Provision of a Managed Local Welfare Scheme

<p>Please note you MUST be able to provide ALL of the below services throughout the duration of a contract. 1. The scheme will provide throughout the two year contract period a managed local welfare service on behalf of the Council. The Council requires the following from the Service provider: o Provision and management of back office IT systems and a secure public facing website delivering the entire application process. o Provision of a staffed telephone service available from 9am until 5.30pm from Monday to Friday, excluding Bank Holidays, and an online service available continuously (24 hours per day, 7 days per week) to all residents of the Borough for the purposes of making applications to the scheme. o An application process which includes an Eligibility Check and a Needs Assessment; the application process must apply the Council&rsquo;s policy in determining eligibility and capture key applicant data. 2. The Provider must have existing access to the Department of Work and Pension&rsquo;s Customer Information System to verify applicant key data and benefit payment status. 3. The Provider will award, source, deliver and fit items including [but not limited to]: o Gas cookers o Electric cookers o Carpets o Fridges, both upright and under counter o Washing machines o Bed frames (double and single) o Bedding (pillowcases, sheets, quilt covers) o Duvets and pillows o Mattresses (single and double, including orthopaedic) o Cutlery and crockery o Household energy vouchers (able to be redeemed for gas and electric top ups at a number of outlets across the borough) o SMS cash payments o BACS payments 4. The Provider will undertake full management of the awards process, including the delivery and installation of all awarded items and removal and disposal of all packaging. The Provider must be able to install a range of both carpets and gas appliances to a professionally qualified level. 5. Required time scales will include: o Availability of provision of all awards at all time o To provide 100% of all emergency awards within 1 working day of a completed application being received; o To supply, deliver and install 75% of other items within 2 working days and the remainder within 5 working days of a completed application being received; o The management of a 2 stage applicant appeals process; o The management of a complaints process; o Financial reporting and control to facilitate spend reviews and enable the Council to make amendments to the policy where required; o Performance reporting; and o The provision of change management where required (e.g. as a consequence of amendments to the Eligibility Criteria). 6. The Provider must be able to set up and project manage the implementation of the scheme as detailed in readiness for service provision from 1st April 2021 within the financial constraints of the contract.</p>