regular updates via email, telephone or face to face may be required as agreed by the LGA. Security Clearance Additional T&Cs Skills & Experience Strong knowledge of the application of user-led service design methologies/approaches Experience and evidence of applying service design in adult social care demonstrating positive outcomes Experience and evidence of applying the principles of user centred design to the development of digital and non-digital solutions Experience and evidence of working with organisations to change their way of working including introducing service design or user-centred design methodologies Nice to Haves Recent and demonstrable engagement with public sector organisations such as central government and other local government services Experience of working with elected members and senior leaders to achieve buy-in to service-design approaches and methodologies Experience of designing and/or assessing digital tools to attract and meet the needs of a diverse range of users Experience of working with a wide group of stakeholders including health and care experts, service users and the general public No. of Suppliers to Evaluate 5 Proposal Criteria Proposed approach and methodology to conducting the Programme, including proposed activity and reach of the Programme across local government Proposed approach to applying the principles of user centred design and user insights to the development of digital and non-digital services How the proposed approach contributes to the outcomes specified in this notice How the proposed approach meets user needs The proposed approach to measuring the impact of activity Cultural Fit Criteria Working within the constraints of public sector organisations including budgets, timescales and change Working with a range of stakeholders including those that may have little knowledge of agile or user-centred design Working as a team with participating local authority sites Sharing knowledge and experience with team members and key stakeholders Payment Approach Fixed price Assessment Method Written proposal Reference Presentation Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers Budget range £66,800 (excludes vat). please note that any bids over the specified budget will be automatically excluded.