Historic Environment Scotland App SLA

Description

Historic Environment Scotland (HES) is looking to award a contract for the ongoing maintenance, support, and hosting of the Historic Environment Scotland App. This includes the Membership section of the app which presents a digital membership card for current Historic Scotland members. The successful supplier will also be required to provide additional services such as analytics and adhoc development as and when required. The successful supplier must ahere to app store guidelines and the Support License Agreement should include: - Bugs and priority fixes - Site/App errors - Client application faults - Ad hoc training requirements by telephone - Assistance to users - Security, maintenance and updates - Plugin feature updates - App Accessibility The current app system includes: - Native iOS and Android App - SWIFT - KOTLIN - Content management system (CMS) - Hosted AWS environment - PHP, SQL, System Permission Secured - API’s – social feed/s and sharing, membership, itineraries - Integration of Google maps - Full accessibility audit and conformation to Cabinet Office standards - Location aware SERVICE REQUIREMENTS Content Management The successful supplier will be required to host, support and maintain the app securely in the current format. APIs There are several existing and future APIs which will need to be considered as part of the project. Existing APIs include Twitter, Membership and also itineraries. Analytics Report on number users engaging with the app and how long they use it for. App Accessibility Under the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018, all public sector mobile applications must meet Web Content Accessibility Guidelines (WCAG 2.1 AA Standards). The successful supplier will ensure these are met throughout the contract period. GDPR Compliance The app will require cookie banners, appropriately set for users to manage preferences for marketing and performance cookies. Currently there is a function where users can sign up to the Historic Scotland newsletter. Data is stored within the app and deleted once downloaded and added to the Historic Scotland CRM system. SUPPORT DEFINITION App support is reactive – something has stopped working and needs fixing or systems usage guidance is required. This is provided by developers and project managers to cover problem and/or issue resolution to a delivered solution. CMS application support should initially be covered during the contract period. The contracted supplier will be responsible for applying software security patches to the core CMS application as required. Any changed must be logged and agreed by HES before any work is carried out. The supplier must apply any patches that are requested by HES to meet necessary regulations or accreditation. An out-of-hours contact should be provided in case of an emergency. MAINTENANCE DEFINITION App Maintenance covers additional design, development, or marketing work to the delivered solution, where the scope of that work is not large enough to merit a fully specified separate project or change request. Examples of work covered by maintenance include: - Proactive requests to effect modifications and enhancements to the function or structure of the app. - Assistance with content changes, image processing and design updates. - Updating and/or adding new small-scale features and functionality. - Technical advice and research. - Digital marketing advice, Google Analytics, SEO and social media optimisation. HOSTING The successful supplier will host the HES app in a location that meets industry standards. The successful supplier will carry out all the necessary maintenance work e.g network monitoring to minimise the effect of service disruptions, security management, data back up and restore. Business Continuity and Disaster Recovery is mandatory and successful suppliers should provide details of how this will be achieved throughout the duration of the contract.