Developing our view of our citizens

Tender description

Why the Work is Being Done Since 2010, Hackney has had a Citizen Index data product which provides a unique identifier for each individual and supports some identity verification for online services. This enables us to match records about a resident across individual line of business applications. Citizen Index enables us to develop better business intelligence and enables us to verify residents for some transactions. Citizen Index was designed before Hackney could develop REST APIs, had multiple online services or GDPR regulations. The technology it runs on needs to be refreshed next year, providing an opportunity to ensure it meets user need. Problem to Be Solved Residents transact with multiple services across the organisation and for some of these they need to prove their identity. We want to make it easier for people to access services they are entitled to without having to provide the same information on multiple occasions. We also want to be confident that we know who our residents are, even where they are captured across multiple systems, and use this information to offer a great customer experience, to better understand demand for our services and to design improved interventions to support people earlier. Who Are the Users As a resident, I need to provide information about my circumstances only once so that I can access services easily As a customer agent, I need access to accurate information about a resident’s circumstances so that I can deliver a great customer experience As a digital developer I need secure, easy access to an API so that I can verify the user As an anti-fraud officer I need Hackney to verify its residents so that everyone gets the services they’re entitled to As a Data Analyst I need to match citizen records to provide robust business insights across different services Early Market Engagement Work Already Done The Master Data team have built and maintain the existing Citizen Index based on ClearCore’s InfoShare software which has data feeds from the council’s main systems and uses rules and transformations to match and create a single view of our customers. It operates as a live dynamic master index, supplying “golden” records for real-time authentication of online parking permit applications. Existing Team 3 Master Data Analysts, with support from a Data Analytics team and with the cooperation of a range of Council services. Current Phase Not started Work Location Hackney Service Centre, 1 Hillman Street, Hackney Working Arrangments We would expect the supplier to be onsite for cross-Council work to establish user need, to work collaboratively to support the product owner and for sprint planning and show & tells. Security Clearance Additional T&Cs Skills & Experience Experience of working to the Service Design Manual Experience of developing the technical architecture for secure, scalable data platforms Experience of developing minimum viable solutions Experience of developing ‘in the open’ - using tools such as Github and Swagger Ability to test findings with users Ability to provide a multi-disciplinary team including research, design, development and data expertise Demonstrable experience of supporting knowledge-transfer Developing REST APIs to open standards Nice to Haves Developed a service to meet the national, or local government digital service standard Experience of master data management No. of Suppliers to Evaluate 3 Proposal Criteria Understanding of user needs Team structure and experience Approach to the task Identification of key risks and dependencies Case study from a similar project Cultural Fit Criteria Experience delivering in an open, collaborate, agile way according to the principles outlined in the Government Service Design Manual Demonstrate simplicity (e.g. do less but better, explaining complex issues in a clear, simple way, break down and prioritise complex issues) 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. Work openly. 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 £50,000 - £60,000 excluding vat