Start date: Monday 11 April 2022
Value: £30,800
Company size: SME
Lewisham Council

External partner for Lewisham Council’s Resident Experience programme (Lot 2)

5 Incomplete applications

3 SME, 2 large

5 Completed applications

5 SME, 0 large

Important dates

Wednesday 2 February 2022
Deadline for asking questions
Wednesday 9 February 2022 at 11:59pm GMT
Closing date for applications
Wednesday 16 February 2022 at 11:59pm GMT


Off-payroll (IR35) determination
Supply of resource: the off-payroll rules will apply to any workers engaged through a qualifying intermediary, such as their own limited company
Summary of the work
We are seeking an external partner for up to six months to support us with the discovery and design phases of our organisation-wide Resident Experience programme. The successful supplier for Lot 2 will provide strategic advice, guidance and challenge across the programme, plus additional programme and stakeholder management capacity.
Latest start date
Monday 21 March 2022
Expected contract length
Up to six months
Organisation the work is for
Lewisham Council
Budget range
£80,000 to £100,000 (split between Lots 1 and 2)

About the work

Why the work is being done
Improving resident experience is one of Lewisham Council’s key strategic priorities. Our Chief Executive is the sponsor of the Resident Experience programme, which is an organisation-wide initiative for driving transformation and culture change, user-focused service design and digital innovation across all services.

The ultimate aim of the programme is to improve outcomes and advance equality for all Lewisham residents by understanding their needs, listening to and learning from their experiences (both directly and through insights from our members and frontline staff) and focusing on what matters most to them.
Problem to be solved
Our objectives for the discovery and design phases of the programme are to:

- Understand our current position in relation to resident experience and identify opportunities for improvement (including optimising access channels, end-to-end resident journeys and delivery models)
- Develop the organisational capacity, capability and tools for change
- Define our future vision for resident experience and set out what we need to do collectively to achieve it

These objectives will be delivered through four core workstreams (WS1: Current State, WS2: Programme Enablers, WS3: Future State and WS4: Programme Management), with a series of work packages sitting beneath them.

Lot 2 covers WS3 and WS4. The external partner will be required to provide the Deputy SRO, Programme Manager and Strategic Leads with programme-level advice, support and challenge, particularly around the development of a detailed business case for the delivery phase. They will also need to provide additional programme management capacity and support the Programme Manager with stakeholder engagement and communication activity.
Who the users are and what they need to do
We have developed a clear set of definitions to guide our work:

- Residents are people we serve as a Council, whether they live, work, learn in or visit the borough
- An interaction is the way that residents engage with the services we provide, from access to outcome
- A service is a set of processes and activities undertaken by the Council to deliver an outcome
- Resident experience is the sum of all the different interactions that a resident has with the Council and, most importantly, their perception of those interactions

These definitions will be tested and further refined during the discovery and design phases of the programme.
Early market engagement
Any work that’s already been done
Work to develop the programme has been led jointly by key service areas (IT & Digital; Insight, Transformation & Organisational Development; Corporate Customer Relations and Programme Management Office). Engagement with members and senior officers between May and November 2021 generated a significant amount of feedback, which was critical in shaping the focus of the discovery and design phases. A detailed approach for the delivery of these phases was agreed by the Chief Executive in December 2021.
Existing team
Governance arrangements are in place, with the SRO (Chief Executive), Deputy SRO (Director of Planning), Strategic Leads (IT & Digital, Insight, Transformation & Organisational Development, Corporate Customer Relations and the Programme Management Office) and Programme Manager all appointed. Additional internal resources (equivalent to 2 FTE) have also been identified. The external partner will be expected to work collaboratively with these resources as part of a multi-disciplinary programme delivery team.
Current phase

Work setup

Address where the work will take place
Remotely and from our main Council office (Laurence House, 1 Catford Road, London, SE6 4RU).
Working arrangements
Some flexible and/or in-person working may be required (e.g. to conduct effective user research or engagement with members and residents), but most activity will take place remotely within standard hours. Microsoft Teams should be used as the preferred communication tool.
Security clearance

Additional information

Additional terms and conditions
There are two Lots available for this opportunity (external partner for Lewisham Council’s Resident Experience programme). Suppliers can choose to bid for Lot 1 only, Lot 2 only or both Lots 1 and 2.

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
  • Demonstrable understanding of the local authority context in which the work will be delivered (i.e. relationship between the Council, residents and the wider community; political environment)
  • Recent experience (i.e. within previous twelve months) and proven track record of achievement in undertaking relevant work at a similar scale
  • Demonstrable application of the core capabilities required (including business analysis, project and programme management)
  • Specific experience of agile delivery, including within an overall hybrid project and programme methodology
  • Evidence of previous successful handover of work and delivery of assets to clients
Nice-to-have skills and experience
  • Experience of business case development and/or stakeholder engagement
  • Experience of supporting sustainable culture change and new ways of working

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • Approach and methodology for meeting the specified requirements
  • Proposed team structure, including skills/experience/accreditations of team members and how individuals will work together
  • Opportunities for and approach to knowledge transfer and upskilling of Lewisham Council staff, including both programme delivery team members and wider service areas
  • Ability to deliver within the required timescales, mobilise the team quickly and scale up and down resources as needed
Cultural fit criteria
  • Ability to lead and work collaboratively with internal resources as part of a multi-disciplinary programme delivery team
  • Ability to engage effectively with the wider programme team and stakeholders across the organisation
  • Outcome focused, with an ability to work at pace
  • Strong commitment to the principles of diversity, equity and inclusion
Payment approach
Fixed price
Additional assessment methods
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

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