Digital Delivery Partner Consultancy

The Housing Ombudsman Service (HOS) intends to conduct preliminary market engagement to inform a forthcoming further competition under Crown Commercial Service Digital Outcomes & Specialists 7 (RM1043.9), Lot 1 (Digital Outcomes). The engagement will help refine the outcomes, delivery approach, commercial model, and procurement timetable for an outcome-based digital delivery requirement.

The Housing Ombudsman Service (HOS) is considering options to recommission its patchwork of customer-facing software, introducing an integrated customer 'front door' that better supports existing and future strategic priorities, including the possibility of a major expansion of its service to the Private Rented Sector (PRS). The project directly supports the following strategic aims listed in the 26/27 business case and 2030 corporate strategy.

• Provide an excellent, person-centred service
• Drive positive local complaint handling cultures
• Support better services through our insights, data and intelligence
• Organisation Design: Systems (Strategic Enabler)

To help define the requirements and understand the potential of a new suite of digital tools, HOS requires the support of a Digital Delivery Partner who can facilitate and complement our in-house knowledge and expertise.

Indicative requirement (high-level outcomes)

The deliverables have been split into two work packages, which are closely aligned with project stages: Discover, Design, Delivery & Transition.

A. Discovery & Design (including quick wins)

B. Delivery & Transition

These work packages will be procured separately and sequentially so that the specification and requirements of any new system(s) delivered under Work Package B benefit from the findings of Discovery & Design. This Preliminary Market Engagement is specifically for Work Package A.

To ensure momentum, positive engagement and early benefit realisation, Work Package A includes a requirement for the identification and delivery of 'quick wins'. These are likely to be delivered through existing system optimisation and the potential use of AI and automation, rather than through the wholesale replacement of existing digital infrastructure.

Work Package A: Discovery & Design

This work package covers the activities and artefacts required to fully understand the opportunities, risks, costs and benefits associated with a range of options for recommissioning HOS' customer-facing digital infrastructure. This is the first work package to be procured, and on delivery, HOS will be able to define its integrated customer 'front door' requirements in a way that supports a new Target Operating Model, aligns with key strategic plans, and delivers measurable benefits to the organisation.

Work Package A will also provide funding for quick wins identified by the digital delivery partner and validated by the services impacted. These will be enhancements to existing systems that provide rapid returns on investment (Resource Savings) and/or measurable improvements to current ways of working (Greater Productivity; Improved User Experience; Improved Conversion Rate) and will be subject to further funding approval.

Work Package A: Summary Table of Deliverables

Reference Description of Deliverable

A1 Validation and enhancement of Work Package B outcomes

A2 Approved Scope of Works

A3 Risk and Opportunity assessment

A4 Benefits Profiles - baselines, measures and targets

A5 Work Package B delivery resource requirements

A6 Quick Wins and System Optimisations

A7 Options appraisal, costs and recommendation for Work Package B