Extending Track a Repair to support contact centre agents

Tender description

Summary of the work Extension of Track a Repair to support the Repairs Contact Centre agents and workflow Latest start date Monday 28 January 2019 Budget Range £30,000 - £50,000 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 but we believe that with a few amends to the user interface the functionality can support the needs of the repairs contact centre. The average call currently costs about £9 and takes c. 7 minutes. If we can reduce the call handling times by 30 seconds then we would save the equivalent of £109,000. We believe quicker calls would improve the customer experience and waiting times, too. Problem to Be Solved The Repairs Contact Centre receives 171,000 calls per year. It does not have a modern interface to support its workflows, enabling repairs to be raised quickly or tenants to be informed on the progress of their repairs. A previous Discovery and Prototype identified the design patterns necessary to support an improved customer experience. Now the repairs API has been extended, we believe the user needs can be met with some modest amendments to: - How we quickly retrieve caller’s details - How we record a repair - How we identify cautionary contacts Who Are the Users - As a resident, I need to easily request a repair online so that I can do it at my convenience. - As a resident, I need to be able to raise a repair easily on the phone so that emergency requests are handled quickly. - As a resident, I need to request repairs to communal areas so that my block or estate are safe and well maintained. - As a customer service agent I need to handle calls quickly and easily so that I can give callers the information they need. Work Already Done The Discovery phase was run with support from DXW. The findings from the discovery phase are available here: https://docs.google.com/document/d/1NC0QAUNgOhpMFiemIyVcWbLiSV2k68AB_mr82Ms0qE4/edit?usp=sharing And the prototype: https://github.com/LBHackney-IT/rcc-alpha 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 Beta Skills & Experience • Have knowledge of user needs for the service • Experience of developing design patterns that can be re-used for other services • 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 experience designing services for a wide range of digital skills and confidence • Consume from and present to Hackney’s emerging API layer • Understand how to meet the needs of a diverse range of users • Have delivered a service that’s been assessed against a government service standard • Have experience working with social housing providers or repairs providers • Have experience working with Universal Housing 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). 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 • Quality of the technical solution • Estimated time-frame for the work 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 other team members • Take responsibility for their work • Take responsibility for their work • Have a no-blame culture and encourage people to learn from their mistakes • Hackney Council is a diverse organisation, reflecting the diversity of our borough. Describe how you would successfully work as a team with Hackney and other suppliers in a diverse environment. Payment Approach Capped time and materials Evaluation Weighting Technical competence 60% Cultural fit 7% Price 33% Questions from Suppliers 1. The essential requirement "Have experience working with social housing providers or repairs providers" feels overly restrictive. Do you feel very specific domain experience is required for this work? Yes 2. Could you confirm your definition of Universal Housing Universal Housing is an Integrated Housing Management System by Civica. 3. The document detailing findings from discovery requires a G-Suite account to access. Can you please provide an open document? file:///home/chronos/u-6255e1243b97db3158f32f42429eda33cc02ce66/Downloads/04-07-2018%20-%20Repairs%20Contact%20Centre%20workflow%20tool%20Alpha%20write%20up%20(2).pdf 4. 3. The document detailing findings from discovery requires a G-Suite account to access. Can you please provide an open document? https://docs.google.com/document/d/1NC0QAUNgOhpMFiemIyVcWbLiSV2k68AB_mr82Ms0qE4/edit?usp=sharing