Repairs Online - Technical 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 the highest volumes. Following the completion of an Alpha we want to understand if the technical development and integration of a common service pattern for housing repairs is possible and what it would look like. Problem to Be Solved Based on the common service pattern defined in Alpha we want to: - understand the feasibility of developing a reusable product that can be adopted by the local government sector .This should be open source, scalable and accessible. - iterate/suggest iterations to the common service pattern and highlight boundaries to adoption such as repair type and localisation setup. - engage with leading suppliers of housing repairs systems to document and propose integration options - identify cost implications to integrate with leading housing technology suppliers in the local government sector. - investigate if scheduling should be a part of the final product. - consider how this will work for all types of repair, including rechargeable, communal and leaseholder Required outputs: - comprehensive market research report of incumbent housing repairs systems suppliers and the prospect of them adopting / allowing their customers to adopt the common service pattern and the costs involved - Options appraisal with plan for iteration and continued development to demonstrate how this will become a product 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/ Alpha report - details can be found https://docs.google.com/presentation/d/e/2PACX-1vTDq63r_4Kp3EzLdYInK8FJvROcUWedxVniygy6149PB5wkffLjw6fzaA9CwRbuavM2jveE4-VzLULE/pub?start=false&loop=false&delayms=3000 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 at Lincoln 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 You will be expected to conduct market research with suppliers, this may include remote or onsite at various locations. You will also be expected to engage with each partner authority - City of Lincoln Council, Southwark Council, Royal Borough of Greenwich and South Kesteven District Council. All associated expenses, including travel costs, should be included in your costs and will not be reimbursed separately. Working Arrangments We expect daily stand-ups in order and the use of digital tools such as Trello/Google Docs/Office 365/Miro . These tools should be accessible by all partner authorities without chargeable licence requirements. Security Clearance Additional T&Cs Skills & Experience Technical experience of development and integration options Iterative design experience using Agile that is accessible Experience of developing design patterns that can be re-used by organisations Proven track-record of user-centred design and Agile approaches Share their work freely and openly with the partner organisations and the wider community Nice to Haves Have experience of working to the GDS service design manual Have delivered a service that has been assessed against the Local Government Digital Service Standard or government service standard 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 Evidenced technical experience of accessible development and integration options 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 mistakes Take responsibility for their work Share knowledge and experience with other team members Work openly Payment Approach Capped time and materials Assessment Method Presentation Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers Budget range £45,000 (including expenses)