This opportunity is closed for applications

The deadline was Friday 16 June 2017
Hackney Council

Improve digital services for requesting repairs and reporting anti social behaviour

12 Incomplete applications

8 SME, 4 large

7 Completed applications

5 SME, 2 large

Important dates

Friday 2 June 2017
Deadline for asking questions
Friday 9 June 2017 at 11:59pm GMT
Closing date for applications
Friday 16 June 2017 at 11:59pm GMT


Summary of the work
A ‘fix my home’ digital service for Hackney residents so good that people prefer to use it.
Latest start date
Monday 10 July 2017
Expected contract length
Organisation the work is for
Hackney Council
Budget range

About the work

Why the work is being done
The Council offers an existing service enabling tenants and leaseholders to request a repair. It wants to improve the service in order to encourage take-up and reduce the costs of failure demand.
Problem to be solved
The existing digital offer for logging repairs has seen limited uptake, little regular use from those that have signed up for it and runs in parallel to the repairs system used by staff.
1) Create a digital channel that residents want to use.
2) Reduce overall volume of calls to contact centre.
3) Halve proportion of calls to contact centre related to existing service requests.
4) Consolidate repairs reporting for staff and residents onto single platform.
There is no current digital channel for reporting incidents of anti-social behaviour, with reporting options scattered across multiple locations / agencies.
Who the users are and what they need to do
As a resident, I need to request repairs so that I can maintain my home.
As a resident, I need to report anti-social behaviour to ensure my estate is a pleasant place to live.
As a resident, I need to be kept informed of progress so that I do not need to call the contact centre.
As a staff member, I need to manage problems involving multiple work orders so that we can solve complex issues quickly.
As an Estate Officer, I need to be able to work with other teams so that we can resolve anti-social behaviour.
Early market engagement
Any work that’s already been done
An initial discovery phase has been completed along with as-is and to-be user journey mapping, with a number of ideas generated that could be prototyped. Further to this, a number of internal reviews of the repairs service have been conducted over the last 18 months that have identified potential improvements. It is likely that a successful online service is dependent on at least some of these issues being resolved.
Existing team
1 Service Manager, responsible for overall development of digital offer within the Housing Service.
1 Project Manager within the Housing Service, responsible for delivering improvements to working practices within the Repairs Service.
Separate team working to build "Manage my Account" service for Housing tenants and leaseholders.
Current phase

Work setup

Address where the work will take place
Hackney Service Centre, 1 Hillman Street, E8 1DY
Working arrangements
We would prefer a team onsite for 3 days a week, most weeks in order to engage with ICT and Repairs Service colleagues and build broader engagement with the style of working (eg 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
  • Be able to pass a Local Government Digital Service Standard assessment
  • Have experience working with social housing providers
  • Have experience working with Civica’s Universal Housing product
  • Combine user research, service design and developer expertise
  • Work to user-centered, iterative, Agile principles
  • Have experience designing services for a wide range of digital skills and confidence
  • Support an efficient way of authenticating Hackney residents (eg through the council’s existing master data solution)
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)
  • Be familiar with working on a ‘low-code’ platform
  • Have experience of working with Dynamics 365

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Quality of the technical solution
  • Clarity of approach
  • How the approach or solution meets user needs
  • Estimated timeframes for the work
  • How they’ve identified risks and dependencies and offered approaches to manage them
  • Team structure, including skills, experiences and relevance of individuals
  • Experience of the method of working from previous projects
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

1. Q&A Session Details
Q&A will be via video conference on Friday 9th June 2017 at 15:30, link:

a) Context; take-up of our current service, current customer journey
b) Introduction to Citizen's Index and Capita Connect
c) Introduction to Outsystems
d) Q&A
2. Can you confirm if you are looking for service design and transition resource, or for technical developers?
We would be looking for both. With regards to service design / transition, at a high level some of the general principles would be set by the wider service review taking place, but this engagement would require the chosen supplier to conduct research with the various teams involved and work with them to define the new end-to-end process.
3. There seems to be a set list of platforms that are classed as 'low code', is there a particular platform you would look to use?
Development would take place on the Outsystems ( low code platform.
4. Can you confirm if there is a specific requirement for the solution to be either a) developed from the ground up or b) delivered through an 'off-the-shelf' product?
We have a solution in place currently built on an off-the-shelf product from Capita that we would like to improve. Since releasing the solution last year however we have started working with Dynamics 365 and the Outsystems low-code platform and it is likely that the optimal solution would use these to extend the capabilities of the Capita product. There may also be UI elements created for other work being done for our online services that could be reused.
5. Can you confirm the length of contract that the specified budget is based upon?
We envisage that the project would take six months, but the budget it based on delivery of product rather than contract duration.
6. Can you confirm that you are looking for support across the whole of the GDS Alpha phase, including the commissioned team to take full responsibility for building prototypes for your service and testing prototypes with users?
Yes, that is correct. Some end user research has been conducted and some ideas for prototyping generated that may be useful. We also have a list of residents that have indicated that they would be interested in working with us to help develop online services.