Housing Repairs Alpha

Tender description

Why the Work is Being Done Councils are responsible for providing repairs to socially rented properties. Most users access the service by phone and it is typically the service with highest volumes. Following the completion of a discovery on whether a common service pattern for housing repairs is possible and what it would look like, we are progressing to Alpha. Problem to Be Solved Councils are responsible for providing repairs to socially rented properties. Most users access the service by phone and it is typically the service with highest volumes. Following the completion of a discovery on whether a common service pattern for housing repairs is possible and what it would look like, we are progressing to Alpha. The national cost of repairs call handling is estimated at >£30m p/a. Based on our experiences only ~50% of calls are for new repairs implying significant levels of failure demand. Take-up of online repairs is also low compared to telephone channels. We want to understand - what a scalable, reusable, accessible service pattern looks like and test the option proposed in discovery - To test the riskiest assumptions highlighted in discovery. In particular understanding how different localisation setup and integrations with new and existing technology may impact on design - Explore potential for self-help instructions - How the whole journey works for all types of repair, including rechargeable, communal and leaseholder -How the service pattern can be mapped to the Housing Associations' Charitable Trust repairs data standard. - the costs of developing a BETA product Required outputs: - Business case - UR report - Recommendation Report Who Are the Users As a customer -report, book, update and track repairs at my convenience, so I don't have to chase -raise emergency repairs that are handled quickly, so I don't have to worry -request repairs to communal areas, so they are safe and well maintained -understand at the earliest opportunity the responsibility for the repair, so I know what I have to pay As a customer service agent - I need to be able to log repairs at convenient times for customer so I can help callers - I need easy access to information, so I can help callers. As a repairs operative I need to: -know what I’m expected to fix, so that I arrive able to fix it. -raise additional jobs, so that repairs are resolved -know jobs are recorded accurately, so that I am paid correctly As a contractor I need to receive job information so I can complete the work required Early Market Engagement None Work Already Done Discovery report – details can be found https://orangemaple.co.uk/case-studies/cs-housing-repairs-defining-a-common-service-pattern-2/ https://www.southwark.gov.uk/innovate/collabrative-project/housing-repairs-projects Existing Team 1x Project Manager at each authority 1x Digital Change and Innovation manager at Southwark 1x Organisational Change Lead 1x Business Analyst at Lincoln 1x Business Analyst at Royal Borough of Greenwich 1x Business Analyst at South Kesteven District Council 1x Future Technology Lead at South kesteven District Council 1x Head of Improvements and Repairs at South Kesteven District Council 1x Repairs Officers from Southwark, Lincoln, Royal Borough of Greenwich and SKDC Current Phase Alpha Work Location The supplier will be expected to conduct user research at each partner organisation site - Southwark Council, Lincoln Council, Royal Borough of Greenwich and SKDC All associated expenses, including travel costs, should be included in your costs and will not be reimbursed separately Base organisation will be Southwark Council at 160 Tooley Street, London, SE1 2HZ. Working Arrangments We expect daily stand-ups and regular onsite meetings in order to engage with Digital and Repairs Service colleagues and build broader engagement with the style of working Security Clearance None Additional T&Cs Skills & Experience Provide a multi-disciplinary team, including user research, service design, and delivery management Have experience of working to the GDS service design manual Demonstrate a track-record of user-centred design and Agile approaches Have delivered a service that has been assessed against the Local Government Digital Service Standard or government service standard Demonstrate experience designing services for a wide range of digital skills and confidence Share their work freely and openly with the partner organisations and the wider community Be able to build or design a tool that’s so good, people prefer to use it Experience of developing design patterns that can be re-used by organisations Nice to Haves Have experience working on repairs service within social housing Worked on a project with multiple partners Have the ability to impart knowledge and skills to our in-house team during delivery of the project Have additional resources available to call on to rescue delivery timelines should significant slippage occur No. of Suppliers to Evaluate 3 Proposal Criteria Demonstration of essential skills and experience 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 mistake Take responsibility for their work Share knowledge and experience with other team members Work openly Payment Approach Capped time and materials Assessment Method Evaluation Weighting Technical competence 55% Cultural fit 15% Price 30% Questions from Suppliers Budget range £70,000 to £90,000 including all expenses