Resident Experience - Enabling Services Programme Consultancy Services Agreement

Southend-on-Sea City Council is seeking consultancy support to take the Resident Experience and Enabling Services programmes from high-level opportunity identification into a fully developed, validated and investment-ready detailed business case, alongside support for the design and pilot of the integrated call-centre / corporate resolution centre model and linked priority projects.

The Council has completed significant discovery and outline design activity, including Activity Analysis and Outline Business Case development. The next phase now requires a delivery partner able to build from this established evidence base, align to the baseline data and assumptions that have informed the case to date, and add value through constructive challenge (particularly on programme design and implementation approach) to convert identified opportunities into:

• detailed and evidence-based operating model proposals
• validated savings cases
• implementation-ready designs
• pilot delivery support
• a clear and defensible route to cashable savings in directorate budgets

The Council expects the successful consultant to work at sufficient depth to ensure that all proposed savings are directly linked to:

• specific changes in processes
• specific changes in service delivery models
• evidence-based assumptions on reduced demand, channel shift or handling effort
• identified teams and roles in scope
• clearly articulated proposals for reducing FTE or staffing cost