Discovery, UX and design for a new digital platform to better serve the residents of Brent

Tender description

Why the Work is Being Done The redevelopment of the website is part of a wider digital transformation programme aimed at modernising Brent’s online services to enable Brent’s citizens to independently complete transactions when and where it is most convenient for them. The current website was developed more than five years ago on a CMS that is no longer fit for purpose. As such, it has failed to keep pace with latest developments and best practice in user and digital design. The site needs to be more streamlined, responsive, accessible and intuitive so our citizens can find what they need and more effectively serve their needs. Problem to Be Solved The first phase of this project will focus on researching, analysing and designing a user experience for a digital platform that will: - put citizens more in control of the relationship they have with the Council by giving them quick and easy access to the information they need - enable users to self-serve more efficiently, directing them to core services that they can transact with online - provide a communications channel that informs, educates and inspires residents about the work and impact of the Council - lay the foundations for the development of a new CMS upon which the website will be built. Who Are the Users Brent Council serves 324,000 residents that live and work within the Borough, along with 14,700 businesses and the thousands of day, overnight and international visitors. Our users are all seeking to find information or to transact with one or more of the council’s services 300+ services, including: - Report a missed refuse collection - Find out what parking restrictions apply during a Wembley event - Register a birth - Comment on a planning application - Notify the council of a change in circumstance - Pay their council tax - Find out about the local library - Apply for a school place Early Market Engagement Work Already Done Customer experience survey of more than 2,000 users. Content audit for website. Existing Team The internal project team would consist of Product Owner, Digital Customer Experience Manager, Website Content designers, Project Manager, Digital Transformation Project Lead and Communications. The successful supplier will be expected to engage with local residents and a broad range of internal stakeholders including, Cabinet members, Senior Council Management, Heads of Service, Service Managers and the Digital Transformation team. Current Phase Discovery Work Location The majority of this work should take place at the London Borough of Brent Civic Centre office in Wembley (HA9 0FJ). Working Arrangments We would expect a mix of on-site and off-site working with most of the project work taking place largely off-site at supplier's location. Regular meetings and workshops should be held at LBB's offices and the chosen agency would need to fully integrate with our team, share their knowledge and insight; work in an open and transparent way and demonstrate good agile product delivery practice. Security Clearance Additional T&Cs As London Living Wage accredited organisations, the authorities will require a contractual commitment to the payment of this. Skills & Experience Have experience of redesigning and relaunching large, information-rich websites, which are platform agnostic Have experience working with internal and external stakeholders to gain solid, actionable insights, alongside data analytics expertise Have experience of mapping business requirements based on user needs, and developing user journeys, stories, personas and wireframes for key content pages/types Have experience of conducting user testing at all levels of the design process Have digital design expertise and be able to provide evidence of visually engaging, customer-first websites that have transformed the online experience for users Have experience of developing sites which comply with WCAG 2.0 and GDPR regulations, together with knowledge of WCAG 2.1 AA and EU regulations for public sector websites Have experience of working on digital projects within a local government environment Nice to Haves Have experience of engagement as a full service digital agency with a full range of roles including IA, UX, technical, content strategy, project management, analytics, SEO Have experience of supporting complex, large organisations through programmes of digital change Have excellent knowledge of the content management system market with a client-centred approach to CMS selection Have experience of designing websites which support digital inclusion Have experience of developing long-term (3+ years) relationships with satisfied clients No. of Suppliers to Evaluate 5 Proposal Criteria Approach to working with Brent Council to design and deliver this project as set out in this specification (20%) Experience of delivering this type of work, in relation to local government or public sector (15%) Managing the project to ensure it is delivered within the timescales set out in the specification (8%) Capability and experience that will enable the required outputs (8%) Smooth and effective handover of the project output to a development partner (4%) Cultural Fit Criteria Co-working with internal staff and external suppliers (3%) Approach to solving problems as they occur (2%) Payment Approach Fixed price Assessment Method Case study Work history Reference Presentation Evaluation Weighting Technical competence 55% Cultural fit 5% Price 40% Questions from Suppliers No questions have been answered yet Budget range £50,000 - £60,000