PE0572 - New Homes Website

Description

Summary of work Peabody New Homes are looking to redevelop their website and require an experienced Umbraco partner agency to undertake the build project which will cover: discovery, design, development and dedicated ongoing hosting and support. Initial requirements are for the redevelopment of the peabodynewhomes.co.uk website onto the latest Umbraco CMS, with future consideration towards adopting an enterprise level solution CMS for future Peabody group websites. Where the supplied staff will work London Why the work is being done The Peabody New Homes website currently operateson V8 of Umbraco which reaches 'end of life' support in Feb25, we therefore have a requirement to redevelop the website before this date. As well as the New Homes website, the Peabody group also have a number of other websites across various different platforms. The long term goal therefore is to centralise all group website into a single enterprise level CMS solution starting with the new homes website with consideration to future group website needs. Our aims for the Peabosdy New Homes website are to improve our website's effectiveness to convert users into customer enquiries, to give our website users a better experience through improved UX and content delivery, to make our website easier to find online by improving search visibility and to improve how well we track and measure the websites performance. Along with this, we want the Peabody New Homes website to stand out from our competitors and position us as an aspirational mixed-tenure developer of choice. Finally, we want to develop a website that offers value for money through being cost effective to manage and maintain and is built in a future-proofed way to allow straight forward future upgrades and updates. The business problem The current Peabody New Homes website is circa 8 years old and was built on Umbraco 7 and currently on version 8. We would like to bring the website up to date with latest technology and design principles to mitigate the risk of being on older software, to avoid complex future upgrades. We also aim to improve the useability of the CMS for our website editors and to avoid the performance of the website being impacted. As part of the website redevelopment, we also want to consider additional site enhancements within future phases of work such as incorporating a customer login area to the site to improve the overall customer experience for our target audience. There is also a need to consider the wider enterprise level solution and create efficiencies within the group for future website needs in the business. The people who will use the product or service User type: First Time Buyers Definition: Those seeking to get on the property ladder and secure their first home User type: Second Step Buyers Definition: Existing Peabody homeowners' who are looking to sell their existing Shared Ownership home, staircase (increase the ownership share of their Shared Ownership home) or looking for general advice User type: B2B Buyers Definition: Consists of property investors and partner organisations such as Joint Venture partners and local authorities. The website will have content showcasing Peabody New Homes as a great company to buy from, work with and work for. User type: Peabody Marketing Definition: Editorial rights for internal teams and authorised 3rd parties including access to reporting and analytics Which phase the project is in Not started Existing team Working directly with the Peabody Digital Marketing team (Head of Digital, Digital Channels Manager, Digital Operations Manager, SEO and Content Executive, 3x Digital Marketing Executives). The project will also involve central brand and marketing team (Head of Brand, Brand Manager), Sales (Head of Sales) as well as IT (IT Business partner, Contracts and Licenses Manager) Address where the work will be done 45 Westminster Bridge Road, London, SE1 7JB Working arrangements Standard working hours: Mon - Fri, 9am - 5pm. Blended approach with key meetings to be done in person (to be agreed at client or supplier offices) alongside regular virtual meetings (at project check ins). All work done within scope of project. Travel expenses to be covered and detailed within scope of project costings. Security and vetting requirements No security clearance needed Latest start date 17 June 2024 Expected contract length Contract length: 2 years 0 months 0 days Optional extension: 1 years 0 months 0 days Budget Indicative maximum: £270000 Indicative minimum: The contract value is not specified by the buyer Contracted out service or supply of resource? Contracted out service: the off-payroll rules do not apply Questions and Clarifications 1. Please could you confirm if this opportunity is being run under a Government Framework and if so, which one? This is being run via the CCS DOS6 framework RM1043.8 Lot 1 Last Updated : <strong>21/03/2024</strong> 2. Please can the authority confirm if an alternative CMS solution would be accepted? Or is the aim to remain with Umbraco? The intention is to remain with Umbraco Last Updated : <strong>21/03/2024</strong> 3. Can you please confirm if there is a deadline for questions? The deadline for stage 1 clarification questions is Monday 25/3/2024 at 4pm Last Updated : <strong>21/03/2024</strong> 4. Please could you give an indication of how the ITT responses will be scored/weighted? This information is all as published on the CAS portal Last Updated : <strong>21/03/2024</strong> 5. Can you confirm how we are to respond the tender? And what is required in that response? All information regarding requirements are as published on the CAS portal. Suppliers will respond in the usual way through logging into their eSourcing account. - The My ITTs page allows suppliers to view and respond to any ITT to which they have been invited to. - The ITTs Open to All Suppliers page allows suppliers to express interest in these ITTs and move them to their My ITTs page. Feel free to either use the guidance above or contact CCS using info@crowncommercial.gov.uk and CCS can help guide / check if your account is set up properly. Last Updated : <strong>21/03/2024</strong> 6. Can you please advise on the minimum and maximum contract term, and state whether the £250k budget is inclusive of any contract extension? The contract is for build and then ongoing hosting, support and maintenance. The expected contract value is £270k inclusive of extensions. This is advertised on the portal as a 2 year contract with upto 1 year extension. Last Updated : <strong>21/03/2024</strong> 7. Please could you share the stages and milestones for this ITT? Would you like responses to be in a specific format? All information regarding requirements are as published on the CAS portal. Suppliers will respond in the usual way through logging into their eSourcing account. - The My ITTs page allows suppliers to view and respond to any ITT to which they have been invited to. - The ITTs Open to All Suppliers page allows suppliers to express interest in these ITTs and move them to their My ITTs page. Feel free to either use the guidance above or contact CCS using info@crowncommercial.gov.uk and CCS can help guide / check if your account is set up properly. Last Updated : <strong>21/03/2024</strong> 8. Is the incumbent web agency invited to the ITT? All suppliers available on the DOS6 framework have been invited to tender Last Updated : <strong>21/03/2024</strong> 9. What is the deadline for responding to the tender? What is the contract term? Is there a response template? All information regarding requirements and deadlines are as published on the CAS portal. Suppliers will respond in the usual way through logging into their eSourcing account. - The My ITTs page allows suppliers to view and respond to any ITT to which they have been invited to. - The ITTs Open to All Suppliers page allows suppliers to express interest in these ITTs and move them to their My ITTs page. Feel free to either use the guidance above or contact CCS using info@crowncommercial.gov.uk and CCS can help guide / check if your account is set up properly. Last Updated : <strong>21/03/2024</strong> 10. The questions and response document hasn't been uploaded onto the portal, we can only see 1 document titled - PHN website Specification, for DOS 6 tenders there's always 3 attachments for an ITT, please advise. The project has been set up as instructed by CCS. All information regarding requirements are as published on the CAS portal. Suppliers will respond in the usual way through logging into their eSourcing account. - The My ITTs page allows suppliers to view and respond to any ITT to which they have been invited to. - The ITTs Open to All Suppliers page allows suppliers to express interest in these ITTs and move them to their My ITTs page. Feel free to either use the guidance above or contact CCS using info@crowncommercial.gov.uk and CCS can help guide / check if your account is set up properly. Last Updated : <strong>21/03/2024</strong> 11. The questions and response document hasn't been uploaded onto the portal, we can only see 1 document titled - PHN website Specification, for DOS 6 tenders there's always 3 attachments for an ITT, please advise Thank you for this query. Following up on this and earlier similar queries we have now been advised by CCS that the auto generation of some of the documents has failed which is why these are not showing and their technical team is currently looking at the issue with, hopefully, a swift resolution Last Updated : <strong>21/03/2024</strong> 12. We are unclear how this procurement is being run and how to respond to it. Under DOS6, there is a standard approach using templated first round responses (Essential and Nice-To-Have requirements) of 1500 characters. You have indicated this is a DOS6 requirement and indicated that "All information regarding requirements are as published on the CAS portal". Please confirm the CAS portal website and where the tender response requirements are listed. Ideally a tender timetable showing Q and A deadlines and any page limits would be helpful. Thank you for this query. Following up on this and earlier similar queries we have now been advised by CCS that the auto generation of some of the documents has failed which is why these are not showing and their technical team is currently looking at the issue with, hopefully, a swift resolution. Last Updated : <strong>21/03/2024</strong> 13. Noting your responses to several questions, are we missing some files in the CAS portal? A single file "PNH website Specification Doc.docx" is provided, which does not contain information that answers the questions. Thank you for this query. Following up on this and earlier similar queries we have now been advised by CCS that the auto generation of some of the documents has failed which is why these are not showing and their technical team is currently looking at the issue with, hopefully, a swift resolution. Last Updated : <strong>21/03/2024</strong> 14. You have specified a "must have" criteria for suppliers with Umbraco Gold Partner status. We are a Umbraco Silver Partner with over 10 years' experience of delivering Umbraco sites. We have Umbraco Certified Masters (the highest Umbraco accreditation) within our staff complement. Will you consider applications from Silver Partners or would this result in a non-compliant bid? Gold status is a must have requirement. Silver status would be a failed/non-compliant bid. Last Updated : <strong>21/03/2024</strong> 15. he Specification Document refers to 'the new site built on the latest technology with a clear road map to ensure latest releases are planned for our site to avoid being on outdated CMS version'. It also refers to 'a CMS' or ‘Enterprise CMS solution’ and 'latest versions of CMS solution', but no where does it mentions that the CMS needs to remain 'Umbraco CMS' platform. However an answer to a previous question says the solution needs to remain on Umbraco CMS platform. Could you please confirm the solution definitely needs to be based on the latest version of Umbraco CMS and no alternative CMS technology will be entertained? As per the previous response, we are only looking for Umbraco CMS. Last Updated : <strong>21/03/2024</strong> 16. This opportunity does not look like it has been set up correctly as a DOS response. With DOS, at the first stage, you need to provide a document with 'essential' and 'nice to have' questions, which suppliers response to (with a certain character limit for each response). The buyer then short lists suppliers based upon scoring criteria against each response, and the shortlisted suppliers make it through to the second round. The second round is then a full, written response and sometimes a presentation, again which is scored and this gives you the successful supplier. None of this appears to be in place. Please could you advise? Thank you for this query. Following up on this and earlier similar queries we have now been advised by CCS that the auto generation of some of the documents has failed which is why these are not showing and their technical team is currently looking at the issue with, hopefully, a swift resolution. Last Updated : <strong>21/03/2024</strong> 17. Is this not following the normal DoS process e.g. stage 1 - skills and experience and stage 2 proposal? What is the date for tender submission? It is following the process but unfortunately the system has not auto-created some of the documents it is supposed to. CCS are looking into this so we can resolve asap. Last Updated : <strong>21/03/2024</strong> 18. Can you confirm Phase 1 deliverables includes keeping the Power Apps portal https://mypeabody.peabodynewhomes.co.uk/ as it is currently? We can confirm this Last Updated : <strong>22/03/2024</strong> 19. Is consolidating all the current separate Peabody websites into one CMS out of scope for this engagement, but that the CMS put forward must be able to handle this in future? We reserve the right to add sites to the hosting/support/maintenance element but any significant site redevelopment would be conducted as a separate tender process Last Updated : <strong>22/03/2024</strong> 20. When does the contract with the incumbent come to an end? The current contract is to become obsolete owing to the impending removal of ongoing support for this version of Umbraco. We will be terminating this contract in line with transferring to the new supplier Last Updated : <strong>22/03/2024</strong> 21. Have you now uploaded all of the remaining documents and there is nothing missing or to come? Is the only response that is required for the first stage to complete and submit attachment 3 - Essential and nice to have skills and experience? Is the deadline for submission still as before - 4pm Tuesday 2nd April? - There are no more documents to come for stage 1 - Only the stage 1 submission (Essential and nice to have) is required at this point - Whilst we have extended the clarification period, we have maintained the submission date at 2nd April Last Updated : <strong>25/03/2024</strong> 22. Bearing in mind we received the required Q and A documents 5 days after the opportunity was published, will the deadline to answer those questions be likewise extended by 5 days to account for this delay and ensure expectations match those specified within the DOS 6 framework? The clarification deadline has been extended 2 days to 27/3/2024 to compensate for the 2 working days this was unavailable. Last Updated : <strong>26/03/2024</strong> 23. Good morning, your message on 22/03 states "Please note - we will adjust tender dates accordingly to compensate" bearing in mind the documents were published (25/03) 3 working days after the opportunity was first published (20/03), yet your latest clarification states you are only increasing the clarifications deadline by 2 days. Please confirm you will also extend the response deadline and by the 3 working days to 05/04 as per your previous message in this portal. As the original publication was late in the day on 20th and the documents uploaded first thing on the 25th we considered the 1-2 hours variance as not significant enough to constitute a full working day but your response is noted. Regardless, we are happy to extend the submission deadline to 5/4/2024 at 1600 hours Last Updated : <strong>27/03/2024</strong> 24. Website Integration Approach: 1 - Do you prefer importing data from Dynamics365 into Umbraco for property and development listings, or would you rather use virtual URLs to pull content directly from Dynamics365 in real-time? 2 - Can you outline the key factors driving your preference (e.g., performance, data control, user experience)? Performance Considerations: 3 - What are your performance expectations for the website, particularly regarding load times for pages that display property and development information? 4 - How do you weigh the importance of website performance against data accuracy or real-time updates from Dynamics365? Data Synchronization and Updates: 5 - If opting for data import, how frequently do you anticipate the need to synchronize data between Dynamics365 and Umbraco? 6 - For real-time data pulling, what contingencies should be in place for any potential downtime or latency in accessing Dynamics365? Customer Login Portal Clarification on Phase 2 Objectives: 7 - Can you provide more detailed objectives for Phase 2, particularly around the expected enhancements to customer experience? 8 - How does Phase 2 align with the overall digital strategy and customer engagement goals? Customer Portal Functionalities: 9 - Could you specify the must-have versus nice-to-have functionalities for the customer login portal? 10 - Are there any examples of similar portals you're inspired by or wish to emulate in terms of functionality and user experience? Integration with CRM: 11 - How do you envision the integration between the customer portal and MS Dynamics CRM, especially regarding data flow and security? 12 - Are there any specific challenges you've faced with CRM integration that you want to address in this phase? 1 - Import property data directly from Dynamics using a data feed to update live content on the website via the CMS 2 - Data control, all property data is held within Dynamics and is the central source for property data. Also the method we use to push property data to third party portal sites. This is also the method that our internal teams have used historically and are comfortable with. 3 - To pass core web vital assessments and ensure page load performance is optimised to achieve the highest score possible improving on existing site performance including first load time and reducing cumulative layout shift. 4 - Equally important to us, site performance must be optimised to ensure our site is visible and we are providing the best customer experience possible. 5 - To be defined within scope of project but would expect either a real-time data feed or a timed data feed running between operating hours i.e. 4 x data import updates between 8am-8pm. 6 - To be refined within scope of project at discovery phase. 7 - Currently there is fragmented customer journey from someone registering their interest to creating a portal login via a separate portal page as well as authentication issues at login. Aim is to create a more seamless journey from registering interest to accessing the customer portal and giving customers better visibility of their buying journey from reservation through to completion. 8 - Feedback from our customers is that they have a positive experience in searching our homes and registering their interest throughout the pre-launch phase. We score less highly once someone goes onto reserve a home, with lack of sale is progression visibility and communication highlighted as issues. Phase 2 aims to address this feedback by improving the customer experience and journey throughout the home buying journey all the way through to completion and beyond as they become a Peabody leaseholder. 9 - Must haves include the ability for customers to create a login and update their personal details which are linked to their customer profile on MS Dynamics. Ability to register interest in multiple developments without having to resubmit a full form and update their interested developments. Ability to complete a Shared Ownership application form if they have registered interest in this tenure type. Future enhancements/nice to haves – Ability for customers to reserve a home via the portal and pay a reservation fee. Ability for customers to see at what stage they are at in the buying journey from reservation to completion based on progressions steps in our CRM. Ability for customers who have purchased a home (existing leaseholders) to request to either sell their home or buy more shares (Staircase). 10 - There will be examples within the housing sector to take inspiration on (but will require access to see examples) 11 - We would want to have a full integration between the website customer login area and Dynamics CRM to pass data back and forth based on how a customer interacts with the portal. This is currently done via Power Apps pages on Dynamics but doesn’t have the best user experience so wish to replicate this onto the website login area. 12 - The customer journey is disjointed. When a customer registers their interest on the website, they then get a separate automated email to create a login on the Dynamics Power Apps portal which is a separate platform which can be confusing. We also have issues with customers being able to use the authentication to log into the portal on occasions, so want to create a more seamless customer journey from registering interest to accessing the customer portal. Last Updated : <strong>27/03/2024</strong> 25. User Profile Management: 13 - What are the key features of the user profile management within the portal? For example, are there specific data fields or actions you consider critical for the user experience? Shared Ownership Application Process: 14 - Can you elaborate on the envisioned online application process for Shared Ownership? 15 - What improvements or changes are you seeking compared to the current process? 16 - Are there any legal or compliance considerations we need to keep in mind while designing this process? Customer Journey and Interaction: 17 - How do you wish to track and display the progress of a customer's home purchase within the portal? 18 - Are there specific milestones or alerts that should be included? 19 - How will customer support be integrated into the portal experience? Future-Proofing and Scalability: 20 - Are there any technologies or trends you're particularly interested in exploring for future phases? 13 - Customers should have the ability to update their personal contact information / their preferences when searching for a home I.e how many bedrooms they are interested in/ what their budget is. Finally they should be able to update their contact preferences i.e. email/phone which links to their customer records on Dynamics. 14 - If a customer has registered their interest in a Shared Ownership development on our website, this should give them the ability to access the application form on the customer portal. The form itself is quite long, so customers should have the ability to access this at any time from registering their interest to making a reservation, being able to save and update the form throughout this period (should information change). Once information is submitted by the customer, this should be available as a linked application form record on Dynamics to the customer for assessment. 15 - Improve the customer experience on how to access the form via the customer portal (see reference to login issues above). 16 - Personal information is submitted on the application, so adhering to data security best practice. 17 - There are a number of stages a customer will go through from reservation to completion (move in). All these stages are recorded within our Dynamics CRM and progressed throughout the customer journey. We want to display the current stage of the buying journey based on the live data held on a property purchase and display this in an engaging way that is easy to understand for customers i.e. Infographic journey that displays in a certain colour or has a tick box as they progress through the stage. To be defined within the discovery phase. 18 - To be defined as part of the discovery phase, but yes there will be defined stages we would want to display. 19 - To be defined. Possible to include a live chat function or relevant contact points to internal teams. 20 - Not at this stage, but want to work with a digital agency that pushes us to explore new technology that can drive value to the business and our customers. Last Updated : <strong>27/03/2024</strong> 26. Please can you confirm if the budget is inclusive of VAT. This is inclusive of VAT Last Updated : <strong>02/04/2024</strong> 27. Under "Why the work is being done": "we want the Peabody New Homes website to stand out from our competitors and position us as an aspirational mixed-tenure developer of choice. " Please could you advise a list of those sites you consider to be competitors A list of website competitors is including in the brief document Last Updated : <strong>02/04/2024</strong> 28. Hosting - Are you able to provide the specification of the current infrastructure? 2. Phase 1 Scope - Are the following in scope for phase one: i) search based on affordability ii) mortgage calculator iii) affordability calculator iv) stamp duty calculator? 3. Phase 2 Customer Portal - Will the enhanced portal remain on the same domain? 4. Phase 2 Customer Portal - Is all of the data required for the customer portal held within MSDynamics? 5. Phase 2 Customer Portal - Will the customer portal also allow logins for your tertiary audience - B2B property investors and partner organisations? 6. Analytics - If successful to the next stage, will we be able to gain access to Google Analytics? 7. Marketing Services - Are you currently working with an agency for CRO and validation services? 8. Data - Where is the information about the buying process held? Enquiry through to purchase, covering eligibility, affordability and guidance on buying a home off-plan. 9. Enterprise CMS - Following the delivery of the Peabody New Homes website, is there a deadline for transitioning your other 5 group websites to Umbraco? 10. CRM Integration - Will the new site have the same integration points as the existing site? Or are you looking to introduce further integration points? 11. CRM Integration - Is the data (I.e. property details) called live from the API or is there a caching layer in place (I.e call the data twice a day)? Is any of the data enhanced within the Umbraco CMS controls? 12. Crimson - Will their role in the new build be to assist with the API integrations from the Dynamics 365 CRM? We assume they will provide the API endpoints and we would utilise these to surface data from CRM on the website. Please confirm. 13. Google Maps API - Does the usage of this API mean that you pay for the calls made to the Google Maps API? 14. Customer Login - Will MVP just link out to https://mypeabody.peabodynewhomes.co.uk/? 15. Customer Login - How do users currently get access credentials to this portal? 16. Property Search - It would be useful to understand how this currently works. For example is data received from the CRM and then the search uses the Umbraco Examine index to present relevant results? 17. CMS Users - How many users add content to the website? Are you utilising content publishing workflows? 18. Headless Capabilities - The latest version of Umbraco (13) offers headless capabilities with the content delivery API. Do you envisage you may have a requirement to syndicate your content to other sites/apps? 19. Content Migration - Does the project require a scripted content migration? 20. Brand Toolkit - If successful to the next stage, could we please have access to view this? 21. Digital Measurement Framework - Are you happy with the digital measurement you have in place? Or do you require help to enhance what is being measured and how that is output into reports/dashboards? 22. Multilingual (nice-to-have) - Do you know what languages you would like on the new site? 1. We will provide this if requested by bidders at stage 2 2. Yes, we would like to see this functionality developed in phase one. 3. Not confirmed, can review through discovery phase of project, but we would like to move this off the domain. 4. Yes 5. Not within current scope but possible future enhancement 6. Top line performance data is in the spec doc. Any additional data would need to to be specifically requested, but we would like to see answers/proposals in stage two to be based on the information already supplied. 7. Yes 8. We have educational guides/videos/content available on the current website. Data related to specific customers on their buying journey is all held in Dynamics CRM. 9. No 10. To maintain existing integration points, but aim to review this and functionality as part of discover phase pre-build. 11. The data is called at multiple times in the day between 8am-8pm. 12. Correct, we would expect appointed agency to work with Crimson to develop integrations within the new site. 13. Yes 14. Yes phase 1 will link to existing customer portal until this can be integrated into the new site as part of phase 2. 15. Automated process when a new contact is created in our CRM, they are emailed login credentials to access the customer portal. 16. Searches uses a native Umbraco search function, which interrogates development/property and location data. 17. 7 active users publishing content to the site, not utilising content publishing workflows but would consider adopting new ways of working as part of new site. 18. Not part of phase 1, but we may want to explore benefits of this. 19. Yes. 20. Yes 21. Yes, we’re happy, but are open to suggested improvements. 22. We will explore this in discovery stage but we have sales across Turkey and South East Asia Last Updated : <strong>02/04/2024</strong>