Local government website and intranet discovery, design and build on Umbraco platform

Tender description

Why the Work is Being Done SSDC is undertaking an ambitious programme to digitally transform its services, and has adopted a customer-centric, commercially-minded operating model. We are using Civica Digital 360 to enable new ways of working and achieve our digital-by-default ambition. To support these goals our intranet and website need redesigning to be transactional, deeply integrated, and focused on user needs in order to become trusted platforms for internal and external customers to contact the council and digitally self-service. The intranet must be live by January 2018. The website must be ready for internal testing by September 2018, to go live by December 2018. Problem to Be Solved Our current website and intranet are not focused on user needs and enable limited transactions. Our web page design has been constrained by using standard Umbraco templates. We want logical, intuitive site architectures and would consider flat structures with content tags as an alternative to traditional tree structures. We need page templates that support consistent user experiences, are maintained internally, and are flexible, enabling content editors to apply creativity to the look and feel of pages. Both sites must integrate with our engine for customer interactions, Civica Digital 360, and the intranet must integrate with several 3rd party customer portals. Who Are the Users As an internal customer I need to easily access current information and apply-for / book / request work, so that internal support services can provide services for me; and I need to track my cases' progress so that my expectations are managed. As a customer I need to easily access current information about myself, so I can see my interactions with SSDC; and apply-for / book / request services, and report things, so that my interactions with SSDC are efficient. As an internal content editor I need to easily edit relevant pages so that I can make contemporary information available. Early Market Engagement Work Already Done We have carried out consultation with service teams to identify top priorities for the staff portal, intranet and digital support services. We have some Google Analytics data for the website and intranet and on-line customer forms data. We also have demand data from other channels (face to face, phone) which will help to guide design, reduce avoidable contact and promote online self-serve. We have a resident profile aligned to customer personas based on Mosaic Experian household analysis. We have considered integrations with portals provided by our back office systems, including Midland’s iTrent HR & payroll system and HEAT Service Management. Existing Team We have a team of Business Analysts who will contribute to the detailed brief and digital content, together with a number of service editors, supported by the communications team. And we have a group of internal users ready to help inform the design of the staff portal. We have a Web Developer and Systems Analysts to work on integrations. Our technology partners Civica will supply widgets which will be integrated into the sites. The project will sit within the overall programme structure for the Council’s transformation with full support from senior management and Councillors. Current Phase Discovery Work Location Although the supplier's specialists may work remotely to the extent practical, they may be required to work at the following SSDC offices: The Council Offices, Brympton Way, Yeovil, BA20 2HT Yeovil Innovation Centre, Copse Rd, Barracks Cl, Yeovil BA22 8RN Petters House, Petters Way, Yeovil, BA20 1AS Working Arrangments The supplier is expected to be on-site to facilitate discovery workshops and to brief stakeholders during initiation (blueprinting). Following initiation, we expect regular and ad-hoc meetings (including online attendance at stand ups or sprint planning) against an agreed project plan and deliverables. Our team will work closely with the supplier to provide knowledge of user requirements, demand data etc. Security Clearance Additional T&Cs Skills & Experience Proven experience in delivering useful, responsive, aesthetically pleasing and mobile device compatible websites and intranets for large, complex organisations Proven track record of delivering large projects of a similar nature to time and budget Proven ability to design sites that easily integrate video, photographs and a variety of social media Experience optimising sites for continued improvement using Google analytics Proven ability to integrate with other software systems e.g. on-line bookings, to provide a seamless customer experience Experience in delivering websites using Umbraco Experience and familiarity with user research techniques and approaches Experience in user-centred design leading to successful website redesign/creation Nice to Haves Track record of designing websites that are useful to people with learning disabilities or low digital skills Experience working with local government organisations and familiarity with district council services Experience reducing content from large sites Ability to deliver a concise but detailed summary of discovery findings with recommendations and roadmap for alpha and beyond Ability to identify project dependencies whilst working in a wider team with multiple projects in-flight Experience in delivering innovative solutions to common issues No. of Suppliers to Evaluate 5 Proposal Criteria The technical merit of the solution’s fit with existing Umbraco CMS, Midland iTrent HR, HEAT Service Management and Civica Digital 360 The proposed approach and methodology for conducting user research How the approach meets our stated objectives How the approach meets our stated timescales Planned use of GDS design principles in website design Proposed approach to risk identification and mitigation Sites' accessibility and compliance Structure of proposed team (able to deliver with in-house experts without outsourcing key designs/build project elements) CVs and relevant experience of named team members Ability to mobilise the team quickly Cultural Fit Criteria Work as a team with our organisation and other suppliers Be transparent and collaborative when making decisions Have a no-blame culture and encourage people to learn from mistakes Take responsibility for work Share knowledge and experience with other team members Challenge the status quo Be comfortable standing up for areas of expertise Can work with clients with low technical expertise and explain things clearly Payment Approach Capped time and materials Assessment Method Written proposal Case study Reference Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers Budget range £20,000 (excluding vat, including expenses). this is a build- only tender and does not include on-going maintenance.