Financial Ombudsman Service website build and web CMS implementation

Tender description

Why the Work is Being Done Our website has had little significant development in recent years. As a result it appears outdated and no longer meets our needs or those of our customers. The new website should enable stakeholders to easily find the information they require, complete their tasks and understand our role and aims. The site also needs to better reflect who we are as an organisation. We require a web CMS to provide our in-house team with greater control over website content, simplify our publication and review process and remove an existing dependency on coding expertise when we wish to make changes. Problem to Be Solved Our site does not currently meet users’ needs. There is outdated content, which is hard to manage and oversee. The lack of CMS means we need coding experience to make even basic updates – and legacy issues limit what we’re capable of doing digitally. To address this we need an agency to design and build a new website. This includes: building on research from discovery phase implementing CMS and provide staff training test and develop proposed information architecture recommend strategy for incorporating existing microsites develop look and feel carry out a full range of user, security and performance testing Who Are the Users The website is used by a range of external stakeholders, including: - Consumers and their representatives - Financial businesses - Complaint management companies - Researchers and consumer groups - Charities - Trade bodies - Government We have personas and user journeys for each of these stakeholders. Stakeholders visit our website to find out: what we do; whether we can consider their complaint; register new complaints; make enquiries about existing complaints; and to find information about the complaints we’ve previously considered. We have a small in-house team of site administrators responsible for publishing content to the website and maintaining content. Early Market Engagement We have obtained indicative estimates from the agency employed in the discovery phase based on our current scope. Work Already Done The work that has already been done is aimed at helping us understand our users and how we can meet their needs. We have recently had a digital agency complete research into the performance of our current website and our overall social media presence. In addition to meeting with internal and external stakeholders the agency carried out an audit of our digital assets and developed user journeys and sample web pages for our future website design – we intend to build upon this work in this stage. Existing Team The project is sponsored by our director of engagement and led by our Head of Digital Engagement. Support is provided by a small in house project management and business analysis resource and our stakeholder team. Current Phase Alpha Work Location Exchange Tower, Harbour Exchange Square, London E14 9SR Working Arrangments The majority of the work by the supplier is expected to be undertaken remotely, but we would expect project initiation meetings to take place at our offices. Regular weekly project meetings could be held remotely, but we would require regular face-to-face meetings throughout the course of the project and may require that you co-work with us at key times in the project lifecycle. Key meetings where sponsors are required to attend and training for our staff should take place at our offices. Expenses incurred in traveling to and working from our offices will be borne by the supplier. Security Clearance The successful supplier will be asked to complete our information security questionnaire and a mutual non-disclosure agreement before the contract is awarded. Additional T&Cs Skills & Experience Deliver website development using a multidisciplinary agile team, using MoSCoW principles Demonstrable ability to provide Alpha and Beta testing Deliver digital services to at least a AA WCAG 2.0 web accessibility standard and an awareness of WCAG 2.1 Delivering rapid development of iterative prototypes, informed by UX testing Demonstrable experience of website development that utilises a user-centric approach Experience of working with a range of widely used web CMS solutions and ability to build modules to increase the functionality beyond what is available as standard Demonstrate impeccable design credentials Experience in implementing an effective internal search engine and best-practice SEO Evidence of website development which supports a variety of rich media Demonstrate experience of redesign and redeployment of websites with a high volume of users and content Experience designing websites for users with low digital literacy Experience of a building a website solution based on recommendations brought forward from a discovery phase Experience of using agile methodology to deliver a website design and build project Evidence of mobile first UX design Experience of delivering training on use of web CMS Evidence of creating content lifecycle workflows Experience of carrying out migration of existing website content to a new website architecture Evidence of setting up and maintaining website analytics for the purpose of evaluating website and content use Experience in developing a suite of page designs and templates Experience in migrating data rich content, such as interactive databases, between websites Nice to Haves Evidence of delivering to scale Experience of providing webchat capability Experience of creating an asset library as a central repository for the storage of reusable content, e.g. templates, images, graphics Have experience of integrating a CMS with MS Dynamics No. of Suppliers to Evaluate 6 Proposal Criteria the proposed technical solution the proposed approach and methodology how the approach or solution meets our business or policy goal how the solution meets user needs estimated timeframes for the work how the supplier has identified risks and dependencies and offered approaches to manage them team structure Value for money Cultural Fit Criteria Evidence of having tailored your approach to the values and needs of your client Experience of working as a team with client organisations and other project stakeholders Be transparent and collaborative when making decisions Promoting a no-blame culture and encourages people to learn from their mistakes Accepting of responsibility for their work Willing to share knowledge and experience with other project team members Prepared to challenge the status quo Ability to work with clients with low technical expertise Payment Approach Fixed price Assessment Method Written proposal Presentation Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers Budget range between £150,000 and £250,000, excluding any web cms procurement and licensing costs.