South London and Maudsley NHS Foundation Trust - website redevelopment project

Tender description

Why the Work is Being Done Our website needs to reflect our reputation and established brand. Patient focus is essential, with the opportunity to empower people with the tools they need to access our services. A site with an emphasis on outcomes and quality for patients is important; it will be led by clearly defined user journeys for our audiences, helping people find relevant content quickly and easily. The project will involve merging technology on two existing websites into one new site. This will be the first step in migrating in a wider web estate. Problem to Be Solved Due to lack of investment our current website uses old technology, limiting innovation, functionality and resilience. We require a future-proofed solution that allows for growth and innovation, and accommodates aspects of existing functionality. Given the limitations of our current offer, trust has amassed 25+ microsites with mixed governance. This makes consistent content control, hosting, security and maintenance very difficult to manage. Our mid-to-long-term ambition (beyond scope of initial project) is to consolidate our entire web estate. We therefore require a CMS that can create and manage microsites with enough flexibility to meet the needs of a wide variety of specification. Who Are the Users We’re a complex organisation seen as many different things by different user groups. The key to the success of this project is enabling the right people to find the right information. Our priority will always be to our patients (divided into three main areas of children and adolescents, adults and older adults) but we’re also a ‘go to’ for many other organisations including local authority partners, researchers and academics. We’re also marketing our services nationally and internationally so a key audience is ‘new business’ and helping people to discover and access our services. Early Market Engagement We have had some initial contact with providers of other NHS trust websites Work Already Done Limited gathering of documentation and early discussion about proposed goverance. Existing Team Supplier's main contacts will be the Digital Communications Manger and Head of Communications. The website content is managed by the Digital Communications Manager with support from a small Communications team. The Digital Services department provide low level technical and security support, including hosting. (Technical maintenance provided by current supplier.) Current Phase Not started Work Location South London and Maudsly NHS Foundation Trust, Maudsley Hospital, Denmark Hill, Camberwell, London SE5 8AZ. Working Arrangments Mainly off-site, with visits to our offices as required by the project. Security Clearance Not required Additional T&Cs N/A Skills & Experience Significant, demonstrable experience in full life-cycle of the development of large, public-facing, responsive websites Full service digital agency with a full range of roles including design, IA, UX, technical, content strategy, project management, analytics, SEO Experience running UX design workshops to understand needs, agile user testing, to make sure the site meets the needs established at UX and design stage Evidence providing a 24-hour support service, including service desk, account manager function and examples of long-term (3+ years) relationships with clients Expert SEO skills and ability to advise on best practice, particularly around new search technologies Excellent knowledge of the cms market with a client-centred approach to CMS selection Ability to deliver high quality but low technical maintenance websites Delivering effective training on the use of CMS training for different levels of publishers, initially for superuser and advanced publishers Evidence designing websites that support digital inclusion and content types that optimise engagement Demonstrate effective options for integration with other websites and systems, including payment platforms, recruitment sites, SharePoint intranet pages Ability to create template microsites within the same domain that require light touch support dedicated, unique full microsites with high levels of customisation, separate domains, all within same CMS Compliance with government’s accessibility standards for public sector websites, WCAG 2.1 AA (without compromising design quality) GDPR and other EU regulations Setting up and optimising sites for continued improvement using Google Analytics, Tag Manager incorporation, including out of box modules and advanced functionality (event tracking, search analysis, dashboard) Fully supported hosting environment signed up to the 'Data Security and Protection toolkit' https://www.dsptoolkit.nhs.uk/, formal registration reference Iso27001 accreditation, including subcontracted hosting provider Demonstrate strong security checking for staff working with trust information and data Demonstrate process for keeping application components up to date Demonstrate recent pen test for systems as they relate CMS and security products that monitor real time cyber-attacks, demonstrating example security incident management plan Nice to Haves Can provide options for translation Can explore options for personalisation and user authentication Can include integration of heat mapping analysis tools An option to explore advertising to create revenue Expertise in the use of websites and digital channels to support recruitment No. of Suppliers to Evaluate 5 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 We are looking to appoint a partner company that can demonstrate to us that they are thinking about our future Will need the expertise and experience to understand emerging technology that will make a difference to our user While we want to be a leader in NHS technology, we also want to make sure we are only taking advantage of technology that adds true value 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 Evaluation Weighting Technical competence 60% Cultural fit 15% Price 25% Questions from Suppliers Budget range £80-90k – to include delivery of all the requirements of the initial site development, project managemnet, training and microsite templating (capital), followed by hosting, maintenance and support (revenue), with a total contract duration of three years.