Kent County Council. Service Specification

Transcription

1 Tender No: SS Kent County Council For Strengthening Community Organisations in Kent Documents Prepared By: Strategic Sourcing & Procurement Kent County Council Sessions House County Hall Maidstone Kent ME14 1XQ

2 CONTENTS Page No 1. Introduction 2 2. Purpose of the Service 4 3. Service Outcomes 5 4. Service Outputs 7 5. Service Processes 9 6. Service Inputs Performance Monitoring Key Performance Indicators and Service Credits 12

3 1. INTRODUCTION This contract is for the delivery of infrastructure support to the Kent voluntary sector and includes the promotion of volunteering and the brokerage of volunteers. The service will support organisations to deliver their charitable aims and deliver the aspirations set out in the Kent Voluntary Sector Policy. Delivery is across Kent ( excluding Medway) and the successful provider/s must have the ability to demonstrate local representation and provide tailored support across the whole voluntary sector. Engagement to date has indicated that a collaboration of providers is likely to best meet the outcomes specified. The new contract is due to commence on the 1 st January 2017 and be in place for three to five years. The contract amount is xxx with a diminishing value of 10% each year of the contract The successful provider will need to support the VCS in Kent to develop and grow to improve their organisations longer term financial sustainability to enable the sector to demonstrate impact, social value and support them in promoting and increasing community capacity in their local area. to support the sector in promoting, delivering and facilitating social action and volunteering in their communities to represent the sector and provide an efficient communication and information channel across the VCS organisations, and between the sector and KCC. 1.1 Background 1.2 Kent County Council Adult Social Care and Public Health currently fund a number of Local Infrastructure Organisations (LIOs) in Kent. The role of these organisations is to support the voluntary, community and social enterprise sector to achieve its aims through the provision of training, services, advice and guidance. The support provided is varied from room and equipment hire to accountancy and project management and is provided in different ways including face-to-face to group support. Volunteer centres are currently funded to broker volunteers to organisations and support organisations to recruit, retain and manage volunteers. 1.3 A review of LIOs in 2013 by KCC Adult Social Care Strategic Commissioning, highlighted issues around consistency and quality of support to the sector. It was agreed that the STAMP (Sustainability, Training, Advice, Mentoring and Partnerships) Programme would be commissioned to deliver business support to the sector and that rigorous monitoring would be introduced to more fully understand the performance of LIO s. 1.4 Since that time, Kent County Council has also published a Voluntary and Community Sector Policy (VCS) which is based on a three month public consultation with the voluntary sector and which describes its future relationship and offer of support to the sector. The consultation identified the key areas that the sector requires in terms of support. These are largely the same as those identified during the 2013 review and are outlined below.

4 1.5 A survey by Facts International commissioned by KCC as part of the VCS policy Consultation, reviewed the support needs of the charity and voluntary sector in Kent and found that: The top three needs from the sector were: identifying future sources of income (85% organisations), writing applications or bids and developing networks and collaborations; 81% stated the need for income generation advice, 46% reported this need was going unmet; 55% wanted networking introductions, but 30% felt this need was unmet; 74% were interested in individual mentoring. Facts International concluded there is a need for the sector to develop a more professional/management approach to their organisations. 1.6 In addition to the policy consultation, officers from Strategic Commissioning, Public Health and Strategic and Corporate Services have held four co-design meetings with current providers, potential future providers and other stakeholders in Kent, to identify new outcomes for infrastructure support and the best model to achieve these outcomes.

5 2. PURPOSE OF SERVICE 2.1 To provide support to the VCS in Kent that meet the needs identified in the VCS Policy consultation, including support to develop and improve their financial sustainability, and network to develop partnerships, and share resources. 2.2 The contract will provide consistency of quality and equity of access across the county in terms of support that is available to VCS organisations, and will facilitate the sharing of skills and resources and encourage joint working between organisations. This will facilitate the development of a vibrant and diverse voluntary and community sector in line with the Care Act (2014). 2.3 Who will the Service be provided to? 2.4 The service will be available to Voluntary Sector Organisations, charities and Community Organisations including social enterprises that are Kent based. The contract is aimed at providing a subsidised service to the community and voluntary sector but will be balanced against recipient organisation s ability to pay.

6 3. SERVICE OUTCOMES 3.1 Outcomes have been co-designed through a number of open events. These will align to the high level outcomes identified in the VCS policy, namely to support the VCS to respond to communities needs and support the VCS as a key partner in delivering services on behalf of KCC, and also support KCC s strategic aims and reflect the needs of the sector identified in the policy consultation.

7 3.2 Contract Outcomes: 3.1 Outcomes have been co-designed through a number of open events advertised via the business portal. These will align to the high level outcomes identified in the VCS policy, namely to support the VCS to respond to communities needs and support the VCS as a key partner in delivering services on behalf of KCC, and also support KCC s strategic aims and reflect the needs of the sector identified in the policy consultation. To provide support to the VCS in Kent that meet the needs identified in the VCS Policy consultation, including support to develop and improve their financial sustainability, and network to develop partnerships, and share resources. 1.Business Support Outcome: Kent s voluntary sector is supported to grow and develop, enabling local residents to enjoy a good quality of life, and more people to benefit from greater social, cultural and sporting opportunities. 2. Volunteering and Social Action Outcome: Volunteering is regarded as a valuable opportunity for individuals to contribute to their community and is accessible to all regardless of their skills or time capacity. 3. Strategic Outcome: Voluntary sector organisations are well informed and understand the priorities of Kent County Council, as set out in the Strategic Statement. 1.1 The sector is supported to develop organisational skills and knowledge and its longer term financial sustainability. 1.2 The voluntary sector has access to a sustainable model of support that meets its needs. 1.3 The voluntary sector is supported to understand and demonstrate their impact and social value. 2.1 Voluntary organisations are supported to recruit, manage and coordinate their volunteers. 2.2 Voluntary organisations are supported to create opportunities for those who wish to engage in social action which reflects local needs and wants. 3.1 Kent s voluntary sector is supported to achieve its charitable aims, recognising the role that the sector plays in building community capacity, utilising local assets and developing healthy communities. 3.2 The voluntary sector is supported to recognise and promote healthy lifestyles, public health messages (including for their paid and voluntary workforce) and to support the reduction of health inequalities. 3.3 There are opportunities for networking and collaboration across the VCS and with other (including private) sectors to share best practice, resources and develop initiatives. 3.4 The voluntary sector in Kent is well represented and there is an efficient communication and information channel in place across the sector, and between the sector and public sector organisations.

8 SERVICE OUTPUTS 4.1 What type of Service needs to be provided? Business Support The provider will be expected to provide access to a range of training programmes for VCS organisations in Kent. These programmes will cover all types of business support that reflects and is informed by the voluntary and community sector Organisations requiring support will be identified in the following ways. Sign posted to the service by KCC and partners; through the suppliers own advertising, from the networking events and group workshops and through organisations self-referring The Authority will expect the provider to be responsible for marketing any training programmes in order to create awareness of the programme and ultimately encourage the Voluntary Sector Organisations/Community Organisation to attend Provide access to information, advice and guidance on the setting up of alternative business models such as new social enterprises and community interest companies. To include, but not exhaustive, developing clear business models, governance structures and legal structures Provide access to funding databases, such as GRANT finder, and support organisations to identify and bid for a range of funding, including non-ccg, Public Health and KCC funding. Volunteering and Social Action The provider will be expected to support organisations in their recruitment, management and coordination of volunteers and promote this support The provider will be expected to provide access to support for voluntary organisations and communities who wish to engage in social action which reflects local needs and wants. This may include the promotion of volunteering with organisations wider than voluntary and community sector organisations. Strategic The provider will be expected to provide networking opportunities on a regular basis. It is expected that these opportunities will be available across the county and provide organisations the opportunity to attend events within their local area The provider will be expected to have a comprehensive understanding of KCC s Strategic Statement, VCS policy and Vision for Adult Social Care and Public Health and work to convey this to the sector The provider will be expected to facilitate information exchange between the wider VCS in Kent and KCC; acting as a conduit for feedback from the sector on areas such as risks, opportunities and innovation The provider may from time to time be asked to provide intelligence on the wider sector in Kent and will be expected to engage with KCC, as a representative of the sector. It will be for the provider to identify the best mechanisms for ensuring that the voice of the wider sector is represented.

9 4.2 Quantities and Lotting The provider may, in some circumstances, be asked to set out quantities that will be delivered as part of the contract in their tender response The service will cover the geographical area of Kent County Council but will need to have a local focus and presence across Kent boundaries. 4.3 The service provider shall: Have a clear statement of aims and objectives which must be reflected in services provided and supported by a clear service plan Be able to demonstrate that any service provision associated with the provider or any partner organisation or sub-contractor does not constitute a conflict of interest with their infrastructure support function. Any associated service provision must not inhibit the ability of the provider to facilitate the building of networks and collaborations within the sector Be able to work alongside the recipient organisation(s) and agree what type and level of service is required to meet their individual needs Ensure the support provided will be accessible to individuals representing their organisation, recognising needs related to disability, race, culture, religion, sexuality, age and gender Ensure the support provided reflects organisation s needs, which can change over time, the support must always respond accordingly Have a quality assurance policy and a process that measures the quality of the support being delivered, the results of which will be shared with commissioners Be responsive to complaints/compliments and recommendations concerning the provision of their services and make adjustments to provision accordingly Inform individual representatives of organisations about what information is being held about them in line with Data Protection 1998 and Freedom of Information Act How will the Service be managed? The Service Provider will appoint a Contract Manager who will be the key liaison person for the Service KCC will nominate a contract manager who will be the key liaison person for the service Quarterly contract monitoring meetings will be scheduled to monitor the contract and measure the performance management requirements of the specification and outcomes being met. This may be adjusted in line with performance as set out in KCC s model terms and conditions.

10 4.4.5 The April quarterly review will be an annual contract review will be scheduled to monitor the contract and measure the performance management requirements of the specification and outcomes being met. 4.5 What performance management data will be required? A performance framework will be agreed with the successful provider and the commissioners following contract award, but which will include at a minimum, the number of Voluntary Sector Organisations/ Community Organisations that have been supported in bidding opportunities, successful in contract award, total funding secured and numbers of jobs created. An annual satisfaction survey of the sector should also be completed to monitor the quality of the service provided Performance management data outputs will be used to measure and monitor the following areas: To have clear procedures for logging, prioritising and tracking the progress of referrals and keeping relevant statistics and outcomes Feedback pre and post support from organisations regarding their professional skills. There will be a KPI developed to measure performance in this area The number of training sessions accessed, to which organisations and a measure of their pre and post knowledge of the course content We expect feedback from all organisations that access training and expect the provider to evidence levels of satisfaction The number of funding applications made by type of organisations, the number that are successful and the size of funding secured How the support provided to organisations contributed to funding applications and awards, including how organisations have been facilitated to work together and make partnership applications The number and type of organisations that attend the networking events and evidence of how the provision is flexing to meet these organisation s needs Information regarding the numbers of volunteering opportunities brokered The provider will produce an annual report in March of each year of the contract which will identify progress against the outcomes using the performance management data set out and agreed and intelligence about the wider VCS in Kent which the provider seeks to represent The Service Provider must be able to produce such management information as the Council may require from time to time.

11 5 SERVICE PROCESSES 5.1 What quality assurance systems will be maintained: There must be a robust mechanism in place for ensuring the quality of the Service that is being provided and a clear process outlining action that will be taken if the service falls below the standards identified There must be process and procedure for consulting with customers on a regular basis which includes: Surveying customers by securing feedback on their views and opinions of the Service There must be evidence that feedback is sought for each part of the service and that action has been taken on the basis of this feedback to further develop the service quality.

12 6. SERVICE INPUTS 6.1 Management and staff requirements to deliver the Contract The Service Provider must make sure there are a sufficient number of managerial, supervisory and administrative staff that are suitably qualified and skilled to deliver all the specified outputs within this Specification The Service Provider must appoint a Contract Manager who has specific responsibility for the management of this Contract The Service Provider will be required to detail staffing levels, and staffing costs in the final tender submission.

13 7. PERFORMANCE MONITORING KEY PERFORMANCE INDICATORS AND SERVICE CREDITS 7.1 How the Contract will be monitored? We will agree a monitoring process within the first quarter of the contract life. This will include the development of Key Performance Indicators. 7.2 Performance Indicators: During mobilisation, the Service Provider will work with the KCC contract manager to develop a set of Key Performance Indicators and agree a methodology for recording, monitoring and reporting performance data Evidence gathered for performance monitoring purposes will also be used in future planning and strategic development The Service is expected to evidence performance against each of the outcomes as specified in section 3 above Key Performance Indicators will include: Performance Management Data as outlined in 4.6 above. Quality assurance processes as detailed in 5.1 above. Complaints and compliment data as outlined in 7.4 below. 7.3 Quarterly Meetings Throughout the course of this agreement the supplier will be expected to work with the contract manager to review and develop the service according to strategic and local needs Evaluation of the service will be utilised to inform future commissioning activity The provider will be expected to submit performance monitoring information in the agreed format at least two weeks before the quarterly performance monitoring meetings The provider will be expected to meet with KCC representatives in Strategic and Corporate Services to facilitate information exchange and intelligence sharing as set out in the Strategic Outcomes of the contract, under Complaints and Compliments The supplier must have an easily understood, well-published and accessible procedure to enable Customers to make a complaint or compliment, and for complaints to be investigated The procedure must include: Stages and timescales for the process, Acknowledgement of all complaints and an explanation of what action is to be taken Regular updates to the Customer of what is happening regarding their complaint

14 A written record of all complaints and compliments including details of any investigation and action taken and A whistle-blowing policy to protect Staff from victimisation A system must be in place to analyse and identify any pattern of complaints and compliments that will contribute to meeting the requirements of clause 5.1 Quality Assurance. 7.5 Invoicing All fees must be charged monthly in arrears to the Authority; settlement can be by BACS, iprocurement or by invoice (E-invoicing) per scheme with payment terms of 30 days, unless otherwise specified.

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