Cambridge University Hospitals NHS Foundation Trust - Website redeveloment project

Tender description

Why the Work is Being Done Our website is a key communications tool, often the first point of contact for information about the Trust. It is important that we deliver a responsive website that is informative, easy to navigate and useful for patients and other stakeholders. It must be modern, easy to understand and a consistent experience for those engaging with our services online, creating an environment that allows easier collaboration with our people and hospital. It must also reflect the emotion that comes with the hospital, providing reassurance both to patients, families and carers, and deliver a road map for other Cambridge University Hospitals NHS Foundation Trust (CUH) websites to be integrated onto the platform in the future. Problem to Be Solved Originally launched in 2008, it was at the time a good example of a clean, well-organised website that enabled the Trust to showcase work from across departments alongside access to advice and support content. The organic growth has resulted in an inconsistent and confusing experience for our user. We want to redevelop our site using open source and open standards in order to offer an improved experience for our users, improved performance on multiple devices, effective use (integration) of national content provided by NHS Digital, Compliance with GDPR and EU accessibility standards. Who Are the Users The website must provide a solution that enables patients to find out how to get to appointments using way-finding tools. Information about the individual/service/department in charge of care. Access to local community services directory to help with recovery, health and well-being. Advice and information about conditions at a time that suits them (24/7). They should be able say how they are feeling and what concerns are so that they can receive information to help them understand condition and reduce anxiety. Patients need to be able to self-refer online to help departments manage bookings effectively. People wanting to get in touch with CUH must be able to do so in a secure way. We want to show our patients what kind of research we do and why it matters, so that they are confident and willing to take part in medical research studies. We want to demonstrate to clinicians, academics and researchers that CUH has a thriving research portfolio to attract them to come and work here. We want to demonstrate to potential biomedical industry that CUH runs effective and efficient research programmes and is therefore good to partner with/invest in. Early Market Engagement We have had some initial conversations with suppliers of other NHS websites to find out more about websites and specifically the Content Management Systems that power the websites. Work Already Done We have undertaken an initial user research as part of the discovery phase of this project to understand what type of website we need to deliver to best serve our audiences. We have engaged with patients, visitors, families, internal stakeholders and partners through an online survey, face-to-face workshops and individual conversations to inform the specification of a new CUH website. In addition, we have researched other organisations including NHS and public sector organisations to develop a good understanding of the level of opportunity for The Trust. Existing Team The website is managed by a small in-house Digital communications team. The supplier will be working with this team to complete the project. Current Phase Discovery Work Location Cambridge University Hospitals NHS Foundation Trust, Hills Road, Cambridge, CB2 0QQ Working Arrangments Mainly off-site, with visits to our offices as required by the project. Security Clearance Not required Additional T&Cs https://www.gov.uk/guidance/terms-and-conditions-of-digital-marketplace-frameworks Skills & Experience Experience in full life-cycle of the development of large, public-facing, responsive websites using open-source technology and open standards (discovery, stakeholder management, design, build, content creation, 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, balancing function with creativity and modern design to set the website apart from others Evidence of creating content and imagery that supports and enhances design by capturing the emotion of a particular subject, providing reassurance to those people using hospital services online 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 'open source' content management system market with a client-centered 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 Experience of creating website brand guidelines that set tone of voice, content and image style that fits with an organisations corporate identity 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 e.g. conversational AI 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 developing websites that follow the principles of GDS and NHS Digital Service Manual Evidence of creative and modern website design supported by a mobile first approach 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 micro sites aligned to a parent site Experience of delivering reusable templates that can be re-purposed and used on specific areas of a website Experience of implementing third party accessibility and website governance software Experience of using video, images and other media to enhance websites 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 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, creative 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 55% Cultural fit 15% Price 30% Questions from Suppliers No questions have been answered yet Budget range up to 150k over the duration of the project. to include delivery of all requirements of the initial site development, and the hosting, maintenance and support over the 24 month period.