RFI - Development of a Service User Impact Framework for companies funded by the Citizens Information Board

Description

The purpose of this Request for Information is to assist the Citizens Information Board in clarifying its requirements for the development of a Service User Impact Framework for CIB funded companies and evaluating the potential options. The Citizens Information Board wishes to develop a Framework or Frameworks which demonstrate and measure long-term and short-term impacts and outcomes achieved for service users. Service Delivery Companies offer varying service delivery models to service users, which needs to be considered as part of the process. The Service User Impact Framework will provide an end-to-end set of tools, impact and outcome measurement options and best practices that support capturing customer feedback. CIB will require nine (9) separate service user impact frameworks which will have some common features but will need to be specific for each framework. A framework will be required for CIS, MABS, NAS, SLIS, RISLI, NTMABS, MABS Support, call centres, and the website. The purpose of this Request for Information is to assist the Citizens Information Board in clarifying its requirements for the development of a Service User Impact Framework for CIB funded companies and evaluating the potential options. The Citizens Information Board wishes to develop a Framework or Frameworks which demonstrate and measure long-term and short-term impacts and outcomes achieved for service users. Service Delivery Companies offer varying service delivery models to service users, which needs to be considered as part of the process. The Service User Impact Framework will provide an end-to-end set of tools, impact and outcome measurement options and best practices that support capturing customer feedback. CIB will require nine (9) separate service user impact frameworks which will have some common features but will need to be specific for each framework. A framework will be required for CIS, MABS, NAS, SLIS, RISLI, NTMABS, MABS Support, call centres, and the website.