Issue details

20/00066 - Adult Social Care Digital Implementation Support Services

Reason for the decision:

Following the implementation of the new Adult Social Care and Health (ASCH) case management system, Mosaic, in 2019, ASCH has been seeking ways to make improvements to its functionality.  The next phase of Mosaic implementation includes the following workstreams:


a)    Payments and Charging

b)    Mosaic Citizen and Professional portal

c)     Operational Business Processes

d)    Data Quality


To implement these workstreams a year 1 investment of between £770,000 and £939,000 will be required.


The main benefits that will be achieved are increased consistency and more efficient processes across the directorate; the release of capacity within Adult Social Care and Health  teams to create efficiencies and to improve the user experience (for staff, public and providers)


In 2018, Adult Social Care signed a contract with InterQuest, a delivery partner to assist with the implementation of Mosaic.  This provider was secured through the G-Cloud Framework, the governments digital marketplace of pre-approved suppliers.  All public sector organisations, including agencies and arm’s length bodies, can use the Digital Marketplace to find cloud technology and specialist services for digital projects.


This Digital Implementation contract will be let through the G-Cloud 11 Framework with the competition being conducted through July, ready for a contract to be awarded by Cabinet Member decision in August.



Mosaic was implemented in October 2019, with the initial focus on implementing existing business processes from the previous Adult Social Care organisational structure.  As a result, not all the advantages and technological capabilities of Mosaic are being fully utilised and are inconsistent across the Directorate.  A range of improvements will be made to Mosaic that enable more efficient case recording, thus freeing up time for staff and improving the flow of cases through the system. To ensure providers are able to deliver care to the most vulnerable, we need to ensure timely and accurate updating of care packages to ensure more accurate payments to providers for the care delivered.  Mosaic needs to provide system led payments to create efficiencies, address late payment issues and improve the financial forecasting and monitoring process. Data Quality also needs to be improved throughout the system to support an improved reporting capability and business insights. This will ensure the application remains robust and resilient, and that accurate and timely reporting is readily available to KCC teams and managers to make informed decisions. An assessment on first point of contact into Adult Social Care and KCC’s contact centre was conducted in 2019 which identified the need to make better use of an online platform to promote self-service for people who would prefer to access services and information in this way.  This will free up capacity within teams, improve reporting capabilities for KCC and improve the experience for staff, public and providers.


Decision type: Key

Reason Key: Expenditure or savings of more than £1m;

Decision status: Recommendations Approved

Division affected: (All Division);

Notice of proposed decision first published: 08/07/2020

Decision due: Not before 23rd Oct 2020 by Cabinet Member for Adult Social Care and Public Health

Lead member: Cabinet Member for Adult Social Care and Public Health

Lead director: Richard Smith

Department: Social Care, Health & Wellbeing

Contact: Carl Griffiths (Tel: 03000 Email: 410989/


The proposed decision was considered and endorsed at the Adult Cabinet Committee on 14 July 2020.

Financial implications: A year one investment of between £770,000 to £939,000 is required to fund external and internal resource, solution investment and system maintenance costs. There will also be an ongoing annual system maintenance cost of £31,000 for the Portals. Note: these costs are in addition to the current Mosaic costs.

Legal implications: This technology will assist in freeing capacity in our workforce, whilst maintaining support in a new way to our existing service users. The use of this technology supports Care Act 2014 compliance in driving person centred practice where our service users can be self-determining. As outlined above, this contract will be let using the G-Cloud 11 Framework standard contract.

Equalities implications: An Equality Impact Assessment has been undertaken to ensure potential negative impact on protected characteristics can be minimised. Analysis suggests that there is a low risk of negative impact, particularly around digital inclusion, to the following protected characteristic groups - age, disability, gender and race.


Agenda items