IT services: consulting, software development, Internet and support

Tender description

The University are seeking a single web development company to provide both creative design and technical services to manage and support our online Help Centre self-help provision. The contract will be for operational maintenance including support and creative design and code development. The development roadmap activity will continue to be delivered using an Agile methodology and will be sub-divided into development sprints and these will be costed against individual Statements of Work (SOW). As such we are not seeking a resource based operating model, however we will be looking for consistency of personnel working with the University team. Furthermore, we would expect that our Help-centre team will work directly with developer teams on analytical, design and development activities. The University are seeking a single web development company to provide both creative design and technical services to manage and support our online Help Centre self-help provision. The contract will be for operational maintenance including support and creative design and code development. The development roadmap activity will continue to be delivered using an Agile methodology and will be sub-divided into development sprints and these will be costed against individual Statements of Work (SOW). As such we are not seeking a resource based operating model, however we will be looking for consistency of personnel working with the University team. Furthermore, we would expect that our Help-centre team will work directly with developer teams on analytical, design and development activities. The Help-centre activity includes new developments, adjustments to current services and information due to business change and maintenance (dealing with errors, failures, regular updating). The maintenance work has an element of being ‘on call’, for example: — The Help-centre has an unexpected outage that is related to the code, we would need input to resolve the problem. — If we received a student complaint or a reported error in the Help-centre which was deemed a priority, we would need immediate input into the investigation and proposed resolution. The amount for maintenance work and adjustments to current offerings varies over the business cycle and will be accommodated in regular planning and development rounds. Some spirits might solely be taken up with maintenance and others with new developments. The ‘on call’ elements of the role we anticipate will be shared on a day rate with the exception of errors discovered in new developments over the agreed warranty period.