Home Connections

User Research (UX)

Transform your IT and cloud solutions with our comprehensive User Research service. From user persona development to journey mapping, we ensure intuitive, inclusive designs. Our data-driven approach enhances product usability, drives engagement, and boosts reputation. Partner with us for streamlined development, upskilling opportunities, and tailored support for lasting success.

Features

• Develop user personas to gain targeted insights for design.
• Map user journeys for optimised overall experience enhancement.
• Conduct remote and in-person interviews and user research.
• Ensure inclusive design catering to diverse user experience requirements.
• Perform accessibility audits to ensure inclusivity in design practices.
• Proactively prototype to validate trial UX concepts for successful implementation.
• Utilise reusable components like the Gov.UK kit for accelerated delivery.
• Employ contextual inquiry to understand user environments and needs in-depth.
• Collaborative workshops for aligning IT strategies with user needs.
• Conduct continuous research for iterative UX improvements throughout discovery/alpha/beta.

Benefits

• Optimised user journeys increase IT solution adoption and efficiency.
• Informed design decisions based on user research and user-centric insights.
• Competitive edge with data-driven UX improvements in IT solutions.
• Increased IT accessibility compliance expands user reach and engagement.
• Intuitive UX design encourages new users to embrace digital offerings.
• Streamlined IT development processes accelerate time to market.
• Access to cutting-edge research and industry best practices.
• Enhanced user engagement and loyalty through personalised UX experiences.
• Reduced IT development costs through early user feedback integration.
• Use insights from user behaviour to drive UX design decisions.

£500 to £1,200 a unit a day

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at ninesh.muthiah@home-connections.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

607745345338703

Contact

Ninesh Muthiah
07984 884 343
ninesh.muthiah@home-connections.co.uk

Planning

• Planning service: Yes
• How the planning service works: Home Connections is an established provider of integrated social housing software in the UK. Our experienced agile delivery team will work with the client via ethnography and discovery workshops to understand your requirements and assess infrastructure needs. After agreement on appropriate technical solutions we will plan and support delivery. We provide comprehensive support to buyers in the public sector to implement our software services in a cloud hosting environment. We collaborate closely to develop tailored plans aligned with the Government Digital Service Standard as well as your own goals, budget and timelines. As a non-profit we are motivated entirely by customer success and satisfaction.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: At Home Connections, we understand that successful adoption of new technology solutions necessitates empowering our clients with the knowledge and skills to leverage these solutions effectively. ; Our training sessions cover a wide range of topics, including but not limited to:; •Product Familiarisation: We provide in-depth training on the features and functionalities of the software solutions we offer, ensuring that users have a solid understanding of how to navigate and utilise them efficiently.; •Best Practices: We educate users on industry best practices for maximising the benefits of the software solutions, including tips and tricks for optimising workflows and achieving desired outcomes.; •Security Awareness: We emphasise the importance of security measures and protocols, educating users on how to safeguard sensitive data and prevent security breaches.; •Customisation and Configuration: For clients requiring bespoke configurations or customisations, we offer training on how to tailor the software solutions to meet their specific needs and preferences.; •Ongoing Support: We provide ongoing support and resources to address any questions or challenges that may arise post-training.; ; We offer various training formats, including classroom style, in-person workshops and virtual seminars to accommodate diverse learning preferences and schedules. We also offer learning through doing, shadowing, mentoring, playbooks and game-style e-learning.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We assist buyers seamlessly migrate to the cloud or transition between cloud services through a meticulous and comprehensive approach. ; ; Our process begins with a detailed assessment of their current infrastructure, requirements, and objectives. Leveraging our expertise in cloud technologies, we develop tailored migration strategies that optimise efficiency, minimise disruption, and mitigate risks.; We guide buyers through every stage of the migration process, from planning and preparation to execution and post-migration support. Our team ensures compatibility and seamless integration with the chosen cloud environment, whether it's AWS, Azure, Google Cloud Platform, or others.; • Throughout the migration journey, we prioritise security, scalability, and performance to deliver robust and reliable solutions. • We conduct thorough testing and validation to guarantee smooth transition and uninterrupted operations.; • Moreover, we provide extensive training and ongoing support to empower buyers and their teams to leverage the full potential of the cloud. ; • Our commitment is to facilitate a successful migration experience, enabling buyers to unlock the benefits of cloud computing and drive innovation and growth in their organisations.; ; Website migration services include Drupal-to-Drupal migrations as well as from other CMS platform migrations (e.g. from Joomla, WordPress, etc).
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: We offer comprehensive quality assurance and performance testing services to ensure that our clients' software solutions meet the highest standards of reliability, scalability, and efficiency.; ; Our approach to quality assurance begins with a thorough understanding of our clients' requirements and objectives. We develop tailored test plans and strategies to address their specific needs and challenges. Our experienced QA engineers employ industry-leading tools and methodologies to conduct comprehensive testing across various scenarios and use cases.; ; We assist buyers in quality assurance and performance testing by:; • Developing customised test plans: We work closely with our clients to develop test plans tailored to their unique requirements and objectives.; • Conducting thorough testing: Our team performs comprehensive testing across different parameters, including functionality, usability, security, and performance.; • Providing actionable insights: We analyse test results and provide actionable insights to help our clients identify and address any issues or bottlenecks.; • Ensuring scalability and reliability: We conduct performance testing to ensure that our clients' solutions can handle expected loads and perform optimally under various conditions.; • Offering ongoing support: We provide ongoing support to help our clients maintain and optimise the performance of their solutions over time.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
  • Other
• Other security services: Cyber Security Assessments
• Certified security testers: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: At Home Connections, we offer comprehensive support for a wide range of cloud hosting and software services, ensuring that our clients receive the assistance they need to leverage these technologies effectively. Our support services encompass the following:; •Cloud Hosting Support: We provide assistance for various cloud hosting platforms, including Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP), and others. Our team of experts offers guidance on provisioning, configuration, monitoring, and optimisation of cloud infrastructure to ensure scalability, reliability, and cost-effectiveness.; •Software Services Support: We support our software products, including but not limited to Government Citizen facing Digital Apps (such as Streetlink), Choice Based Lettings, Housing Needs and •Online Learning Platform and LocalGov Drupal websites. Our dedicated support team offers troubleshooting, customisation, integration, and ongoing maintenance services to help clients maximise the value of their software investments.; •24/7 Technical Support: We understand that technical issues can arise at any time, which is why we offer round-the-clock technical support to address our clients' concerns promptly and efficiently. Our support team is available via phone, email, or online chat to provide assistance whenever needed. We are focused on reducing resolution times to the bare minimum - ideally minutes.

Service scope

• Service constraints: No Constraints

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response within 15 minutes during working week hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Tested with disabled applicants
• Support levels: Home Connections will provide an account manager to cover business and technical issues for onsite meetings and online support as part of the overall support fee. All tickets are prioritised and dealt with according to the published and agreed service level agreement with each customer. Home Connections technical staff will also support and liaise with third party providers, where required, to resolve issues. Agreed KPIs are monitored and reviewed regularly.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 01/07/2020
• What the ISO/IEC 27001 doesn’t cover: All parts of service are covered.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO 9001 to cover Quality Assurance
  • ISO27001 Audit July 2020; Accreditation since June 2017

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Home Connections believes that reducing the environmental impact of its business helps us to play our part in the world-wide programmes to look after the planet by reducing waste and reducing energy consumption through prevention, reuse and recycling wherever possible.; ; Home Connections has switched to using LED lighting in our office to reduce our carbon footprint. More impactful than this, however, is the fact that we have recently downsized from three offices to one, promoting working from home to reduce the time and costs associated with commuting, as well as the emissions. This decision alone has significantly affected our environmental impact, reducing our emissions by over 90%. Similarly, we are moving towards holding service management meetings online to reduce business travel and the associated emissions.; ; All Home Connections staff are equipped with Energy Star laptops that conform to HMG's technology standards for environmental IT. We use NaviSite’s cloud hosting platform, as cloud hosting typically requires less energy than dedicated hosting.; ; As part of our commitment to net zero, we have contributed to a subsidy scheme that provides people with bikes to enable them to cycle to work rather than using cars or public transport. Furthermore, we encourage our staff to take part in environmental initiatives; if a member of staff wanted to contribute to an environmental cause by fundraising or volunteering, we would grant them paid leave to do so and match fund the money raised. We empower our staff to understand and manage their own environmental footprint, at work and at home and will encourage a waste and carbon efficient culture at all levels of the organisation.; ; Additionally, we are committed to supporting the local ecosystem by donating items such as bird boxes, bug farms, and wildflower seeds to our customers.

  Covid-19 recovery

  Home Connections has taken part in HMG’s Kickstart Scheme, which is designed to reduce long-term unemployment by helping local people return to work. We have hired and trained people for a number of roles in areas including marketing, technology, and administration. We have retained 2/3 of them as fulltime employees, meaning that 10% of our workforce consists of individuals hired as trainees through the Kickstart Scheme. We have been so impressed with their performance that we have since nominated these new employees for awards through the scheme.; ; Our Homefinder UK scheme, which is a partnership of almost 100 local authorities and housing associations, enables households who are homeless, in temporary/ overcrowded accommodation, or victims or gang/ domestic violence to find housing. It is the only national housing mobility scheme offering case management services to homeless applicants in the UK. The web-based housing mobility service enables applicants in areas with little available social housing to look for homes nationwide. Since launching in 2013, Homefinder UK has successfully rehoused around 1,150 homeless households into permanent social housing across the country.; ; Homefinder UK also offers a specialised add-on service called Revive, dedicated to providing move-on housing options for victims of domestic abuse.; ; Not only does Homefinder UK help people find permanent housing, but our team of nine highly trained case managers also:; -Assists them with all applications/paperwork necessary to secure the property,; -Assists them in obtaining references and arranging viewings,; -Supports them in getting into training or employment in their new area,; -Helps them get set up with a local doctor and (if they have children) school,; -Helps provide them with a grant to enable them to furnish new home.; ; Beyond helping families, Homefinder UK saves each member local authority over 100K per annum by taking families out of temporary accommodation.

  Tackling economic inequality

  Home Connections is one of a small and select band of suppliers in our market that is owned by the public sector and where all profits are reinvested back into tackling economic inequality in the local community. We have a proven track record of employing individuals from disenfranchised groups, particularly NEETs (people “Not in Education, Employment, or Training”), and have robust mechanisms in place for supporting, training, and developing these members of staff.; ; One of the services that Home Connections provides is helping ex-offenders find suitable housing. This is obviously a challenging process, as there are numerous obstacles that must be overcome for their application to be accepted, and we support them through every step of the process. Not only does this service give formerly incarcerated people a chance at a new life, but it benefits the local community by reducing recidivism. Our work has been very positively received, to the extent that we were interviewed by Claire Simms, the Managing Editor of The View Magazine, a magazine by and for women in the justice system, to promote our work to women about to leave prison.; ; Home Connections is also in the process of employing new staff through LIFT (Leading Inclusive Futures through Technology). LIFT is a three-year programme across Camden, Hackney, Islington, and Tower Hamlets that aims to help local people gain employment in the knowledge economy (e.g., tech, digital sciences, creative production), with the goal of empowering local communities and building lasting opportunities for residents.; ; Additionally, we are currently developing a pilot scheme to move refugees from high-cost temporary government accommodation to permanent housing, enabling them to become truly embedded within the local community. The focus is currently on refugees from Afghanistan, but we hope to extend it to those who have fled from Syria and other locations.

  Equal opportunity

  At Home Connections, our employees can be assured that they have been hired for their talents, regardless of their religion, race, sexual or gender identity, background, or any other factor. We strive to ensure that all of our staff feel safe, equal, and appreciated at work. We are committed to providing the same opportunities for everyone and have robust procedures in place to ensure the continual growth of our diverse workforce.; ; Home Connections employs a number of disabled staff and, in-line with our robust Equality, Diversity, and Inclusion Policy, is committed to providing them with the flexibility, tools, and support required to enable them to excel in their role. This includes:; -Private medical support, such as counselling,; -Assistive technology,; -Non-medical assistive support, such as ergonomics for their desks, chairs, and devices,; -Flexible working hours, including time off as necessary,; -Any reasonable adjustments they require, in compliance with Section 20 of the Equality Act 2010.; ; Our experienced case managers receive extensive training to enable them to support disabled customers. This includes training provided by AVA (Against Violence & Abuse), Citizens Advice, and the Chartered Institute of Housing (CIH), as well as the Royal National Institute of Blind People (RNIB) and Royal National Institute for the Deaf (RNID) as required.; ; Furthermore, as part of our Homefinder UK scheme, we have a channel called Accessible NOW that advertises wheelchair accessible properties to make it easier for disabled people to find social housing. We designed the Accessible NOW portal with a panel of both specialists and wheelchair users to ensure it fully meets end users’ needs, and we are delivering it in partnership with Habinteg Housing Association, the biggest social housing provider of wheelchair accessible homes.

  Wellbeing

  Home Connections’ robust Wellbeing Policy is the responsibility of our entire management team. The policy covers a range of issues, including:; -Our supervision and appraisals process, which includes regular assessments of employees’ workloads,; -Mental health, including providing access to a psychotherapist,; -Staff training and development,; -Providing mentoring so that staff who may not feel comfortable seeking support from management can go to their mentor instead.; ; Home Connections ensures that all staff are aware of our employee assistance programme, which gives them access to a trained psychotherapist. Employees can contact the psychotherapist themselves, as a group, or via their manager, and are encouraged to seek support for anything they need help with, regardless of whether it is work-related. This service has been particularly beneficial for our case managers, some of whom deal with secondary trauma from the nature of their work. Our management team takes a hands-on approach, regularly checking in with them to ensure they are coping and are able to maintain some objectivity.; ; As part of our Wellbeing Policy, we also organise regular social events to encourage staff to relax and socialise, thereby boosting team morale. We provide a variety of events to cater for different employees’ needs and preferences, including ensuring that venues are accessible and that events are not all alcohol related.; ; To ensure that our Wellbeing Policy is enabling us to provide meaningful support for our workforce, Home Connections conducts both monthly and more detailed biannual surveys via our Citrus HR system. These surveys enable us to check in with staff to understand their levels of employee satisfaction, the state of their mental health, and how we can better support them.; ; Additionally, we use the Empowerment Star to measure how our customers’ wellbeing has improved as a result of our Homefinder UK scheme.

Pricing

• Price: £500 to £1,200 a unit a day
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at ninesh.muthiah@home-connections.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.