Guy's and St Thomas' NHS Foundation Trust – website redevelopment project

Tender description

Why the Work is Being Done The Guy’s and St Thomas’ website is often the first point of contact people have with us as a Trust. It is how our patients and the public find out who we are, what we do and where to find us. Its accuracy and value underpins our reputation for excellent patient care and high performance. We need a modern, responsive website which will help us to communicate effectively with our patients and the public, provide GPs with up-to-date referral information, promote our successes, engage with stakeholders and provide accountability to our members. Problem to Be Solved "Our site was last redeveloped in 2011 and many of the elements – design, structure, functionality, user experience – are no longer fit for purpose. The site has also grown significantly and is now complex to navigate and difficult to manage. We want to redevelop our site in order to offer: - an improved experience for website users - improved performance of the website on different devices - improved support for recruitment - more effective use of centrally available content and tools provided via NHS Digital and the NHS website - compliance with GDPR and EU accessibility standards " Who Are the Users "Users include: patients, their families and carers, the public and visitors, Foundation Trust members, job seekers, media, local stakeholders, and other health professionals. The site must be simple to use and to navigate, feature content which is easy to understand, informative and engaging, and be underpinned by an effective search function. In the medium term, the site will be required to offer patients a single point of access to automated tools and services (eg access to appointment systems, health records, etc) which will be delivered via separate systems." Early Market Engagement We have had some initial contact with providers of other NHS trust websites Work Already Done Limited to site analytics and survey results Existing Team The website is managed by a small, in-house digital communications team. The supplier will be working with a project team headed by the director of communications Current Phase Not started Work Location Guy's and St Thomas' NHS Foundation Trust, St Thomas' Hospital, Westminster Bridge Road, London SE1 7EH Working Arrangments Mainly off-site, with visits to our offices as required by the project Security Clearance Not required Additional T&Cs NA Skills & Experience Significant, demonstrable experience in the full life-cycle of the development of large, public-facing, responsive websites (discovery/user research, stakeholder management, design, build, content creation/migration, site launch, hosting, maintenance, support) Full service digital agency with a full range of roles including IA, UX, technical, content strategy, project management, analytics, SEO Experience of delivering innovative website projects that have transformed the online experience for users Experience of working with large NHS or public-sector organisations and knowledge of the health technology environment Demonstrable examples of long-term (3+ years) relationships with satisfied clients Excellent knowledge of the content management system market with a client-centred approach to CMS selection Evidence of developing sites which comply with WCAG 2.0 and GDPR regulations, together with knowledge of WCAG 2.1 and EU regulations for public sector websites Evidence of designing websites which support digital inclusion Evidence of creating content which optimises engagement and meets effective standards of usability and accessibility Expert in setting up and optimising sites for continued improvement using Google analytics, heat mapping and other tools and in analysing results to deliver actionable insights Expert SEO skills and the ability to advise on best practice, particularly around new search technologies eg voice Ability to deliver high quality but low technical maintenance websites Experts in configuring and implementing effective on-site search tools Evidence of delivering effective training on the use of the CMS Evidence of successful integrations of websites with other applications Evidence of hosting, supporting and maintaining websites, including offering a fully replicated development environment for testing upgrades and configuration changes Evidence of providing a customer support service, including service desk, and an account manager function All hosting services must be signed up to the 'Data Security and Protection toolkit' https://www.dsptoolkit.nhs.uk/ and a formal registration reference should be provided for verification Nice to Haves Knowledge of NHS identity guidelines and evolving technical standards from NHS Digital Experience of delivering intranet projects of a similar scale Expertise in the use of websites and digital channels to support recruitment Experience of advising on and developing microsites aligned to a parent site No. of Suppliers to Evaluate 6 Proposal Criteria How the approach meets our needs and those of our users Previous experience of similar projects Previous experience of working with NHS or public sector organisations Team structure, roles and responsibilities, knowledge and experience Costs and value for money Proposed timescales and indicative project plan Project management approach/methodology, including management of risks Hosting, maintenance and support arrangements Cultural Fit Criteria Works as a team with our organisation and other suppliers where necessary Ready to challenge the status quo Champions equality, diversity and digital inclusion Is innovative and forward thinking Shares knowledge and experience with clients Provides honest and expert feedback Uses innovative, cost effective techniques to engage website users Takes responsibility for the quality of their work Transparent and collaborative when making decisions Works well with clients of varying technical expertise Able to demonstrate the value of their approach and understands the value of data and analytics Payment Approach Capped time and materials Assessment Method Written proposal Case study Work history Reference Presentation Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers Budget range between 150-175k – to include delivery of all the requirements of the initial site development followed by hosting, maintenance and support, with a total contract duration of two years