Review of the registration process

Tender description

Social Care Wales wants to commission a supplier to carry out a full systematic re-view of our registration principles and processes, from the initial application phase through to a full lifecycle of a registered person. This will identify opportunities to improve the effectiveness and transparency of our registration activity and in doing so ensuring that the process is as efficient, safe and value-for-money as it can be. As part of this review we want to focus on: - A review of the staffing and leadership structure, including the roles which support the functions – does it need to change to manage the future needs of the Register? - Our enquiries function, including how we can improve our digital support of-fering - The application process - The post-registration process, including: - Annual payments - Renewals - Change of details - Removals, including our case conference process - Maintaining the Public Facing Register – administrative registration tasks - The use of CARREG (our in-house CRM dynamics system) - The use of SCWonline, our public-facing portal. How can we improve it to make it as self-service and fit-for-purpose to our customers (focusing on ap-plicants, registered people and employers) We have detailed business processes which map out the processes above. We will also provide full access to the registration team, along with the CARREG system, where live examples can be provided. An overview of the role of the registration team is provided within these guidance videos. Outputs At the end of the review we are looking for: - an assessment of the current staffing structure within registration, along with a proposal for any changes. This should include an assessment of whether we have sufficient resources in place to manage the increase in the Register, and recommendations for change. - a review, followed by detailed proposals for improvement, of the key functions listed in the requirements section of this tender specification - an assessment of the enquiries function within the team, along with a proposal on how it can be improved, including the digital support offering - an assessment of how easy it is to apply to register. That should in-clude opportunities for improving our communication with applicants, regis-tered people and employers. This may include direct communication as well as indirect i.e. website. - an assessment of our operational use of CARREG, along with a pro-posal on how it can be changed to improve our efficiency - a full assessment of our post-registration functions, with options and recommendations on how they can be improved. This should be reviewed looking at internal and customer-facing perspectives This work should be carried with reference to the following resources: - The registration pages on our website - The Regulation and Inspection of Social Care Act (2016) (RISCA) - Code of Professional Practice for social care - Social Care Wales (Registration) Rules - Social Care Wales (Content of the Register) Rules - The registration operational policies Please see specification for more information