RBGKEW1039 Development, support and hosting for Magento site

Tender description

Summary of the work Improving RBG Kew's online commercial offering, through continuous improvements to shop.kew.org and associated digital products. Expected Contract Length 2 years Latest start date Thursday 1 September 2022 Why the Work is Being Done Royal Botanic Gardens, Kew is a world leading plant science and conservation organisation, with two botanic gardens - Kew Gardens in London and Wakehurst in Sussex. Kew Gardens is a UNESCO World Heritage Site and leading visitor attraction, welcoming 2m visitors in 2018/19. Wakehurst is our wild botanic garden and welcomes over 300,000 visitors per year. We are looking for an agency to work with us on continuing to improve RBG Kew's online shop offering, including the continuous improvement of the site, developing new digital products and services and supporting the end to end ordering process. This will include hosting. Problem to Be Solved We're looking for a development partner to work with us to maintain and improve shop.kew.org (currently Magento 2 Open sources) and associated third party integrations and work flows. Over the next 1-3 years, we are improving our back-end visitor systems which will enable significant improvements to customer journeys across the digital estate, helping simplify the user experience and improve RBG Kew’s holistic view of its users Who Are the Users As a potential online shopper: information about products and offers, tailored to my preferences As a existing customer: ability check order and delivery status, request refund and returns As a member: information on special offers only available to members As a content producer: reliable and intuitive CMS to build product pages As head of commercial: scalable and flexible system and hosting to optimise trading at peak times As IT manager: ensure it is a secure site Early Market Engagement Our existing supplier is aware of our roadmap Work Already Done This contract is to continue the support and development of the existing shop site. The site was upgraded to Magento 2 Open Source in 2020 and since then further integration work with the ERP has been undertaken Existing Team You'll be working primarily with RBG Kew's Digital Experience team including Product and Design Managers, Content Managers and Content Producers. The other main internal users is the commercial team including Head of Commercial, Commercial Executives etc Current Phase Live Skills & Experience • Demonstrate a proven track record of developing and maintaining Magento 2 Open Source platform for large organisation with complex product ranges and suppliers • Experience of agile ways of working in conjunction with in-house teams: design, content, product, commercial and IT • Excellent knowledge and skills of integrating with ERP, CRM and marketing systems e.g. Dynamics, DotMailer • Experience of developing integrations and processes to provide shipping solutions from multiple warehouses and courier services • Experience of working with different payment providers and migrating from one to another e.g. Opayo, Paypal, Stripe, Adeyn • Experience of managing a support agreement with a large complex organisation with competing priorities, setting and achieving Service Level Agreement on tickets. • Experience of providing account management, transparent issue tracking and proactively managing their solutions as well as suggested updates and fixes • Experience and commitment to develop and test all products to meet WCAG 2.1 AA accessibility standards • Capability to increase support during peak trading times, and capacity to grow with the business • Experience of hosting websites as a core part of the business, setting and meeting SLAs • Demonstrate how you proactively monitor performance and security 24/7, upgrades and patching • Demonstrate how platform will respond to increased traffic and transactions, both at known peak trading times and unexpected events • Capability to support multiple test environments with different purposes to support development and testing which are kept in line with production. Ability to spin up new environment as required Nice to Haves • Experience and knowledge of international shipping integrations • Knowledge and experience of Omnichannel Retailing Work Location Royal Botanic Gardens, Kew and remotely Working Arrangments We expect to negotiate a flexible arrangement with the supplier and believe it is important to have regular face-to-face meetings when government guidelines on COVID19 allow. When in the midst of ongoing sprints, we would like to explore co-locating on a regular basis (once a week or once a fortnight) - this can take place either on site at RBG Kew or at the supplier's offices. No. of Suppliers to Evaluate 6 Proposal Criteria • Please provide an overview of any improvement opportunities you can identify that could improve user journeys and increase revenue, and what are the dependencies/challenges of a project like this. (4) • Provide an outline of what you think makes a successful agency/client partnership, and provide an example of where you feel you have achieved this (4) • rovide evidence of a technical integration project you have worked on and some of the issues you solved (6) • Please include skills and experience of the team we would actually be working regularly with. Please provide your rate card for these roles and any others which are relevant (4) • Please give an example on how you manage continual improvements and release cycles on a live site? (6) • Please outline your approach to sprint planning and delivery working with inhouse multi-disciplinary team i.e. product, design and content. Please give an example of this with a client (6) • Provide an example of how you have delivered excellent hosting solution for an customer (8) • Demonstrate how you develop accessible products and validate the code against WCAG 2.1 AA (6) • Give an outline of your approach to testing (both functional and technical), which explains your approach to testing new features before they are released. (6) • Detail your approach to ongoing maintenance/support of websites, outlining your SLA and how issues are handled. Include an example of how this works with an existing client. (8) Cultural Fit Criteria • Demonstrate understanding of the different and competing priorities faced by complex non-profit organisations (6) • Demonstrate an evidence-driven approach with an example of where you have used analytics or user research to influence outcomes (4) • Provide evidence of supporting an in-house digital team with stakeholder engagement to deliver solutions that meet both user and business needs (4) • Provide evidence of working with clients transparently to show clarity over spend/hours worked and delivering excellent value for money (3) • Provide an example of where you have co-located with a team - either at client-site or in your offices (this could be on a part-time basis) (3) Payment Approach Capped time and materials Assessment Method • Reference • Presentation Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers 1. Conscious that this is a 2 year contract and as such is there a relative budget associated to this work? Maximum of £280,000 over two years - to cover significant improvements to our core customer journeys and ongoing improvements to existing properties as well as support and maintenance - exact spend to be agreed in separate smaller statements of work.