A team to recover our single view application and integrate with CRM-like capabilities

Tender description

Summary of the work Work to recover a single view tool and develop CRM-like capabilities to enable us to achieve better outcomes, more efficiently for residents with more complex needs. Expected Contract Length 9 months Latest start date Tuesday 4 January 2022 Budget Range This procurement is to the total value of £400,000 excluding VAT and budget will be managed through Statements of Work for shorter periods (eg of £80,000 each). It is not expected that the operational costs of the tool will be significant. Why the Work is Being Done It’s critically important that residents trust the Council; in protecting their data, actioning requests efficiently and avoiding repetition and duplication. We know that having a secure, accurate single view of a resident can help us achieve better outcomes. Local authority data is typically managed in line of business applications. CRM projects typically create an alternative version of the truth where conflicting datasets are hard to match or reconcile. We found Single View to be a low-cost, efficient tool to realise tangible benefits in the time it took to support residents. We prefer tools designed around user needs and know that tools are often simplest and easiest to use when they perform one task well. Problem to Be Solved Prior to the cyberattack Hackney had developed a single view application to view a resident’s records across its largest business applications. Single View reduced the time it took for an officer to support a resident by providing information in one place. Those applications have been recovered but are provided differently (eg via the public cloud) so the single view application needs to be re-architected for it to work. Through our COVID response we developed tools that support customer contact - particularly Better Conversations. We have also adopted Vonage as our telephony solution. Through this work we would like to explore how to use single view to deliver a more personalised, proactive service that makes it easier for our teams to support residents to get what they need. Who Are the Users We have identified a set of detailed user needs, provided in the documentation below. At a high level the needs are as follows: As a resident I want to tell the Council about my situation once so that I get access to the support I need. As a resident I want to understand what’s going to happen next, and when it will happen so that I have confidence I don’t need to chase my request. As a resident I only want someone to have access to the information they need to help me so that my privacy is protected. Early Market Engagement None Work Already Done An overview of work done to date is available on request: https://docs.google.com/document/d/12f4RG1_n2As57un2USVWZycVt-5BDf_wGjXt3UFm82M/edit Existing Team A product manager The customer experience team includes user researchers, service designers and data and insight analysts Solution architecture (advisory capacity) Data Protection Officer (advisory capacity) Current Phase Live Skills & Experience • Demonstrate an understanding of the user needs associated with more complex local government services • Demonstrate a track-record of user-centred design and Agile approaches to delivery • Experience of developing applications to meet a government Service Standard • Have experience of working with .NET core, Microservices principles,React, cloud platforms such as - AWS ( serverless framework - Lambda functions,Cloudfront,Cloudwatch,DMS,S3 etc) and Terraform • Have experience of developing ‘in the open’ - using tools such as Github • Experience of a project using Event Driven Architecture implementation using SQS and SNS • Have experience of designing to meet the public sector accessibility guidelines • Demonstrate how they have worked collaboratively in a multi-vendor environment • Have experience in C/CD tools such as CircleCI • Have experience with QA tools such as Cypress,JEST for unit testing, Gherkin framework. Nice to Haves • Demonstrate an understanding of Hackney’s approach to technology and data • Demonstrate how they provide opportunities for apprentices Work Location Remotely, and in Hackney Council offices in Mare Street, E8 where face to face contact is required Working Arrangments This work can be done remotely but will require fortnightly reporting (eg via show & tells) to involve key stakeholders and regular engagement with practitioners through video conferences. We will provide access to key systems to project team members where required. No. of Suppliers to Evaluate 5 Proposal Criteria • Understanding of the brief • 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 • Blended day rates of the team Cultural Fit Criteria • Work as a team with our organisation and other suppliers • Be transparent and collaborative when making decisions • Share knowledge and experience with team members and the wider service • Hackney Council is a diverse organisation, reflecting the diversity of our borough. Describe how you would successfully work as a team with Hackney and other suppliers in a diverse environment. Payment Approach Time and materials Assessment Method Presentation Evaluation Weighting Technical competence 60% Cultural fit 5% Price 35% Questions from Suppliers No questions have been answered yet.