The proposal summarizes a new website project for HILS, an organization that delivers hot meals and other services. It outlines conducting user research, developing a new information architecture and wireframes, building the site, and providing ongoing hosting and support. The estimated cost for the initial design and build is £5,000 with an annual hosting and support cost of £1,000 for two years, for a total first year cost of £6,000. Additional custom development or services are also quoted if needed. The proposal aims to meet HILS' goals of increasing engagement and referrals through an easy to use site that showcases their services and brand.

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NEW WEBSITE PROPOSAL
April 2016
By Martin Chaney, Manager – Hertfordshire Web and digital services

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1) Overview
2) Understanding the project requirements
3) Project scope
4) Some ideas
5) About us
6) The WDS team
7) Our work
8) Our technology
9) Proposed approach
10) Response to requirements
11) Quote
12) Pricing structure

3. 3
Background:
HILS deliver hot meals and a number of other innovative services. A new
website is needed to showcase and give customers access to these
services.
The aim is to increase visitors and to keep them on the site, leading to an
increase in page views, contacts and referrals.
In addition, the website must appeal to potential employees and
commissioners and demonstrate how well run HILS is, and the quality of
the services on offer.
At the same time, HILS are looking to address known issues with the current
site by making sure it works on modern devices and browsers (and the old
ones too) and is really easy for them to edit.

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Website objectives
 Increase page views
 Decrease bounce rate
 Increase contact us submissions
 Increase referrals through HCC website
 Minimal number of clicks for key audience transactions
Website Requirements
 Easy content management including: – Videos,
Images, Google Calendar, Google Maps, PDFs/Word
docs
 Clear, and easy to use with well defined user pathways
 Follow HILS brand guidelines and have clear sections
for each service area
 Easy to use and secure Contact us form with
immediate send and workflow logic
 W3C compliant
 Fully mobile responsive
 Integration with email subscription services (e.g.
mailchimp)
 Google Analytics
 Social media feeds and buttons
 Search
 Able to display on older browsers including HCC IE9

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This proposal is for Phase 1 only as detailed in the brief:
Phase 1
 Develop new site with clear information and clear calls to action:
a) Contact us forms to submit basic information for HILS staff to follow up
b) Link to Hertfordshire County Council website to submit referral for Meals on wheels
c) Link to North Herts District council website to submit referral for Herts Careline

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SOME IDEAS
We thought we’d have a go at a concept design….

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….and it turned
out like this

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We make amazing websites
We’re a web and digital team specialising in easy to use, great looking websites. We provide a full service including creative, technology,
strategy and planning. We’ve got your whole project covered.
We’re part of Hertfordshire County Council so we’ve got a wealth of resources available to us and we’ll still be around long after your
project finishes to support you in the future.
As well as leading the design and development of the innovative new council website www.beta.hertsdirect.org, we’re also working on
new websites for HertsHelp and WasteAware.
We focus on people, not technology
We focus on people. What do people come to your website to do? Where do they get stuck? What works well? And you – what is it
you need your website to do?
Once we’ve done the research, we design solutions to meet both your needs and your customers’ needs.
Then we test and test and test with all kinds of people. We keep testing and improving until people think your new website is great.
Work fast, share early
We like to quickly create prototypes and share early. We find this makes things work better in the long run.
We have a talented creative bunch of content designers too. They can do the writing or provide advice on all things design – words, tone
and voice, pictures, video, social media etc…
With us you get the same people you meet at the start of the project, working on it until the end. We think that’s the best way to work.

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THE WDS TEAM
Martin Chaney
Manager
Martin has years of
experience under his belt
and a great track record
of delivering websites and
intranets that really work.
Brad Smith
Technical lead
Smooth, reliable, modern and
efficient is how you’d describe
Brad and the systems and
developments he looks after,
offering experience both from
the council and with a large
charity.
Richard Smith
User research lead (and Adult
Social Care specialist)
Richard’s great at teasing out
user needs and testing
usability, and has worked
closely with all Adult Social
Care services
Bill Hooper
Content and customer
experience lead
Great content, design and
customer experiences are
what makes Bill smile like this.

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Outline a similar project that you have undertaken, your approach, the website, the outcomes of the
development and a reference(we won’t contact them without first notifying you) (max 500 words)
Project: Libraries & archives
objective:
Redesign and reimagine the libraries and archives website to make it more modern, easier to use,
answer questions and increase service uptake. This would be done by showcasing the services on offer
and helping customers choose a service, whilst at the same time providing customers with easy access
to the services they use regularly.
Our approach
Research:
 Content Audit of 680 existing pages and Google Analytic stats
 Library visits - members of the public and staff at various libraries across the county
 Intent Surveys – 856 responses to ‘Why are you here today?’
 1:1 telephone interviews
 Focus groups (Archives)
 Analysed business strategy and agreed objectives
..continued

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Project: Libraries & archives
Development:
 Customer generated and tested IA
 Prototyped innovative solutions, refining and testing with customers
 Delivered page templates and features
The website
Key features:
 Home page – straight to common tasks, log straight in or browse and discover
 Ebooks – integrated with ebooks provider to display to most popular books, but also explaining the
difference between the two providers
 Opening hours – making it really easy to find your library and work out when it’s open
 Finder tools – to make it easy to narrow down a big list
 Events - making it easy to find something to do, just for you.
Reference:
Andrew Bignell – Head of Libraries and Heritage Services
01707 281559, andrew.bignell@hertfordshire.gov.uk

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We use a selection of best of breed tools:
Content Management
We use Contensis for all our web content management. It’s really easy and intuitive to
use and your editors can be up and running in minutes, writing content, uploading
images, documents and videos.
That said, it’s also incredibly powerful allowing us to deliver all kinds useful features
including the customer experience management platform, Populo, which allows us to
serve personalised content to visitors of your website, improving engagement, increasing
conversion rates, and boosting customer retention.
Search
Google powers our search, meaning you get the best in the business.
Analytics
We use the latest Google Analytics tools to measure the success of your website

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Outline project approach and ongoing account management proposals (challenge approach on
page 12 if required) (max 400 words)
Project approach
In general, our approach matches yours, so that’s a really good start.
We believe in designing with data so, if possible, we’d really like to talk to some of your existing (or
potential) customers to gain a better understanding of their motivations, ideal experience and any
blockers they may experience. This would help to flesh out the detail around the various audiences
you’ve already identified. In addition we could also try a simple pop-up survey on your current website
to help us understand what customers are looking for.
We’d expect to have regular weekly catchups to keep on track. This would give us an opportunity to
share our ideas and develop them together.
Ongoing account management proposals
As part of our service you’ll have a named account manager to support you going forward. This will be
backed up by our friendly helpdesk (Mon-Fri 9-5) who can assist with “how to” and any technical issues.
We’ll also schedule quarterly reviews with your account manager to ensure everything is running
smoothly. This will all be documented in our agreement with you.
Phase 2
We’d also like to take this opportunity to mention that we’d also like to propose a solution for phase 2 in
due course. We’re doing all kinds of similar things on a range of projects so think we’d really add value
here too.

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Technical requirement Our response
Content management: update text, update photos, add/delete
pages and change site map, embed media including –Videos,
Images, Google Calendar, Google Maps, PDFs/Word docs (for
download)
Fully met – Our CMS, Contensis, gives you easy access to update
text and photos and fully manage your page and their structure. It
can also handle images, Google Calendar and Maps and
PDF/Word docs for download.
New website must be clear, and easy to use with well defined user
pathways
Fully met – Our user led design and testing approach will create a
clear and appealing design that we can prove works, and delivers
your and your users objectives.
New website must follow HILS brand guidelines and have clear
sections for each service area
Fully met – we will comply with HILS brand guidelines and create
clear sections for each service areas
Contact us form must be easy to use, secure and immediately send
through to a designated email address (Email address to change
depending on selection on contact us form)
Fully met – the contact us form will be easy to use (example form)
and sent securely by an encrypted email server. Emails will be sent
straight away and can be configured to send to different addresses
depending on the selections made on the form.
Fully compliant with W3C standards for web accessibility Fully met – all code will be complaint to W3C AA standards.
Fully mobile responsive Fully met – all our websites are fully mobile responsive and tested
on range of mobile devices.
Integration with email subscription services (e.g. mailchimp) Fully met – mailchimp integration can be done. Other systems will
need investigation but are likely to work.
Integration with Google Analytics and further reporting (e.g. no. of
contact us forms submitted)
Fully met – we will implement Google Analytics on your site and
provide a dashboard to showcase key performance indicators.
Integration with social media feeds (Twitter) and social media
buttons (Fb, LinkedIn, Twitter)
Fully met – social media feeds can be embedded and so can the
buttons.
Search function Fully met – we will implement a search function using Google
technology.
Able to display on older browsers which may not be officially
supported (e.g. HCC currently use IE9 with Windows 7)
Fully met – your website will be tested against a range of browsers,
old and new, including the current HCC build to ensure it works.

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Fluffy requirement Our response
The website must show that we are a well run, caring organisation
that will care for your loved ones
We will create a design that will deliver on all these themes.
To make sure that it does we will seek out these audiences and test
the design, refining it until is works for all audiences and objectives.
The website must show that we are an excellent organisation to
work for, and appeal to jobseekers
Demonstrate to commissioners we are the right choice for delivering
services
It must dispel the myths surrounding meals on wheels, that it is a low
cost, low performing service delivering poor food by people who
don’t care
Outputs Our response
Increase page views We will help you optimise the content for search engines to help
discoverability of the site.
Decrease bounce rate We will create an engaging design that encourages people to click
Increase contact us submissions The design, and the content, will clearly explain the services and
encourage contact us submissions.
Increase referrals through HCC website As we manage the HCC website we can offer some exciting
solutions to achieve this goal e.g. targeting specific customers and
promoting the service in key areas.
Minimal number of clicks for key audience transactions Our design will be quick, simple and easy, avoiding unnecessary
clicks.

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Website design and build
 Analyse current website
 Lead workshop to develop IA and Wireframes
 Develop IA
 Develop Wireframes and mock-ups
 Build
 Advice on content & imagery, alongside HILS brand guidelines
 Testing
 Project management
 Training for 2 editors
£5,000
Maintenance and ongoing hosting costs
 Your own domain (if required)
 Fully hosted secure website
 99.8% availability
 Helpdesk (Weekdays 9-5) – telephone and email support
 2 editor licenses
 Automated Google Analytics dashboard
 Annual support and hosting
 Service level agreement covering the above
£1,000 pa (fixed for two years)
Total year one cost: £6,000 Prices exclusive of VAT

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Development costs outside of agreed terms
Item Daily rate (£)
Custom development 500 – 700 dependent on level of
developer required.
Website strategy 300
Workshops,
Usability testing
Content advice
Content audit
Graphic design
Mock-ups
Business Analysis
Competitor analysis
200
Content design & creation 150

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Hertfordshire web and digital services
Martin Chaney
Phone: 01992 555673
Email: martin.chaney@hertfordshire.gov.uk