Review and redesign of the “front door” to Adult Social Care at London Borough of Hackney Council

PCH are seeking an experienced contractor(s) to undertake an initial phase of work to review and redesign the “front door” to Adult Social Care (ASC) at Hackney Council. The consultancy will review and assess the current (“as is”) model, identify inefficiencies and fragmentation, and propose a future-state model aligned with best practice, digital innovation, and Hackney’s strategic objectives. A Strong, professionally led response to requests for support is a requirement from the redesign.

This work will be the first stage of further, longer term work to address the ‘front door’ re design. It will need to give Hackney a strong foundation and an evidence-based analysis to present back to key stakeholders, enabling them to move this work forwards

The contractor will be required to undertake a full review of the present front door experience, including mapping all entry points and subsequent ‘journeys’ from that point. From this, the contractor will be required to map issues and areas of the current system that lead to poorer experiences for citizens. This can then be mapped against a further requirement of ‘best practice’ examples from comparable authorities, with a set of recommendations of how this work can be progressed to the next stage.

Outcomes - A roadmap for change, that brings together all the learning and outlines key steps and risks. The final report is presented in a way that can be used to present evidence of need for change to stakeholders, showing the picture ‘as is’ and what could be achieved.

Mid-point findings; this would be after Stages 1 and 2 and would be a report, presented at a meeting with PCH and Hackney.

Final Reports; Report(s) encapsulating all the work undertaken and showing a possible future operating model. There may be more than one final report, as there are different audiences for the findings and so it will need to be available to suit each one.

The following are MANDATORY requirements and must be demonstrated in the answer submitted.

• Significant experience and insight into council’s front door functionality and operational models
• Significant knowledge and experience of the technical architecture that sits behind Adult Social Care ‘front door’s’
• Experience of working alongside councils in a proactive and impactful way.

Please explain, demonstrating the above within your answers, your;

• Proposed project plan for this work
• An outline of key risks and mitigations

Word count; 900 words.

CV’s can be included but will not be scored