Awarded to The Dextrous Web (trading as dxw)

Start date: Wednesday 1 May 2019
Value: £106,500
Company size: SME
London Borough of Hackney Council

Develop a MVP for New Builds team to improve the management of defects in new build properties. copy

19 Incomplete applications

16 SME, 3 large

14 Completed applications

13 SME, 1 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
An online reporting & tracking tool that is accessible to all parties involved in the whole defects journey to improve the customer experience.
Latest start date
Monday 18 February 2019
Expected contract length
Organisation the work is for
London Borough of Hackney Council
Budget range
Up to £112,000 excluding VAT and expenses

About the work

Why the work is being done
The New Builds team use spreadsheets and emails to record/report defects in new builds. This process requires a lot of manual inputting and intervention resulting in duplication of effort. There's no single source of truth for data across the service meaning the team and contractors are looking at different pieces of data about the same subject matter. There is a mayoral commitment to build 3000 new build properties over the next 10 years. We want to explore how we can make the process more efficient to manage the user journey better and determine if the there is a scalable solution.
Problem to be solved
- Improve the way the New Build Team can undertake their work resulting in less duplication and better transparency.
- Have a single version of truth for data so that contracts can be managed effectively.
- Have better visibility of which contractor/subcontractor will be carrying out the defect repair and whether it has been completed.
- Have an overview of defect types to understand trends and patterns of products/components used in constructing new buildings.
- Residents to have the ability to report and see progress of defects online.
Who the users are and what they need to do
As a new builds officer/property manager I need to have visibility of the whole defects journey.

As a new builds officer/property manager I need to be able to monitor contractor performance

As a resident I need to be able to report my defect online, know who is dealing with it, how long it will take and be able to communicate with those responsible for carrying out the repair.

As a developing landlord I need to know how components installed are performing and pick up on any systematic problems so that changes can be introduced quickly to current and future schemes.
Early market engagement
Any work that’s already been done
A discovery piece has been undertaken by dxw and a prototype developed. Building a minimum viable product will enable testing and refining the product iteratively. There has been some development carried out in relation to repairs so there is an opportunity to reuse components.
Existing team
Head of Service (project sponsor)
Product Owner
Delivery Manager
Frontline staff as required
Current phase

Work setup

Address where the work will take place
Initially London Borough of Hackney offices
Working arrangements
We would prefer a team onsite for 3/4 days a week, most weeks in order to engage with subject matter experts and ICT thus 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
  • Experience of working to the service design manual
  • Have passed a government service standard assessment
  • Provide a multi-disciplinary team including user research, service design and development skills
  • Have experience designing services for a wide range of digital skills and confidence
  • Ability to support development of REST APIs to Hackney’s standards
  • Experience of developing design patterns that can be reused for other services
  • Agnostic of any existing software
  • Understanding of housing services
  • Experience of working with Universal Housing
Nice-to-have skills and experience

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Understanding of user needs
  • Quality of the technical solution
  • Clarity of approach
  • How they’ve identified risks and dependencies and offered approaches to manage them
  • Team structure, including skills, experiences and relevance of individuals
  • Experience from a similar project
  • Experience of the method of working from previous projects
  • 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, reflecting the diversity of our borough. How would you successfully work as a team with our organisation and suppliers in a diverse environment.
Payment approach
Capped time and materials
Assessment methods
  • Written proposal
  • Case study
  • Reference
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Could you please confirm if you mean Universal Housing or Universal Credit? We work with multiple Housing Associations and Local Authorities but have not heard the term.
We mean Universal Housing, which is an integrated housing management solution by Civica.
2. This opportunity appears to request a bespoke system. Have off the shelf building management packages (e.g. Building Link / Carson) been discounted? Are there specific requirements that necessitate a bespoke development
We have looked at off the shelf products but feel they do not meet our requirements.
3. Please confirm who the people on your selection panel are and their individual roles and responsibilities
We are unable to confirm at this time who will be on the selection panel. However, we usually involve representatives from the service and ICT.
4. Are you open to having most of the work done in a nearshore model? This would mean less time spent at your site.
As the opportunity states, we would require a team onsite for 3/4 days to engage with subject matter experts.
5. Are DXW also bidding for this?
We don't know.
6. What are your rough timelines please (this isn’t mentioned in the DOS notice), i.e. when will we know about ‘Shortlisted suppliers’, when do you expect the ‘Written proposal’ + ‘Case study’ + ‘References’ to be submitted?
We would expect work to commence mid-February. Shortlisted suppliers will be notified 3-4 days after opportunity closes. Successful shortlisted suppliers will then be notified of a deadline to submit proposals, usually 1-2 weeks after this.
7. The price weighting of 33% is significant. In order to compare suppliers, how will price be evaluated?
It will depend on the actual price quoted, what will be delivered for that price and what represents value for money.
8. I note there is little mention re specified technical skills. Would you consider a Minimal Viable Product built using OutSystems?
Yes. For any proposal which requires paying licences for third party software we would need to be aware of the licence costs even though these would be subject to additional procurement.
9. The notice states this phase is in Beta. Did DXW deliver Discovery & Alpha? And how much has been spent to date?
As stated in the opportunity, a discovery phase and prototype were undertaken by dxw.
10. Can you provide details of how much of your teams time will be assigned to this project and whether they will be ready to start on the expected start date?
The team will make themselves available to deliver this project but we are unable to confirm exact timings. They will be ready to start on the agreed expected start date.
11. In the question about having 'passed a government service standard assessment', are you referring specifically to the GDS Service Assessments used in central government?
Yes we are referring specifically to the GDS service assessments used in central government.
12. Will we be expected to undertake a Service Assessment if we are successful?
Yes, you will be expected to undertake the Local Government Service Assessment if you are the successful suppliers who develop an MVP.
13. Does the SRO for this opportunity have the capacity to attend/partake in agile ceremonies? e.g. show and tells, retrospectives etc.