RM1043.8-1-GREATER MANCHESTER COMBINED AUTHORITY Victims Gateway – single digital platform with portal to track victims' journeys and allow self-referrals, and a victims services website.

Tender description

About adding context and requirements test Pre-market engagement N/A Work done so far A Discovery exercise was undertaken in July – September 2020, to explore the digitisation of victims services. This Discovery revealed the user requirements for a technically feasible solution for a digitised victims services referral process, introducing a single platform of services, providing victims with access to their own records and management of their own service engagement activity. The ability for victims to view their records and inform the worker when their contact details have changed or directly access services through a self-serve online option, would significantly reduce the time workers spend trying to contact victims and providing low-level information to victims who do not require ongoing support. It would also provide workers with more efficient tools to gain a greater understanding of the victims they are working with. This would reduce the feeling described by victims in the Discovery Problem Statement: “I was never sure who was contacting me, various people called and asked me questions”. This procurement exercise for a digital supplier is the next stage of this project and follows on from the discovery activities. Which phase the project is in Alpha Existing team Kieran Smith, Head of Digital Transformation, GMCA; Vicci Jarman, Digital Transformation Project Manager (PM for the project), GMCA; Luke Smith, Head of Enterprise Architecture, GMCA; Alison Connelly, Offenders and Criminal Justice Principal (SRO for the project), GMCA; Matt Berry and Oliver Collins, Senior Policy/Partnership Officers - Police Fire and Criminal Justice (SME's), GMCA; David Kynaston and Laura Walsh, Information Governance Leads, GMCA (SME's); Shabnam Kauser, Senior Engagement & Insights Manager, GMCA (SME); Katie Gee, Senior Comms Mgr, GMCA (SME); Michael Roberts, Comms Mgr, We are Survivors (SME); Representative from Greater Manchester Victims Service (GMVS) (SME); Kathy Stacey, Head of Greater Manchester Police (GMP) Strategic Communications, GMP (GMP key contact). Address where the work will be done It is assumed that there will be a hybrid approach to the project, using both virtual and face-to-face methods and tools. Should there be a need for the successful supplier to attend the GMCA's office location, the address is Greater Manchester Combined Authority, Tootal, 56 Oxford St, Manchester M1 6EU. There may be a requirement to attend other locations in Manchester. Working arrangements The supplier staff will keep GMCA team hours in order to maximise knowledge transfer, integrate with team development processes and attend required meetings. Core hours of 10-4pm (working remotely). Provide more information about your security requirements: Baseline Personnel Security Standard (BPSS) Latest start date 2023-11-28 Enter the expected contract length: 2 years Extension period: 1 year Write the term or acronym: GMVS Write the term or acronym: CMS Write the term or acronym: GM Write the term or acronym: GMP Write the term or acronym: MoJ Write the term or acronym: GMCA Explain the term or acronym: Greater Manchester Victims Service Explain the term or acronym: Case Management System Explain the term or acronym: Greater Manchester Explain the term or acronym: Greater Manchester Police Explain the term or acronym: Ministry of Justice Explain the term or acronym: Greater Manchester Combined Authority Are you prepared to show your budget details?: Yes Indicative maximum: 260000 Confirm if you require a contracted out service or supply of resource Contracted out service: the off-payroll rules do not apply Summary of work The projects ambition is to develop a digital solution that transforms the way victims' and survivors' access, engage, and interact with victims services across Greater Manchester, through the development of a digital solution that reflects the victims’ journey and enables better use of data to inform decision-making. This digital solution will put the needs of victims front and centre, allowing them to track and manage their own service journey, as well as access services at a time convenient to them, with the flexibility to engage and re-engage over time as their needs change. The contract will also include an opportunity to manage the service for the Victims Gateway. Where the supplied staff will work North West England Where the supplied staff will work No specific location (for example they can work remotely) Who the organisation using the products or services is Greater Manchester Combined Authority, Greater Manchester Victims Service, Citizens of Greater Manchester. Why the work is being done As part of the Justice Devolution agreement with the Ministry of Justice (MoJ), the previous Deputy Mayor of Greater Manchester (GM), investigated options to improve the flow of data for victims of crime. The Strategic Review of Victims Services involved research, multi-agency workshops and a user-centric full system review of victims services. The review culminated in a report to the Deputy Mayor and a new vision for a victims services redesign. In 2022, the Standing Together 2022-2025 partnership plan was published, about making GM safer for everyone. This was endorsed by the Mayor, Deputy Mayor, and Chief Constable in GM, with one of its priorities to ‘keep people safe and support victims’ by ‘improving services to victims’. There is currently a victims services website, but this is out of date and no longer fit for purpose (https://www.gmvictims.org.uk/). This will be decommissioned with the successful delivery of the Victims Gateway project. The business problem you need to solve A user friendly and easy to navigate digital solution that meets all accessibility requirements, it will need to: 1) host a responsive Directory of Services (website) for victims of crime, to access services related to them and where they live. 2) allow victims to create an account, set preferences for being contacted, complete a self-assessment form (so they are only having to tell their story once) and complete a self-referral form for appropriate support. The digital solution will need to integrate with the case management system (CMS) of the Greater Manchester Victims Service (GMVS). 3) allow victims and survivors to track and manage their own service journey, as well as access services at a time convenient to them, with the flexibility to engage and re-engage over time as their needs change. The project will have a number of phased Go Lives, starting with the Directory of Services (website), with all work being done collaboratively with the successful supplier, GMVS, and people from across GM with lived experience. The digital solution needs to be interoperable with other systems to allow for further development e.g. integration with the Greater Manchester Police’s internal digital system, and be able to integrate with the CMS’s of different GMVS's. First user type: Nicola (Victim's friend) First user type: Grace (Victim) First user type: Bob (feedback from Victim's perspective) First user type: Thomas (Case worker - Victims Service) First user type: Sarah (Manager - Victims Service) First user type: Siobhan (Case Worker - Victims Service) Enter more details about this user type: Bio: Has been supporting a friend who was the victim of a crime, but didn't report it to the police. Is quite computer savvy and has helped friend access resources online. Nicola wants to share her feedback on her wants and frustrations if she were reporting for herself. I want: - to be able to access information at any time and on any device. - the information to be relevant to me and my needs. - short, snappy videos to support and guide me through my journey. - to be able to record and save how I'm feeling at any time - this builds up a picture of my experiences that I can look back and reflect on. Frustrations: - I am colour blind and I often struggle with websites that aren't accessible. - Hard to navigate websites - I will likely give up and not bother to use it. - If I search for something and the information is so generic it's of no use to me. - Wordy and confusing 'How to/Help' guidance. Enter more details about this user type: Bio: When she reported a crime last year, she was referred to victims services by the police so has experience of what did and didn't help. I want to: - tell my personal experience just once! - be able to reach out for help when I am ready, no matter what time it is. - be able to view my own records and know what is happening with my case, at any time. - be clear on who I am engaging with and be able to access their contact details, as well as any appointments I have. - be able to feedback easily on the service I've received. Frustrations: - I was never sure who was contacting me, various people called and asked me questions. - Having to repeat myself, meant reliving what had happened to me. - Having to wait for opening hours when I wanted to reach out for help at any time. - Never knowing if any action was taken in response to my feedback. Enter more details about this user type: Bio: Dad of three who doesn't have any social media accounts, but through his kids has learnt how to do online shopping. Hasn't had contact with any victims services before. I want to: - be able to easily create an account. - be reassured that my information will be safe and only accessed by trusted professionals. - be in charge of information that is about me and choose who it is shared with. - be able to set and manage preferences for when and how I am contacted. Frustrations: - Websites that don't work as well on my phone or tablet. - Not knowing who has access to my personal information. - Missing calls and letters never arriving! Enter more details about this user type: Bio: Thomas has worked for many different charities and support services and is new to his current role. He gets lots of calls from frustrated victims who don't know who is supporting them and how to get hold of them. I want to: - be able to easily and quickly refer a victim to the appropriate support with all the relevant information e.g. assessment form. - be able to access the appointment schedules between victims and support services, so I can reschedule if needed. - be able to easily manage a victims case - whether transferring to a different service, closing it or updating it's status. - be able to update information on the case workers so victims always have access to accurate contact details. Frustrations: - Having to find and complete different assessment forms for each type of support service. - Having to manually update different systems when managing a victims case record. - Spending a lot of time answering queries as to who is now supporting a particular case and how to contact them. Enter more details about this user type: Bio: Sarah is the manager for her team. Throughout her career she has used various internal digital systems, in her opinion, some much better than others. I want: - the victim to be at the front and centre of anything that is developed. - to focus on the needs and wants of the individual and the impact of the crime, rather than the type of crime. - the victim to be able to easily feedback at any time on the quality of their service, so appropriate actions can be taken quickly. - the system to have secure log in access related to an individuals role. Frustrations: - Trawling through many records that turn out to be for the same person - duplication wastes time and effort. - Not having a consistent feedback process or knowing whether we've done our best to support the victim - feedback helps improvements to be made to service. - Dealing with possible breaches and having to take appropriate action when staff have shared log in details with each other. Enter more details about this user type: Bio: Works 1:1 with victims, supporting them through their journey. I want to: - be able to access the victims complete history in one place - provides a full picture of their history and needs. - know the best way and time to contact a victim - spend more time actually speaking to people, not ringing numbers that are never answered. - be able to access updates made by victim on how they're feeling, so I can take appropriate actions in a timely fashion. Frustrations: - Having to chase information from previous assessments - particularly if done by more than one support service. - Not being aware of live referrals for the victim - causes confusion for the victim if I start a new referral process. - Wasting time on just trying to confirm accurate contact details.