Housing Software Procurement EqIA

Aims of the strategy

To provide a software solution for the Housing Registration function which is how customers register for social housing, the Homelessness function and the collection of related performance data.

Background to the proposal

The contract with the current software supplier ends January 2022 and cannot be further extended. 

Intelligence and communication 

Data, information, evidence and research used and how it has influenced the decision-making process

• a service review was carried out by Dorset Council Digital Strategy & Design Team. This looked at the processes all users (customers, officers and partners) undertake to access the housing services and considered levels of accessibility, complexity, information and repetition. It included the online service to register for social housing, make a homeless referral and receive housing advice, the Dorset Council website and the housing software portal. The review identified areas that could be improved as part of the procurement project and how the software could support this. The review included one to one interviews with residents, households at various stages of their housing engagement, third party organisations and housing service staff.
• benchmarking with other local authority housing services or software users was carried out. We did this by investigating which supplier other local authorities use and seeking feedback on experiences.
• a workshop with social landlords discussed their experiences of the current system. Information about functions and processes that worked well and where there could be improvement were captured. These partners use the system to advertise their accommodation to households on the housing register; they receive information about each nominated household and award the tenancy to the successful applicant via the software system.

A public consultation about the new Dorset Council Housing Allocation Policy provided over 600 responses.

The Service Review 

We learnt that all users find the current software complicated to use; the same information is requested in both housing register applications and homeless applications; the processes are considered too lengthy; the information provided is written in a style that is not clear; the housing service officers are helpful but satisfaction levels are reduced because of the software and processes; the process takes too long; communications about the status of an application is considered unclear or too infrequent; people need to be able to access the system from phones; some people need help with processes, technology and systems. 

Benchmarking 

We learnt that Bournemouth, Christchurch and Poole Council use our current software and are contracted for a further 2 years; New Forest District Council have experience of the software systems supplied by Jigsaw and Locata and have both positive and negative comments about each; No other local authority has experience of the software system supplied by Huume; Johnnie Johnson Housing Association are currently implementing a similar software system from Huume and anecdotally provided a positive reference regarding response time and customer service levels. 

Workshop with social landlords 

We found those in attendance supported the finding of the service review. There were specific changes to current system identified in all areas e.g. property adverts; allocations and nominations; applications and assessments; Banding. 

Dorset Council Housing Allocation Policy 

Feedback from the public consultation told us respondents said the housing register system is complicated. There was a level of misunderstanding about various aspects including; technical aspects of the current housing register process; what a choice based letting system means with regards to ‘choice’ for the applicant; the phrase ‘older persons’ property. 

The new software system will support improvements in these areas by having less complicated processes, better explanatory content and a customer portal that enables applicants to stay up to date with progress and actions they need to complete. 

Engagement or consultation that has taken place as part of this EqIA 

Using service design principle we carried out the following activities:

• the process was carried out externally to the housing service. During the process housing officers and managers in various relevant roles were interviewed virtually or by telephone. Each function was observed and discussed.
• emails were sent to 200 service users inviting them to take part in an evaluation of the current software and related processes. Interviews were carried out with service users who had been or were currently following the various processes and required the software to support the function. This included those households who were registering for social housing and those households who were homeless and applying for homelessness relief, prevention or accommodation placement.
• interviews were carried out with social landlords who use the software to advertise their vacant properties, receive nominations and make offers of accommodation in respect of the housing register or homeless households.
• interviews were carried out with external organisations who work with the Council to deliver support to households who need it to make housing register applications and to those households who are experiencing homelessness e.g. Citizens Advice, Shelter, Julian House (this list is not exhaustive). 

We held a workshop with Social Landlords where we carried out the following activities:

• 2 workshops were held with our social landlords during 2019/20. Discussions related to the new Dorset Council Housing Allocation Policy and the software that would be procured as part of this project to support the implementation of the policy.
• feedback was collated that expressed opinion from the group in relation to current functionality and improvements. The feedback suggested the current process was adequate but improvements relating to ease of use, simplification of processes and better self-service functionality for social landlords would be welcome. Areas of note include access to applicant’s information at nomination stage; social landlord adverts, increased flexibility; improved ability to create new users or amend existing user access for their own staff. The current practice to charge social landlords for use of the software was also queried and views were expressed this is no longer a common practice nationally. 

We carried out research using the G Cloud.

This is a framework where supplier cloud-based solutions are made available to the UK Government through a front-end catalogue called the Digital Marketplace and we established that:

• 3 suppliers were identified as most suitable using search criteria homelessness; housing register; housing services; choice-based lettings. Filters were applied of cloud software; not a reseller; web browser/mobile device; EEA data storage.
• there are other suppliers that provide a software package in support of local authority housing functions but did not meet all the requirements so were discounted.
• pricing information was disclosed via the framework.
• each supplier has provided a test version of their software for internal users to interrogate.
• each supplier has provided a 2-hour virtual demonstration of their product which was attended by a team of housing service officers and the housing Service Manager for Housing Solutions, Service Manager for Homelessness Prevention and Advice and Service Manager for Housing Strategy and Performance and the procurement project board. The suppliers each took part in further virtual conversations to expand where required.
• each supplier has provided written technical information to further assist as required. 

We carried out benchmarking with other Local Authority housing services or software users where we carried out the following activities:

• telephone discussions were held with New Forest District Council who have experience of 2 of the suppliers to discuss their experience, comments and perspective.
• telephone conversation took place with Johnnie Johnson Housing Association who have experience of the other supplier to discuss their experience, comments and perspective.
• via business as usual and the 2 social landlord workshops Dorset Council housing service is aware that Bournemouth, Christchurch and Poole Council currently uses one of the suppliers and due to contract commitment will continue to do so for the next 2 years at least. 

We carried out product scoring using the following methods:

• a MOSCOW matrix was created (Must have; Should have; Could have; Would not have) creating 83 criteria.
• the Must have and Should have criteria were scored by two teams of officers and managers working in Dorset Council housing services. The chosen supplier scored the highest.
• a risk and opportunities document created for each product includes cost; internal resources; developmental opportunities; future proofing 

A Project Board was set up and these activities took place:

• a project board was established at the commencement of the project and included; Corporate Director for Housing; Housing Service Managers for Housing Solutions, Homelessness and Strategy; Project Officers x 2; Service Design & Digital Representative; Digital Business Partner; ICT representative; Procurement representative; Dorset Council website content designer. The group was able to share advice and guidance regarding the areas of focus, the relevant considerations and processes to comply with.
• the digital business partner has identified the opportunity to integrate with Dorset Council’s emerging digital platform.
• ICT have approved sign off.

A financial assessment was carried out by DC corporate finance team.

Feedback

We plan to meet with the social landlords to inform them of the outcome of the procurement exercise and will work with them to implement the software and related changes over the implementation period in 2021. We will provide details of how their feedback has been considered during the process. 

We will update the website as part of the process to implement the software, act on recommendations from the service review and the adoption of the new housing allocation policy. We will include information on how we used the feedback we received. 

Assessment

Impacts of the strategy 

Key to impacts 

Positive Impact 

the proposal eliminates discrimination, advances equality of opportunity and/or fosters good relations with protected groups.

Negative Impact

Protected characteristic group(s) could be disadvantaged or discriminated against.

Neutral Impact 

No change/ no assessed significant impact of protected characteristic groups.

Unclear

Not enough data/evidence has been collected to make an informed decision.

Action plan

Name:  Sharon Attwater         

Job Title: Service Manager for Housing Strategy and Performance - Housing                 

Date: May 2021 

EqIA Sign Off

Officer completing this EqIA:  Sharon Attwater

Date:    22 February 2021

Equality Lead: Susan Ward-Rice

Date:    27 May 2021

Equality & Diversity Action Group Chair: Rick Perry

Date:    27 May 2021