Website maintenance services

Description

Chiltern Railways Limited (CRCL) will be conducting a tender for the maintenance of its website and other digital services for passengers who travel on the rail network and in particular passengers who use CRCL train services. CRCL defines its website as: • A digital marketing website which will provide information to customers, CRCL marketing opportunities, customer support and account management. The website is also the "shop window" to allow CRCL to retail rail tickets online. The website can be found at https://www.chilternrailways.co.uk/ Other Digital Services are also expected to be provided by the winning bidder, including but not limited to - - Website Maintenance - Website Hosting -Data Capture -Reporting & Analytics -SEO/ Digital PR services -CRO Services -Project & Account Management Lot 1: Chiltern Railways Limited (CRCL) will be conducting a tender for the maintenance of its website and other digital services for passengers who travel on the rail network and in particular passengers who use CRCL train services. CRCL defines its website as: • A digital marketing website which will provide information to customers, CRCL marketing opportunities, customer support and account management. The website is also the "shop window" to allow CRCL to retail rail tickets online. The website can be found at https://www.chilternrailways.co.uk/ Website Maintenance will include the following as a minimum: • Overall technical management of CRCL's website, delivering acceptable performance and uptime in a compliant, secure manner • Resolution of incidents, bugs and issues • Integrations with relevant data systems to deliver critical customer support information • Working with CRCL to deliver website upgrades and improvements • An effective Content Management System allowing CRCL to add, change and delete website content easily and quickly The scope of this contract is maintenance of the current CRCL website. CRCL will be looking to deliver upgrades and improvements to the current website through the term of the contract, rather than seeking a new website to be built. Other Digital Services are also expected to be provided by the winning bidder. These will include: • Cookie compliance for CRCL's website and mobile apps (iOS and Android) • Accessibility tool for CRCL's website • Abandoned basket • Search Engine Optimisation / Conversion Rate Optimisation • Content creation This tender supports CRCL's digital ambitions, which focuses on delivering the best digital and journey experience with Chiltern, in a cost-effective manner. For Chiltern to be the best transport operator it can be, it needs a digital ecosystem that will deliver the levels of trust, security, support and inspiration that its customers are looking for. Chiltern operates regular services on four main routes, supporting communities in the West Midlands and South-East England: • London to Birmingham • London to Oxford • London to Aylesbury • London to Stratford-upon-Avon Locations served by Chiltern include Warwick, Leamington Spa, Banbury, Bicester Village, High Wycombe, Gerrards Cross and Wembley Stadium. It is a requirement that the preferred supplier can supply both the Website Maintenance and Digital Services. Bidders will be able to propose solutions that allow for sub-contracting if required to deliver both the Website Maintenance and Digital Services but there must be one lead bidder who CRCL will contract with if the bidder is successful and whom will be liable for all elements of the contract. Therefore only the lead supplier should respond to this Contract Notice and partake in the tender