UPU Website revamp. Statement of Work - SOW

Transcription

1 UPU Website revamp Statement of Work - SOW Berne, February 2018

2 2 Contents 1 Document history Introduction Background information About the UPU The current website of the UPU Reasons for web upgrade Key Performance Indicators (KPIs) Scope of Work Period of Performance Place of Performance Website Requirements Integration of UPU digital ecosystem Functionalities Compatibility Mobile friendly website User interface and user experience Web design services Content management User management system Security and traffic Web Hosting Warranty Web statistics function Languages Maintenance Work Requirements Kickoff User experience, prototyping, design Front-end and back-end development Testing Phase Project Handoff/Closure Proposal Contents of the proposal Tentative schedule Special instructions Services to be provided by the Vendor Future work... 11

3 1 Document history 3 Version Date Author Comments S. Denovski K. Redstone 2 Introduction This tender procedure is for the procurement of Web development services for website. The objective of the Statement of Work is to seek a quote for the update of the website so that it meets customer demands for general UPU information, provides responsive web access, maintains different levels of access, upgrades the content management platform and integrates all UPU digital platforms. 3 Background information 3.1 About UPU The Universal Postal Union (UPU) was founded in 1874 in Berne, Switzerland, with the main goal of establishing a single postal territory for the reciprocal exchange of letter-post items and adopting common principles for the international postal service in a non-discriminatory manner. Currently comprising 192 member countries, the UPU became a specialized agency of the United Nations in The main mission of the UPU is to stimulate the lasting development of efficient and accessible universal postal services of quality, in order to facilitate communication between the inhabitants of the world. This encompasses the commitment towards free circulation of postal items over a single postal territory composed of interconnected networks, adoption of fair common standards and use of technology, cooperation and interaction among stakeholders, promotion of effective technical cooperation, and satisfaction of customers' changing needs. The UPU is thus expected to play a major role in the constant revitalization of postal services. Furthermore, the UPU facilitates the development of worldwide postal services by providing an information and communication technology environment, which allows designated operators (DOs) 1 of UPU member countries to concentrate on the delivery of postal services to their customers. In this context, the UPU provides a global network with value-added services, as well as computerized applications for the management of international mail and international postal money orders. 3.2 The current website of the Universal Postal Union The existing website ( was developed to provide information on UPU services, programmes and general information about the UPU as a specialized agency of the United Nations. The website s core audience consists of UPU members (designated operators, governments and regulators of member countries, as well as restricted unions), but it also contains pertinent information for secondary stakeholders such as UPU consultants/associates, staff, retirees, diplomatic corps, partners, academics, journalists etc. The main UPU website is also used as a gateway to access other websites or platforms that are part of the UPU digital ecosystem (see Annex 2 - Role Matrix), but in some cases, there is no link between the main UPU website and other platforms or content resources, leading to many points of entry. This means UPU stakeholders may require several sets of login credentials and need to navigate across many platforms to find the information they need. Sometimes they are not able to find the information they are looking for at all. 1 In accordance with article 1.7 of the Constitution of the UPU, a designated operator is any governmental or non-governmental entity officially designated by the member country to operate postal services and to fulfil the related obligations arising out of the Acts of the Union on its territory.

4 4 When it comes to managing content across this ecosystem, different contributors may use multiple CMS platforms. Furthermore, there is no content publishing policy or guidelines to manage what content is uploaded where. This means that operational information for members is often presented alongside general information from the public on the main UPU website ( There are four main use cases for the UPU website: User group Members (login) Contributors (login) Uses Consult information or events on the UPU website Register for UPU events Manage country profile and share it with UPU to be published Web administrators Publish events, news, documents and alerts on the UPU website Publish general information and content Users Access internal documents and resources Collaborate on UPU documents and deliverables Input user data Partners (login) Public Access private or specific resources (ex. Standards, meeting documents etc.) Access specific resources (ex. Track a parcel, find a postcode, look up stamp collection, vacancies etc.) Consult the website to find information about postal fares and regulations Access public services (ex. Room rentals) All platforms in this ecosystem were made prior to 2010, therefore they are not responsive and do not correspond to current web standards. Use of old technologies also leaves the digital ecosystem vulnerable to security and speed issues. 3.3 Reasons for web upgrade For some countries, is the primary source of information about the UPU and its network. UPU member countries have expressed difficulty finding key operational information about the UPU on the website, particularly during major UPU meetings where they must have easy access to registration, meeting documents, agendas and news about the proceedings. They also expect to be able to navigate to the rest of the UPU digital ecosystem through

5 5 In addition to concerns expressed by the UPU s core audience, which are the primary target of there has been demand for more information about UPU and its solutions to be publicly available. At the moment, the website does not allow the UPU to adequately promote awareness of its brand to the public, including potential partners, journalists, researchers and employees. This is because of separation between the main UPU website ( and its multimedia news and campaigns microsite (news.upu.int). The new website will need to serve as a window to the UPU for the public, as well. From a user experience perspective, there are several issues with the current ecosystem: - Confusing navigation concept (logic is inconsistent, too much content in one place, not intuitive, operational material is mixed with general information etc.) - Lack of consistency (many websites with no homogeneity between access, branding and visual identity) - Non-responsive and not adaptable to new screen sizes - Not accessible (hard to navigate for those with disabilities, particularly those with motor and visual disabilities) Therefore, objectives of this revamp project could be summarized as follows: - Improve general usability of the digital ecosystem by integrating all websites and applications on one platform - Facilitate how stakeholders access information and resources, keeping in mind current accessibility standards - Improve communication of the UPU s services to its clients - Increase UPU s communication to the general public to reflect the UPU brand Therefore, UPU wants to develop a new website using current web technology to meet the needs of all UPU stakeholders. The key audience of the proposed new website is UPU members, but the development process should also take into account the growing groups of secondary stakeholders mentioned above. 4 Key Performance Indicators (KPIs) A successful revamp of the UPU website, from the UPU s perspective, would be measured by three KPIs: 1) First prototype of the website for public use by UPU Extraordinary Congress at the beginning of September ) Improved user interface of the website, as measured by previous user studies (existing internal study to be provided upon awarding of contract) 3) Increase brand awareness, as measured by existing Google analytics 5 Scope of Work The scope of work for the website redesign project includes all planning, execution, implementation, and training of UPU staff. The selected vendor will be responsible for the implementation of the design of the new website based on feedback to be provided by the UPU and following the UPU s existing visual identity guidelines. Each stage of the project will require approval from UPU management before moving on to the next stage. The selected vendor must ensure it has adequate resources for coding, building, testing and implementing the new website and training UPU staff on the new web software. Specific deliverables and milestones will be listed in the Work Requirements and Milestones sections of this Statement of Work.

6 6 Period of Performance 6 The period of performance for the website redesign project is five months (see 11.2) beginning at the successful award of the contract. All work must be scheduled to complete within this timeframe. Any modifications or extension will be requested through UPU and vendor contracting contacts for review and discussion. 7 Place of Performance The selected vendor will perform a majority of the work at its own facility. The vendor will be required to meet UPU s team once per week for a status update. The update meeting can either happen by telecom or at the UPU s facility, depending on the project needs. Additionally, all project reviews will be held at the International Bureau of the UPU and attended by the vendor. UPU will provide and arrange for meetings spaces within its facility for all required vendor meetings. Once the project reaches the training phase, all training will be conducted at the UPU s International Bureau in Berne, Switzerland. 8 Website Requirements 8.1 Integration of UPU digital ecosystem The vendor must ensure that all website and applications in the digital ecosystem are integrated (see Annex 2 Role Matrix). The UPU also expects the new website to allow members access to a set of UPU online applications, which do not need to be fully integrated, but which will need to be reskinned and linked on the website after user authentication. 8.2 Functionalities The vendor must ensure their proposed solution includes key functionalities desired by the UPU, including: - News features with alert management - Multimedia gallery (videos, audio, photos) - Documents and publications library with upload/download option - Subscription system for newsletters and publications - E-commerce platform - Ability to add more languages in future (see 8.13) - Comprehensive search (see 8.5) - Single Sign On with homepage adaptable to user profile - Ability to create different access levels - Calendar system with registration option for events, with option to personalize after authentication - Interactive agenda system for meetings - Database systems (for statistics, collection of stamps etc.) - Contributors system - Messenger system - Quick resources module with possibility for personalized favourites/resources after authentication - Remote participation tool (including video conferencing and web streaming) - Contact module with FAQs - Online questionnaires & data collection - Suggested content based on personalized user profile and recently visited pages - All content tagged and searchable or filtered by category - Integration of social media profiles (Twitter, Facebook, YouTube, Instagram, Flickr) with possibility to include live feed on homepage 8.3 Compatibility The vendor must ensure that an advanced CMS (content management system) adhering to the latest web standards is used for the creation and management of digital content. It must be compatible with the latest web content accessibility guidelines. It should be compatible with cloud-based storage.

7 7 8.4 Mobile friendly website The vendor must develop a responsive, immediate and intuitive website navigation experience on all devices. The website pages shall be compatible with different mobile devices (IOS and Android) at its original launch. 8.5 User interface and user experience The new website needs to have clear navigation to allow customers worldwide to find what they are looking for. The navigation concept should take a storytelling approach, focusing more on facilitating user experience rather than the operational structure of the UPU. It will need to include a comprehensive search functionality (pages, documents, tags, publications, images, etc.), sitemap and a frequently asked questions section to make it easy for users find exactly what they want. 8.6 Web design services Develop website designs and interfaces, adhering to established standards and guidelines: - Website layouts homepage, landing pages, secondary and tertiary pages, etc. - Provide and/or purchase on behalf of the UPU, photographs and images for use in design of website, with the UPU s advance approval 8.7 Content management The CMS must include indexing, search and retrieval, format management, revision control and publishing. It must have a content hierarchy with unlimited depth and size, integrated file managers and audit logs and allow UPU staff to upload and manage files. Software must support possibility of creating the e-commerce platform, blogs, portals, forums, intranet and resource directories as well as content management, collaborative authoring, newsletter, image galleries and file uploads/downloads. Website administrators should be able to create and manage content and add new fields with different types and modules in specific structures. 8.8 User management system User management system must allow creation of user groups and through support of single sign-on should recognize the role and give approved access to user. For each content type, the web administrator should be able to grant permissions and/or limitations to the user accounts. Content should be easily organized and customized. Archive should give to the user possibility to filter it by date, name and/or category. 8.9 Security and traffic The website must be robust enough to cope with surges in traffic and also have the industry-standard levels of security to protect personal and tracking information. To avoid security risks, software used should be up to date (regularly updated/updated on monthly level) with all security issues and OWASP risks reduced and/or addressed Web Hosting Web hosting may be provided either by the vendor or by the UPU. The Vendor may offer web-hosting via a sub-contractor. The proposal should be clear about which services are being sub-contracted. The technical details of the hosting services provided should be elaborated in the supplier s proposal. Whether or not the web hosting is provided by the UPU, in-house by the vendor or outsourced, the relevant profile(s), for instance the System Administrator, should be provided. A detailed description of the company which will undertake the web hosting is required in case it is outsourced. It would be advantageous if the candidate company has, or collaborates with, web usability experts Warranty Bidders are expected to provide an estimate for the cost of a warranty to cover security patches and project knowledge preservation.

8 Web statistics function Currently, the UPU website makes use of Google Analytics as the web statistics data collection tool. For the new website, the UPU intends to have access to a web statistics data collection tool (Google Analytics or otherwise) that is able to provide analytic insights on website traffic. The technical design of the website should help foster SEO. As part of the website training, the Vendor would be expected to include information on how to work with the web statistics data collection tool, as well as providing insights on how to optimize page structure and content for search engines Languages The working languages of the UPU are French and English. This duality of languages will need to be reflected during the redevelopment of the website. Ideally, the new proposal should include a capacity to expand in the future to the other languages used by the UPU, which may include languages that are read right-to-left or use different alphabets. 9 Maintenance The UPU seeks a proposal for the design website pages, web hosting and associated processes (uploading documents, adding pages, updating and maintenance of basic content and non-critical operational aspects). Key considerations are: The website must be designed so that staff at the International Bureau of the UPU can manage its basic content and non-critical operational aspects; non-technical staff must be able to easily publish work without needing to use any coding; Upgrades to the CMS tool shall be made available in the future. These upgrades may either be free or at cost and indicated as such in the proposal. Training on using the CMS may be provided for by the Vendor with paid upgrades. The Vendor shall provide the UPU with a process and guidance for the management of updates to web software in future and these updates should be valid with any extensions used on the website; Some International Bureau of the UPU staff will need to be trained in web management techniques; training materials shall be made available in English and French; The Vendor shall be requested to provide on-going service support to the International Bureau of the UPU. This specific requirement shall be further defined in the services agreement to be signed with the UPU; The structure of the Services proposed must allow for the implementation of additional features, without requiring new development contracts for each instance. The UPU wishes to have the ability to make minor changes of the content without the need for additional external development; and Further developments and addition of new functionalities must not require total redesign of the website. The menu logic and content architecture needs to be reusable in future developments. The Vendor shall hand over the components of the visual chart and the design to the UPU in such a manner that further development could be managed in-house by commonly used editing tools. Except as otherwise stated in section 2.7 of the main Request for Proposal document (RFP), the redeveloped visual chart and design, as well as any and all intellectual property rights arising from or developed as part of the Services, shall be the sole property of the UPU. 10 Work Requirements The vendor will be responsible for performing tasks throughout various stages of this project. The following is a list of these tasks which will result in the successful completion of this project: 10.1 Kickoff: - Vendor will create and present detailed project plan including schedule, Work breakdown structure (WBS), wireframe of the website, testing plan, implementation plan, training plan, and transition plan - Vendor will present project plan to UPU for review and approval

9 10.2 User experience prototyping, design: - Vendor will assess user needs of various platforms in the UPU digital environment - Vendor will work with UPU to gather requirements and establish metrics - Vendor will create user-friendly site design based on collected requirements - Vendor will create user-friendly site design proposal for UPU review and approval - Present status at weekly meeting 10.3 Front-end and back-end development: - Vendor will complete all coding for approved site design - Vendor will provide UPU with a detailed testing plan - Vendor will include all content provided by the UPU on redesigned web site - Vendor will work with internal stakeholders to evaluate and develop workflow - Vendor will implement the newly redesigned web site on UPU servers - Present written status at weekly meeting 10.4 Testing Phase: - Vendor will conduct testing - Vendor will resolve any coding and site issues identified in testing - Vendor will compile a testing report to present to UPU for review/approval - Vendor will provide training in accordance with approved training plan provided in the kickoff - Vendor will begin providing 24x7 web site support at this point forward until the end of the period of performance - Present written status at weekly meeting 10.5 Project Handoff/Closure: - Vendor will provide UPU with all documentation in accordance with the approved project plan - Vendor will present project closure report to UPU for review and approval - Vendor will complete the project requirements checklist showing that all project tasks have been completed - Vendor will conclude 24x7 web support at 11:59pm on the final day of the period of performance - Present written status at weekly meeting 9 11 Proposal 11.1 Contents of the proposal Without prejudice to the requirements contained in sections 5 and 6 of the main RFP document, Bidders proposals shall include information under the following headings: Executive summary Corporate information Qualifications (including contact information and URLs of previous clients) Detailed description of the proposed development process Project stages and reporting procedures Quality control Testing Project team and their qualifications (including their CVs) Delivery cost and payment details Terms and conditions

10 Tentative schedule The following timeframe is to be taken as a guide for achieving this goal: w *Note: The tentative schedule above is provided for informational purposes only and may be subject to further adjustments at the sole discretion of the UPU. Testing, correction, SEO and analytics and training are expected to be carried out by the vendor throughout the development process Special instructions Bidders should note that the cost of preparing the proposal for this RFP is not reimbursable, nor shall it be included as a cost related to the provision of the Services Services to be provided by the Vendor Bidder s proposals should include a feasibility analysis discussing the points listed in the requirements presented herein. The International Bureau of the UPU will determine the final scope of the redevelopment work at the evaluation stage of the proposals. If any of the items can be advantageously combined, in terms of cost or work, the Bidder is to indicate this in the proposal. In the requirements section, items described using the term must or shall are mandatory requirements and must be supplied as part of the proposal. Items described using the term should are considered optional to the final development. The proposal must specify a cost for the implementation of all mandatory items, together with separate costs for optional items. All costs are to be shown in the proposal as per Section 3.6 of the main RFP document, including any hardware or software packages needed to operate the system. The costs of the hardware and package software must be shown separately. As per section 2.17 of the main RFP document, the UPU reserves the right to modify the scope of the RFP and, at its discretion, purchase the hardware and/or software packages through other purchasing channels.

11 Future work It is expected that the information provided on these pages will grow over time. Bidders should provide information on the flexibility of the Content Management System (CMS) solution to be provided. UPU website: Design and technical support Service /Item Mandatory/ Cost/ Development time Optional Currency (as applicable) 1 Design 1.1 Website design M 1.2 Images M 1.3 Website content O 1.4 Navigation M 1.5 Capacity to provide content in other languages M 1.6 Web promotion M 2 Page templates M 2.1 Homepage M 2.2 Standard page M 2.3 News M 2.4 Multimedia gallery M 2.5 E-commerce platform M 2.6 Documents/publications library M 2.7 Calendar and agenda systems M 2.8 Sitemap M 2.9 Search content in the website functionality M 2.8 FAQ M 2.9 Quick resources M 2.10 Messenger system M 2.11 Online questionnaires M 3 System requirements M 3.1 Integration of UPU digital ecosystem M 3.2 Compatibility M 3.3 Functionalities (see list, 1.2) M 3.4 Mobile friendliness M 3.5 User-friendly interface and user experience M 3.6 Web design services M 3.7 Content management M 3.8 User management system M 3.9 Security and traffic M 3.10 Web Hosting M 3.11 Warranty M 3.12 Web statistics function M 3.13 Support UPU s maintenance requests M