Awarded to Unboxed Consulting Ltd

Start date: Monday 17 September 2018
Value: £56,850
Company size: SME
Hackney Council

Developing our view of our citizens

14 Incomplete applications

9 SME, 5 large

12 Completed applications

10 SME, 2 large

Important dates

Monday 30 July 2018
Deadline for asking questions
Monday 6 August 2018 at 11:59pm GMT
Closing date for applications
Monday 13 August 2018 at 11:59pm GMT


Summary of the work
A discovery phase to understand how we best provide a single view of citizens.
Latest start date
Monday 17 September 2018
Expected contract length
Organisation the work is for
Hackney Council
Budget range
£50,000 - £60,000 excluding VAT

About the work

Why the work is being done
Since 2010, Hackney has had a Citizen Index data product which provides a unique identifier for each individual and supports some identity verification for online services.

This enables us to match records about a resident across individual line of business applications. Citizen Index enables us to develop better business intelligence and enables us to verify residents for some transactions.

Citizen Index was designed before Hackney could develop REST APIs, had multiple online services or GDPR regulations. The technology it runs on needs to be refreshed next year, providing an opportunity to ensure it meets user need.
Problem to be solved
Residents transact with multiple services across the organisation and for some of these they need to prove their identity. We want to make it easier for people to access services they are entitled to without having to provide the same information on multiple occasions. We also want to be confident that we know who our residents are, even where they are captured across multiple systems, and use this information to offer a great customer experience, to better understand demand for our services and to design improved interventions to support people earlier.
Who the users are and what they need to do
As a resident, I need to provide information about my circumstances only once so that I can access services easily
As a customer agent, I need access to accurate information about a resident’s circumstances so that I can deliver a great customer experience
As a digital developer I need secure, easy access to an API so that I can verify the user
As an anti-fraud officer I need Hackney to verify its residents so that everyone gets the services they’re entitled to
As a Data Analyst I need to match citizen records to provide robust business insights across different services
Early market engagement
Any work that’s already been done
The Master Data team have built and maintain the existing Citizen Index based on ClearCore’s InfoShare software which has data feeds from the council’s main systems and uses rules and transformations to match and create a single view of our customers. It operates as a live dynamic master index, supplying “golden” records for real-time authentication of online parking permit applications.
Existing team
3 Master Data Analysts, with support from a Data Analytics team and with the cooperation of a range of Council services.
Current phase
Not started

Work setup

Address where the work will take place
Hackney Service Centre, 1 Hillman Street, Hackney
Working arrangements
We would expect the supplier to be onsite for cross-Council work to establish user need, to work collaboratively to support the product owner and for sprint planning and show & 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
  • Experience of working to the Service Design Manual
  • Experience of developing the technical architecture for secure, scalable data platforms
  • Experience of developing minimum viable solutions
  • Experience of developing ‘in the open’ - using tools such as Github and Swagger
  • Ability to test findings with users
  • Ability to provide a multi-disciplinary team including research, design, development and data expertise
  • Demonstrable experience of supporting knowledge-transfer
  • Developing REST APIs to open standards
Nice-to-have skills and experience
  • Developed a service to meet the national, or local government digital service standard
  • Experience of master data management

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Understanding of user needs
  • Team structure and experience
  • Approach to the task
  • Identification of key risks and dependencies
  • Case study from a similar project
Cultural fit criteria
  • Experience delivering in an open, collaborate, agile way according to the principles outlined in the Government Service Design Manual
  • Demonstrate simplicity (e.g. do less but better, explaining complex issues in a clear, simple way, break down and prioritise complex issues)
  • 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. Work openly.
Payment approach
Capped time and materials
Assessment methods
Written proposal
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Can you confirm whether the technology refresh planned for next year could potentially include a change in the software used for the Citizen Index? Or, are you expecting to continue with the existing software and make improvements to it and/or make improvements in other areas of infrastructure, software and business process to meet your aims?
At this stage, all options are open and it’s important that this discovery enables us to clearly understand the user need for the Citizen Index and can make clear recommendations for what technology would best enable us to meet these. We are open to considering all outcomes including discontinuing the current approach to the Citizen Index if it no longer meets user need.
2. The Essential Skills & Experience indicate that there may be a requirement for a PoC or development work as part of Discovery. Is this the case or are you simply looking for a partner who has a strong technical capability?
Strong technical capability will be required from the successful partner to help us unpick the technical integrations of the current Citizen Index and to understand the potential for any future solution, to connect multiple data across a range of fragmented data sources. Whether the discovery develops to a PoC stage will be dependent on a better understanding of user need.