Extend Repairs Hub for contractors

Tender description

Summary of the work Extend functionality of Repairs Hub to enable contact centre agents to raise contractor repairs Latest start date Friday 24 July 2020 Budget Range £350,000 - £365,000 Why the Work is Being Done The Repairs Hub was launched in October 2018 and was initially launched in the leaks hub to enable us to have a clearer view on complex leaks with a view to conclude them more efficiently. It has been developed further so that individual repairs can be raised by the repairs contact centre (RCC) agents, which has significantly reduced the time taken to log a repair from 9 minutes to just under 3 minutes. If Repairs Hub can be used to book reactive repairs with contractors then it removes the RCC from routine access to Universal Housing; enables the Council to provide residents an update on their repair and supports better partnership working with contractors. Problem to Be Solved This is part of the wider programme of work to replace Universal Housing (UH). Repairs contact centre agents use Repairs Hub to record internal repairs and UH to record contractor repairs. There is no visibility about the progress of a contractor repair, resulting in agents spending unnecessary time chasing contractors via email or phone. All agents need to be able to view all the relevant facts and progress in relation to a repair carried out by a contractor so they can update residents. They also need to have a single view of the truth so that anyone who accesses this information has the same facts. They also currently don't have insight about progress of repairs and contractor performance so are unable to manage contracts effectively. Who Are the Users *As a RCC agent I need a single process so that I can effectively record and manage a repair. *As a RCC agent I need a single view of repairs so that I can give the correct information to residents based on the updates provided by a contractor. *As an RCC agent I need confidence in the IT tools I use so I can provide an effective and efficient service. *As a RCC Manager I need to track and monitor KPIs so that I can provide an effective and efficient service. *As a Contracts Manager I need to track and monitor performance so that I can manage contracts effectively. Existing Team 1 x Delivery Manager 1 x Product Owner 1 x API developer 1 x Applications Manager 1 x Head of Service 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 experience working with social housing providers or repairs providers • Have experience working with Civica's Universal Housing • Have experience of working to the GDS service design manual • Have built a service that has passed a Government Digital Service standard assessment Nice to Haves Be prepared to share risk and/or reward with the council if the service is attractive to other authorities Work Location Initially remotely and then London Borough of Hackney offices Working Arrangments The team should be available to be remotely 'onsite' 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). 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 • Hackney is a diverse organisation, reflecting the diversity of our borough. Describe 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 • Case study • Reference Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers 1. You mentioned The Repairs Hub has been 'developed further' – have any suppliers been involved in development of the Hub in the past year? Yes, Unboxed have developed Repairs Hub 2. Can you say more about why experience of "Civica's Universal Housing" is an essential criteria? This significantly reduces the pool of suppliers you could draw from. We require a supplier who understands the complexity of Universal Housing and can advise the best way to develop the product further. This is part of our longer term strategy to come off Universal Housing. 3. You've outlined GDS Service Assessments as an essential requirement, rather than a nice to have.Is this something that you anticipate taking the Repair Hub through? Yes