Crown Prosecution Service Preliminary User Research

Tender description

Summary of the work The Crown Prosecution Service would like to engage a supplier to conduct initial user research on the CPS website to help determine the redevelopment of the site, including design, navigation and accessibility, producing a report to help guide this process. Expected Contract Length Six weeks Latest start date 13/03/2017 Why the Work is Being Done We want a supplier to conduct initial user research on the CPS website to help determine the redevelopment of the site with a view to improving its creative design, information architecture (including navigation) and content design and maintenance. The supplier will produce a report that defines user needs and assists the website development team in finalising a brief for the contractor who will develop the new CPS website. This report should be delivered no later than six weeks following the appointment of the supplier. Problem to Be Solved While we have some useful information about our users and their needs, we need to conduct formal user research to ensure that we can redevelop our website in an agile manner. Who Are the Users Users of the CPS website need to be able to find what they need on the CPS website and be able to navigate around it easily, so that their experience is a positive and rewarding one. Existing Team There is a small team at CPS leading on the redevelopment of the website. This includes the web manager, a business manager, our Head of News, and a procurement lead. We also have support from other colleagues, including the technology change team. Current Phase Discovery Skills & Experience • Have experience conducting user research for government (which can include local government) websites • demonstrate awareness of agile practices as applied to website development • be able to commit to delivery of the final report within six weeks Nice to Haves Access to an in-house User Research Lab Work Location The CPS website development team is based in London, but the suppliers can be based anywhere. Working Arrangments We would like to supply a specific brief on the makeup of user groups who should be included. There will be an initial meeting to discuss the scope of the research. The supplier will then commence the user research at appropriate locations to be discussed. The CPS website manager will attend at least one user research session. There will also be a debriefing meeting prior to the finalisation of the report. Users may be paid the going rate for participation. Reasonable expenses associated with user research will be permitted. No. of Suppliers to Evaluate 8 Proposal Criteria • Experience of recruiting subjects from diverse backgrounds • Experience of conducting user research in relation to government websites • Capability of producing a final report within six weeks of starting research Cultural Fit Criteria • Behave professionally and strive for excellence • Treat everyone with respect • Be honest and open • Work as a team with our organisation and other suppliers Payment Approach Capped time and materials Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers 1. PLEASE NOTE: We have received a few questions asking about the starting date for this project, which we stated is 13 March. The starting date for this project will be 20 March. Potential suppliers may be asked to meet with the CPS team in the week comencing 13 March, with a view to starting work the following week. We will also respond to each question individually. 2. Is there a budget for this project? Our budget will depend on the quotes for completing the job that we receive from prospective suppliers. To give interested parties an idea, we would like to recruit between 30 and 50 users, of which we estimate we will be able to recruit up to 20 who we can guarantee will have an interest in the Criminal Justice System. We will therefore also require the supplier to recruit the remainder (10-30 users). 3. The latest start date for the project is 13th March. However the project is advertised until 13th March, not allowing for proposal, presentation and contract time. Do you have a more realist start date? We have updated the start date on the requirement to 20 March. Potential suppliers may be asked to meet with the team at CPS during the week commencing 13 March, with a view to the successful supplier starting work the following week. 4. Hello, the closing date for this Expression of Interest states 13th March, but also the latest date to start work states the 13th Marcy, please can you clarify? We have updated the start date on the requirement to 20 March. Potential suppliers may be asked to meet with the team at CPS during the week commencing 13 March, with a view to the successful supplier starting work the following week. 5. Hello, my questions relate to identifying and recruiting known users. 1st Question: Does your statement 'While we have some useful information about our users and their needs, we need to conduct formal user research to ensure that we can redevelop our website in an agile manner' extend to being in a position to identify suitable users so that the research supplier can contact users to participate in 1:1 research? 2nd Question: Do you have an expectation of how many users you anticipate would satisfy your research requirements, or are you happy to consider recommendations from the successful supplier? We would like to recruit between 30 and 50 users, of which we estimate we will be able to identify and recruit up to 20 who we can guarantee will have an interest in the Criminal Justice System. We will therefore also require the supplier to recruit the remainder (10-30 users). We are happy to take recommendations from the successful supplier. 6. Do you have a budget in mind for this research? Our budget will depend on the quotes for completing the job that we receive from prospective suppliers. To give interested parties an idea, we would like to recruit between 30 and 50 users, of which we estimate we will be able to recruit up to 20 who we can guarantee will have an interest in the Criminal Justice System. We will therefore also require the supplier to recruit the remainder (10-30 users). 7. With regards to recruiting participants, you stated that you would like to supply a makeup of user groups that should be included. Can you confirm if you are happy for the chosen supplier to use a third party to recruit these participants? Provided that the third party can meet our requirements in terms of user groups, yes. 8. Would you value expert experience on accessibility? Yes, we would. Accessibility is a crucial aspect of developing a website, and the user research should reflect this. 9. Do you have a particular budget in mind or that we should be aware of for this project? Our budget will depend on the quotes for completing the job that we receive from prospective suppliers. To give interested parties an idea, we would like to recruit between 30 and 50 users, of which we estimate we will be able to recruit up to 20 who we can guarantee will have an interest in the Criminal Justice System. We will therefore also require the supplier to recruit the remainder (10-30 users). 10. What is the ballpark budget available for this project ? Our budget will depend on the quotes for completing the job that we receive from prospective suppliers. To give interested parties an idea, we would like to recruit between 30 and 50 users, of which we estimate we will be able to recruit up to 20 who we can guarantee will have an interest in the Criminal Justice System. We will therefore also require the supplier to recruit the remainder (10-30 users). 11. You mention conducting research with users in a number of locations. It would be good to know how many locations and where. We selected the option to indicate that the supplier can be based anywhere in the country. We do not have a requirement that the research takes place in a particular number of locations or any specific locations. 12. You mention providing useful information on their target personas and needs. How in-depth is this? What sort of research informed this? We have anecdotal evidence from (e.g.) community forums, criminal justice partners, CPS colleagues and public responses to surveys plus our own understanding of accessibility issues etc that have informed our approach. However, we would be happy to take advice from the appointed supplier. 13. Is it safe to assume that the research will give us a clear view of what each user group is trying find or trying achieve on the site? Or we assume that we are helping to build personas as part of this research, as well testing the current website navigation, design and functionality? We are looking for insight into what users want from the site, as well as the technical aspects of navigation, design and functionality. Building personas may not be necessary – we are currently assuming that straightforward user research with recruited users will be sufficient. 14. In terms of accessibility what devices are we testing the site on? Is it important to have those that may not have access to the website via a laptop and/or home broadband. i.e. people that primarily use mobile devices and networks to access the internet for information? We would like the research tested on different devices – laptops/PCs, tablets and mobiles and different types of network. 15. Will we have access to any other information such as, call centre feedback reports, site surveys, Google analytics? We will be willing to share analytics data and website survey reports with the appointed supplier. 16. In what format and where would you like the presentation/report? We are not particular about the format of the report, as long as it provides the necessary information and insight. We anticipate that the report will be presented to us at CPS HQ in London (either in person or electronically). 17. You have mentioned recruiting 30-50 users, at appropriate locations. There are various ways of approaching this, which have a direct effect on costs (inc. travel expenses). Here is our question: Are you open to suggestions of remote research (e.g. running sessions via Skype) or is there a preference for face-to-face only research? We would prefer the research to be carried out face-to-face, as this can provide better insight into users’ responses, but we may be willing to be convinced (with good evidence) that remote research could be an alternative. 18. Does CPS consider this work to be in or out of scope of IR35? This will be out of scope of IR35. It should be conducted as consultancy work e.g. Statement of Work. 19. Is the current website built using a Content Management System? If so, which one and which version of that system? Some parts of the CPS website (News, Careers, Local Area sites and Legal Guidance) are currently built using bespoke Content Management Systems, provided by the original builder of the site. 20. Does CPS have usage data for the existing website e.g. analytics data? Yes, Google Analytics is installed throughout the site and we have data going back several years, which we would be willing to share with the successful supplier. 21. Has the contractor who will redevelop the website been identified already or will a further Digital Outcomes and Specialists procurement take place to identify that contractor? We will be carrying out a further exercise to identify the contractor who will carry out the redevelopment of the CPS website. 22. Have the existing team had any prior training or experience in agile, user-centred delivery methods as described in the Service Manual and Service Standard? Yes – one of the current team has experience in agile delivery methods, specifically in delivering a new website which was developed in this way. One other has had some training and experience with working alongside GDS colleagues and therefore has a good understanding of agile methods. 23. Can CPS say any more about the content of the existing website in terms of e.g. number of pages, types of content? (Is this the website: http://www.cps.gov.uk/ ?) Yes, the URL you mention is that of the CPS website. It currently consists of about 21,500 pages and is almost exclusively an information-provision website – news, legal guidance, organisational information, policy information. 24. Will the successful supplier be required to use equipment provided by CPS, e.g. laptops, in order to perform this work? If yes, will such equipment be available on the first day of work? No – the supplier will be expected to provide and use their own equipment/facilities (e.g. research lab/s). 25. Has budget been identified and committed for the website redevelopment after this phase of user research? If so, how large is that budget? The user research for which we are currently recruiting will form part of the basis for the next phase of our work. We are not currently in a position to discuss the budget that will be available for the project. 26. For the supplier to recruit the remainder (10-30 users) - what additional information is available to help identify the users of the CPS website? And by users do you mean end users (individuals) or organisations? We mean individuals (although could be persuaded that organisations could and should be approached), and we can be specific about the range of users we would like to recruit, but this will preferably cover wide age ranges and diverse backgrounds in order to ensure we are addressing accessibility issues. We have anecdotal evidence and some data that indicates the nature of some of our audiences (e.g. website surveys, analytics). 27. Who do you see as the key user audiences for the website? The main audience for our website is ‘the general public’, as non-specific as that is, but we have a good idea that some specific groups that use the site are, inter alia: legal practitioners (both CPS staff and others); the media; law enforcement and criminal justice partners, at home and abroad; government departments and agencies with an interest in criminal justice; parliamentarians; victims and witnesses; campaigners and charitable/support groups; academics and researchers. 28. Is there a specific reason for the number of users to be between 30-50? And have any user groups and use cases already been established? We estimate this (following discussion with GDS) to be a reasonable number users to research. The main audience for our website is ‘the general public’, as non-specific as that is, but we have a good idea that some specific groups that use the site are, inter alia: legal practitioners – both CPS staff and others; the media; law enforcement and criminal justice partners, at home and abroad; government departments and agencies with an interest in criminal justice; parliamentarians; victims and witnesses; campaigners and charitable/support groups; academics and researchers. 29. What is the existing 'useful information' that is available? Are there any existing data on conversion rates of the existing experience or metrics that measure success? We have access to several years’ worth of website surveys and Google Analytics data. The data we have that relates to the user experience is fairly basic (bounce rate etc), but this may be more revealing to a more experienced analyst. We would be prepared to share analytics data with the successful supplier. The current website is almost purely dedicated to information provision, so there are no data relating to completed transactions etc. 30. Will you accept links in our response? Yes. 31. Can you confirm the time of the deadline on the 13th March? 23:59 hrs 32. The earliest start date is still appearing as "The buyer needs the team to start: 13/03/2017" Should we be entering the 13th as stated in the question or the 20th as mentioned in the published questions and answers? 20 March, as made clear in the Q&A. 33. We understand you want to recruit 30 to 50 users and you can find up to 20. What user groups do you need to be represented? Do you have a view as to their relative importance? The main audience for our website is ‘the general public’, but some specific groups that use the site are: legal practitioners – both CPS staff and others; the media; law enforcement and criminal justice partners; government departments and agencies with an interest in criminal justice; parliamentarians; victims and witnesses; campaigners and charitable/support groups; academics and researchers. We do not take the view that all of these groups need necessarily to be represented. Neither do we have a view in terms of relative importance, but are keen to have a wide range of ages and backgrounds represented, including disabled people. 34. Is there a specific geographical location, nationality or age group of the users that must be recruited? No, but they should be from the United Kingdom (as the vast majority of our website traffic is from here). Otherwise, we are keen to have as wide a range as possible, given the relatively limited numbers of anticipated respondents, in terms of ages and backgrounds.