Adult Social Care Front Door Review and Redesign - London Borough of Hackney Council

London Borough of Hackney Council is seeking an experienced contractor to review and redesign the 'front door' to Adult Social Care (ASC). This is an initial phase project that will establish the foundation for longer-term transformation work. Project Scope: You will conduct a comprehensive review of how residents currently access Adult Social Care services at Hackney Council. This includes mapping all entry points (phone, online, in-person, etc.) and tracking the complete customer journeys from first contact through to initial assessment. You will identify inefficiencies, fragmentation, and pain points in the current system that negatively impact residents' experiences. Your analysis will compare Hackney's current model against best practice examples from similar councils and highlight digital innovation opportunities. You will then develop evidence-based recommendations for how the service can be improved and progressed to implementation. Key Deliverables: - A detailed 'as is' analysis mapping all current entry points and service journeys - Identification of inefficiencies and areas causing poor resident experience - Benchmarking against best practice from comparable authorities - A change roadmap outlining key improvement steps and associated risks - Mid-point findings report (following initial discovery and analysis stages) - Final report(s) presenting a proposed future operating model, tailored for different stakeholder audiences - Clear evidence of need for change to support stakeholder engagement Mandatory Requirements: You must demonstrate: - Significant, proven experience with council 'front door' services and their operational models - Deep technical knowledge of the systems and architecture supporting Adult Social Care access points - A track record of working proactively and delivering measurable impact with local councils Your submission must include: - A detailed project plan for delivering this work - An outline of key risks and mitigation strategies - Demonstration of how you meet the mandatory requirements (900 words) CVs may be included but will not be scored. Evaluation will focus on your proposed approach, experience, and risk management strategy.