Software package and information systems

Tender description

OS is looking to create a new, customer-centric digital experience that delivers a step-change in our customers’ perceptions of the OS brand. This involves a new website built on a new CMS platform which will be externally hosted and maintained. Ordnance Survey website is not able to meet the needs described above. Specifically, the platform is technically obsolete; the customer journey and content are sub-optimal; our ordering, payment and download servicing is significantly behind the times. The website is neither scalable, nor readily adaptable to changes in the business and its requirements. It is becoming increasingly difficult to meet the requirements of the MFUs and where changes are possible these are not able to be completed in a timely manner. The ability to control workflow is complex and so this is a barrier to MFUs doing updates themselves. The demands of our customers are not met by our current website and research suggests it cannot be met with the structure and approaches in place. Ordnance Survey need to address this with an up-to-date platform which permits workflow permissions and is built in a way which can be easily modified. There are other business projects underway to look at how customers interact with us online, specifically purchasing data. It is also important that the customer experience is consistent across the whole website and this will not be the case with the current state. We need to be able to react quickly to online requests from the MFUs and be able to set up microsites.