govDelivery Digital Communications Platform - Granicus-Firmstep Limited

Tender description

This project delivers a secure, scalable, and GDPR-compliant email communication system for over 77,000 residents, supporting 257,649 active subscriptions across a range of service categories. The system ensures high deliverability, accessibility, and personalisation, enabling effective public engagement and service updates from the council. Objectives: Deliver timely, relevant, and targeted communications to residents. Ensure full compliance with UK GDPR, including clear consent management and opt-out mechanisms. Provide accessible formats in line with Web Content Accessibility Guidelines (WCAG 2.1 AA). Support multiple subscription topics per user, including alerts, newsletters, and service updates. Improve reach, engagement, and satisfaction across all demographic groups. Key Features: Audience Segmentation: Customisable lists allow residents to subscribe to multiple topics (e.g., planning, waste collection, local events). Scalable Architecture: Supports >250,000 active topic subscriptions with dynamic load balancing for peak demand (e.g., emergencies). Email Platform Integration: Built on a trusted bulk email provider (e.g., GovDelivery, Mailchimp, or Granicus) with real-time analytics, A/B testing, and automated delivery paths. GDPR Compliance: Double opt-in process. Audit trail of consents. Easy-to-use data access and deletion requests. Subject access requests and unsubscribe management. Accessibility: Emails formatted for screen readers. Plain English summaries. Mobile-responsive design. Data Management: Encrypted storage and secure APIs. Synchronised with council CRM and web forms. Daily/weekly syncs for new users or changes.