This opportunity is closed for applications

The deadline was Monday 27 January 2020
Southend-on-Sea Borough Council

Online Consultation Platform

6 Incomplete applications

5 SME, 1 large

7 Completed applications

7 SME, 0 large

Important dates

Published
Monday 13 January 2020
Deadline for asking questions
Monday 20 January 2020 at 11:59pm GMT
Closing date for applications
Monday 27 January 2020 at 11:59pm GMT

Overview

Summary of the work
Southend-on-Sea Borough Council want to procure an online platform.

The contract for the council’s current online consultation portal is finishing on 31 March 2020. With a statutory duty to formally consult with the public, and a drive to co-create council services with the public and our partners.
Latest start date
Monday 17 February 2020
Expected contract length
Location
South East England
Organisation the work is for
Southend-on-Sea Borough Council
Budget range

About the work

Why the work is being done
Southend-on-Sea Borough Council (SBC) looking to procure an online platform in order to:-

• Consult with the public on key council decisions (formal consultations)
• Gather feedback from the public less formally on plans and potential activities, or changes to services
• Analyse public sentiment about the council and its service provision
• Involve the public in co-creating its services

The contract for the council’s current online consultation portal ends 31 March 2020. With a statutory duty to formally consult with the public, and a drive to co-create council services with the public and our partners, we need to formalise an agreement with either the current or a new provider, to ensure we have the means to consult and survey our stakeholders.

The aim of this exercise is to ensure we have best-in-class tool for gathering feedback, opinions and needs from the public and other stakeholders, whilst driving value for money for the council.
Problem to be solved
The aim of this exercise is to ensure we have best-in-class tool for gathering feedback, opinions and needs from the public and other stakeholders, whilst driving value for money for the council.

It needs to meet accessibility requirements (WCAG2.1 AA standard and be mobile friendly and responsive).

We want the ability to brand and customise the interface with SBC branding with it providing a good internal user and customer experience.
Who the users are and what they need to do
As an internal SBC staff user, I need to be able to:
• Intuitive to create surveys
• Strong level of support
• Regular training/updates/webinars
• Help/how-to guides online
• Easy editing of questions while creating the survey
• Ability to amend text once published
• Ease of creating a branded and professional printed version of the survey to send to customers who aren't online

Survey specification:
• Multiple free-text questions
• Ability to clone full surveys

Promotion:
• Shareable on social media
• Ability to create friendly URLs for individual surveys

Analysis:
• Export raw data in Excel
• Set standardised equalities questions across all surveys
• Cross-tab/filter results & manipulate data without exporting first
• Export to additional formats

As an external customer, it needs to be:
• Easy to use with short user journeys to surveys
• Clear calls to action and signposting to fill in the correct survey
• Varied content within the survey, eg images, videos. All accessible and responsive
• Functionality to send a question to the survey creator (eg by email) for clarification on any questions
• Clear display options for the results of the consultation for the public to view post-analysis
Early market engagement
Any work that’s already been done
Existing team
The supplier will be working with SBC's internal team.
Current phase
Not applicable

Work setup

Address where the work will take place
Civic Centre
Victoria Avenue
Southend-on-Sea
Essex
SS2 6ER
Working arrangements
At the initiation meeting, the working arrangements will be discussed and agreed.

Costs for this project are to show total costs for all work to be undertaken and any assumptions and future work. Expenses are to be included plus rate card.
Security clearance

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
  • Have a track record of delivery of same product/services, include examples of how you have carried out such services in the past
  • Provide evidence of successful consultation portals you have delivered or been involved in and evidence of their success.
Nice-to-have skills and experience
  • Provide demonstrable understanding of the brief & subject area
  • Explain how you will deliver the brief. Set out the knowledge and expertise that you can bring to deliver a fit for purpose piece of work of the highest quality.

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
5
Proposal criteria
  • Technical Solution
  • Approach and Methodology
  • How the solution meets our goals
  • Estimated timeframes for the work
  • Identifiable risks and dependencies and how these will be managed
Cultural fit criteria
  • Work as a team with our organisation
  • Be transparent and collaborative when making decisions
  • Take responsibility for their work
  • Share knowledge and experience with other team members
Payment approach
Fixed price
Additional assessment methods
Evaluation weighting

Technical competence

60%

Cultural fit

10%

Price

30%

Questions asked by suppliers

1. Do you have a budget in mind for this piece of work?
Approx £12,000 tbc.

For the budget and time-frame, I imagine we're after a white-label solution, but I'm open to suggestions.
2. What is the time frame for delivering the portal?
31/03/2020
3. Can you clarify what expectations you have of the supplier once the platform is up and running?
Good customer service. Help and advice on using the system to its full capacity. Help guides, ideally webinars sharing best practice.
4. Are we right that it is understood from what you said you need an alternative to be in place no later the 01/04/2020?
Yes. Existing contract with incumbent supplier ends on the 31/03/2020.
5. Are you looking to work with a specialist agency for research services that can configure the platform and provide usage/survey guidance? Its not entirely clear what expectations you have for ongoing support, or does the project come to a close when the system is implemented?
We will need the platform to be configured with our branding, in line with our website. We will need ongoing support when needed.
6. What is the current system you are using? Are there any perceived limitations with it?
People Matters Network. There are limitations in usabillity, restrictions in type of questions we can ask, and how it can be shared on social media. Also limitations in two-way discussions.
7. Would you be able to confirm whether you are looking for a 3rd party system to be used?

Or for a consultation service tailored to your needs (i.e. custom developed)?
For the budget and time-frame, I imagine we're after a white-label solution, but I'm open to suggestions.
8. Do you have a timeline for the shortlisting and choosing supplier process?

Will there be an opportunity to meet face-to-face to explore this project in more detail with you?
Happy to meet face to face or have tele-conf. We need to make a decision quickly so we can get the new solution in place by the end of March 2020.
9. 1. Do you have any expectation of number of projects / mix?
2. Will this all exclusively be on-line surveys?
3. Do you have any expectations for levels of support required?
4. Questionnaire design
5. Tech support
6. Analysis

Q&A's to be continued...
1. This is a survey portal to be used as and when required.
2. Online surveys and ideally more two-way engagement.
3.Support creating surveys if required and proactive help ensuring we use the system to its full capacity.
4. We create questions in-house, so need a variety of different question types to be available for us to customise.
5. Yes please, when needed.
6. We need the system to hold results and for us to be able to export them to Excel or as pdf reports for analysis.

Q&A's to be continued...
10. Q&A's continued...

7. Equalities
8. Expectation of days on site / on-call support?
9. Do you have any preference for a CMS? Would you be happy with Wordpress?
10. Any details on functionality required?
11. Engagement methods beyond questionnaire
12. Validation
13. In-context information
Q&A's continued...

7. We will include equalities questions. We need to make these standardised.
8. Initial training for the team, then phone support if/when needed on particular questionnaire creation. Need how-to guides to refer to.
9. As long as it's secure and passes GDPR, data protection and ICT security.
10. Functionality was detailed on portal. Will list as a separate Q&A.
11.Ideally integration with social media, or ability to create two-way conversations to dig in deeper in to responses.
12. N/A
13. N/A
11. Functionality required
Branding:
• Customise interface with SBC branding, so the user seamlessly moves from the SBC website to survey
• Customisable layouts so different audiences feel engaged (within branding guidelines)
• Customisable end/thank you page (with links and options to return user back to SBC website)

User experience (SBC staff):
• Intuitive to create surveys
• Strong level of support
• Regular training/updates/webinars
• Help/how-to guides online
• Easy editing of questions while creating the survey
• Ability to amend text once published (eg typo's)
• Easily create a branded, printed version of the survey to send out.
12. Functionality required
User experience (customer):
• Easy to use with short user journeys to surveys
• Clear calls to action and signposting to fill in the correct survey
• Varied content within the survey, eg images, videos – linked to specific questions. All accessible and responsive
• Functionality to send a question to the survey creator if clarification required on any questions
• Clear display options for the results of the consultation for the public to view post-analysis

Survey specification:
• Facility to have multiple free-text questions in survey
• Ability to clone full surveys – from published or in draft format
13. Functionality required
Promotion:
• Easily shareable on social media
• Ability to create friendly URLs for individual surveys

Analysis:
• Ability to export raw data in Excel format
• Option to set standardised equalities questions across all surveys
• Ability to cross-tab/filter results within the system, and to manipulate data without needing to export first
• Ability to export to additional formats, eg reports as pdfs

Non-essential but would like:
• Enables ongoing conversation, eg messageboard or forum/interaction
• Live chat for tech support
• Ability to show the customer which team will be analysing the results of the survey