Awarded to Zoocha Limited

Start date: Thursday 28 November 2019
Value: £164,000
Company size: SME
Guy's and St Thomas' NHS Foundation Trust

Guy's and St Thomas' NHS Foundation Trust – website redevelopment project

26 Incomplete applications

24 SME, 2 large

25 Completed applications

23 SME, 2 large

Important dates

Tuesday 13 August 2019
Deadline for asking questions
Tuesday 20 August 2019 at 11:59pm GMT
Closing date for applications
Tuesday 27 August 2019 at 11:59pm GMT


Summary of the work
Redevelopment of the Trust's main public-facing website, including: discovery, design, build and implementation in year one and hosting, maintenance and support in year two
Latest start date
Monday 28 October 2019
Expected contract length
Two years – up to one year to deliver the new site and one year for hosting, maintenance and support
Organisation the work is for
Guy's and St Thomas' NHS Foundation Trust
Budget range
Between 150-175k – to include delivery of all the requirements of the initial site development followed by hosting, maintenance and support, with a total contract duration of two years

About the work

Why the work is being done
The Guy’s and St Thomas’ website is often the first point of contact people have with us as a Trust. It is how our patients and the public find out who we are, what we do and where to find us. Its accuracy and value underpins our reputation for excellent patient care and high performance. We need a modern, responsive website which will help us to communicate effectively with our patients and the public, provide GPs with up-to-date referral information, promote our successes, engage with stakeholders and provide accountability to our members.
Problem to be solved
"Our site was last redeveloped in 2011 and many of the elements – design, structure, functionality, user experience – are no longer fit for purpose. The site has also grown significantly and is now complex to navigate and difficult to manage. We want to redevelop our site in order to offer:

- an improved experience for website users
- improved performance of the website on different devices
- improved support for recruitment
- more effective use of centrally available content and tools provided via NHS Digital and the NHS website
- compliance with GDPR and EU accessibility standards
Who the users are and what they need to do
"Users include: patients, their families and carers, the public and visitors, Foundation Trust members, job seekers, media, local stakeholders, and other health professionals.

The site must be simple to use and to navigate, feature content which is easy to understand, informative and engaging, and be underpinned by an effective search function. In the medium term, the site will be required to offer patients a single point of access to automated tools and services (eg access to appointment systems, health records, etc) which will be delivered via separate systems."
Early market engagement
We have had some initial contact with providers of other NHS trust websites
Any work that’s already been done
Limited to site analytics and survey results
Existing team
The website is managed by a small, in-house digital communications team. The supplier will be working with a project team headed by the director of communications
Current phase
Not started

Work setup

Address where the work will take place
Guy's and St Thomas' NHS Foundation Trust, St Thomas' Hospital, Westminster Bridge Road, London SE1 7EH
Working arrangements
Mainly off-site, with visits to our offices as required by the project
Security clearance
Not required

Additional information

Additional terms and conditions

Skills and experience

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

Essential skills and experience
  • Significant, demonstrable experience in the full life-cycle of the development of large, public-facing, responsive websites (discovery/user research, stakeholder management, design, build, content creation/migration, site launch, hosting, maintenance, support)
  • Full service digital agency with a full range of roles including IA, UX, technical, content strategy, project management, analytics, SEO
  • Experience of delivering innovative website projects that have transformed the online experience for users
  • Experience of working with large NHS or public-sector organisations and knowledge of the health technology environment
  • Demonstrable examples of long-term (3+ years) relationships with satisfied clients
  • Excellent knowledge of the content management system market with a client-centred approach to CMS selection
  • Evidence of developing sites which comply with WCAG 2.0 and GDPR regulations, together with knowledge of WCAG 2.1 and EU regulations for public sector websites
  • Evidence of designing websites which support digital inclusion
  • Evidence of creating content which optimises engagement and meets effective standards of usability and accessibility
  • Expert in setting up and optimising sites for continued improvement using Google analytics, heat mapping and other tools and in analysing results to deliver actionable insights
  • Expert SEO skills and the ability to advise on best practice, particularly around new search technologies eg voice
  • Ability to deliver high quality but low technical maintenance websites
  • Experts in configuring and implementing effective on-site search tools
  • Evidence of delivering effective training on the use of the CMS
  • Evidence of successful integrations of websites with other applications
  • Evidence of hosting, supporting and maintaining websites, including offering a fully replicated development environment for testing upgrades and configuration changes
  • Evidence of providing a customer support service, including service desk, and an account manager function
  • All hosting services must be signed up to the 'Data Security and Protection toolkit' and a formal registration reference should be provided for verification
Nice-to-have skills and experience
  • Knowledge of NHS identity guidelines and evolving technical standards from NHS Digital
  • Experience of delivering intranet projects of a similar scale
  • Expertise in the use of websites and digital channels to support recruitment
  • Experience of advising on and developing microsites aligned to a parent site

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • How the approach meets our needs and those of our users
  • Previous experience of similar projects
  • Previous experience of working with NHS or public sector organisations
  • Team structure, roles and responsibilities, knowledge and experience
  • Costs and value for money
  • Proposed timescales and indicative project plan
  • Project management approach/methodology, including management of risks
  • Hosting, maintenance and support arrangements
Cultural fit criteria
  • Works as a team with our organisation and other suppliers where necessary
  • Ready to challenge the status quo
  • Champions equality, diversity and digital inclusion
  • Is innovative and forward thinking
  • Shares knowledge and experience with clients
  • Provides honest and expert feedback
  • Uses innovative, cost effective techniques to engage website users
  • Takes responsibility for the quality of their work
  • Transparent and collaborative when making decisions
  • Works well with clients of varying technical expertise
  • Able to demonstrate the value of their approach and understands the value of data and analytics
Payment approach
Capped time and materials
Assessment methods
  • Written proposal
  • Case study
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Should suppliers expect to use the NHS Digital service manual for this work? (
We would expect the successful supplier to take account of relevant elements of the NHS digital service manual in delivering this project.
2. The opportunity refers to the redevelopment of the Trust's main public-facing website but also requests experience of developing intranet projects of a similar size. Does the scope of this project cover both the public-facing and internal-facing sites?
Our rationale for including a reference to the intranet under ‘nice to have’ was that:

1/we might look to the successful supplier to work with us on developing a new intranet in the future
2/there is an overlap between internal and external facing content which might be relevant to the final build
3/if we change CMS, the CMS we end up selecting could be used to deliver the intranet in future.
3. a) What is the current CMS used?

b) Do you have a requirement for a specific CMS for the new site, and/or specific CMS requirements that should steer/effect CMS selection?
a) The CMS we use currently is Contensis.

b) We expect the discovery phase of our project to determine the best CMS for us to use.
4. Could you please advise of traffic volumes to the current website (to help us assess hosting requirements)?
From 1 April 2018-31 March 2019, there were 3,363,938 sessions on our site, 2,043,627 users, and 8,701,595 page views.
5. What is the timeline and stages for the procurement after the initial dos screening?
Suppliers who pass the initial screening will be invited to present to a panel in early October 2019 with a decision made shortly after that.
6. Can you please share any information that was shared during the pre tender activities?
No additional information was provided before the tender was published.
7. Would you be happy to consider open source content management systems? Are there any CMS’ you would not consider?
We are happy to consider any CMS – none have been ruled out.
8. 4. Are you able to share the survey results with suppliers, at this stage?
Survey results will be shared with the successful supplier.
9. Does the budget range exclude or include VAT?
The budget range includes VAT.
10. Can we assume the following is to be planned in at this stage but implemented later on (i.e. with a separate budget): “In the medium term, the site will be required to offer patients a single point of access to automated tools and services…”?
Your assumption is correct. The IA and design of the new site needs to take account of the future availability of such tools and services but their delivery is a separate project.
11. Does the budget range exclude or include VAT?
The budget range excludes VAT.

Please ignore previous answer