Engagement, Customer Feedback and Co-production Support for Adult Social Care
A practical guide to understanding what the buyer really wants and how to build a winning response.
The real focus isn't just feedback
When you first look at this tender, you might think it's all about gathering feedback.
But it's not.
City of York Council is looking to build a true partnership with its Adult Social Care users.
It's about co-producing solutions that last and serve those who need them most.
The contract covers work with people who have lived experience of the care system to develop a sustainable engagement approach.
Think about the people behind the feedback
At the heart of this tender are individuals with lived experience.
Their voices and experiences will shape the future of York's Adult Social Care services.
I'd focus on how to bring out these voices effectively.
- How will you ensure their input is genuinely heard?
- What methods will you use to engage with diverse groups?
- How will you make sure that the solutions are realistic and feasible?
These are the questions you should be answering.
Evidence always beats promises
If I were evaluating bids, I'd be looking for evidence of past success.
Not just promises.
What have you done before that shows you can handle this kind of work?
- Case studies of similar projects
- Testimonials from previous clients
- Data on past engagement success rates
- Examples of innovative engagement strategies
Use evidence to support your claims.
Don't underestimate co-production
Co-production isn't a buzzword.
It's a way of working that values the input of those who use services as equal partners.
I'd detail how you plan to involve service users at every stage.
From planning to implementation and review.
Explain how you'll facilitate meaningful involvement.
Pay attention to what they say
City of York Council is clear about their priorities.
They want a more sustainable and effective approach to engagement.
Your response should reflect this.
They've mentioned improvements after a Care Quality Commission assessment.
Focus on how your approach will drive these improvements.
Show how you'll make life easier for the Council
Every project creates work for the client.
The best providers reduce that workload.
Explain how your processes and systems will make it easier for the Council to manage this project.
- Clear communication plans
- Regular updates and feedback loops
- A dedicated project manager
These are the things that can set you apart.
Consistency over the whole term
This contract runs from November 2026 to May 2028.
That's a long time to maintain quality and consistency.
I'd want to see exactly how you plan to keep standards high throughout.
- How will you manage staff turnover?
- What systems are in place for continuous improvement?
- How will you ensure that engagement remains effective and meaningful?
One thing I'd keep reminding myself
This tender is ultimately about improving lives.
Every decision, every strategy should be tested against one question:
"Does this improve the experience for those using Adult Social Care in York?"
The people you're working with and for should always be at the forefront.
Common mistakes
Avoid submissions that:
- Focus too much on technical aspects and not enough on human impact
- Lack clear evidence of past success
- Ignore the importance of co-production
- Fail to show how you'll maintain consistency over time
- Don't address how you'll make life easier for the Council
- Overpromise without a concrete plan to deliver
My Final Thoughts
City of York Council is looking for more than a service provider.
They're seeking a partner to help transform their approach to Adult Social Care.
With a contract value of £75,000 and a term of 18 months, there's a clear emphasis on quality and sustainability.
This isn't just about delivering a service.
It's about creating a lasting impact.
Thanks for reading.
I hope this guide has helped make public procurement feel a little less daunting. If it has, then it's done its job.
P.S. Got a question?
If you've got a question about anything you've read, or you're stuck on a tender, just send me an email.
Whether it's a quick question or you simply need pointing in the right direction, I'm always happy to help if I can.
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Our guides are written using publicly available procurement information, including contract notices and published tender documents where available. They are designed to help suppliers understand the buyer's likely priorities and think more strategically about their approach. They are not based on any bidder's confidential submission, bespoke bid strategy or non-public procurement information.