Extend MVP for Manage Arrears Product

Tender description

Why the Work is Being Done Manage-arrears (beta) is onboarding case workers from the rent and service charge arrears teams. The architecture of the service now needs to be extended to support multiple user groups. User role-based permissions, separate prioritisation algorithms and processes for automated communication, separate user and management views, viewing documents by case, as well as both automated and manual case assignments by patch are needed to improve the service. Problem to Be Solved Manage Arrears is part of the wider programme of work to replace Universal Housing and to create simple, intuitive services that people prefer to use. Hackney seeks to improve its coordination and efficiency in managing arrears across business areas with the aim of reducing overall arrears liability, maximising benefit from its social housing stock. The council want to help residents who owe to Hackney to maximise benefits, access support, and to manage their money. The vision for Mange Arrears is to create simple services for residents and Caseworkers that are easy to use and improve arrears management and collection. Who Are the Users As a Caseworker, I need… * to understand which cases are the highest priority; *automation of low arrears cases thereby optimising my time; * to be able to send ‘Letter Before Action’ letters via a template so time is saved allowing me to focus on higher priority cases; * clear and accurate history of arrears actions enabling escalation of cases correctly and providing a consistent service to tenants. *layout enhancements to the user interface so that I can diagnose case status quicker *to log into the application and see a customised interface based on my role, team, permissions and patch Early Market Engagement Business Case: This link contains details of the full business case and further information for this phase of work. https://docs.google.com/document/d/1czGe4IFauVE_qEdeu7_697IU-AkNeiVWv5P9aJSul-U/edit?usp=sharing Service Standard Assessments: Our service has undergone two prior service standard assessments during the early phases. The following links include the key findings and recommendations of each. Beta Service Standard assessment (October 2018) https://docs.google.com/document/d/1HgVMbdlh3IfMOaH_bZJhs142VZ-rwimNyuH9fGpor6c/edit Beta Service Standard Assessment (June 2018) https://docs.google.com/document/d/1gqFi72tbb9CtNA_500p95gy3VAV7fB7rsoMxvzmMCk8/edit Github: We also code openly and our coding repository can be found on Github. https://github.com/LBHackney-IT/LBH-IncomeCollection https://github.com/LBHackney-IT/lbh-income-api Work Already Done Existing Team Head of Service (project sponsor) Delivery Manager, with extensive knowledge of the Manage Arrears beta service Business Analyst / Workflow Consultant, with extensive knowledge of existing arrears process and system, as well as the new beta service Income Collection team leaders, responsible for managing the rent arrears process Income Collection team leaders, responsible for managing the leasehold arrears process Service Manager, responsible for quality and incident management on the live Beta service Separate teams building a mobile working solution for Housing Officers, account management service for leaseholders and tenants, repairs booking system and an API platform team. Current Phase Beta Work Location Initially London Borough of Hackney offices Working Arrangments The internal team will work with third-party developers and will be onsite at London borough of Hackney Offices for 3 days a week ensuring engagement with subject matter experts and ICT thus building broader interaction with the style of working (e.g. through show and tells). Security Clearance Additional T&Cs Skills & Experience Have experience of working to the GDS service design manual Have built a service that has passed a Government Digital Service standard assessment Combine user research, service design and developer expertise Ruby on Rails Have experience designing services for a wide range of digital skills and confidence Ability to support development of REST APIs to Hackney’s standards Experience of developing design patterns that can be re-used for other services Experience of using analytics and user research to prioritise a backlog of improvements Experience integrating with gov.uk Notify API Experience of containerisation using Heroku / AWS Experience using Github Nice to Haves Be prepared to share risk and/or reward with the council if the service is attractive to other authorities Provide opportunities for people seeking ways into work in Hackney (eg through an apprentice working on the project) Experience of working with Dynamics 365 Have experience working with social housing providers Have experience working with Civica’s Universal Housing product No. of Suppliers to Evaluate 3 Proposal Criteria Understanding of user needs Quality of the technical solution Clarity of approach How they’ve identified risks and dependencies and offered approaches to manage them Team structure, including skills, experiences and relevance of individuals Experience from a similar project 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 Have a no-blame culture and encourage people to learn from their mistakes Take responsibility for their work Share knowledge and experience with other team members Work openly Payment Approach Capped time and materials Assessment Method Written proposal Case study Reference Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers No questions have been answered yet Budget range £225,000 - £250,000 + vat