Web Estate Discovery - Public Health Wales

Description

Summary of the work Delivery of a discovery phase for the Public Health Wales web estate, which currently includes a number of brands and functions across the organisation. This commission will determine how our bilingual web presence can best serve the needs of our users. Expected Contract Length 10-12 weeks. Latest start date Monday 5 December 2022 Budget Range Up to £125,000 Why the Work is Being Done Public Health Wales (PHW) aims to improve the healthy life expectancy and reduce health inequalities for people across the whole of Wales. Our web estate is broad and encapsulates a number of PHW brands. We need to understand how all our websites are meeting the needs of our audiences and define the opportunities for improvement and development. Our aim is to embed user centred design as core to the organisation and understand what systems, governance and processes we need to make this sustainable. Problem to Be Solved We do not currently have a deep enough understanding of our user needs with respect to our websites. We have a number of websites, created by different departments for different purposes, which makes the user journey fragmented and our information inconsistent. Who Are the Users The users of our website include: Stakeholders and partners across government, NHS Wales, the third sector in Wales and academia in the UK and internationally Health and care specialists who use the research and data that we produce as key tools in their work Employers who wish to improve public health in their workforce The public at large who access our website for information about coronavirus, screening services, vaccinations and more This piece of work will involve developing a better understanding of user needs. Work Already Done User personas have been created for some aspects of our work, as well as an accessibility audit of the PHW website. This work will be shared with the supplier. Existing Team The supplier will be working directly with the Head of Digital Experience and Services and the Head of Communications, with support from their teams. The supplier will also be expected to present to Board, Business Executive Team and key directorates when required. The supplier will have access to other members of staff and are expected to deliver a series of workshops with the aim of capturing insight. At least one of these workshops is to be held in the Welsh language. Current Phase Discovery Skills & Experience • Have experience of researching and understanding user needs • Be able to analyse and synthesise strategic plans and policies • Have proven experience of assessing the design, content and navigation of websites • Have experience designing services for users with low digital literacy • Be able to conduct technical assessments of web systems • Have experience of reviewing content, editorial and media delivery on online platforms • Understand engagement metrics and key performance indicators • Have experience of working with multiple stakeholders • Be able to run workshops for developing insight • Understanding of the Welsh Language Standards • Experience of the WCAG 2.0 accessibility standards Nice to Haves • Demonstrate successful delivery of digital projects in the NHS • Familiarity with the Wellbeing of Future Generations Act (Wales) Work Location Work will take place at 2 Capital Quarter, Tyndall Street, Cardiff CF10 4BZ. Work will also take place remotely, via Teams. Working Arrangments Suppliers will be expected to balance face-to-face working with remote working in order to meet objectives efficiently and in a cost-effective way. Security Clearance ISO 27001 or Cyber Essentials Plus and be able to show appropriate commitments to working with sensitive data. Additional T&Cs Suppliers will need to work in accordance with the Welsh Language (Wales) Measures 2011 and Standards (2016). The Welsh Language Standards promote and facilitate the Welsh language and ensure that the Welsh language is not treated less favourably than the English language in Wales. Bidders must confirm they comply with this and describe how they will meet this requirement if they cannot meet these standards currently. In any event, bidders must be able to comply with the standards by the contract award date. Tenders for a contract submitted in Welsh will not be treated less favourably than in English. No. of Suppliers to Evaluate 5 Proposal Criteria • approach and methodology • how the approach or solution meets user needs • how the approach or solution meets the organisation’s policy or goal • how they’ve identified risks and dependencies and offered approaches to manage them • value for money • team experience • estimated timeframes for the work Cultural Fit Criteria • work as a team with our organisation and other suppliers • be transparent and collaborative when making decisions • share knowledge and experience with other team members • challenge the status quo • be comfortable standing up for their discipline • can work with clients with low technical expertise • have a no-blame culture and encourage people to learn from their mistakes Payment Approach Fixed price Assessment Method • Case study • Work history • Presentation Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers 1. Is there scope for a shorter delivery, as per GDS’ suggested 4-8 weeks for Discovery? Or is there something driving the 10-12 weeks outlined in the advert, e.g. need for stakeholder access? The 10-12 week timeframe is due to the potential challenges in accessing key participants as well as accounting for leave around Christmas and New Year. We would welcome a quicker Discovery if possible. 2. Do you intend to share more context and detail with shortlisted suppliers – in particular, on the scope and extent of the work – to enable them to provide a fixed price proposal? Shortlisted suppliers will receive a brief which provides further information and expectations. The successful bidder will be provided with background documents to help understand the current context. 3. To what extent would your team like to be hands-on with the work? The Digital Services, and Communications teams would like regular touchpoints (weekly) with the supplier. Certain staff may also attend user research or workshops to learn from (as well as inform) the process. We would also like our staff to be able to learn from the experts within the supplier team, so that this Discovery creates a sustainable legacy of increased knowledge for our teams. 4. What’s the most challenging aspect of this project? The breadth of work of Public Health Wales and the fact that our role is not clearly understood by the public. 5. Is there an existing strategy around user recruitment? No. 6. Where are the biggest risks? As part of this process, we'd expect the suppliers to assess and analyse risk, presenting your findings back as part of the process. 7. How many websites make up the web estate? / Can we ask how many websites will be part of the review? There are a significant number of websites for sharing information as well as promoting health campaigns. Whilst we have many sites currently, we are looking to rationalise, ideally to one main site. 8. What type of company are you looking for to deliver this work? One that has experience in running Discovery phases (https://www.gov.uk/service-manual/agile-delivery/how-the-discovery-phase-works) for large and diverse organisations. 9. What is the scale of the PHW web estate to be reviewed (e.g. approximately how many sites, intranets, microsites etc.)? All external websites (PHW website as well as microsites). 10. Approximately how many different brands are represented across this web estate or are they all within the PHW brand? In 2019, PHW registered over 40 brands with the Information Commissioner's Office. However, not all of these have distinct websites. Overall, we are looking to rationalise, ideally to one main site. 11. Do PHW have relevant data/analytics for each website (e.g. Google Analytics, Google Search Console etc.) and will the supplier be granted access? Yes, for most though some legacy websites may not have Google Analytics. The successful supplier will be granted access or provided with required data. 12. Will PHW support the supplier in populating external stakeholder workshops and providing access to audience data for surveys? If we need to support PHW with finding end users is this to be costed within the budget? It is expected that the supplier costs the recruitment of end users in their budgets. 13. How many of the PHW websites require adherence to the Welsh Government GEL framework? None. The Public Health Wales web sites form part of the wider NHS Wales web estate rather than the Welsh Government web estate. 14. Have PHW undertaken any preliminary work / research and, if so, what has been done and will it be shared with the supplier? Any research already conducted, which includes some persona development and accessibility testing, will be shared with the successful bidder. In addition to this, we will share the findings of a recent brand audit along with the strategic recommendations within that. 15. Will PHW provide access to appropriate people to aid the Discovery process and to gain a deep understanding of the architecture of the existing solution and their desired technical outcome from the Discovery? Public Health Wales will provide access to both internal teams with the relevant knowledge and will faciliate meetings with other partners as needed, such as Digital Health and Care Wales (the NHS Wales digital shared service). 16. Will PHW provide access to appropriate people to aid the Discovery process and to gain a deep understanding of the architecture of the existing solution and their desired technical outcome from the Discovery? Public Health Wales will provide access to both internal teams with the relevant knowledge and will faciliate meetings with other partners as needed, such as Digital Health and Care Wales (the NHS Wales digital shared service).