Awarded to Made Tech Ltd

Start date: Monday 10 May 2021
Value: £40,000
Company size: SME
Hackney Council

Developing Hackney Council's Here To Help Approach

6 Incomplete applications

5 SME, 1 large

8 Completed applications

8 SME, 0 large

Important dates

Thursday 1 April 2021
Deadline for asking questions
Thursday 8 April 2021 at 11:59pm GMT
Closing date for applications
Thursday 15 April 2021 at 11:59pm GMT


Off-payroll (IR35) determination
Summary of the work
To effectively iterate Hackney Council’s existing Here To Help case management system and the Better Conversations product to meet user needs and improve the services.

In the initial phase, we will be improving Better Conversations' search functionality and integrating the product with Here to Help.
Latest start date
Monday 10 May 2021
Expected contract length
24 months
Organisation the work is for
Hackney Council
Budget range
The procurement is up to a total value of £400,000 over the period of 2021/22 and 2022/23. The initial phase of work is expected to be around £40,000. Further work will be agreed in phases. We cannot guarantee investing this amount.

About the work

Why the work is being done
The Council is developing the Better Conversations tool to support resident-facing professionals help vulnerable residents and prevent them from reaching crisis.

The vision for this product is for it to be used by Council, health and voluntary sector professionals. We want professionals to feel empowered to have quality conversations with residents and support them to access the services they need. This is what we mean by the Here To Help approach.

We have developed this product over two phases of work and have added key features to support professionals to help residents access the services they need.

Better Conversations has been developed alongside the Here to Help product which is the case management system for services relating to the Council's Covid-19 response. Some work in this brief will involve developing both products. However, our initial focus is on Better Conversations.

Better Conversations also supports local strategic goals towards greater integrated working between health, council and voluntary sectors as well supporting efforts to take a preventative approach to supporting residents.

This procurement is designed to expand the development capacity needed to implement our latest user-tested designs and continually improve the product over several phases.
Problem to be solved
The vulnerability experienced by many of our communities is being exacerbated by the pandemic. To support our residents effectively we need all services to work on a model which is: preventative, strengths-based and in partnership with partner organisations.

We know from research with staff that they struggle to work in this way due to:
Lack of easy access to information on the full range of council, health and voluntary sector services which are available

Challenges making good quality referrals and following up on these

Confidence talking to residents outside of their own areas of expertise

Better Conversations has been developed alongside the Here to Help case management system to address these problems; and we have a live version being used by teams currently. However there are user needs emerging which will shape the first phase of build under this brief.

The immediate issue to solve is the search functionality on the tool. We plan to develop our tested designs into the tool and validate these designs with users and iterate where necessary.

A successful project will mean that we have more users confident in using the tool, driving up the number of residents who are accessing services.
Who the users are and what they need to do
As a frontline staff member I need to:
access information about services available on a variety of needs so that I can support residents

access guidance around how to have quality conversations with residents on a wide range of issues so that I can support residents’ wider needs

easily share quality information with residents about our conversation so that the resident can access the services they need

easily make referrals to services in the borough so that residents receive the right support that they need

The users are a wide range of resident-facing professionals in public and third sector organisations in the London Borough of Hackney. They need to be able to quickly access information on topics and services to give residents the best possible support.

A specific type of user in this phase will involve users on the Council’s coronavirus helpline. These users need to be able to have a seamless journey between their own Here To Help case management system and the Better Conversations product.

Individual user needs will be detailed at the start of the phase of work, in collaboration with the agency.
Early market engagement
Any work that’s already been done
Our recent show & tell can be seen here - Project update #4 -

A show and tell on Here To Help's development can be found here -

Github documentation on Here To Help tool -

Github documentation on Better Conversations tool -

Outputs from current discovery process with LOTI and LB Newham:
Existing team
We will operate a blended team from HackIT and the successful bidder. From Hackney we have the following roles to support this work: delivery manager, user researcher, service designer. We will have wider support from project stakeholders including information management; security; data & insights to support the project’s work.
Current phase

Work setup

Address where the work will take place
Remote working initially. If we return to working in the office it will be at:

Hackney Council
1 Hillman Street
E8 1DY
Working arrangements
This work can be done remotely but will require attending and contributing to team meetings and fortnightly reporting (eg via show & tells) to involve key stakeholders. We will provide access to key systems to project team members where required.
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
  • Demonstrate a track-record of user-centred design and Agile approaches to delivery
  • Experience of developing applications to meet a Government Service Standard. We require the project team to participate in a Service Assessment as well
  • Experience of working collaboratively with an in-house team, building skills and capabilities to support a smooth handover
  • Have experience of working with .NET core, Docker, AWS and Terraform
  • Have experience of developing ‘in the open’ - using tools such as Github
  • Have experience of designing and developing minimum viable solutions
  • Have experience of designing to meet the public sector accessibility guidelines
Nice-to-have skills and experience
  • Demonstrate an understanding of Hackney’s approach to technology and data
  • Demonstrate how they provide opportunities for and upskill apprentices

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • Understanding of the brief
  • Clarity of the approach and how it meets user needs
  • 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
Additional assessment methods
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

No questions have been answered yet