Hosting, Support and Maintenance of Ofwat and Open Water websites and research and refresh for Ofwat

Hosting - this element of the contract includes a secure hosting environment, firewall and quarterly vulnerability scanning for both sites. Maintenance - this element covers all updates and fixes to the WordPress core system and any associated plug-ins on the sites. There will be a daily backup and synchronising of uploaded media and other digital assets and weekly web server image snapshots. Support - this element covers telephone and email support, content changes and uploads where needed and minor site adjustments. Support calls should be acknowledged within one hour of being raised, with a reasonable update given within four hours. If the call cannot be resolved within one working day, regular updates and a timescale for completion must be given, as an indicative figure, around 34 general support enquiries were raised in the last 12 months. Additional functionality and development - this element may be required throughout the contract duration. We may require building of additional functionality, new parts of the sites or redesign of certain sections, for example, a microsite. A process for automatically deleting data older than 12 months that people have submitted to us via forms is required. Any additional work should be quoted for and delivered to an agreed timescale. Additional services for the Ofwat main site: User experience deep dive and research - this element involves conducting user testing, customer experience journey and undertaking research, with own capabilities or recommended agencies, for scoping out a subsequent website refresh. Incorporate Ofwat's own stakeholder research. Performing a website refresh - this element will incorporate updating the website to include Ofwat's new branding (which will be created by our in-house team), meeting government accessibility requirements and recommended changes based on the user deep dive and research. It is likely to include a replacing of the search function, streamlining content and updated navigation, but further work may be required. Includes user testing either within own capabilities or recommended agencies. This will be required near the beginning of the contract and the ability to make further changes down the line will be required. If migration of the website is required: Liaising with Ofwat and current hosting providers to establish assets required for websites. The Ofwat and Open Water sites are currently hosted by Big Blue Door Ltd. Set up and configuration of web and database servers, and firewall Duplication of websites from current hosting environments Configuration and testing of CMS to ensure all functionality is working correctly Launch redirection of DNS settings to new environment. The contractor will need to manage our domain names and SSL certificates From 27 February 2020: Ongoing hosting, support and maintenance For the Ofwat website, conduct user experience research to feed into the subsequent plan and completion of a website refresh