HIS/2026/1054 - Healthcare Improvement Scotland Digital Service Design and Website Development

Description

Summary of the work: Healthcare Improvement Scotland seeks a supplier to design and deliver the next phase of its website development using a people-led, user-centred approach. Working within the existing WordPress platform, the supplier will undertake discovery, user research, information architecture, accessibility improvements, website development and capability building. The initial scope covers two directorates and will create reusable design patterns, templates and approaches for wider organisational adoption. Pricing model: Fixed price Confirm if you require a contracted out service or supply of resource: Contracted out service: the off-payroll rules do not apply Organisation the work is for: Healthcare Improvement Scotland - NHS Scotland Where you want the supplier to work: Scotland Where you want the supplier to work: No specific location (for example they can work remotely) Latest start date: 2026-10-27 Expected contract length: 0-08-00 Expected contract structure: 8 months Estimated contract value (excl VAT): 170000 Budget details: The anticipated budget for this opportunity is up to £170,000 excluding VAT. This is a fixed-price contract and must include all costs associated with delivery, including project management, user research, service design, WordPress development, accessibility testing, quality assurance, knowledge transfer, stakeholder engagement, travel, subsistence, overheads, licences and any other expenses. Suppliers will be required to submit a breakdown of costs by deliverable and milestone as part of their tender response Why the work is being done: Healthcare Improvement Scotland (HIS) is seeking to improve the accessibility, usability and effectiveness of its website to better support health and social care professionals, partner organisations, citizens and communities across Scotland. User testing and stakeholder feedback have identified challenges relating to navigation, information architecture, content discovery and overall user experience. These issues can make it difficult for users to find and access important information, resources, tools, standards, frameworks and publications. HIS wishes to adopt a people-led, user-centred approach to improve access to information and digital services while building internal capability to sustainably manage and develop the website in the future. The project will focus initially on two directorates, creating reusable design patterns, templates and approaches that can subsequently be applied across the wider HIS web estate. The successful supplier will undertake discovery, user research, service design, accessibility improvement, WordPress development, implementation and knowledge transfer activities. The contract is expected to commence in November 2026 and all contracted deliverables must be completed by 30 June 2027. Problem to be solved: Healthcare Improvement Scotland (HIS) has identified challenges with the usability, accessibility and effectiveness of its website. User testing and stakeholder feedback have highlighted difficulties with navigation, information architecture, content discovery and overall user experience. These issues make it harder for users to find and access important information, resources, standards, tools, frameworks and publications, reducing engagement and limiting the impact of nationally important content. HIS is seeking a supplier to help create a more user-centred, accessible and sustainable digital service. Working within the existing WordPress platform, the supplier should focus on understanding user needs and applying a people-led design approach to improve how users find, access and interact with content. The initial scope focuses on two HIS directorates and aims to create reusable design patterns, templates, components and approaches that can later be adopted across the wider HIS web estate. The successful supplier will also be expected to build internal capability through knowledge transfer, coaching and guidance. The outcomes sought are: • Improved accessibility, usability and user experience. • Improved navigation and information architecture. • Improved discoverability and use of HIS resources and digital content. • Reusable website templates, components and design approaches. • Increased adoption and use of HIS programmes and resources. • Greater internal capability through knowledge transfer and coaching. • Sustainable content management, governance and maintenance arrangements. Challenges include working within an existing WordPress environment, balancing multiple stakeholder needs, delivering improvements within a fixed budget, and ensuring outputs developed for the initial scope can be scaled across the wider HIS website. Who the users are and what they need to do: As a health and social care professional, I need to quickly find guidance, standards, frameworks, publications, tools and resources so that I can use Healthcare Improvement Scotland information in my work. As a citizen or community member, I need to access information about Healthcare Improvement Scotland and its work so that I can understand and engage with health and care improvement activities. As a website user, I need to find information quickly and easily so that I can access the resources, publications and content relevant to my needs. As a website user, I need intuitive navigation, accessible content and clear information architecture so that I can find information without needing detailed knowledge of Healthcare Improvement Scotland's organisational structure. As a HIS website editor, I need to create, update and manage website content efficiently so that information remains accurate, current and accessible. As a member of the HIS Communications Team, I need tools, templates and governance arrangements that support consistent and user-centred content management so that the website remains effective and up to date. As a member of the HIS Digital Team, I need sustainable website components, guidance and supporting documentation so that the website can be maintained and developed effectively. As a HIS employee responsible for managing and improving the website, I need knowledge transfer, coaching and capability development so that improvements can be sustained beyond the life of the contract. As a HIS stakeholder, I need website content, navigation and information architecture to reflect user needs so that users can easily locate the information they are seeking. Current phase: Not started Existing team: The successful supplier will work collaboratively with a range of stakeholders across Healthcare Improvement Scotland (HIS), including: Director of Evidence and Digital, and Chief Pharmacist – provides project oversight, strategic direction and overall accountability for delivery. Communications Team – key stakeholders responsible for website content, stakeholder communications and user engagement. Digital Team – responsible for digital services and ongoing management of the website and related technologies. Transformational Change – Systems Unit – responsible for contract management, project management and providing existing user-centred design expertise. Website Editors and Content Owners – staff located across the organisation who are responsible for maintaining, updating and managing website content. The successful supplier will be expected to work collaboratively with these stakeholders to shape, prioritise and deliver the work, undertake user engagement activities, and support knowledge transfer and capability building throughout the contract. Incumbent supplier: No Working arrangements: The successful supplier will be expected to work collaboratively with Healthcare Improvement Scotland (HIS) stakeholders throughout delivery of the contract. This will include regular engagement with the Director of Evidence and Digital and Chief Pharmacist, the Communications Team, the Digital Team, the Transformational Change – Systems Unit, and website editors and content owners across the organisation. The supplier will be expected to adopt a collaborative and flexible approach, working with HIS to agree priorities, delivery activities, milestones and outputs. Knowledge transfer, coaching and capability building are important elements of the requirement and suppliers should anticipate regular engagement with HIS staff throughout the contract. The Authority does not require a full-time on-site presence. Suppliers may propose a delivery approach that combines remote and on-site working where this supports effective stakeholder engagement, user research, workshops, training and project delivery. Any travel, subsistence, accommodation, overheads or other expenses associated with delivery of the contract must be included within the Total Contract Price submitted by the supplier. No additional expenses will be payable unless expressly agreed by the Authority in writing. This should be reflected within the supplier's pricing submission. Security clearance: Baseline Personnel Security Standard (BPSS) Additional information on security clearance: No specific security clearances required.