Awarded to Made Tech Ltd

Start date: Thursday 14 March 2019
Value: £55,400
Company size: SME
London Borough of Hackney

Discovery phase to enable Leaseholders and Tenants to book Gas Servicing online copy

11 Incomplete applications

10 SME, 1 large

9 Completed applications

9 SME, 0 large

Important dates

Tuesday 15 January 2019
Deadline for asking questions
Tuesday 22 January 2019 at 11:59pm GMT
Closing date for applications
Tuesday 29 January 2019 at 11:59pm GMT


Summary of the work
A discovery phase to enable Leaseholders and Tenants to book Gas Servicing online.
Latest start date
Friday 15 February 2019
Expected contract length
Organisation the work is for
London Borough of Hackney
Budget range
£50,000 - £60,000

About the work

Why the work is being done
The Council manages mixed tenure blocks and estates comprising tenanted, leasehold and freehold properties and is legally required to ensure that all tenanted properties have up-to-date gas safety certificates. Homeowners are responsible for ensuring the gas safety of their own properties, however the Council cannot be sure that homeowners are having annual gas safety checks. This situation presents a risk to all residents irrespective of property tenure, which, post-Grenfell, cannot be ignored. Tenants gas servicing is carried out by the council and we now want to extend this service to Leaseholders.
Problem to be solved
We need an online solution that will enable tenants and leaseholders to book an appointment with a Council (DLO) gas engineer. We want to explore if:

We can facilitate a payment for the service where applicable
Schedule the booked appointment directly with the DLO
Notify the resident of booking and send reminder notifications via SMS/email.
Who the users are and what they need to do
- As a resident, I need to easily book a gas servicing appointment online so that I can do it at my convenience.
- As a Leasehold Officer, I need to have a record of the properties with up to date gas safety certificates, and be able to send them reminders when the next check is due.
- As a Resident Safety officer I need to increase the safety of residents, Council blocks and estates across the borough.
- As a DLO Scheduler, I need to know how many appointments have been booked so I can manage resources.
Early market engagement
Any work that’s already been done
No work to date has been undertaken. However, the DLO uses DRS for appointment scheduling, 1st Touch for mobile working for DLO staff and GOV.UK Pay and GOV.UK Notify for other services.
Existing team
1 x Delivery Manager
1 x Product Owner
1 x Applications Manager
Current phase

Work setup

Address where the work will take place
Initially at Hackney Council offices, 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 subject matter experts and ICT, building 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 knowledge of user needs for the service
  • Have experience of working to the GDS service design manual
  • Have experience designing services for a wide range of digital skills and confidence
  • Have developed a service to meet the Digital Service Standard (either local or central government)
  • Understand how to meet the needs of a diverse range of users
  • Work to user-centered, iterative, Agile principles
  • Consume from and present to Hackney’s emerging API layer
  • Experience of a similar project
  • Knowledge of Universal Housing
Nice-to-have skills and experience

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Clarity of the approach
  • How the approach or solution meets user needs
  • How they’ve identified risks and dependencies and offered approaches to manage them
  • Team structure, including skills, experiences and relevance of individuals
  • Understanding of user needs
  • Estimated time-frame for the work
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
  • Hackney Council is a diverse organisation and borough. How you would successfully work as a team with our organisation and other suppliers in a diverse environment.
Payment approach
Capped time and materials
Assessment methods
Written proposal
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Hi, Could you quantify what you're looking for when asking for 'Knowledge of Universal Housing'? Are you looking for suppliers to simply know what it is i.e. Yes or no response? Or something more detailed? Many thanks!
We are not looking for suppliers to know solely what Universal Housing is. We would need suppliers to have good enough knowledge that they can anticipate what can be delivered that is an improvement.
2. Some of the requirements are very specific, please let us know if you have any incumbents in place, and if so are you happy with them. Thanks
We're not sure what you mean by this so cannot respond adequately. The requirements are specific to ensure suppliers understand what are looking for,
3. Are you open to having most of the work done in a nearshore model? This would mean less time spent at your site.
As stated in the opportunity, we would expect suppliers to spend at least 3 days on site to engage with subject matter experts and ICT.
4. what's the expected date of delivery?
That is dependent on what is submitted by suppliers as part of any proposal, especially as this is a discovery phase.
5. Please clarify your requirements – "consume from and present to Hackney's emerging API layer"
We are platform agnostic. As long as you are able to consume/reuse our APIs and create additional APIs to be part of our API architecture or create endpoints in our existing ones . We follow open API standards for eg : Swagger and TDD. With regards to programming languages we currently have APIs written in .NET and Ruby on Rails. More details can be found in below links with regards to our development standards and APIs.

Our standards :
Our playbook :
6. Similarly: 'Experience of a similar project ' is hard to quantify. Since delivery is focused on execution using agile principles it seems unimportant at least at first glance?
We are not sure if this is a question or statement.
7. Can you please explain why: Universal basic housing and working with Hackney's emerging API layer are essential skills and experience?
We feel that these skill are important for successfully delivering this piece of work.