Website CX review and design

Tender description

Summary of the work Develop insights into organisation and user needs and define the MVP requirements (UX, Design, functional) Outputs • Final report detailing summary of: • Stakeholder requirements • User needs • User personas • MVP requirements (UX, design, functional) • Recommendations for next steps Latest start date 28/04/2017 Why the Work is Being Done Prepare for the launch of a refreshed official Council wensite at the end of June 2017 Problem to Be Solved Current site has grown organically with little defined structure or checking of customer experience Who Are the Users As a customer of Aberdeen City Council I need to be able to navigate the website to transact and find information. Work Already Done Website content has been audited, the front page designed, a new platform procured and centralisation of all content agreed. Approach will be to release a minimal viable product. Timescales will be end of June 2017. Existing Team There is a dedicated web team with a web manager, one content officer and two developers. Firmstep provide the CMS. Current Phase Discovery Skills & Experience • Users needs • Stakeholder requirements • User personas • Online content writing and design • Create UX, design and function requirements Nice to Haves • Mobile app development • Internet of things expertise • Responsive web development Work Location Aberdeen Working Arrangments Combination of off and on site. Expenses will be covered and rates will be according to Council policy. No. of Suppliers to Evaluate 4 Proposal Criteria • Approach and methodology • How the approach or solution meets user needs • Estimated times frameworks Cultural Fit Criteria • Challenge the status quo • Work as a team with our organisation and with other suppliers • Use data to make decisions • Adaptive to change • Future focussed • Share knowledge and be prepared to transfer skills Payment Approach Time and materials Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers 1. Can you please confirm if there is an agreed budget for this project? The agreed budget is up to £15k 2. How long do you anticipate this work would take? Or is the supplier going to determine this? This is anticipated to be a short intervention of between 9 to 15 days 3. Hello,A supplier has asked a question about ‘Website CX review and design’.What scope will there be to really "challenge the status quo", bearing in mind the front (home) page has already been designed, which suggests the look-and-feel, at least visually, of the website is already set? Does the "status quo" refer to all other pages? There is scope to challenge the current design. This applies to all pages. 4. You say the project is in Discovery phase and yet "Website content has been audited, the front page designed, a new platform procured and centralisation of all content agreed." How are the outputs of the CX Review expected to impact MVP if they contradict the decisions already made? This is intended to be an expert external challenge. The project sponsor has delegate authority to change decisions already made. 5. Please could you clarify what the final output of the project would be? The initial output is an MVP website that provides the Council a platform for iterative innovation and development of its online channels. The is a key element of the Council's transformation programme.This request is for an independent expert challenge to help deliver the MVP. It will not be the supplier's responsibility to deliver the MVP but to help shape this. 6. Does the application closing date refer only to the initial shortlisting stage or the full evaluation process? Yes this is the shortlisting stage which ends on the 17th April. If shortlisted we will ask for a written proposal to be submitted within 5 days. 7. What sort of expenses will be covered? Travel and accommodation will be covered. 8. Are there processes and plans in place to gain access to users/stakeholders for conducting research? There are existing channels and routes. The aim is to establish an MVP and more systematic channels will be established as part of the ongoing development of the website. 9. Hello,A supplier has asked a question about ‘Website CX review and design’.They asked:• Have you already selected the technology that you will use? • How much technical discovery do you require? For example selecting the best systems, defining potential integrations etc. • Can you advise exactly which areas of the council’s online presence should be covered by discovery work? For example, should we assume that payment, booking and checking systems are all to be included? And if so, specifically which ones? Firmstep has been selected as the CMS. The brief is not so much a technical one. Nor are we expecting the discovery to include functional elements like payments. Although this is part of the new website. It is more the overall design and content. 10. 1. Does the `client` have access to existing website analytics, webmaster tools and data points that may be utilised to understand and baseline the `as is` customer interactions? 2. Does the `client` have any existing stakeholder personas or identified stakeholder segments that are currently utilised in their interactions and communications? 3. Is the `client` utilising surveys or digital interaction methods to greater understand `voice of customer` and customer satisfaction? 4. During the migration to Firmstep CMS, will the client be utilising additional Firmstep services/tools like MyAccount, CRM, eforms, self-service. FOI and complaints Yes we have access to analytics and customer feedback. This may not be as extensive as we would like though. Yes we will be using additional firmstep tools. 11. Hello,A supplier has asked a question about ‘Website CX review and design’.They asked:5. If the Migration to Firmstep does include leveraging tools and services, will these be roadmapped during the Discovery phase? 6. Has the `client` logged their digital communications touchpoints throughout the customer lifecycle? These may include including traditional interactions like telephone and postal interactions and digital channels including email, live chat or social media communications? 7. Does the `client` currently have the number of transactions or services offered to customers digitally, in addition to their ambition to enhance services digitally? Yes we will roadmap during discovery but may not be part of MVP. Some maybe be rolled out later.We have information and data on current channels but do not believe these are as accurate as they could be. 12. Is it correct to say that the supplier doesn't have to develop the site or design the wesbite pages? Yes that is correct..we are looking for external challenge and expertise 13. Do you have a UX designer or front end Developer in the team who would incorporate the best practices, and feedback on UX design? Yes we do. 14. What Do you expect the suppplier to conduct any user research to validate the current design? Or, you have background information that could be used as evidence? No we do not. We have background information 15. What is the ball park allowance for the travel & accomodation expense? What is the cap on the accomodation daily rate? Considering this would be a 9-15 days engagement, we want to explore all options of an onsite stay at hotel/BnB. Travel and Subsistence· Supplier to book all travel and accommodation within the limits of:o Travel should be booked at standard class. For the purposes of evaluation please state routes, mode of transport and use best available rates e.g. London/Aberdeen/London by air £200. Limits will be agreed with the successful bidder within the contract.o Accommodation – B&B rate in Aberdeen not to exceed £85 pppn· Meal allowances are Breakfast £8.00, Lunch £12.00 and Dinner £25.00, excluding any alcoholic drinks which are not reimbursable.· Supplier to attach all relevant receipts when invoicing.