Service Review Framework

⁠⁠⁠Overview

The City of Boroondara is seeking a suitably experienced provider to work with Council to develop a Service Review Framework (Part 1), with the option to subsequently extend the Framework to incorporate a Service Planning Approach (Part 2).

Scope

The scope includes:

• Development of a practical, fit-for-purpose Service Review Framework that establishes a consistent approach to planning and undertaking service reviews across Council, including the methodology, tools and supporting resources required to undertake future service reviews (Part 1.A)
• Ensuring the Framework complements Council's Benefits Framework by supporting the identification, assessment and tracking of benefits from review recommendations, and enabling insights and opportunities identified through reviews to inform ongoing service improvement
• Piloting the Service Review Framework with one small Council service to test the Framework, methodology and tools in practice and refine them based on the experience of undertaking a review (Part 1.B)
• Demonstrating how the Framework can be practically applied to help ensure the final Framework is fit-for-purpose, scalable and capable of being applied consistently across Council
• As an optional next phase at Council's discretion, extending the Service Review Framework to incorporate a Service Planning Approach (Part 2), to be undertaken after Part 1 has been completed and dependent on the development of Council's Service Catalogue

Contract Terms and Conditions

• The Framework, associated resources and intellectual property will be owned by Council
• The Framework will provide the basis for establishing a panel of suitably qualified providers to undertake future service reviews on Council's behalf
• Part 2 is not guaranteed and would only proceed at Council's discretion, and is dependent on the development of Council's Service Catalogue, which is currently underway

Information Requested

Reverse Brief

Council is seeking a reverse brief from respondents that demonstrates their understanding of the opportunity across both Part 1 and the potential Part 2, recommends an appropriate approach and sequencing, and identifies any refinements, considerations or dependencies that Council should take into account. This should include how the proposed Framework would complement Council's Benefits Framework and support ongoing service improvement.

Respondents should outline their proposed approach to developing and piloting the Service Review Framework and, where relevant, their proposed approach to subsequently incorporating Service Planning.

Contractor Requirements

• Respondents are encouraged to draw on their experience in service review and service planning to propose an approach that will deliver a practical, scalable and sustainable Framework for use across Council