Improve how we send a repair operative to a job and enable progress of that job to be tracked

Tender description

Why the Work is Being Done Hackney currently uses four systems to manage repairs requests: Universal Housing, DRS, Servitor and 1st Touch - as well as a SQL database to handle requests that are sub-contracted to third parties. Hackney has approximately 32,000 tenants and leaseholders. Its repairs contact centre receives 171,000 calls per year, which are roughly split between new requests and calls following-up existing requests. This is one of three projects to improve repairs. The others will improve the customer experience of raising a repair, and managing the finances around a repair. Problem to Be Solved The integration of the repairs process between solution doesn’t provide customers visibility over the progress of a job and data is not exchanged in a robust, reliable fashion. Problems in systems and integrations mean that a single technical fault can take too long to identify and fix. This project is designed to improve the current solution in order to ensure tenants and leaseholders, and the staff that support them have a realtime view of the progress of a repair and any subsequent actions required. Who Are the Users As a resident, I need to track a request I’ve made so that I know when it’s going to be fixed As a repair operative I need to: - know what I’m expected to fix so that I arrive able to fix it. - raise a follow-on job so that any additional works can be dealt with - know my jobs to be calculated correctly so that I can receive the right pay As a customer service agent I need to find the progress of a job so that I can reassure customers that it’s being dealt with. Early Market Engagement FutureGov led a discovery phase to establish the strategy for improving our housing technology services. DXW has developed the online repairs service improvement. We have developed some of the other digital services to support housing in-house, using Outsystems and Dynamics 365. Work Already Done Hackney has been working to improve the experience of raising a repair. A new online service is in beta for repairs to a property. Last year, the council launched a mobile solution for its direct labour organisation. This is one of three projects to improve repairs. The others will tackle the process of sending an operative to a job (which is expected to start at a similar time), and managing the finances around a repair (which may be commissioned once these phases have been completed). Existing Team Repairs service manager, responsible for overall development of the service. 1 Product Owner within the Housing Service, responsible for delivering improvements to working practices within the Repairs Service. 2x in-house .NET developers who have built the REST API to support repairs 1x Delivery Manager Current Phase Not started Work Location Hackney Service Centre, 1 Hillman Street, E8 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 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 Share their work freely and openly with the Council and the wider community Be able to build or design a tool that’s so good, people prefer to use it Show how it can support development of REST APIs to Hackney’s standards Experience of developing design patterns that can be re-used for other services Have experience working with social housing providers or repairs providers Nice to Haves Show how it has supported development of an in-house team Show how it has advised on when to buy vs build No. of Suppliers to Evaluate 4 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 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 up to £250,000 exc vat for the project - but we would expect to re-estimate following a short discovery phase and a clearer business case.