Sport England

Website maintenance and support

Incomplete applications

12
Incomplete applications
9 SME, 3 large

Completed applications

16
Completed applications
15 SME, 1 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Monday 14 August 2017
Deadline for asking questions Monday 21 August 2017 at 11:59pm GMT
Closing date for applications Monday 28 August 2017 at 11:59pm GMT

Overview

Overview
Opportunity attribute name Opportunity attribute value
Summary of the work We're looking for an excellent technical and digital agency to support the maintenance and hosting of our website and other digital assets. You will also demonstrate a robust customer support service to deliver a superb experience for users.
Latest start date Wednesday 1 November 2017
Expected contract length 2 years
Location No specific location, eg they can work remotely
Organisation the work is for Sport England
Budget range Budget is between £120-150,000 over two years.

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done The Sport England website is required to deliver all facets of the Active Nation strategy 2017-21. Not only this, it is the first entry point for most of our customers: the individuals, organisations and consortia who apply for public funding to get the nation more active. We are required by law to maintain a website that shows how we're structured, outlines our mission and prove how we're working to achieve government outcomes. In addition, the website is a necessary hub of policy, national statistics and research.
Problem to be solved We require a solution to website hosting and maintenance. Our customers need to access funding, research, news and statutory guidance to ensure we comply with the Royal Charter.
Who the users are and what they need to do Our website users are diverse and access the site for a number of different reasons. They are mainly:
*to access information about funding opportunities available
*to apply for funding
*to access and download national statistics about sport
*to use our local government tool to help public servants make the case for investing in sport
*to monitor and evaluate their own performance against Sport England's needs
*to find out statutory information on governance and transparency data relating to the way we are run
Early market engagement
Any work that’s already been done
Existing team We have an in-house team of three digital content specialists:
A head of digital content / editorial
A website manager
A senior editor
Current phase Live

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place The work can be performed from any location, but our head office is where all in-house staff are employed:
21 Bloosmbury Street, London.
Working arrangements The selected agency/ team will be required to attend the Sport England head office in person at least once every two months. In addition, a fortnightly catch up with the account manager is required. We also require a service / support review every month to ensure we are on budget and to identify any issues arising from either client or supplier.
Security clearance

Additional information

Additional information
Opportunity attribute name Opportunity attribute value
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.

Skills and experience
Opportunity attribute name Opportunity attribute value
Essential skills and experience
  • Have access to the correct technical infrastructure to support the maintenance of websites
  • Provide customer service support at least five days a week 9am-5pm
  • Provide Umbraco CMS (version 7 minimum)
  • Provide a dedicated account manager
  • Have experience designing minimum AA-grade accessible websites
Nice-to-have skills and experience
  • Ability to provide an enterprise grade content management system
  • Provide customer service support outside normal working hours and at weekends
  • Provide a priority system support centre that can rectify issues as and when they arise
  • Provide evidence of having worked to maintain and/or develop government or public sector digital assets

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 3
Proposal criteria
  • Technical systems in place to enable website maintenance and support
  • Team structure and account management process
  • Value for money
  • How the solution meets our needs
Cultural fit criteria
  • Work as a team with our organisation and other suppliers
  • Share knowledge and experience with staff at Sport England
  • Provide honest and expert feedback to the client
Payment approach Fixed price
Assessment methods Written proposal
Evaluation weighting

Technical competence

60%

Cultural fit

20%

Price

20%

Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. Please can you confirm the deadline for submitting applications as Monday 28th August is a bank holiday? I can confirm that the deadline for submissions is Monday 28 August.
2. Following completion of the application what will the next steps be to reach a decision? Will potential suppliers be expected to make a presentation to Sport England and if so what date(s) have you planned this for? It is unlikely that there will be a need for a formal presentation as such, but there may be a series of follow-up questions via phone or email, once we have shortlisted the electronic tenders. This is likely to be w/c 28 August.
3. What is the focus of the service, e.g. application support, hosting management and support? Support and assistance with content management systems and other technical issues, and overseeing Microsoft Azure hosting mechanism.
4. Is the scope only to support what you currently have, or is there a programme of changes planned? The immediate requirement is to support two of our owned digital assets:

1. The sportengland.org website and related image library
2. The beinspireduk.org website

In months to come, we are likely to require the appointed agency to support new or upgraded digital assets, and to work with a creative / UX and CX agency to implement changes such as renewing the existing website and even creating a new one.
5. What is the level of demand on the service, e.g. average tickets per month? Our current support agreement is capped at 40 tickets per month and this is commensurate with the actual support required. However this can be exceeded if there is a particularly busy month.
6. Does the budget range include VAT? The budget range is excluding VAT.
7. “Share knowledge and experience with staff at Sport England”.

Does this imply that some sort of knowledge transfer is required from the start or do you mean general sharing throughout the service period?
This relates to occasional incidents where we may need to inform colleagues of good web practice and explain technical issues in laymen's terms.
8. “Provide a priority system support centre that can rectify issues as and when they arise”.

What SLAs do you expect?
The majority of issues are related to technical issues when they arise. Examples include:

*A page or link is broken and isn't immediately rectifiable in CMS
*A widget doesn't display on mobile correctly
*The website goes down temporarily
*Issues with publishing a new page or set of pages
9. "Overseeing Microsoft Azure hosting mechanism"

What does this mean? Do you mean that you want the supplier to provide Azure technical support as well?
The supplier will need to provide support to Azure hosting.
10. “Provide customer service support outside normal working hours and at weekends” --

Could you please inform how often has this been used in the past? What are the hours of coverage?
Our current coverage is during working hours (9am-5pm) though we would prefer more flexibility so that issues can be rectified outside of working day hours and at weekends.
11. “Ability to provide an enterprise grade content management system” - Does this imply that you are considering an upgrade to a proprietary CMS, e.g. Sitecore? We do not currently have plans to upgrade our CMS, but we need to keep this option open in the long-term.
12. “Provide Umbraco CMS” --

We presume this means to have the skills to support and develop, or do you mean that we will have to “provide” the Umbraco CMS in some fashion?
We have the internal skills to use the Umbraco platform.
13. Are you happy to use JIRA for project workflow? In principle, this is fine. However we would need to discuss the best option for Sport England as part of the tender process.
14. Do you need a first line Service desk or will Sport England provide the first line support? If so what ITSM is used? We require the service desk to provide the first-line support, though occasionally this will mean collaboration with our ICT department.
15. “Have access to the correct technical infrastructure to support the maintenance of websites” --

Does this mean the skills and experience within the team or some sort of systems access? Please clarify.
This refers to the basic ability of the supplier to provide a reliable technical support service.
16. Will the incumbent (or in-house team) provide support to the transition? How much time are they contracted to provide to the transition support? Will there be access to the incident history from the current ITSM? Should the contract go to a new supplier, the outgoing agency would be asked to provide sufficient handover support to ensure a smooth transition. This would be supported by our ICT team internally.
17. Is there an incumbent? Can you say why you are not renewing with them? We are legally obliged to invite tenders at the end of the statutory contract term of the current supplier. The current supplier is invited to tender for this contract alongside other organisations.
18. Does the 1 November start date mean commencement of support, i.e. takeover from incumbent, or the start of the transition? If the former, how much time has been budgeted for transition? This is the commencement date of the new contract, be that the existing or new supplier. Should we appoint a new supplier, we would need to finalise contract terms by 1 October 2017, giving more than 4 weeks' transition period before commencement of contract.
19. Do you use Google Analytics, and will the supplier be expected to maintain this? We use Google Analytics internally, and we would expect the supplier to use a powerful performance-monitoring tool such as GA when providing monthly reports.
20. Could you please explain what “other digital assets" means? We currently manage other digital assets as follows, and the supplier would be expected to provide ongoing support for these. The earlier answer referring to the volume of support tickets includes these assets,

The current additional assets are listed as follows:

*Be Inspired: beinspireduk.org
*Evaluation framework: https://evaluationframework.sportengland.org

In addition, there are some existing microsites which require minimal support but could be expanded or decreased as per business requirements.
21. Could you please explain what “other digital assets" means? We currently manage other digital assets as follows, and the supplier would be expected to provide ongoing support for these. The earlier answer referring to the volume of support tickets includes these assets,

The current additional assets are listed as follows:

*Be Inspired: beinspireduk.org
*Evaluation framework: https://evaluationframework.sportengland.org

In addition, there are some existing microsites which require minimal support but could be expanded or decreased as per business requirements.
22. Could you please inform what is the size of current incumbent team and breakdown of their skills? The current core team is around four-six agency staff depending on demand. This includes account management and support.
23. What documentation exists and will it be made available to the new supplier? We do not have relevant documentation that will substantially help the supplier.
24. Could you please clarify what you mean by “other technologies and languages”? This is not a relevant line and was inserted in error. Can all suppliers please note that this requirement is not part of the ITT.
25. Could you please clarify what you mean by “other technologies and languages”? This is not a relevant line and was inserted in error. Can all suppliers please note that this requirement is not part of the ITT.
26. Regarding change, what is your estimate of monthly time required to develop and deploy changes on your current run rate? Please note that currently, we average 40-45 hours on support each month.

Rectifying the earlier question on support tickets, this is actually around 15-25 on average.
27. You mention the delivery of a ‘robust customer support service’ – do you have any specific expectations in terms of the service level agreement you require i.e. incident response/resolution times? We require a priority system that enables to identify business-critical issues and set clear expectations between client and supplier. Where the issue is vital for the business, we require a rapid resolution (where technically possible) of 1-2 hours.
28. Do you have any specific security requirements regarding access to your platform/data? For example, do staff members require any type of security clearance? Access and permissions are decided based on the relevance of job role. The ICT and content / digital teams have full access. Other staff members' permissions are decided on a case by case basis, but the appointed supplier will be granted necessary access to perform the services.
29. Could you please specify the number of website pages for each of the two sites? Are they both Umbraco? Approximate page count:
Sport England – 3,594
Be Inspired – 124

The two sites are operated within the same CMS, which is Umbraco.
30. Please could you provide an overview of your current hosting architecture/infrastructure including server specifications? Sport England Production:
2 x Microsoft Azure App Services
1 x Azure SQL Database
1 x Azure Blob Storage

Sport England Test:
2 x Microsoft Azure App Services
1 x Azure SQL Database
1 x Azure Blob Storage

Be Inspired:
1 x Microsoft Azure App Services
1 x Azure SQL Database
31. "Customer service support" --
Could you please expand on this? How many of the 40 tickets a month are: Incidents-Changes-Service Requests? Please provide the last 12 months of data.
Support Ticket Count from 21/03/2016:

Change - 11
Incidents - 195
Problem - 28
Request - 49

Total - 283
32. Regarding change, what is your estimate of monthly time required to develop and deploy changes on your current run rate? Please can the supplier rephrase and clarify the question.
33. We assume that content production is not required and that this will come from the in-house web team? Or will you require assistance from time-to-time? e.g. with GIFs, banner images, infographics, etc.? Occasional assistance may be required, but we have an in-house team that does 99 per cent of the content production.
34. Could you please confirm that you are seeking a service that provides incident support as well as ongoing change? Any significant change projects will be procured separately.
35. Is the proposed new website predicated on Microsoft Azure Hosting, decided by client and supplier agreement or purely in the hands of supplier? We have not considered any of these issues and any new website would be procured separately.