Crown Commercial Service

CONTENT IMPROVEMENT SOLUTION

3 Incomplete applications

2 SME, 1 large

1 Completed application

1 SME, 0 large

Important dates

Published
Monday 20 June 2022
Deadline for asking questions
Monday 27 June 2022 at 11:59pm GMT
Closing date for applications
Monday 4 July 2022 at 11:59pm GMT

Overview

Off-payroll (IR35) determination
Supply of resource: the off-payroll rules will apply to any workers engaged through a qualifying intermediary, such as their own limited company
Summary of the work
CCS requires a team to complete investigation, recommendations and rework into standardisation and simplification of website guidance for commercial agreements. Specific skills and knowledge are required in content design, user research and experience and accessibility legislation.
Latest start date
Monday 1 August 2022
Expected contract length
We expect this contract to last 40 working days (8 weeks)
Location
No specific location, for example they can work remotely
Organisation the work is for
Crown Commercial Service
Budget range
We will set the budget in line with competitive responses received from the market.

About the work

Why the work is being done
CCS requires content design and user research support to help us achieve our aspirations to to provide an easier and more consistent buying journey for current and potential customers of our commercial agreements. This project will act as a key enabler for our ambitions to extend our reach and coverage across the public sector and deepen our impact. The project will ensure that we improve the guidance provided on our website relating to our commercial agreements, while also allowing us to be compliant and maintain accessibility standards in line with Web Content Accessibility Guidelines - European software accessibility standards (WCAG 2.1 AA)
Problem to be solved
CCS needs to move towards having more consistent information provided through our commercial agreement guidance, the processes we use and the buying journey. We need to standardise these elements to create a consistent and cohesive experience, whilst making sure customers fully understand the variations in each agreement. Creating customer guidance can be burdensome and a long process for our colleagues. This can lead to inaccurate information being shared or multiple versions of the same information.
The supplier will be expected to investigate, including external user research, and work with the business to recommend changes to agreed documentation as well as templates to assist in the creation of future agreement guidance. This must include flexibility for nuances.
All content amendments and template designs must be tested and feedback gained to improve.
The content designs and templates must comply with authorities technical and branding standards, as well as be compliant to WCAG 2.1 AA accessibility standards.
The supplier must provide full guidance and handover to the project team a package, to be rolled out by a separate training provider, to the organisation.
The supplier will be expected to work with the project team to identify requirements for a future content management system.
Who the users are and what they need to do
As a customer of CCS framework agreements I would like consistency and simplification of their customer guidance on the website to allow me and my organisation to access the common goods and services we need in an easy to understand, repeatable (where possible) way.
As a framework manager, working at CCS, I would like a template with clear instructions and pre-filled (where possible) text which allows for any nuances on my agreement guidance, and allows me to meet accessibility requirements, which in turn makes it easier for my customers to access agreements and reduces queries.
Early market engagement
Any work that’s already been done
The project aims to address the challenges that we have with information contained in the agreement details section of the website. On each page there are a number of supporting documents, often ranging from 8 to 80+.
60 examples of customer guidance will be provided; these are largely the customer guides and any other guidance documents held on the page. An example of other types of guidance include:
- call-off guidance
- schedule guidance
- systems guidance

Large guidance documents – typically 50 pages
https://assets.crowncommercial.gov.uk/wp-content/uploads/RM6171-Customer-Guidance-v3.odt

Medium guidance documents typically 25 pages
https://assets.crowncommercial.gov.uk/wp-content/uploads/Customer-Guidance-RM6178-Accessible-Version-1.odt

Small guidance documents – typically 15 pages
https://assets.crowncommercial.gov.uk/wp-content/uploads/RM6102-Apprenticeship-Training-Customer-Guidance-v2.pdf
Existing team
The project team consists of a project manager, content designer, product manager and access to internal stakeholders
Current phase
Not applicable

Work setup

Address where the work will take place
Not Applicable
Working arrangements
We would expect the supplier to work with us on this project for as long as necessary each week. The length of time spent on this project by the supplier each week will be determined based on the needs of the project.
Any communication or activities that need to take place will be carried out through the most appropriate channel. Any travel to CCS or customer sites will be minimal and at the expense of the supplier.
Security clearance
All must have BPSS as a minimum.

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
  • Evidence of: - adhering to accessibility guidelines WCAG 2.1 (AA) and authority branding guidelines
  • Evidence of:- working with agreed business owners to re-develop document content for those in scope, test and gain feedback on templates and improve
  • Evidence of:- producing of templates to assist future creation of content including full guidance / standard operating procedures
  • Evidence of:- working flexibility to take account of significant nuances across conent that needs to be standardised
Nice-to-have skills and experience
Evidence of: working with complex commercial content

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
4
Proposal criteria
  • Proposed approach for: - how the behavioural and cultural changes needed to facilitate migration to an html content led environment will be embedded
  • Proposed approach for:- how complex technical content will be standardised with consistent documents and language - carrying out user testing
  • Proposed approach for:- carrying out user testing
  • Proposed approach for:- project plan with key milestones and timescales
  • Proposed approach for:- how insight will be gathered and handed over to inform the future Content Management System project
  • Proposed approach for:- how the training and guidance will be handed over to the training provider
Cultural fit criteria
  • Evidence of: - working within a technical environment with multiple subject matter experts to find standardised solutions
  • Evidence of:- influencing and persuading stakeholders
  • Evidence of:- sharing knowledge and experience
Payment approach
Fixed price
Additional assessment methods
  • Work history
  • Reference
Evaluation weighting

Technical competence

55%

Cultural fit

20%

Price

25%

Questions asked by suppliers

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