Discovery phase to enable Leaseholders and Tenants to book Gas Servicing online copy

Tender description

Why the Work is Being Done The Council manages mixed tenure blocks and estates comprising tenanted, leasehold and freehold properties and is legally required to ensure that all tenanted properties have up-to-date gas safety certificates. Homeowners are responsible for ensuring the gas safety of their own properties, however the Council cannot be sure that homeowners are having annual gas safety checks. This situation presents a risk to all residents irrespective of property tenure, which, post-Grenfell, cannot be ignored. Tenants gas servicing is carried out by the council and we now want to extend this service to Leaseholders. Problem to Be Solved We need an online solution that will enable tenants and leaseholders to book an appointment with a Council (DLO) gas engineer. We want to explore if: We can facilitate a payment for the service where applicable Schedule the booked appointment directly with the DLO Notify the resident of booking and send reminder notifications via SMS/email. Who Are the Users - As a resident, I need to easily book a gas servicing appointment online so that I can do it at my convenience. - As a Leasehold Officer, I need to have a record of the properties with up to date gas safety certificates, and be able to send them reminders when the next check is due. - As a Resident Safety officer I need to increase the safety of residents, Council blocks and estates across the borough. - As a DLO Scheduler, I need to know how many appointments have been booked so I can manage resources. Early Market Engagement Work Already Done No work to date has been undertaken. However, the DLO uses DRS for appointment scheduling, 1st Touch for mobile working for DLO staff and GOV.UK Pay and GOV.UK Notify for other services. Existing Team 1 x Delivery Manager 1 x Product Owner 1 x Applications Manager Current Phase Discovery 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 Have knowledge of user needs for the service Have experience of working to the GDS service design manual Have experience designing services for a wide range of digital skills and confidence Have developed a service to meet the Digital Service Standard (either local or central government) Understand how to meet the needs of a diverse range of users Work to user-centered, iterative, Agile principles Consume from and present to Hackney’s emerging API layer Experience of a similar project Knowledge of Universal Housing Nice to Haves No. of Suppliers to Evaluate 3 Proposal Criteria Clarity of the approach How the approach or solution meets user needs How they’ve identified risks and dependencies and offered approaches to manage them Team structure, including skills, experiences and relevance of individuals Understanding of user needs 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 Hackney Council is a diverse organisation and borough. How you would successfully work as a team with our organisation and other suppliers in a diverse environment. Payment Approach Capped time and materials Assessment Method Written proposal Evaluation Weighting Technical competence 60% Cultural fit 7% Price 33% Questions from Suppliers Budget range £50,000 - £60,000