London Borough of Hackney

Extend MVP for Manage Arrears Product

3 Incomplete applications

2 SME, 1 large

4 Completed applications

3 SME, 1 large

Important dates

Thursday 18 July 2019
Deadline for asking questions
Thursday 25 July 2019 at 11:59pm GMT
Closing date for applications
Thursday 1 August 2019 at 11:59pm GMT


Summary of the work
Improve on a beta service for rent arrears caseworkers whilst rolling out functionality to other business teams who manage service charge arrears.
Latest start date
Tuesday 27 August 2019
Expected contract length
3-4 months
Organisation the work is for
London Borough of Hackney
Budget range
£225,000 - £250,000 + VAT

About the work

Why the work is being done
Manage-arrears (beta) is onboarding case workers from the rent and service charge arrears teams. The architecture of the service now needs to be extended to support multiple user groups. User role-based permissions, separate prioritisation algorithms and processes for automated communication, separate user and management views, viewing documents by case, as well as both automated and manual case assignments by patch are needed to improve the service.
Problem to be solved
Manage Arrears is part of the wider programme of work to replace Universal Housing and to create simple, intuitive services that people prefer to use. Hackney seeks to improve its coordination and efficiency in managing arrears across business areas with the aim of reducing overall arrears liability, maximising benefit from its social housing stock. The council want to help residents who owe to Hackney to maximise benefits, access support, and to manage their money.

The vision for Mange Arrears is to create simple services for residents and Caseworkers that are easy to use and improve arrears management and collection.
Who the users are and what they need to do
As a Caseworker, I need…

* to understand which cases are the highest priority;

*automation of low arrears cases thereby optimising my time;

* to be able to send ‘Letter Before Action’ letters via a template so time is saved allowing me to focus on higher priority cases;

* clear and accurate history of arrears actions enabling escalation of cases correctly and providing a consistent service to tenants.

*layout enhancements to the user interface so that I can diagnose case status quicker

*to log into the application and see a customised interface based on my role, team, permissions and patch
Early market engagement
Business Case: This link contains details of the full business case and further information for this phase of work.

Service Standard Assessments: Our service has undergone two prior service standard assessments during the early phases. The following links include the key findings and recommendations of each.
Beta Service Standard assessment (October 2018)
Beta Service Standard Assessment (June 2018)

Github: We also code openly and our coding repository can be found on Github.
Any work that’s already been done
Existing team
Head of Service (project sponsor)
Delivery Manager, with extensive knowledge of the Manage Arrears beta service
Business Analyst / Workflow Consultant, with extensive knowledge of existing arrears process and system, as well as the new beta service
Income Collection team leaders, responsible for managing the rent arrears process
Income Collection team leaders, responsible for managing the leasehold arrears process
Service Manager, responsible for quality and incident management on the live Beta service
Separate teams building a mobile working solution for Housing Officers, account management service for leaseholders and tenants, repairs booking system and an API platform team.
Current phase

Work setup

Address where the work will take place
Initially London Borough of Hackney offices
Working arrangements
The internal team will work with third-party developers and will be onsite at London borough of Hackney Offices 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).
Security clearance

Additional information

Additional terms and conditions

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Essential skills and experience
  • Have experience of working to the GDS service design manual
  • Have built a service that has passed a Government Digital Service standard assessment
  • Combine user research, service design and developer expertise
  • Ruby on Rails
  • Have experience designing services for a wide range of digital skills and confidence
  • Ability to support development of REST APIs to Hackney’s standards
  • Experience of developing design patterns that can be re-used for other services
  • Experience of using analytics and user research to prioritise a backlog of improvements
  • Experience integrating with Notify API
  • Experience of containerisation using Heroku / AWS
  • Experience using Github
Nice-to-have skills and experience
  • Be prepared to share risk and/or reward with the council if the service is attractive to other authorities
  • Provide opportunities for people seeking ways into work in Hackney (eg through an apprentice working on the project)
  • Experience of working with Dynamics 365
  • Have experience working with social housing providers
  • Have experience working with Civica’s Universal Housing product

How suppliers will be evaluated

How many suppliers to evaluate
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
Payment approach
Capped time and materials
Assessment methods
  • Written proposal
  • Case study
  • Reference
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

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