Start date: Friday 5 November 2021
Value: £49,920
Company size: SME

Website redesign and research

16 Incomplete applications

14 SME, 2 large

18 Completed applications

18 SME, 0 large

Important dates

Friday 27 August 2021
Deadline for asking questions
Friday 3 September 2021 at 11:59pm GMT
Closing date for applications
Friday 10 September 2021 at 11:59pm GMT


Off-payroll (IR35) determination
Contracted out service: the off-payroll rules do not apply
Summary of the work
Redesign/develop CCW website, implementing significant changes, resulting in accessible, effective content tailored to our different audiences.
We want households, business-customers and stakeholders to find content quickly first-time, staying longer, viewing other information.

Conduct user research to fully understand our users’ needs, identifying and implementing the best user experience before redevelopment.
Latest start date
Thursday 30 September 2021
Expected contract length
Maximum contract termination date is 24 months
West Midlands
Organisation the work is for
Budget range

About the work

Why the work is being done
CCW’s current website is outdated, and users regularly feedback that it is difficult to navigate and find the information they need. From our website satisfaction survey, only 36% of our website visitors are satisfied with our website.

CCW’s organisational change is evolving to become a more campaigning organisation, and we want to make a greater impact on the consumers we serve and the stakeholders we seek to influence. As our ‘shop window’, we want our website to clearly articulate our purpose, vision and mission, as well as visually representing our impactful new brand.
Problem to be solved
Redesign and develop our website – – implementing significant changes to ensure the website is more effective, accessible, and offers content that is tailored to the needs of our different audiences. We want household and business customers and stakeholders to find the content they need quickly first time, staying on the site longer to view other information that may be useful to them.

1. Conduct user research (including participants with disabilities) to assess the website's efficacy and identify areas for improvement in terms of user journeys, look, and feel to achieve better experience
2. Possess technical expertise in WordPress (the open source platform on which our website is based); ability to make changes to functionality, structure and navigation and ability to map and analyse visitor journeys on the site (eg using Google Analytics).
3. Expertise to undertake a comprehensive review and rewrite of content into plain English, working closely with CCW Policy, Consumer Relations and Communications staff

The current CCW website was revamped and launched in 2016. Our organisational change programme has progressed and our website is no longer fit for purpose. Users want to find the information they need quickly and logically, re-evaluating the content and navigational structure.
Who the users are and what they need to do
the user are the general public, water companies and water association's etc. This is so they can access information, published research reports and helpful information CCW produces. Also a link on the site takes you to the complaints process.
This is so information is cascaded to help improve the water industry.
Early market engagement
Any work that’s already been done
Existing team
The Digital Communications Officer manages CCW's website - , which is overseen by the Executive Head of Communications. Three additional members of the communications team provide content to the website.
CCW current web hosting supplier is CIVIC.
Current phase

Work setup

Address where the work will take place
We would require weekly meetings for project updates via video conferencing & face-to-face meetings at our office in Birmingham.
Working arrangements
The successful supplier will need to work with the website project working group, consisting of various CCW staff around the business who will provide valuable insight into their area of work.
Also with our current web hosting suppliers to ensure compatibility, as well as the suppliers of our customer support site -
who will be contacted to ensure that the website reflects the new design and compatibility.
We also have an IT Manager who will be able to provide technical support, particularly when it comes to domain/DNS changes.
Security clearance
Baseline check (blue) security clearance will be required for CCW.

Additional information

Additional terms and conditions
• Project commences September 2021
• Completion date for the initial contract term is 31 March 2022

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 experience designing Website to be accessible to WCAG 2.1, Level AA as a minimum, standards compliance across all device types
  • Supplier must be GDPR complainant (including cookie consent).
  • Supplier must be able to conduct thorough user research to help shape the re-design
  • Implementation of ReciteMe that offers accessibility and the ability to translate the content into multiple languages.
  • supplier have experience in Information Architecture, Improve Search Engine Optimisation, produce a Dynamic sitemap , Comprehensive review and Restructure of navigation
Nice-to-have skills and experience

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • Technical solution and futureproofing
  • Approach and methodology to user research
  • How the new website meets users needs
  • How the solution meets our new organisational needs
  • Risk management and timeframe
  • Total cost.
Cultural fit criteria
  • work as a team with our organisation and user groups to find a solution for all
  • be transparent and collaborative when making decision
  • take responsibility for their work to ensure a successful outcome
  • share knowledge and experience with our team members
  • challenge the status quo and find new ways to deliver
  • can work with clients with low technical expertise and find solutions that work for all
Payment approach
Capped time and materials
Additional assessment methods
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Has an existing partner-assisted you in identifying the list of requirements set out in this tender?
No, we held a working group with various colleagues from around the company to discuss how we could improve the website for our users within their respective business areas to help form the requirements for this tender. We also used feedback through our website feedback form. So please include anything that we may of overlooked.
2. You mention the accessibility tool ‘Recite Me’. On its own, an automated tool is not sufficient to ensure your new site is accessible.
Are you aware of the additional work and skills required to ensure your site meets Web Content Accessibility Guidelines (WCAG) 2.1 level accessibility?
We currently use Recite Me on our website mainly for it’s ability to translate our website into Welsh, to comply with our Welsh Language Guidelines. Simply said, we'd like this tool to be transferred to our new and improved website.
We've also mentioned separately that the website should meet WCAG 2.1, Level AA accessibility criteria across all device types as a minimum. So please include work required skill-set and cost required in your bid to ensure this legal requirement is fulfilled.
3. We concur with the other supplier who notes the use of the accessibility toolbar “Recite Me” will not meet accessibility guidelines*.
We would strongly recommend removing this and addressing accessibility properly on the website within this project. Tools such as Google Translate can be used for Welsh translation (though real human translation is best, if affordable).
Is this approach acceptable?
We understand that the Recite Me tool isn't solely used for accessibility. We primarily use it for its translation services, and we've already received positive feedback (from Welsh speakers). We only mentioned Recite Me in the specifications because we already use it and want it to be carried over to the new site.
However, we expect the new website to be fully accessible as a separate requirement.
4. Do you anticipate a complete redesign and rebuild of as part of this project, or are you expecting updates to your existing WordPress website?
Yes, we require a complete website redesign and rebuild, as well as maintain the ability for us to update the website's content using WordPress.
5. For your requirement “Expertise to undertake a comprehensive review and rewrite of content into plain English” do you expect content to be rewritten as part of this project?
Or for this to be a set of recommendations that your team then undertake any writing work?
We anticipate that the content will be rewritten as part of this project, but we will work together to fully understand the content being rewritten for our audiences.
6. Do you have an estimate for how many users will be available for user research interviews? Or do you need assistance recruiting users for research interviews?
We don’t have any users to research and therefore we would need assistance recruiting and undertaking user research.
7. For the GDPR requirement, can you please clarify what you are looking for in our response? (Examples of clients who are GDPR compliant or evidence of our own website being compliant?)
We would need our new website to be GDPR compliant, sorry for any confusion.
8. Our preferred accessibility tool is AccessiBe rather than ReciteMe – is this acceptable or is ReciteMe experience compulsory?
We are not looking to implement a new toolbar as we already use ReciteMe (mainly for its translating services). We ask for our website to be accessible as a separate requirement.

In terms of ReciteMe, it’s already implemented on our existing website and we would need this to be transferred to our new website.