Webfirst

Tender description

Webfirst is the name given to our ongoing project to re-design our telecoms complaints capture part of Ofcom’s external website in order to improve its usability and functionality. The primary objective of the project is to develop an enhanced web solution for consumers with regard to telecommunications in order to: • Encourage migration of telecoms complaints and enquiries to the web, reducing the number of telecoms calls to the Consumer Contact Team (call centre) by 50% against 2010/11 figures; • Improve the online customer experience; • Ensure that we capture high quality data adequate for publishing complaints statistics; • Inform our policy and enforcement activities; and • Enhance our support by providing a route for consumers out of office hours. The new web solution must allow consumers to follow a single navigation structure to get advice on any telecommunications issue and to submit a complaint. The navigation structure will be aligned to Ofcom’s underlying categorisation of consumer complaints, and a pre-existing ‘decision tree’ structure developed as a prototype for us recently by a third party organisation. We have previously procured the functional design element of this project, and, as such, have a working prototype and a set of graphic design templates upon which we wish to base the solution. The successful Tenderer will be required to take our outline prototype and graphic designs, and to define and to build a dynamic and flexible web solution against this, creating accessible templates, as well as to integrate it with our existing systems.