Luton Council

Luton Council - Website Design / Upgrade Consultancy Work July 19

Incomplete applications

16
Incomplete applications
14 SME, 2 large

Completed applications

28
Completed applications
26 SME, 2 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Friday 12 July 2019
Deadline for asking questions Friday 19 July 2019 at 11:59pm GMT
Closing date for applications Friday 26 July 2019 at 11:59pm GMT

Overview

Overview
Opportunity attribute name Opportunity attribute value
Summary of the work The Council is looking to engage a consultant to undertake a Discovery phase for Luton Council’s website, including mapping business requirements, users and needs, navigation, content and UX resulting in a report (and any other outputs) with actionable recommendations and requirements for the redevelopment of the site and CMS platform
Latest start date Monday 23 September 2019
Expected contract length 16 weeks
Location East of England
Organisation the work is for Luton Council
Budget range We have a indicative, budget approval , spend of £60K

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done The Council is looking to engage a consultant to undertake a Discovery phase for Luton Council’s website, including mapping business requirements, users and needs, navigation, content and UX resulting in a report (and any other outputs) with actionable recommendations and requirements for the redevelopment of the site and CMS platform

Our website is currently built on SharePoint 2010 ,has had little significant development and in many areas and appears outdated as a result. Improvements are required to keep pace with user needs. We wish to move to a new platform, will involve substantial redevelopment work.
Problem to be solved A public facing website re-design, to meet audience/ residents needs. Visual identity to match corporate brand look and feel; overall usability to GDS standards and guidelines.
The discovery phase output:
• user persona and high-level user needs – informed by our current users
• a draft information architecture – informed by user stories and journeys
• wireframes for key content pages/types including the homepage
• review of brand look and feel
• accessibility requirements – an understanding of how to design an accessible service and approach for accessibility audit
• metrics to measure service success
include a suitable CMS platform
Who the users are and what they need to do 11.4.1 Summary of requirements , previous work undertaken by the Council and key contacts:
Who the users are and what they need to do Most of our customers are Luton residents or local businesses and:
- are looking for service information on our website
- transact with us
- find information about Luton
- engage with us
A generic user scenario would be:
As a Luton resident I need to find information, access my account and transact easily with Luton Council online on my device of choice so that I save time and money
Early market engagement No early market engagement taken place
Any work that’s already been done No discovery phase
Existing team 11.4.5 Existing team
• The team consists of the:
Strategic Digital Services Manager
Digital Strategy Implementation Programme Lead
Digital Project Manager/Analyst
Digital Development officers
Digital Lead -Content and Transaction Design officers
Current phase Not started

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place Luton - at a location to be advised
Working arrangements On site 3 days a week for face to face and team meetings
Security clearance No security clearance required

Additional information

Additional information
Opportunity attribute name Opportunity attribute value
Additional terms and conditions The Supplier will propose a Plan of Service with milestones of performance, which will be linked to payment – to be agreed by the Council at the point of contract signing

Payment Terms - 30 days from invoice date

The Client / Buyer reserves the right not to award a Contract

Please note no expenses will be covered

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Skills and experience
Opportunity attribute name Opportunity attribute value
Essential skills and experience
  • Experience of researching user needs through Discovery and Alpha phases, in line with the GDS assessment process,
  • Experience identifying users who require assisted digital services, including their respective needs and usage patterns.
  • . Experience in leading on Discovery phases to support written recommendations for site improvements across areas such as navigation, search, content, UX and brand identity etc.
  • Experience of mapping business requirements based on user needs, and developing user journeys, stories, personas and wireframes for key content pages/types including the homepage.
  • Experience of design and development of Information architecture informed by user stories and journeys.
  • . Have excellent understanding of WCAG 2.1 and experience of designing to at least AA level, and AAA where possible.
  • Evidence of making successful recommendations for implementation of suitable CMS platforms.
  • Experience of delivering the expected outcomes for the Discovery and potential Alpha phases
Nice-to-have skills and experience
  • • Experience of working with local authorities or other similar public sector organisations
  • Experience of Online transactional services

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 10
Proposal criteria
  • The Supplier will be able to demonstrate their Essential skills and experience
  • Experience of researching user needs through Discovery and Alpha phases, in line with the GDS assessment process
  • Experience in leading on Discovery phases to support written recommendations for site improvements across areas such as navigation, search, content, UX and brand identity etc
  • • Experience of mapping business requirements based on user needs, and developing user journeys, stories, personas and wireframes for key content pages/types including the homepage.
  • • Experience of design and development of Information architecture informed by user stories and journeys
  • • Have excellent understanding of WCAG 2.1 and experience of designing to at least AA level, and AAA where possible
  • • Evidence of making successful recommendations for implementation of suitable CMS platforms
  • • Experience of delivering the expected outcomes for the Discovery and potential Alpha phases
  • Capacity and Plan of Approach
  • • The Supplier will be able demonstrate its capacity and resource available to undertake the work within the Councils time scale
  • • The Supplier will provide a outline time table /plan with milestones of performance which will relate to the Councils phased payment process
  • The Supplier will demonstrate how they will comply with Luton’s Cultural fit criteria
  • • Work as a “one team” with our organisation and other suppliers
  • • Share knowledge and experience with other team members
  • • Agile and flexible to changing/uncertain requirements
  • • Transparent and collaborative when making decisions
  • • Able to establish credibility and rapport with Digital Services team, internal and external users
  • • Challenge the status quo
  • Please provide references details for 2 similar organisations contracts you have delivered including, contact details, name, the service delivered and spend
  • Interview : Supplier will be awarded marks based upon the outcome of their Quality Interview
Cultural fit criteria
  • The Supplier will demonstrate how they will comply with Luton’s Cultural fit criteria
  • • Work as a “one team” with our organisation and other suppliers
  • • Share knowledge and experience with other team members
  • • Agile and flexible to changing/uncertain requirements
  • • Transparent and collaborative when making decisions
  • • Able to establish credibility and rapport with Digital Services team, internal and external users
  • • Challenge the status quo
Payment approach Fixed price
Assessment methods Written proposal
Evaluation weighting

Technical competence

50%

Cultural fit

20%

Price

30%

Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. Is the proposed budget inclusive of VAT? No Exclusive of VAT
2. Are you looking to upgrade to SharePoint Online as part of this project, or will the council be seeking alternative technologies for the new website? We are looking to a specialist , to advise us , how best to invest our limited funds to achieve maximum return on investment for the next 5 years . Modernising our Sharepoint solution to ' Online ' might be one option to consider.

11.2.2 Our website is currently built on SharePoint 2010 and has had little significant development and in many areas and appears outdated as a result. Improvements are required to ensure that we keep pace with user needs.
3. 1. Are you looking to upgrade to SharePoint Online as part of this project, or will the council be seeking alternative technologies for the new website? Digital Team Edit response for further clarification - We wish to move to a new platform, this will involve substantial redevelopment work. We are committed to the website being developed in line with user needs and GDS standards, and are therefore keen to undertake discovery to identify the primary users of the website and their needs to inform the development of the site's navigation, content and functionality alongside recommendations for the best fit CMS for redevelopment.
4. 3.The problems to be solved include 'Metrics to measure service success include a suitable CMS platform', please could you clarify if you are looking for the supplier to select the CMS platform? Outputs should include recommendations for a suitable CMS platform that will meet our requirements and bring content and technology more closely together.
5. Template Item 4. LBC Digital Team further clarification 4. Our website is built on SharePoint 2010 and has had little significant development and in many areas and appears outdated as a result. We wish to move to a new platform, this will involve substantial redevelopment work. We are committed to the website being developed in line with user needs and GDS standards, and are therefore keen to undertake discovery to identify the primary users of the website and their needs to inform the development of the site's navigation, content and functionality alongside recommendations for the best fit CMS for redevelopment.
6. Template Item 5. LBC Digital Team further clarification 5. Our website is built on SharePoint 2010 and has had little significant development and in many areas and appears outdated as a result. We wish to move to a new platform, this will involve substantial redevelopment work. We are committed to the website being developed in line with user needs and GDS standards, and are therefore keen to undertake discovery to identify the primary users of the website and their needs to inform the development of the site's navigation, content and functionality alongside recommendations for the best fit CMS for redevelopment.
7. Are you looking to upgrade to SharePoint Online as part of this project, or will the council be seeking alternative technologies for the new website? *** NOTE Please see answer to Question 3 for the correct response ***
8. Any work that's already been done • brand guidelines (http://www.luton.gov.uk/branding)
• recently rebranded our website, some initial work on UI styles, components and patterns which is ongoing and would require review (https://secure.luton.gov.uk/StyleGuide/)
• a Luton Council style guide for content (https://www.luton.gov.uk/Council_government_and_democracy/Councils/Communications/style-guide/Pages/default.aspx)
• content audit/review
• analytics available for website usage
• resident profiles based on Mosaic Experian household analysis
• launched MyAccount (2015) provides residents access to council services: checking & paying council tax bills, move in move out, environmental reporting , improvement of on line forms and applications
• embarked on a programme of online form development using FirmStep as our forms supplier
9. Phase the work is currently in Discovery
10. Maximum number of suppliers you'll evaluate 4
11. How flexible is the requirement to be onsite for 3 days per week, i.e. are these fixed days or will they change to fit in with the project plan? There will be a requirement for the supplier to be on-site regularly during the initial phase of user research. We have suggested 3 days a week as a guide, however these days are not fixed and are negotiable but will always be subject to requirements and demands of the project.
12. Q. The opportunity is listed as “outcomes” based opportunity with the experience criteria written as if it is the organisation’s skills and experience. However the description and answers to some of the clarification questions talk about a “specialist” or “consultant”. Are you sure you’ve listed this in the right category? Are you looking for a single person or an outcomes-based team. Answer: We are looking for an outcomes based team
13. The project is audience/resident focused -needs, architecture, look & feel (front-end). Please can you explain why then the supplier is required to recommend a CMS (the back-end)? We are not limiting recommendations solely to a CMS but would expect the supplier to present a comprehensive range of options. This may include recommendations for a CMS or any other appropriate solution that will meet our design requirements for an improved website. Therefore, we are expecting the supplier to provide us with an outline set of recommendations to help us inform our decision making.
14. Are you preferring a specialist (UX) company or an agency (design & build)? We are not expressing a preference at this stage. Suppliers will be assessed for fit against the proposal criteria outlined within the tender i.e.
• Proposed approach and methodology
• Project team knowledge, experience and expertise
• Estimated timeframes for work
• Demonstration of depth of understanding of our requirement
15. Proposal criteria states, quoting: “Please provide references details for 2 similar organisations contracts you have delivered including, contact details, name, the service delivered and spend”.
What if a potential supplier currently does not have references from similar organisations; local councils or government bodies? Would you accept references from similar commercial projects?
Yes, we would be willing to accept references from similar commercial projects.
16. Do you have analytics tools running on the website e.g. GA, Hotjar etc? If so which? Yes, we are running GA, Hotjar advanced and Sitemap
17. Do you integrate with any third party services, if so, would you be able to share which you use? Answer: No
18. If you do use 3rd party services are any of them connected via bespoke integrations? No, as per above.
19. Do you have any user feedback on the current website e.g. surveys, polls, call centre records? Answer: yes, we have access to user feedback on the councils website through Govmetrics
20. Are any of your services under going significant operational change which might impact how they will be delivered digitally e.g. digital transformation? If so, would you expect the winning agency to be involved in this? Answer: No
21. Do you have a contact list and/or list of potential research participants match your target audience? Answer: No, we do not currently have an list of external research participants, we would expect the successful supplier to help us to develop this during the research phase.
22. • How involved would your team liked to be in the research and design process? The remit of our internal team will be to support the coordination of activities, provide feedback and advice on discovery inputs and outputs; and act as a point of escalation for removing any project blockers or impediments.
23. • Do you have any particular format/presentation requirements for the final report? We expect a professional look and feel to the final report, this should ideally be in a templated Power point presentation or similar.