This opportunity is closed for applications

The deadline was Tuesday 17 May 2022
Brent Council

Provide an integrated reporting platform for street based issues and domestic waste

16 Incomplete applications

15 SME, 1 large

4 Completed applications

4 SME, 0 large

Important dates

Published
Tuesday 3 May 2022
Deadline for asking questions
Tuesday 10 May 2022 at 11:59pm GMT
Closing date for applications
Tuesday 17 May 2022 at 11:59pm GMT

Overview

Off-payroll (IR35) determination
Contracted out service: the off-payroll rules do not apply
Summary of the work
We want to have an integrated platform for reporting of street based issues and household waste which includes online self-service for members of the public, a single system for Contact Centre staff to use, and reporting tools and dashboards for front-line teams.
Latest start date
Sunday 29 May 2022
Expected contract length
2 Years
Location
South East England
Organisation the work is for
Brent Council
Budget range
The maximum spend under the contract will be £255,000 - managed through milestones for initiation and set-up, and then annual payments.

There is a minimum spend of £225,000

About the work

Why the work is being done
The Council has identified the need to improve the way residents report issues, find information and request services related to environmental issues and household waste.

We need to free up capacity in our Contact Centre for higher need customers by minimising the volumes of and time taken on more ‘transactional’ calls.

We need to have better quality data so we can allocate our resources more efficiently and effectively.

The proposed solution must contain the following outcomes as a minimum:

• Provision of a Brent branded map based website for reporting street based issues
Asset layers configured
Duplicate report detection and prevention

• Provision of a Brent branded website for domestic waste issue reporting, information queries and service requests

• Provision of Contact Centre module covering street based issues and domestic waste

• Provision of reporting functionality
Dashboards
Live heat maps
Record export in Excel/CSV

• Integrations with
Symology ‘Insight’ for highways related issues
Selected Interventions ‘Echo’ for street cleansing/environmental issues
Veolia Echo for domestic refuse collection/missed bins
Capita Pay360 for bulky goods and green garden waste payments
Azure Active Directory for customer single sign on from Brent My Account
GOV.UK Notify service for sending SMS
Problem to be solved
The current online experience for customers can be inconsistent and sometimes poor. Contact Centre staff are having to work in multiple line of business systems making it difficult for them to deliver excellent customer service. Front-line teams are wasting time and effort dealing with duplicate or misdirected reports. We need better quality customer data to enable us to evaluate contractor performance and understand demand.

We want to have a platform that is modern, open, flexible and extensible. It must be accessible and consistent with the GDS Technology Code of Practice.
Who the users are and what they need to do
The integrated platform will need to meet a wide range of user needs for residents, Councillors, Contact Centre staff, back-office teams and contractors. Some indicative high level user needs are:

As a resident/business/visitor, I need to report an issue (for example flytipping, potholes, missed bins), check information (for example bin collection days, who is responsible for maintaining a road), or request a service (for example bulky waste collections, garden waste collections), so that I can meet my needs.

As a Contact Centre agent, I need to quickly and accurately find customer records, report issues and request services, so that I can serve customers.

As a Contract Manager, I need to be able to view well presented data on customer reports so I can evaluate the performance of our contractors.

As a Neighbourhood Manager, I need to be able to view well presented data about issues in my area so I can allocate my time appropriately.

As a council Contractor, I need to receive high quality reports in my line of business system so I can effectively deliver front-line services.
Early market engagement
Any work that’s already been done
We have assessed whether or not we can achieve the outcomes wanted by building a system in house on existing platforms and concluded it would not be cost effective. We are therefore looking for a Commercial Off the Shelf (COTS) solution that could be tailored to our needs.
We have scoped the integrations required with our existing systems.
We have scoped the end-to-end customer journey including the Brent My Account.
Existing team
Web and Digital Transformation Teams
Transformation Programme Manager (Environmental Services)
Current phase
Not started

Work setup

Address where the work will take place
Wembley, London Borough of Brent & Remote.
Working arrangements
We expect most of the work and meetings / agile ceremonies to be conducted remotely via MS Teams, however some on-site days will be required for workshopping, testing and early life support.
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
  • Provide an agile multi disciplinary team
  • Have experience designing high volume digital services that meet a wide range of user needs
  • Have knowledge of the user needs of local government service users
  • Have deep and demonstrable understanding of the data and processes involved in delivering the in-scope services
  • Deliver in line with the Government service standard and technology code of practice
  • Have the ability to work with internal IT teams to arrange hosting and integration with existing services
  • Provide services that meet accessibility legislation and best practice
  • Have successfully delivered reporting solutions for councils, covering both street based issues and domestic waste
  • Have successfully integrated the platform with Selected Intervention’s ‘Echo’ system, and Symology’s ‘Insight’ system
  • Have managed the rollout of a map-based reporting for street issues including the use of multiple asset layers
  • Have successfully integrated with services using Microsoft Azure B2C
  • Have the ability to bring other services onto the platform when the Council is ready to do so
Nice-to-have skills and experience
  • Have successfully integrated the platform with other environmental line of business systems such as Bartec ‘Collective’; Whitespace ‘Municipal Waste’; Brightly ‘Confirm’; Yotta ‘Alloy’; RA Information System ‘Ezytreev’
  • Have successfully integrated the platform with Microsoft Dynamics365; Microsoft Power Platform
  • Have successfully integrated the platform with other public sector organisations responsible for maintenance such as TfL

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
3
Proposal criteria
  • Technical solution
  • Value for money
  • Approach and methodology
  • How the solution meets user needs
  • Evidence of track record of successful delivery
  • Team structure
  • Social Value commitment
Cultural fit criteria
  • Work as a team with colleagues from across Brent and with existing suppliers of line of business systems
  • Be transparent and collaborative when making decisions
  • Take responsibility for the work
  • Work with stakeholders with low technical expertise
  • Understand local government and environmental services role within it
Payment approach
Fixed price
Additional assessment methods
Evaluation weighting

Technical competence

70%

Cultural fit

10%

Price

20%

Questions asked by suppliers

No questions have been answered yet