Awarded to Inquire Works

Start date: Monday 18 February 2019
Value: £43,200
Company size: SME
Ministry of Housing, Communities and Local Government (MHCLG)

Discovery into how StreetLink service (rough-sleeping referral) is used

9 Incomplete applications

8 SME, 1 large

18 Completed applications

16 SME, 2 large

Important dates

Thursday 20 December 2018
Deadline for asking questions
Thursday 27 December 2018 at 11:59pm GMT
Closing date for applications
Thursday 3 January 2019 at 11:59pm GMT


Summary of the work
The StreetLink service allows users to connect people sleeping rough to services (such as those run by local authorities). We want to run a discovery to find opportunities for improving this service.
Latest start date
Monday 18 February 2019
Expected contract length
6 weeks, work must finish at the end of the financial year
Organisation the work is for
Ministry of Housing, Communities and Local Government (MHCLG)
Budget range
£40-60k exc VAT

About the work

Why the work is being done
In MHCLG's Rough Sleeping Strategy, we committed to improve the StreetLink service.
Problem to be solved
People sleeping rough need to be connected to local services

Members of the public (including charities, etc) want to be able to refer people sleeping rough to local services to support them
Who the users are and what they need to do
As a person sleeping rough
I want to understand what services are available in my location,
So that I can find some support

As a member of the public
I want to help a person sleeping rough
So that they get support
Any work that’s already been done
The service has been live since 2012. It was moved to the Salesforce platform in 2017. There was some stakeholder focus groups run at this time.

Please also see the Crisis report above.
Existing team
StreetLink is run by HomelessLink and St Mungos. They have a Product Lead and the application is supported by Salesforce who can be engaged to make changes.

In MHCLG, we will have a policy lead (product owner) and subject-matter experts.
Current phase

Work setup

Address where the work will take place
We expect the successful supplier to work regularly with MHCLG in 2 Marsham Street, London - and StreetLink who are based in Aldgate, London. The supplier may work 1-2 days off site.

MHCLG will not fund travel within London, but will fund necessary travel outside of London.
Working arrangements
As above - we would prefer the team to be co-located in 2 Marsham Street and Aldgate, but expect travel for user research and other activities. The supplier may work remotely 1-2 days a week.
Security clearance
CTC or above is desirable for suppliers as staff won’t need escorting on site. There is no requirement for supplier personnel to be security cleared. BPSS clearance will be required to access MHCLG's ICT systems.

Please make it clear whether staff have CTC security clearance or not when submitting responses.

Additional information

Additional terms and conditions
Having considered our timelines, over the Christmas period, we are pleased to agree to a short extension to our timeline. This is shown below:

Launch: 20th December
Stage 1 evaluations can be extended to Monday 7th January by 23:59 sending responses to Buyer's email address: using excel to confirm word count.

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 conducting user research on a live service
  • Have experience of conducting business analysis on a live service
  • Have experience of running discoveries that meet the Digital Service Standard
  • Have experience of conducting research with vulnerable people
  • Have experience of recruiting users for research, including vulnerable users or users with low digital confidence
Nice-to-have skills and experience

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Understanding of user needs
  • Technical solution
  • Approach and methodology
  • Value for money
  • Estimated timeframes for the work
Cultural fit criteria
  • Be transparent and collaborative when making decisions
  • Challenge the status quo
  • Care deeply about users
  • Share knowledge and experience with other organisations
Payment approach
Capped time and materials
Assessment methods
Written proposal
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Does the SRO for this opportunity have the capacity to attend/partake in agile ceremonies? e.g. show and tells, retrospectives etc.
Yes, we will be available to take part in agile ceremonies.
2. Can you please confirm who the people on your selection panel are and their individual roles and responsibilities?
Unfortunately, the evaluation panel has not yet been decided.
3. What do you see as the identified risks around the delivery of this work?
Not being able to engage all stakeholders adequately or recruit users in the timeframe.
4. Can you please provide details of how much of your teams time is assigned to this project and whether they will be ready to start on the expected start date?
We will have 1 full-time policy lead assigned to the project. Time will also be scheduled with subject-matter experts and StreetLink management and operational teams.

We will be ready to start on the expected date, if not before.