Discovery for redesigning Renfrewshire Council’s digital experience estate

Description

Summary of the work Renfrewshire Council requires an outsourced managed service for a digital agency to conduct a discovery phase and define recommendations that will help redesign our digital experience estate. This includes technology options with varying investment, timelines, resources, governance, support, processes to deliver new web offering. More details about our programme: https://thethread.renfrewshire.gov.uk/blog/2021/03/23/invitation-to-tender-discovery-phase/ Expected Contract Length Four to Six months Latest start date Monday 14 June 2021 Budget Range Up to £80,000, excluding VAT Why the Work is Being Done Renfrewshire Council is looking for an outsourced managed service with an experienced digital agency specialising in experience design, technology development and digital transformation to undertake the first phase of our Digital Experience programme and conduct discovery activities. The aim of this phase is for the appointed supplier to produce a report with detailed recommendations that will seek to: Consolidate the Council’s existing digital channels to meet users’ needs better, starting with the development of a new Renfrewshire.gov.uk diversify digital channels and touchpoints to reach and engage with our audiences on their preferred device(s) Implement a new CMS/DXP platform and integrate it with supporting internal systems and data/content feeds Implement additional technologies to further improve the user experience (e.g., automated digital comms, SEO tools, accessibility and compliance checker, web monitoring systems) Set up an effective governance with processes and principles that will protect the integrity of our future digital experience estate. This procurement is the first scoping phase for delivery of requirements and recommendations of the report. Future work maybe delivered in multiple phases and suppliers can tender for all. Subsequent phases will be implemented once approved and will be run as one or multiple tenders when Procurement route is known. Problem to Be Solved Renfrewshire Council is looking for an outsourced managed service with an experienced digital agency specialising in experience design, technology development and digital transformation to undertake the first phase of our Digital Experience programme and conduct discovery activities. The aim of this phase is for the appointed supplier to produce a report with detailed recommendations that will seek to: consolidate the Council’s existing digital channels to meet users’ needs better, starting with the development of a new Renfrewshire.gov.uk diversify digital channels and touchpoints to reach and engage with our audiences on their preferred device(s) implement a new CMS/DXP platform and integrate it with supporting internal systems and data/content feeds implement additional technologies to further improve the user experience (e.g., automated digital comms, SEO tools, accessibility and compliance checker, web monitoring systems) set up an effective governance with processes and principles that will protect the integrity of our future digital experience estate Who Are the Users As a resident of Renfrewshire, I want to be able to locate information effortlessly, so that I can complete my task quickly and easily. As a person affiliated with Renfrewshire, I want to know and feedback about things that affect me or my business, such as changes, developments or investments in the area. As a business, we want to complete compulsory business transactions easily, so that we can carry on with day-to-day responsibilities as a business with no delay. As a Council, we need to provide clear and concise information, so that our service users find information quickly that is easy to understand. As a Customer Service Advisor, I want to be able to find information about a specific council service quickly, so that I can help answer the query for the customer who has made contact. As a Content Designer, I need a simple and intuitive CMS/DXP interface, so that I can create and manage useful content. As a Form Developer, I want to link our backend systems (e.g., CRM) and CMS/DXP platform, so that customer requests can be actioned quickly and accurately. Early Market Engagement We engaged the market and discussed project approaches and platform options with technology vendors and digital agencies who work nationally and internationally and across the public sector. We have also gathered the latest insights and market information from other sources such as the Gartner Magic Quadrant and this has allowed us to inform our Digital Experience programme. We are aware of the project phases we can expect to work through (Discovery, Alpha, Beta and Live). We are also aware of the current market costs that different CMS/DXP platform choices may present. Work Already Done Developed a 4-year Digital Experience programme outlining actions to consolidate, protect and diversify our future estate. These actions will be defined during Phase 1 to work with future recommendations. Audit digital experience estate, focussed on current core CMS and websites. Launched digital experience online hub, The Thread, to raise awareness about the importance of our digital experience, establish authority, governance and engage with relevant stakeholders. Developed a content governance model and support policy. Mapped the IA of Renfrewshire.gov.uk and intranet and auditing the content. Engaging with web editors and contributors to prepare and support for the changes to digital experience. Existing Team In the first year of our programme, we have created a Digital Experience (DXP) team which consists of Digital Experience Manager, 2 x Content Designers, and Content Design Assistant. The DXP team works closely with other departments and services including Comms, IT and Customer and Business Services. The successful supplier will work as part of the Digital Experience team. Extensive engagement and collaboration with other stakeholders across the Council will be necessary including Senior Council Management, Heads of Service, Service Managers and Councillors. The supplier will also be expected to digitally engage with local communities. Current Phase Discovery Skills & Experience • Demonstrable experience of leading Discovery activities remotely to identify users’ needs and organisational objectives and develop a prioritised list of detailed requirements • Demonstrable experience of recommending and delivering digital experience solutions (e.g., implementation of new CMS/DXP) in large and complex organisations for a UK audience • Be platform agnostic, with extensive experience of at least 3 different enterprise-level CMS/DXP platforms and other digital experience solutions (e.g., automated digital comms, SEO tools, web monitoring systems, hosting) • Experience of integrating data/content feeds and CRM and ERP systems with CMS/DXP platforms and other digital experience solutions to support user experience of digital channels and touchpoints please see below • Examples for experience number 4 listed above are e.g., websites, mobile apps, automated digital communications, voice and conversational interfaces • Experience of authentication and single sign-on integrations with CMS/DXP platforms and other digital experience solutions • Experience of drawing-up technical infrastructure recommendations and options, ensuring robustness and scalability in using technology to meet user needs • Evidence of reducing technical debt and using the best technology for the task, while adhering to expected technical standards • Experience of developing clear and engaging proofs of concept including to-be technical architectures, user journeys and prototypes • Demonstrable experience of impeccable design and content work, working with pattern libraries, source code repositories and digital style guides • Experience of developing inclusive digital channels which comply with WCAG 2.1 and GDPR regulations, together with knowledge of these regulations for public sector digital channels • Experience of engaging with internal and external stakeholders to gain solid, actionable insights, alongside data analytics expertise Nice to Haves • Experience of working with public sector bodies including local or national government • Evidence of designing modular reusable and repeatable systems • Experience of developing ‘decoupled’ or ‘headless’ CMS/DXP platforms • Demonstrate experience of supporting cultural change and adaptation / flexibility to rapidly changing environments • Experience of developing inclusive digital channels which comply with WCAG 2.1 and GDPR regulations, together with knowledge of these regulations for public sector digital channels Work Location This work is likely to take place remotely subject to current restrictions in place for COVID-19. The Digital Experience team is currently working entirely remotely. On-site work will be at Renfrewshire House, Paisley. This will be discussed further upon commission and at kick-off meeting. Working Arrangments The supplier will integrate with the Digital Experience team, share knowledge and insight, work in an open and transparent way, demonstrating good agile product delivery practice, determining preferred methodology of discovery activities. Timeline will be defined/agreed at the start of the contract. The Council will expect an interim report 3 month into the project and a detailed report at the end to allow to determine budget. Meetings, workshops will be held on Microsoft Teams as Zoom is not permitted. The Digital Experience team currently uses Smartsheet to project manage with a desire for it to be used for this project. Security Clearance Not applicable Additional T&Cs not applicable No. of Suppliers to Evaluate 5 Proposal Criteria • What is your proposed approach to conduct this discovery phase and define successful recommendations that will help us redesign our digital experience estate? (15%) • Please note this question is split between Q2 and Q3 due to word count. How will you help us deliver a prioritised list of detailed requirements – more detail below. • i.e ideally in the form of user stories, service patterns and functional requirements, that can be used to inform recommendations and brief the subsequent phases (Alpha, Beta, Live)? (10%) • How will you identify the right technology, investment, timelines, resources, governance, support and processes required for each recommendation? (10%) • Please note this question is split between Q5 and Q6 due to word count. What team structure will you propose, given the skills required • How each team member will contribute to solving the challenges and meeting the Council’s ambition? Will the team you propose be available for the duration of the contract? (10%) • How will you identify any potential internal gaps and barriers for the subsequent phases and create recommendations to overcome or resolve them? (5 • What risks do you perceive in the proposed discovery phase and how will you (and the wider team) mitigate them to an acceptable level? (5 • How will you support the Digital Experience team to present findings and options to directors and the Digital Board and secure approval? (5%) • How will you ensure that Renfrewshire Council gets maximum value for money without compromising on deliverables by engaging your company? (5%) • Fair Working Practices - questionnaire with proposal template (5%) Cultural Fit Criteria • How will you ensure that you work with the Digital Experience team and other key internal stakeholders as a single team with a shared purpose? (3%) • What measures will you use to ensure that you quickly understand the Council’s vision and values and apply it to your work with us? (3%) • How will you ensure that you communicate and engage with relevant stakeholders openly, honestly and constructively, challenging any pre-conceptions and involving them in decision making? (2%) • How will your approach remain flexible and agile over the life of the contract? (2%) Payment Approach Capped time and materials Assessment Method • Case study • Presentation Evaluation Weighting Technical competence 70% Cultural fit 10% Price 20% Questions from Suppliers 1. 1. How many and what type of resources are required?2. What will be the minimum required qualification and experience for the resources?3. Please share detailed scope of work.4. Are you OK with resources working from offshore?5. What evidence / documentation will be required to show the desired experience? 1. This is for the supplier to decide based on the published brief and outcomes. An outsourced managed service is required.2. Please check the Skills and experience section. 3. Scope of work is summarised in the brief. Additional information about the Council’s Digital Experience programme https://thethread.renfrewshire.gov.uk/blog/2021/03/23/invitation-to-tender-discovery-phase/4. Resources working offshore is ok as long as skills and experience requirements are met and available in GMT time. Calls, meetings, workshops, etc. will be held on Microsoft Teams as Zoom is not permitted.5. Examples of work relevant to the brief and demonstrate that you meet the skills and experience criteria. 2. Who from your team will be scoring applications for this opportunity and what positions do they hold? 4 people will be scoring applications: • Digital Experience Manager• Customer Technology Officer• Enterprise Architect Manager• Marketing Manager 3. Can you please advise the timelines of this procurement (e.g. shortlisted companies notified, anticipated contract award)? Also, can you confirm if shortlisted suppliers will have the opportunity to present? The full procurement timeline can be found on https://thethread.renfrewshire.gov.uk/blog/2021/03/23/invitation-to-tender-discovery-phase/. Please note some of the dates are indicative. We can confirm that shortlisted suppliers will be asked to present their proposal. 4. Is there a current preference for DXP/CMS platform? At this stage a decision has not been made on the DXP/CMS platform and supporting technology. This is one of the outcomes from the Discovery phase, to identify a technology architecture that would meet the users’ needs and organisational objectives. This is why one of the requirements is to be platform agnostic. However, we have a preference for technology that gives us greater control over the user experience and having more responsive applications for delivering content and online services. Decoupled / headless approach is something we have looked at with a particular interest. 5. Are you expecting the report to create a digital vision/ strategy that then allows a set of platforms and technologies to be defined; OR do suppliers need to work on the assumption that the platforms and technologies already identified in your brief are correct? The latter approach would therefore only help you identify platforms based on your current assumptions. We have already created a digital experience vision. It is summarised here: https://thethread.renfrewshire.gov.uk/vision-and-strategy/. We have also defined strategic actions for our programme, which are listed here: https://thethread.renfrewshire.gov.uk/blog/2021/03/23/invitation-to-tender-discovery-phase/#strategic-actions. We haven’t chosen any platforms or technologies yet. We want the appointed supplier to conduct discovery activities to define our needs. These will then be used by the supplier to recommend suitable technologies, timelines, investment, resources, support, processes and governance. We will certainly refine the vision / strategy after the definition of our needs, if needed. 6. Do you anticipate the supplier needing to also help the Council identify areas of cultural change/transformation which may be needed in order to successfully implement and adopt new platforms and technologies? We want the supplier to deliver the outcomes listed in the brief. If there is an area of cultural change/transformation that is not in the brief but recognised as a key to the success of our Digital Experience programme during the Discovery phase, we will certainly welcome help and advice from the supplier. 7. Our reading of the brief is that no implementation of platforms is required as part of this project. Is this a correct interpretation? This is a correct. There is no implementation of platforms. We want to define a list of requirements and identify a suitable CMS/DXP platform with supporting digital experience solutions. You can read all the outcomes of our discovery phase here: https://thethread.renfrewshire.gov.uk/blog/2021/03/23/invitation-to-tender-discovery-phase/ 8. There are a variety of ways this could be achieved through the use of open source platforms, COTS systems and bespoke build. Do you have a preference of approach at this stage? We are fully aware that there are a variety of ways this could be achieved and we have no preference at this stage. Although, we have an interest in decoupled/headless platforms. The Discovery phase will allow us to identify one or multiple types of technology that would be adapted to our needs and resources. It is essential that the supplier is platform agnostic. 9. Is there an incumbent that has helped with the DXP programme? There is no incumbent that has helped with the DXP programme. It has been developed by the Digital Experience Manager in collaboration with colleagues from relevant departments. 10. What did the early market engagement reveal about CMS choices. Has the council got a strong preference for a particular CMS platform? On top of doing a review of our current platforms, we contacted CMS/DXP platforms ranked in the Gartner and Forrester Magic Quadrant (Acquia, Adobe EM, Bloomreach, EpiServer, Kentico, Sitecore) and looked at fully open-source platforms like Umbraco. We also spoke to some organisations who are using these platforms. This allowed us to understand the market, the technology available, and the investment required. We don’t have a strong preference but we feel that Drupal with Acquia or Bloomreach could potentially meet our needs, however want the appointed supplier to help us find the most adequate platform. 11. Will any documentation that comes under ‘Any work that’s already been done’ be available for review before the supplier is awarded Documentation will be provided to the appointed supplier as soon as possible. Most findings from our documentation are summarised on The Thread, except for the IA of Renfrewshire.gov.uk and the results from our content audit. This audit is still ongoing. 12. Will it be possible to see the existing DXP teams skills and experience, so we know where their skill gaps are, allowing us to identify early any potential internal gaps and barriers First year of our programme, a Digital Experience (DXP) team was created consisting of Digital Experience Manager, 2 x Content Designers. The skills of the DXP team are mainly around content, user experience and digital channels management (mainly websites). The team has experience with multiple CMS, both open source and COTS. There is a similar team at the Council called Digital First. This team manages the customer portal (https://myaccount.renfrewshire.gov.uk/) and the associated CRM (Granicus). Digital First has experience in user research, service design, CRM management and form development. DXP team work closely with Digital First to develop the DXP programme. 13. Will the Renfrewshire Council be open to working with companies outside of UK? Resources working outside the UK is ok as long as skills and experience requirements are met and available in GMT time. Calls, meetings, workshops, etc. will be held on Microsoft Teams as Zoom is not permitted.