Modification to Provision of Professional & Consultancy Services to Support The Residential Tenancies Board Review, Improve and Reengineer Internal Business Processes

This will be a 12-month extension through to June 2026. The RTB has identified as a strategic imperative the need to undertake a review of its key processes with the main objective of obtaining efficiencies and identifying synergies, raising business efficiency and effectiveness at all levels across the organisation. It is expected that processes will be optimised by reducing process steps and avoiding duplication. It is envisaged that the supplier will support the RTB in these endeavours over the lifetime of the contract. purpose of To give context to the RTB’s requirements, a breakdown of the services sought is listed below: Grant Thornton will: • review current case processing to ensure optimal processes are in place and use of resources are understood and effectively applied. • provide an improved process to manage the process of implementing new legislation. • analyse all available data and advise on how it can better allocate resources, ensure optimum queue management, productivity and improved timelines. • conduct a review of the quality process of Adjudicators/Mediators and the quality processes the team follow thereafter. • provide recommendations on where processes need to be improved to become more efficient, robust and consistent in delivering a quality service. • review and improve the ‘as is’ processes and undertake a gap analysis to ensure the requirements in the D&T module of RTB360 aligns with the business needs. (Now Service Now) • map all “as-is” processes and legal bases related to registration, registration enforcement and compliance steps; • map all “as-is” processes related to investigating and sanctioning improper conducts and certain criminal offences; • map all “as-is” inter-relationships between all relevant functional areas/teams/roles within the RTB. • map all “as is” data sources to the RTB that are used to identify civil and criminal offences. • assist in the design of streamlined, efficient and legally compliant future state processes for driving compliance and selecting cases for further action; • map all future state processes. In addition, input will be sought for opportunities to maximise outcomes for the RTB. The RTB will be seeking specific proposals and insight around elements such as: • Analysis of current level of ‘As Is’ within the organisation, the proposal of a future ‘To Be’, and the formulation of a programme to migrate to the agreed future state of the organisation. • Conducting gap analyses of current state/desired state for new or ongoing BPM/BPI/BPR initiatives • Implementation of Continuous Process Improvement programmes, initiatives, and Processes • Identify & document the current roles, responsibilities and day to day activities of the existing teams in carrying out their work • Provide detailed documentation on all new processes and proposed change management structures (proposed Roles & Responsibilities matrix) • Review Data Management practices in place and identify filing rules (email, reports, share drives, IT systems -centrally managed and silo based) • Utilise best practice management strategies & expertise in the development of “To-Be” future state processes and KPIs for these processes. • Produce a comprehensive report on all findings & recommendations in relation to BPM • Facilitate workshops with relevant teams in the formulation of the “To-Be” process maps and associated documentation • Provide a recommendation in terms of suitable IT systems in line with the agreed processes changes • Benchmarking. • Lean, Six Sigma and Total Quality Management (TQM) methodologies and practices. • Enhance BPM/BPI/BPR standards and guidelines and develop thereof where applicable • Enhance the BPM/BPI/BPR operating model and standardisation of organisational structures • Review the current BPM repositories • Recommend BPM/BPI/BPR industry benchmarks/trends, best practices and methods • Business Process & Value-Stream Mapping and Flowcharting • Designing and implementing BPM/BPI/BPR • Training and education services explaining the benefits of BPM, BPI & BPR, including but not limited to Lean, Six Sigma, Total Quality Management and related bodies of knowledge, • Implementation of BPM/BPI/BPR and a process culture within an organisation • Establish the necessary portfolio, programme and/or project management structures required to support the review, improvement and re-engineering of internal business processes, and the implementation of technological solutions as required. • Establish robust governance and reporting systems to support necessary programmes and projects. • Manage third-party vendors and subcontractors deemed necessary for the completion of agreed deliverables and work packages. • Manage resourcing and billing for all services provided by Grant Thornton and any third-party vendors or subcontractors utilised through the extended framework agreement. • Support the development of short-term ICT strategies and roadmaps to build upon the system implementations completed in 2025 and set the foundation for the subsequent managed services project in 2026 and beyond. • Translate the organisational vision, strategic goals and business imperatives into design principles for the organisation’s IT architecture. • Conduct a financial review of the RTB360 system, specifically in terms of audit refund logic, system-generated risks, and potential financial leakage. • Review the current IT architecture against business requirements, determining the efficacy of existing platforms. • Develop a Business Glossary and Conceptual Data Model. • Develop the future state IT architecture design and conduct a gap analysis. • Develop an IT roadmap to transition RTB from the current state to the future state and conduct a readiness assessment. • Support RTB to complete time-sensitive ServiceNow Implementations: o Compliance and Enforcement o Customer Service and Registrations o ServiceNow Upgrade o Essential enhancements to the Disputes system.