Discovery and development of an MVP to enable tenants to track a DLO repair

Tender description

Why the Work is Being Done Track a Repair enables Hackney Council staff to see the actions and timescales associated with a repair and possibly related jobs. It has been designed to support the leaks hub. The data only enables the council to track in detail jobs being performed by its Direct Labour Organisation (DLO). The Repairs Contact Centre receives 70,000 follow-up calls per year. The average call currently costs about £9. If we can reduce these by 7,000 per year then this service would achieve a return on investment within the first 12 months of operation. Problem to Be Solved Tenants currently have no means of knowing what’s happening to the progress of their repair other than calling the contact centre. Some of those repairs are undertaken by third party contractors where the council does not have detailed information available but 70,000 repairs are done by its in-house organisation. A single repair may require multiple jobs to be performed, which also adds to the complexity for tenants. Who Are the Users As a tenant, I need to easily track a repair so that I can do it at my convenience. As a tenant I need to be available when a repair operative visits so that the repair can be undertaken Early Market Engagement Work Already Done This work is being commissioned alongside work to extend the features of Track a Repair to support the Repairs Contact Centre. ‘Report a Repair’ is already working effectively online. A summary of Track a Repair is available here: https://www.digitalmarketplace.service.gov.uk/digital-outcomes-and-specialists/opportunities/6397 And the Repairs API: http://api.hackney.gov.uk/swagger/#/Repairs Existing Team 1 x Delivery Manager 1 x Product Owner 1 x API developer Current Phase Not started Work Location Initially at Hackney Council offices, 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 subject matter experts and ICT, building broader engagement with the style of working (eg through show and tells). Security Clearance Additional T&Cs Skills & Experience Provide a multi-disciplinary team, including user research, service design, front-end and back-end developers Demonstrate a track-record of user-centred design and Agile approaches Have delivered a service that’s been assessed against a government service standard Demonstrate experience designing services for a wide range of digital skills and confidence Be able to build or design a tool that’s so good, people prefer to use it Have experience of working to the GDS service design manual Consume from and present to Hackney’s emerging API layer Experience of developing design patterns that can be re-used for other services Have experience working with social housing providers or repairs providers Have experience working with Universal Housing Nice to Haves Show how it has supported development of an in-house team No. of Suppliers to Evaluate 3 Proposal Criteria Understanding of user needs from the service Clarity of the approach Experience from a similar 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 Have a no-blame culture and encourage people to learn from their mistakes Take responsibility for their work Share knowledge and experience with team members and the wider service Work openly Hackney Council is a diverse organisation, reflecting the diversity of our borough. Describe how you would work as a team with our organisation and other suppliers in a diverse environment. 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 £65,000 - £85,000