Build, host and support WCC and RBKC websites on Drupal 8

Tender description

Why the Work is Being Done Both websites need to be re-platformed from Drupal 7 to Drupal 8. Online customer experience is inconsistent and lacks uniform standards; online information can be out of date, inaccurate, hard to find, inaccessible; lack of knowledge and understanding of customer behaviour to drive decisions based on data; customers can’t access all the services they need to online; customers find inconsistencies between online and other channel offerings. To manage our digital estate better, reduce the number of CMS and third-party systems we have and utilise as many of Drupal's features as possible so that we do not need to buy in services or platforms from third parties. Problem to Be Solved The new corporate websites will act as the primary customer-facing channels of our customer services programmes, offering convenient access and encouraging self-service. This project will deliver already designed user-centred, mobile responsive and accessible websites, moving from Drupal 7 to Drupal 8. Provide the ability for WCC/RBKC to access additional website instances for associated sites with unique URLs (microsites and other sites). The web CMS must be hosted, highly usable, and provide multi-channel support. Each site must be provided with multiple environments. As a minimum, Development, Test, Staging and production environments. A testing environment should also be available completely outside the new hosting arrangements for testing infrastructure and hosted architecture problems, as well as Deep Penetration Testing so that it doesn't affect our live websites. Who Are the Users Our audience is made up of residents, visitors, councillors, staff, businesses and partners. A full segmentation of audience is available. Some examples of usage are: Residents use our website for finding their bin collection day or paying fines and licences; councillors look for information on council meetings and minutes; staff use the site to provide customers with information; developers and investors for planning applications; businesses use our website to find events, support and apply for grants and funding as well as apply for licences. Early Market Engagement We have spoken to a number of suppliers and a number of public sector organisations. Work Already Done Both councils have broken down their web refresh projects into three phases, two of which are already complete; Discovery, For Alpha, RBKC re-designed their front-end look and feel, UX and UI and IA, and implemented it on their existing Drupal 7 site. WCC engaged in intensive user testing and have come up with new template designs, UX, UI and IA which are technology agnostic. Documentation of all work, including backlogs, will be provided to shortlisted candidates. Existing Team Content Management team, Web Project Manager, Customer Experience and Digital Programme Manager, Web Business analyst,Digital Communications Officer, UX Lead. Current Phase Alpha Work Location WCC City Hall and RBKC Horton Street (pending re-opening of these offices due to Covid-19 epidemic). Suppliers can work remotely, but if offices re-open during the course of the project they will be expected to attend an initiation meeting, scheduled Sprint Planning meetings and Sprint review meetings and show and tells. Otherwise, all work can be done remotely. Working Arrangments On-site for kick-off meetings and face-to-face meetings for key tasks, to ensure swift issue resolution, project milestones achievement, and timescales remain on target. Additional onsite meetings as required. Otherwise, off-site conference calls and weekly reports. Security Clearance BPSS Additional T&Cs Skills & Experience Building and supporting at least two robust, scalable, high availability, Azure-hosted (or otherwise cloud based) websites on Drupal 8. Building a highly usable and intuitive back office web CMS for content management and publication, which scales to handle large volumes of data, in a variety of content format types. CMS Security admin and access control, allowing authorised users to perform full operations on all data and objects related to website activities (page creation, navigation, content publication, integration). Creating additional Web CMS instances for new independent websites using the same platform, having their own identity and styling. Providing business continuity processes and procedures ensuring minimal service disruption; having effective disaster recovery procedures; with high availability service levels of operational uptime Testing of website (accessibility and usability), throughout design and development cycle using a range of devices and assistive technology used by their various audiences. Successfully complying with and following relevant ISO standards and guidelines for cloud services and information security. Website personalisation allowing users to view relevant content of specific interest. Nice to Haves Providing functionality within the website (CMS) features to facilitate collaboration and knowledge sharing with relevant stakeholders, partners and users. Have context awareness through past user behaviour and choice, to make data driven decisions to help guide the user’s journey and deliver relevant content. Provide expertise regarding Conversion Rate Optimisation (CRO) best practices to help increase visitor usage of our corporate website, and SEO techniques. Have business intelligence and site analytics capabilities (website data, performance monitoring and optimisation, journey analytics, usage and browsing traffic activity) No. of Suppliers to Evaluate 5 Proposal Criteria How the solution meets our essential requirements, showing a clear understanding of our brief. Technical solution offered with two previous examples of successfully delivering and implementing in a public sector local government organisation of equivalent scale and one example of an e-commerce site. Approach and methodology, with capacity to successfully deliver within our completion timeframe of October 2020. Proactively identify risks and dependencies highlighting approaches to managing these with innovative alternatives (that doesn’t add or increase project timelines and/or costs) but adds value and reduces risk. Value for money Risks and dependencies Cultural Fit Criteria Work as part of a multidisciplinary team with WCC and RBKC Take responsibility for delivery of work,and build positive successful relationships by sharing knowledge and experiences. Be transparent, collaborative, and innovative in terms of problem solving and decision making. Payment Approach Fixed price Assessment Method Work history Presentation Evaluation Weighting Technical competence 64% Cultural fit 11% Price 25% Questions from Suppliers No questions have been answered yet Budget range circa £278,500 for build. in addition, it is expected that annual support and maintenance costs of all sites will not exceed £75,000.