This opportunity is closed for applications

The deadline was Monday 4 July 2022
Crown Commercial Service

CONTENT IMPROVEMENT SOLUTION

6 Incomplete applications

4 SME, 2 large

11 Completed applications

11 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

1. Please can the Authority confirm whether other comparable standards of clearance are acceptable (such as NHS employment checks) or whether BPSS is classified as essential criteria in terms of their shortlisting or selecting a supplier?
Will be required as stated and only those standards are accepted
2. Please can the Authority provide an example of “complex commercial content”?
We have included links below to a few examples of 'complex content' from different sources. Our current content can be complex for a number of reasons including the subject matter (e.g. referring to procurement legislation, complex financial products or digital solutions), the way information is formatted or the way in which the business has chosen to use complex language and wording to explain terms/processes instead of plain English.

RM1069 buyers guide: for sentences such as 'A signed MoA is a prerequisite for buyers to receive un-redacted versions of the Schedules and a Call-Off-Agreement to sign.'
3. Could you please provide further detail on the anticipated deliverables for the project? E.g., is this primarily a research project (with the primary output being a research report with recommendations for the CMS delivery partner), or a content-led piece, with editorial work undertaken on existing content for web and other online formats – the primary output being a full suite of templates?
We anticipate the key deliverables being a combination of developing a suite of templates, guidance on their use and the re-working of up to 60 existing documents into the new templates. We anticipate this to require elements of research and editorial work.
4. Is there any existing user research around the performance of the content and opportunities to improve it?
We do not have any user research specific to this particular type of content. We do have user personas that can be shared with the successful supplier to support with discovery and user testing.
5. What has triggered you to do this work now? And are there hard deadlines and dependencies for the completion of this work?
We want to do this work now to ensure that our content is accessible and responds to customer feedback that we need to be easier to use. We also want to address the content issue before commissioning a new CMS later in the year.
6. What CMS is current used and why is there an assumption that a new CMS is required?
We currently use a Wordpress CMS but discovery work has indicated that this will not meet all our requirements for developing and providing access to accessible documents.
7. It is a little confusing if you want the supplier for this engagement to (re)produce all of the content OR to develop exemplar content for the updated templates, to guide/assist other content owners/contributors to produce the content in?
We are looking for the supplier to reproduce up to 60 documents that will be provided upon commissioning AND develop updated templates and guidance that other content owners can use moving forward to enable us to achieve this standard across the remainder of the documents on our site and moving forward as we create new documents.
8. Can you please give some indication of the budget envelope? It is unusual for a DOS opportunity to not have a budget or expected budget range. Will you provide a budget range to shortlisted suppliers?
We anticipate the costs for this work to be in the region of £60-£70,000
9. Can you confirm there won’t a presentation for shortlisted suppliers (the opportunity does not refer to a presentation)?
We can confirm that we will not expect the shortlisted suppliers to deliver a presentation
10. This project is expected to start in the middle of the school/summer holidays. Will you consider extending the project timeline beyond 8 weeks to allow for the likely absence of inhouse team members, including content stakeholders?
We are happy to consider a short extension and will negotiate this with the successful supplier.
11. Can you please clarify what are looking for in this skill/experience question: ‘Evidence of working flexibly to take account of significant nuances across content that needs to be standardised’? Can you give an example of a nuances in this context?
We are looking to standardise as much content across our agreements as possible (e.g. in describing the buying journey) but we recognise that this is not always going to be possible. There will often be differences in how the guidance is applied e.g. some frameworks allow only further competitions while others will allow further competitions and direct award. There will also be differences between a “standard/traditional framework agreements" and a Dynamic Purchasing System, for example, that it is important our users are able to understand in making their buying decisions. Suppliers are asked to set out examples of how they-have-dealt-with-similar-issues-previously.