Company website including booking and payment system

Tender description

Summary of the work To develop a simple one-stop shop online. The objective is to allow customers to go online to book and purchase our commercial services or request a quotation for quoted services. Customers will go to one place online to purchase our commercial services and have a seamless booking and purchase experience. Expected Contract Length 3 MONTHS Latest start date Wednesday 31 July 2019 Why the Work is Being Done To develop a simple one-stop shop online. The objective is to allow customers to go online to book and purchase our commercial services or request a quotation for quoted services. Customers will go to one place online to purchase our commercial services and have a seamless booking and purchase experience. They will receive immediate confirmation of any appointments and payments made and easily be able to update and change their bookings. Problem to Be Solved Though the current website supported the growth of the business it is limited in its functionality as is to closely linked to restrictive Council systems (Firmsteps/SAP/My Account etc). This leads to a slow customer journey. Not all services are fully automated as yet and the diary and calendar is not fully integrated across all services. Payment systems are restrictive as is customer feedback. Who Are the Users Customers will go to one place online to purchase our commercial services and have a seamless booking and purchase experience. They will receive immediate confirmation of any appointments and payments made and easily be able to update and change their bookings. Early Market Engagement Current website https://walthamforestservicestore.co.uk/ Work Already Done Key system functionality 1) Simple booking system – book slots, little or no intelligence required in calendar, customer to manage changes (time limited) 2) Simple trusted payment system 3) Customer feedback captured - to enable insight driven improvements 4) Easy to extend and modify services – to enable piloting and quick response to market demand 5) Customer option to create account or gust log in at final stage 6) Good access to data for regular reporting and management 7) Full back office access Existing Team Internal digital team Current Phase Live Skills & Experience • Building websites • Customer journey mapping • Booking & Payment system integration • Data and marketing Work Location N/A Working Arrangments Outcome based No. of Suppliers to Evaluate 3 Proposal Criteria • Technical solution • Estimated time frame • Vlaue for money • How approach meets criteria of organisation Cultural Fit Criteria • Be transparent and collaborative • No blame culture • Share knowledge • Work with clients with low technical expertise Payment Approach Fixed price Evaluation Weighting Technical competence 50% Cultural fit 10% Price 40% Questions from Suppliers 1. Are you looking at improving the user-journey in the existing web site or start from scratch? Start from scratch 2. The contract length is 3 months – Will your internal team take care of the site afterwards? The service is open to discussion on this once the specification is agreed 3. Will the agency be taking care of the project management or just the development? Both management and development 4. The tender lists key features that seem to be done? Ideas have been generated around key features but this is not an exhaustive list 5. Does your organisation already utilise your preferred payment method? Currently use Worldpay, Civica Icon and Square. Not wedded to any payment system. 6. What kind of payment methods would your organisation prefer ? Open to discussions, see previous answer regarding payment methods 7. Can you share the percent of mobile/tablet/desktop usage of the current system? This data is not available but feeling is majority is tablet/mobile 8. Do you have a test user-account so we can assess the current user experience and payment system? Not currently 9. Under the section heading "Any work that’s already been done" you list seven points. It seems like this is actually work that needs to be done – is this an error, of have you actually completed points 1–7? This work will need to be completed again 10. Do you have a budget range set aside for this? We suspect bids will vary widely and a steer on cost will be helpful in determining the amount of resource we can put into the project. The Board will judge bids on technical match and costs. Budget will be allocated once accepted bid is decided 11. Are you looking to include some initial customer research to inform the design of the site? What is the proposed budget or day rate for this work? We have the customer design work completed.We are looking for a complete price not day rates. 12. Do you have an indicative budget? See previous answers 13. What is your budget for this task please? Please see previous answersWe are after competitive bids 14. What technology/platform has been used to build these features? Current platform built on Drupal 15. Working arrangement is Outcome based – can you please elaborate a bit more? Does it mean that you will share a task/module and then expect the agency to complete that before giving another one? The requirement is that the successful bidder builds the required product from start to finish 16. Please, can you provide more detail on what you mean/expect from the requirement to "Data and Marketing?" We need to have an intelligence led approach t our marketing strategy. 17. Do you have a preferred toolset on which the solution should be based? No, please come up with the solution which considers information security as well as API for sending and receiving information to other systems for processing purpose for example bookings and payments. 18. Can you provide more detail on the what you require under essential skills of 'data and marketing'? We need an intelligence led approach for marketing services across the Borough. 19. You say the current system is restricted by its close link with restrictive Council systems. Is the new system to be untethered from existing systems and be completely independent? Or are some relationships with existing systems to be maintained? And if so, which ones? The system has to run independently from Council system, however we are required to send and receiving securely for completing process.