Redesign Adult Social Care Contact Service for West Northamptonshire

West Northamptonshire Council is seeking a contractor to help reshape its adult social care 'Front Door' – the initial contact point where residents, families, and professionals report concerns, request advice, or seek care assessments. The council wants this service redesigned in an evidence-informed way to focus on prevention, early intervention, and connecting people with community support rather than long-term services. You will conduct a comprehensive baseline assessment of the current front door service, including how it operates through the contact centre and web portal, and how residents and professionals experience it. You will analyse data to identify who is currently accessing the service, which routes they take, and any significant population groups by volume and value. You will also identify gaps in current provision. Using this baseline and evidence of good practice from other councils, you will identify opportunities for improvement, including potential quick wins such as technology solutions, staffing changes, skills development, or partnership working. Your final report will present findings and clear, actionable recommendations. Key requirements include: proven data analysis skills; experience with business process mapping and improvement; understanding of co-production and user-centred design; experience running sessions with people who use care services; knowledge of council responsibilities under the Care Act; strong networks in adult social care to identify best practice examples; and ability to communicate clearly to diverse audiences including service users, staff, and senior leaders. The format and audience for reports will be agreed between you and the council as the project progresses, tailored to different stakeholder needs.