Website Content Migration Team - review and redesign of online content

Tender description

Summary of the work Website Content Migration Team - to support the redesign and rewriting of approximately 600 pages of web content. UX, Content Strategy, Digital Toolkit and Information Architecture already completed. This work supports the go live of our new website. Interview date will be 22nd October 2018. Expected Contract Length no more than 4 months Latest start date Thursday 15 November 2018 Budget Range Up to £195,000 Why the Work is Being Done The warwickshire.gov.uk website is undergoing a full redesign, including a complete review and redesign of content, in order to improve the user experience for our customers, and increase take up of our digital services. This is a critical part of our overall organisation transformation work. Current content will not be 'lifted and shifted' but rewritten and redesigned in line with our new standards. A migration team brings capacity to help us soft launch the new website on 23rd January 2019 with the full migration completed by 29th March 2019. Problem to Be Solved 600 pages to migrate (does not include home pages, navigation pages etc) migration team brings capacity to do this - Content on the existing site has evolved organically over many years, with a distributed authoring model resulting in varying quality. In addition, much of the content isn't focused on delivering specific services and information to customers, making the online experience sub-optimal and inaccessible in some instances. All existing content will therefore be re-written and re-designed to ensure a consistency across the new website with a clear focus on enabling customers to find what they want quickly and easily. Who Are the Users The users are visitors to the warwickshire.gov.uk website and users of our digital services. This includes members of the public, partner agencies, businesses, charities, etc. The users come to our website to complete transactions, this may be looking for information, applying for something, reporting something, booking something etc The users want to be able to find what they are looking for quickly and easily, to understand the information or instructions and to then complete the transaction in the minimum amount of time but in the most efficient way. Early Market Engagement Early market engagement has helped us refine our requirements and to understand how realistic our timeframe is. Work Already Done We have completed the following: 1. Initial UX research outlining the issues with our current site 2. Content Strategy has been completed and pages prioritised 3. Digital toolkit is complete - we have all our new designs and templates 4. Information architecture - this is in the final stages of sign-off 5. Established a Digital Standards Working Group - this will be responsible for the governance and standards of the new site Existing Team The E-Services Team forms part of the Digital Services Team. The team consists of 5 support officers (specialising in UX, data, technical and content), 1 assistant and a team leader (web master). In addition this project will have a dedicated project manager and is managed overall by a Service Manager. Current Phase Beta Skills & Experience • have experience of designing and migrating content to meet user needs and objectives of the business, in line with style and standards • have proven ability to create complex content in a clear and succinct way • have demonstrable experience of managing and monitoring relationships with and between stakeholders with clear and regular communications • have excellent communications skills and ability to engage with internal teams to generate understanding of benefits of good content design • have the ability to mobilise a project quickly • have a pragmatic, can do attitude to delivery of objectives to short timescales (ours are very short) • have knowledge and experience of designing fully accessible online content. Nice to Haves Experience of working with local authority services Work Location The role will be based in Shire Hall, Warwick, with the option of remote working for some days in the week. Working Arrangments The winning supplier will need to agree a suitable work plan that ensures a collaborative approach with the appropriate teams/persons at Warwickshire County Council. We will require onsite presence but are happy to discuss this and negotiate given there will be a number of people working on this. No. of Suppliers to Evaluate 10 Proposal Criteria • Approach and methodology including proposed statement of works for each stage of project • How the approach meets user needs • How the approach meets WCC's goal • Estimated timeframes for the work • Value for money • Technical solution • identification of risks and dependencies and suggested approaches to manage these 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 their mistakes • Take responsibility for their work • Share knowledge and experience with other team members • Challenge the status quo • Be comfortable standing up for their discipline • Can work with clients with low technical expertise Payment Approach Fixed price Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers 1. Does the work include inputting the re-written into a CMS? If so, what is the CMS platform and will it be accessible remotely? If CMS input is not required, what is the expected format of the deliverable? No the work does not include inputting the re-written content into a CMS. We are commissioning a new CMS the configuration of this will run in parallel with this work but will not be ready for direct input. We are therefore using Gathercontent to store the re-written text and the chosen supplier will be given access to store in this. 2. Do you envisage that subject-matter research needs to be done, or is the source content suitable (as a source)? No we do not expect subject-matter research needs to be done. We are confident that content on current pages is accurate it may simply not be presented in the best way for customers or written to achieve the objective of that page or to our style guide. 3. Who will be the stakeholders involved in the sign-off process? On a page by page basis it will be the business, our quality assurance process and the E-Services Team. The overall project will be signed off by our Digital By Design Board following recommendations from our Digital Standards Working Group. 4. Would it be possible to share the content guidelines please? Our content standards are due to be signed off by mid-October and the style guide by mid-November, until that point I'm afraid we cannot share them. To get a broad flavour of these, although not the same, you might find it useful to look at the GDS guidelines https://www.gov.uk/guidance/content-design/writing-for-gov-uk 5. What is the new web platform you have chosen for the new site? We have not yet signed a contract for this so until then have no information to share. 6. Do you have a content strategy in place, and therefore you see this as a production-level piece of work or do you need strategic guidance too? We have a Content Strategy in place, we also have a new digital toolkit and have completed a UX exercise which informed all of this. 7. Are there restrictions or preferences as to which collaborative production tools are used i.e. Trello, Google docs? As the CMS is being developed in parallel, we are planning to use GatherContent to manage the development lifecycle and storage of the content. Other than that, no specific preferences or restrictions for tools, as long as they meet data protection standards. 8. Are there provisions for the testing of the rewritten content against user needs (an audience panel for example) and if so, who does this testing responsibility lie with? We are planning to test content with customers as part of the process, although how this is performed is still to be determined. However, given the volume of pages, we will need to be selective on which pages / services are tested. Responsibility for this will reside with the internal E Services Team. 9. Is there an expectation that the pages will be pair written on-site with subject matter experts? We are currently working with subject matter experts to understand objectives and tasks for their pages / services, and to ensure current content is accurate. This should be completed by the time the migration team starts. We would prefer the team to work on site, but are happy to be flexible. 10. How do you currently measure the success of the pages and will those measurements be carried over into the new pages for comparison? Our approach to success measures for pages / services on the new site is currently being determined, with success measures for the current / previous site being insufficient. A direct comparison between old and new will not be viable, but new measures directly linked to business objectives will be in place for the new site, and provide a basis for future developments, edits and iterations. 11. Please can you advise who delivered the UX, Content Strategy, Digital Toolkit and Information Architecture? The initial UX work was led by Fluent Interaction with our own staff shadowing them, UX since then has been led in-house. Fluent also produced the digital toolkit. Content Press Ltd produced the Content Strategy. The information architecture has been led in-house. 12. Have you estimated the size of the team required to deliver the work? Yes pre-market research suggests a team of 6 although we are clearly to be guided on this by suppliers as we expect methodolgy etc to vary. The figure is based on the timeframe we are working to plus the number of pages we have to migrate. 13. To confirm, will the content come with a user need/objective(s) and be fact-checked prior to rewrite? Post-rewrite, who does the responsibility for liaising with subject matter experts for sign-off sit with? Outline business objectives and user tasks will be ready prior to rewrite. Current pages will be fact-checked and accurate before rewrite. We would expect the migration team to liaise with subject matter experts (ie staff individual services) to get sign-off on accuracy, although we will ensure they are expecting this and able to respond quickly. Final sign-off for a page would sit with the internal E Services Team. 14. Have behaviour profiles been created as an output of the research? No they haven't. 15. What type of research was conducted to identify the issues with the existing site? Primarily an extensive programme of face-to-face task-focused user testing and interviews with customers. However, we also have website comments and some limited business performance data. 16. 1) What are the content areas you are looking at rewriting?2) What is the approximate volume of content per page?3) Why is the rewriting being done?4) Is there Tone of Voice development/consulting work required as part of the tender? 1. The content areas cover all aspects of the authority's business. You can see this by visiting our current website www.warwickshire.gov.uk2. The content size varies from service to service so we can't give a definitive answer to this.3. We are changing our authoring model, at the present content is written by a large number of people from across the authority (mainly based within individual services) which has led to a wide variation in content. We are moving to content being written centrally.4. No this will be set in conjunction with our Marcomms Team.