Natural Resources Wales

Natural Resources Wales - Website UX Improvements and Re-design

Incomplete applications

0
Incomplete applications

Completed applications

31
Completed applications
27 SME, 4 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Thursday 25 August 2016
Deadline for asking questions Thursday 1 September 2016 at 11:59pm GMT
Closing date for applications Thursday 8 September 2016 at 11:59pm GMT

Overview

Overview
Opportunity attribute name Opportunity attribute value
Summary of the work To improve the user experience of the existing Natural Resources Wales (NRW) website. Desired improvements include: a revised information architecture that's easier to use, new homepage/site design - including a more visual design option. Additional work is being planned to improve the search and develop a new document library internally.
Latest start date 10/10/16
Expected contract length Approximately 3 months.
Location Wales
Organisation the work is for Natural Resources Wales
Budget range

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done Natural Resources Wales (NRW) is currently undergoing an organisational transformation that will lead to an increased use of its website. The existing NRW website has a number of UX and usability issues that need to be addressed and is in need of a visual design refresh. By completing these improvements now, the site will be in a better position to support the organisation's transformation and future online aspirations. Ideally, we would like the work to be completed for a site re-launch in early January 2017.
Problem to be solved The UX/usability issues that need to be addressed are broadly as follows:

1. Customers struggle to locate the site's main menu and search facility on the site's homepage.
2. Customers struggle to read content easily due to the layout of content pages.
3. Some customers find the site's navigation confusing to use.
4. The website's search facility does not generate good search results against search terms used.
5. The site's design is reducing the organisation's ability to promote its recreational facilities with pictures and other media.
6. We need to ensure our flooding content/data is easy to find and use.
Who the users are and what they need to do 1. As a resident, I want clear information and pictures of woodland walks and biking trails, so I can plan leisure time with my family.

2. As a scrap-yard owner, I need to find out what permits I need and how to apply for them, so that I know I'm working within the law.

3. As a farmer, I need to find out how to register my waste exemptions, so that I run my farm legally.

4. As a homeowner, I want to find out how to prepare against floods, so that I know how best to reduce flood damage.
Early market engagement
Any work that’s already been done We have produced high-level business requirements from internal business stakeholders that were used to determine the scope of the project. We are currently producing more detailed requirements for the 'non-design/UX lead' development elements that have been identified. In addition, a number of customer personas have been developed as part of the organisation's separate 'Delivering Customer Focus' programme that may help shape this work.
Existing team The supplier will be working with: a Web Project Manager who is leading the project, allocated Business Analysts, and a technical Web Developer being recruited for the project. They will also work with the organisation's Digital Manager, who is responsible for the day-to-day management of the website, and liaise with some members of the Corporate Communications team and other key business stakeholders. The supplier will liaise with organisation's internal ICT team as needed.
Current phase Live

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place The work will be lead out of NRW's Cardiff office (Ty Cambria House). We anticipate that any user research will need to be conducted with users based in Wales. However due to the nature of the work, we anticipate that much of the work can be produced from the supplier's place of work.
Working arrangements We would like the initial project initiation and client engagement meetings to be face-to-face sessions held at our Ty Cambria House office in Cardiff.

We then propose weekly update meetings as the project progresses via Skype or other teleconferencing style method. Any additional face-to-face meetings needed will be planned in as required.

We envisage that most of the suppliers work can be completed from their own premises.
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 strong web UX design skills. (Weighting 15%)
  • have experience of designing public sector websites for a diverse range of users. (Weighting 10%)
  • demonstrate a strong user-centred design approach. (Weighting 10%)
  • have strong user research and site analysis skills. (Weighting 10%)
  • have experience delivering 'mobile first', responsive web designs. ( Weighting 10%)
  • have Umbraco content management system knowledge and skills. (Weighting 5%)
  • have exceptional practical knowledge of W3C accessibility standards. (Weighting 10%)
  • have experience of working with in-house developers and/or other suppliers. (Weighting 5%)
Nice-to-have skills and experience
  • provide technical web development for Umbraco .NET content management system. PLEASE NOTE: this may not form part of the final contract. (Weighting 3%)
  • demonstrate strong SEO skills and experience. (Weighting 3%)
  • produce well-written web content, if needed. (Weighting 1%)
  • conduct user testing sessions and usability evaluation sessions. (Weighting 2%)
  • develop and/or work with customer personas. (Weighting 1%)

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 3
Proposal criteria
  • How the approach and methodology will deliver our desired improvements. (Weighting 4%)
  • Project management approach - especially how they will identify and manage risk and dependencies. (Weighting 3%)
  • Estimated timeframes for the work. (Weighting 2%)
  • Team structure and supplier capacity. (Weighting 3%)
  • Value for money. (Weighting 3%).
Cultural fit criteria
  • Works well as a team with client organisations and other suppliers.
  • Is open and transparent in explaining actions and decisions.
  • Manages the expectations of customers, partners and stakeholders and is clear about what can be achieved and when.
  • Have a no-blame culture and encourage people to learn from their mistakes.
  • Works in an environmentally-friendly and sustainable way.
Payment approach Fixed price
Assessment methods
  • Written proposal
  • Work history
  • Reference
Evaluation weighting

Technical competence

50%

Cultural fit

10%

Price

40%

Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. Do you have a budget range in mind for this project? We didn't indicate a budget range originally, as we wanted to get as full a range of quotes as possible. However, the tentative budget allocated for this work is £40,000.
2. We believe 40K is not realistic for this piece of work in UX design. May we know how the cost has been calculated? We believe the minimum possible budget needs to be around 90k-100k. Please clarify. Our tentative budget was based on very high-level indicative costs from a supplier we have used previously and reflects our plans to do any technical implementation required internally. However, if it is necessary, we may consider adjusting this budget.
3. Hello - This requirement restricts competition, creates a closed shop of incumbent suppliers, and raises costs for the tax payer "have experience of designing public sector websites for a diverse range of users. (Weighting 10%)". Many private sector Web sites also have work with a diverse range of users. It is normal. What many government departments do is make this a nice to have requirement rather than a mandatory one. Could you change this requirement please? Many thanks. We chose to make this an essential requirement because we want the security of a supplier that has experience of designing sites that have to provide for a wide-range of diverse public services, as well as different types of users. This requirement also means the supplier will understand and have experience of working in a public sector environment, which is very different to that of the private sector.
4. W3C Accessibility Standard - which level of WCAG 2.0 are you planning to meet? Are you planning any additional strategy to ensure the accessibility of the webpage (e.g. 3rd party audits)? We work to a minimum of Double A web accessibility standard. We currently use a third-party service/tool provided by Sitemorse to support our accessibility monitoring and have an internal process for dealing with any issues highlighted.
5. Who will this role report to? The Web Project Manager leading the project.
6. Since 5% of the tender is based on Umbraco knowledge, will you be open to any change (eg, changing to Drupal?) No, we use the Umbraco CMS and we have no plans to change our content management system as part of this project.
7. What experience does the Web Project Manager have of leading digital redesign projects? The Web Project Manager is a digital professional with over 20 years experience and has managed several digital re-design projects during that time.
8. You mentioned that NRW is going through an organisation transformation - is your website strategy focused on internal requirements (you have a website to write about yourselves) or external needs (you have a website that helps users complete tasks)? We want our site to focus on external user needs and support users to complete tasks online.
9. What data analytics package are you currently using and who is responsible for gathering this data in the team? We use Google Analytics. The Digital Manager and Digital Designer based in our Corporate Communications team are currently responsible for gathering the analytics data.
10. Will you be using your current brand guidelines to implement the refresh? Will you require the successful supplier to create new guidelines The successful supplier would need to use elements of our brand manual such as the colour pallet, fonts, aspects of our super graphic and icon design. But we would like the supplier to interpret these in a new, fresher way and create a set of brand guidelines for online.
11. What is the anticipate budget for conducting research? There isn't a separate budget for research. Shortlisted suppliers will need to provide costs for conducting research as part of their pricing in their written proposal at the assessment stage.
12. What experience of running Agile projects does the Web Project Manager have? Although a Certified Scrum Product Owner (CSPO), the Web Project Manager has limited experience of running Agile projects at this time.
13. Do you anticipate this project to be delivered using Agile methodology? Yes, as far as possible.
14. What percentage of time do the identified existing NRW staff - Web Project Manager, Business Analyst, Digital Manager have to allocate to the project? Eg; will they be working on this as well as dealing with BAU activities? The Web Project Manager will be working 100% of time on this project. The equivalent of one Business Analyst working will be working 100% of time on this project. The Digital Manager will be working 20% of time on this project.
15. Does your Digital Manager look after paid search/ Ad sense? No - we do not do any paid search at this time.
16. Are you more concerned with paid or natural search optimisation? We currently focus on natural search optimisation only.
17. You have listed six known usability issues - did you conduct this research yourselves to find this out? If so, who did you involve? We have not conducted any specific website research. These issues have been identified from customer feedback captured: via our website feedback form; within other customer surveys; telephone feedback to our Customer Care Centre; and, more generally, via staff during customer interactions when delivering services. It is also based on feedback from our internal website users.
18. Do you have Google Analytics data or a similar data package that you have drawn initial conclusions from? Yes, we use Google Analytics.
19. Is there a welsh-language requirement? Yes, there is a legal duty to provide a Welsh-language version of the site. The site is currently a bilingual site.
20. Do you have a preference for the supplier to be able to communicate in Welsh? There is no strong preference to be able to communicate in Welsh.
21. You have listed a number of user stories. Who has developed these and what information are they based on? The user stories are based on the customer personas that have been developed internally.
22. Could you briefly describe what organisation's transformation and future online aspirations should the new website support? The organisation's transformation work is still at an early stage. However, emerging plans indicate that the site will need to support increasing online customer self-service and plans for new commercial services. Potential future website developments include: improved e-payment and online transaction facilities; possible online customer accounts, and; facilities to support further self-service of data assets, etc.
23. Why is "Umbraco content management system knowledge and skills" considered essential? A UX designer’s skill is not affected by their knowledge of any particular CMS or framework. Are you expecting the design team to also produce production ready Umbraco front-end layout templates? Yes, we are expecting the successful supplier to produce production ready Umbraco front-end layout templates.
24. Are there any special requirements connected with SEO for this project? There are no specific SEO requirements within this project. However, we will be completing a parallel piece of work to improve the site's search facility.
25. What do you mean by “more visual design”: should it be the final graphic design prepared with the graphic designer from the supplier side or do you plan to have the graphic designer from your side? If the second version is correct, how do you see the cooperation between the graphic designer and the supplier - e.g. will he/she be available to cooperate with the team from the beginning of the project? By 'more visual design', we are referring to the need to have a web template(s) that gives an option to create more visual, media-rich webpages where needed. This is a particular requirement for our webpages about our recreational facilities.
26. In the tender the ‘more visual design’ is mentioned for the new version of the webpage. Do you have any Corporate Identity document or Brandbook that should be consider during the redesigning process? By 'more visual design', we are particularly referring to the need to have a web template(s) that gives an option to create more visual, media-rich webpages where needed. This is a particular requirement for our webpages about our recreational facilities. Yes, we do have a corporate brand manual. The successful supplier would need to use elements of our brand manual such as the colour pallet, fonts, aspects of our super graphic and icon design. But we would like the supplier to interpret these in a new, fresher way and create a set of brand guidelines for online
27. Are there IT restrictions on installing software eg: for remote user testing / video recording? Software not on our approved list could not be installed without approval . Without knowing the software you are referring to, we cannot indicate the likelihood of its being approved. However, in principal if you were planning to use a well-known, off-the-shelf package from a large vendor, we imagine it would not be an major issue to get its use approved.
28. In the tender you mention the high-level business requirements that were used to determine the scope of the project. Would it be possible to see this document as it would help to prepare more accurate estimates for the project? We will provide this document to shortlisted suppliers at the assessment stage.
29. Is there an existing pool of users to carry out the research with? and do you have any existing customer insights or usability lab results to refer to? We will be able to organise users for user research and testing. We haven't conducted any formal user testing, so do not have any usability lab results that we can share with you. However, we do have customer insight and user feedback captured via our website feedback form and other customer surveys.
30. Is there any additional functionality planned or new features to be implemented? Is any rebrand work involved? We plan to implement a new website document library, which will be developed as a parallel piece of work. In terms of branding, the successful supplier would need to use elements of our brand manual such as the colour pallet, fonts, aspects of our super graphic and icon design. But we would like the supplier to interpret these in a new, fresher way and create a set of brand guidelines for online.
31. When will the detailed business requirements be available against which a more considered quote can be produced? The detailed business requirements work currently being completed is focussing on the non-design/non-UX-led requirements and will not be completed by the deadline of this procurement process. We anticipate that the UX design will be driven by website user needs, so would expect there to be limited emphasis on internal business requirements.
32. Quality is paramount in this piece of work. The USER is the outcome. It's difficult to envisage the outcome until you will see the metrics AFTER the project. We have worked on similar requests and the design and clarity along with User interaction has been KEY. We will look to provide best cost scenario, however not sure based on 90-100k we can reduce the same by more than 10% Please let us know if there is flexibility. We are happy to submit our proposal when requested. While we totally agree with you regarding a focus on our website users and the quality of the user experience, unfortunately we do not have huge, unlimited budgets to complete this work. Subsequently, we have to produce the best quality within the budget we can afford. As stated previously, we will consider adjusting the budget if necessary.
33. What experience of lead multi-disciplinary projects does the Digital Manager have? Will the successful supplier report into this role? The supplier will report into the Web Project Manager. The Web Project Manager has good experience of leading multi-disciplinary projects. The Digital Manager will be supporting the project as needed.
34. Who is your current search provider? We do not use any third-party organisation to provide any support with our search implementation. In terms, of the search engine application used within the site, we are using Umbraco's Examine.
35. Who will be responsible for recruiting the users for user research and user tests? Is it possible to use current users of the NRW website or should the supplier perform the recruitment? We plan to recruit users for the user research and user tests and aim to include current website users.
36. How do you envisage the content-creation process? Should the supplier support it in any way? This will really depend on how radically different the new IA is from the existing one. At the moment, we are anticipating minimal content changes / new content required, for which we plan to manage and implement the content updates internally. However, if a high volume of content changes are needed and/or completely new content needs to be produced, it is likely that we will need the successful supplier to provide support with this.
37. How do you see the cooperation and the division of work with your Business Analysts? The Business Analyst (BA) is responsible for the capture of both the high and low level requirements from our internal stakeholders. This requirements work has a particular focus on the work packages that are not UX-design led. However, the requirements will be shared with the UX web supplier in case there are any implications for the design work. Subsequently, the BA will liaise between the external supplier and internal teams, ensuring the requirements are understood and will deal with any queries/issues that arise. This support will continue throughout the project. The BA will ensure all business requirements have been addressed/delivered.
38. Do you need a bilingual copywriter ("produce well-written web content, if needed") or would you accept English copy that you translate into Welsh? We will make arrangements to translate any English copy provided into Welsh. Please also see the answer to Question 36.
39. Beyond personas....has any customer journey mapping been completed to date? What accessibility standards are you aiming at – A, AA or AAA? We are at the early stages of our customer journey mapping work, so do not have any finished outputs that we could share with shortlisted suppliers. We work to a minimum of Double A accessibility standards.
40. You mention that "Additional work is being planned to improve the search" how will these two workstreams interact? The 'improved search' work package is essentially a discrete piece of work to re-configure NRW's implementation of the Umbraco Examine search application, so the site's search generates more accurate search results against the search terms used. We anticipate this work being at content page level, so the interaction between this and the UX-design led work packages are likely to be limited.
41. Will the website redesign be connected with changes in other customer touchpoints? May changes in other touchpoints influence the website during the redesign project? Will the changes in other touchpoints be flexible if the Website Redesign project should influence them (e.g. if there are some changes in CI)? The Delivering Customer Focus Programme is at the early stages of its customer journey mapping and customer insight work, so the timing of this project means there are unlikely to be any changes to customer touch points or direct impacts from the Programme at this time.
42. Will the “non-design/UX lead” document be available at the start date of the project? How can it influence the scope of the UX Improvements and Re-design project? The low level business requirements work currently being completed is focussing on those work packages that are not design/UX led. The documentation from this work will be available at the start of the project. However, we anticipate that the UX design work will be driven by website user needs, so would expect there to be limited emphasis on internal business requirements.
43. Would it be possible to see any outputs of the ‘Delivering Customer Focus’ programme? Especially the personas created during the programme? This may help in estimating the time needed for further user research in order not to duplicate the job that has already been done. We will be able to share our customer personas with shortlisted suppliers at the assessment stage. We are at the early stages of our customer journey mapping and customer insight work, so there aren't any finished outputs that we would be able to share with shortlisted suppliers. Please also see the answers to Questions 39 and 41.
44. The engagement of the Technical Web Developer from your side was mentioned in the tender. Is the overall development a part of this project? How do you see the cooperation and the division of work on this field? At present we plan to engage a technical Web developer to do the technical implementation for the project as a whole. So we want the Web developer to complete the technical implementation on those work packages that are non-design led, as well as any technical implementation required from the UX design work - eg implementation of the CMS templates supplied by the successful supplier, etc. We would expect the successful supplier to work closely with the Web developer regarding the technical implementation of the outputs/deliverables from the UX work.
45. What is the cost of incentives you are willing to pay research participants? We are intending on sourcing participants for any user research / testing ourselves. For the informal research/testing we have done in the past, we have only paid for participants' travel expenses and provided lunch. We might consider offering retail vouchers, if necessary.
46. Will travel to/from the supplier site and Wales be covered by the budget? Yes, it will. However, we would expect any rail travel to be by standard class and for rail tickets to be purchased in as far in advance as possible to obtain the best ticket price. For travel by private motor car, we will pay mileage allowance at 45p per mile up to 10,000 miles and 25p per mile for over 10,000 miles in the tax year. Given the significant environmental damage caused by flying, we will not pay for any air travel within mainland UK.
47. Would you be willing to pay for the hire of a user research lab based in Wales? Shortlisted suppliers will need to provide costs for conducting research as part of their pricing in their written proposal at the assessment stage. If you need to use a user research lab to conduct this research, then you should reflect the costs of this in your proposal if you are shortlisted for the assessment stage.
48. Do you have onsite research facilities or a room that can be used to conduct research? No, we do not have any onsite research facilities. If you need participants to have PC access as part of your research, then we do not have any suitable rooms. If you wanted to conduct a small focus group session(s) that did not require access to PCs, then we might be able to find a room that was suitable for that.
49. Regarding the supplier assessment methods, for clarity are you expecting a written proposal in addition to the evidence submitted on DOS? For the Work History, is a CV sufficient or do you have a specific template? For the Reference, can we use references that were supplied at time of job application to the supplier place of work or do you expect individuals to contact previous employers again? If so, how many years' of references do you require? Yes, we want a written proposal from shortlisted suppliers as part of the assessment stage. We will provide shortlisted suppliers with templates to use for the written proposal, work history and references. We want two references for previous work that was completed in the last three years that were similar in nature to our requirements. This information will also be stated in the reference template. We will contact your referees directly.