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Agenda Item No

 

The Vale of Glamorgan Council

 

Cabinet Meeting: 5 November 2012

 

Report of the Leader

 

Replacement of Website Content Management System

 

Purpose of the Report

1.         To seek Cabinet approval to tender for the replacement of the Council's current website Content Management System (CMS) as the current support arrangements cease from April 2013.

Recommendations

1.     That Cabinet approves a tender exercise be carried out seeking potential suppliers for the provision of a new CMS.

2.      That delegated powers be given to the Managing Director in consultation with the Leader to accept the most economically advantageous tender.

3.      That Cabinet approves the use of Corporate and Customer Service reserves to fund  this project.

Reasons for the Recommendations

1/2    To enable the Council to continue to operate a high quality and supported website.

3.      To fund the CMS

 

Background

2.         In December 2006 the Council implemented a new Content Management System (CMS) to manage the external, customer facing website, the internal StaffNet and the Contact Centre's Knowledgebase. From April 2013, the support arrangements from the current software supplier cease and permission to undertake a procurement exercise is requested to ensure service continuity.

 

Relevant Issues and Options

3.         In 2005 the Council undertook a major redesign of the website which involved the procurement of a new CMS to manage the content and presentation of the website. The CMS that was procured also operates the Council's intranet ("StaffNet") and the Contact Centre's Knowledgebase. The website and StaffNet are high profile and valuable communication tools for the Council and the Contact Centre relies on the Knowledgebase to provide them with immediate frontline service information.

4.         The website is central to the Council's Channel Strategy, a key aim of which is to encourage customers to use web based transactions, thereby minimising the use of more costly contact methods and increasing the availability and accessibility of information for customers. The Council's website now has over 10,000 pages and in excess of 25,000 visitors each week.

5.         In April 2013 the current CMS will no longer be supported by the current software supplier. The Council therefore needs to acquire a replacement.  

6.         A CMS is essential for organisations with websites as large as and diverse as that operated by the Council as it enables non-technical staff to manage and upload web content, files and documents, whilst maintaining a consistent overall corporate brand across the site. The Council has Web Content Editors in every service area of the Council, and updates are made daily to ensure customers and staff are provided with the latest information to enable efficient and effective service delivery.

7.         In six years, customer and staff expectations and demands have changed markedly, including the types of devices (such as smart phones) used to access web content. Software developments have also been made and the current support arrangements offer the Council an opportunity to consider these requirements and demands and how they can be best met, in line with The Society of Information Technology Management's (SOCITM) Better Connected agenda.

8.         The tender exercise will involve a cross departmental project team being established which will be project managed by ICT. The team will develop a specification describing the Council's requirements and evaluate potential supplier responses against these criteria. The project team will use the Council's project management methodology to support the delivery of this project and implementation of any new software.

Resource Implications (Financial and Employment)

9.         The project will require staff input from directorates, including Corporate Communications and Corporate ICT. The costs of replacing the CMS will not be known until the tender exercise is conducted, but it is not expected that they will reach the OJEU threshold. Reserve funds within Corporate and Customer Services will fund the investment in the new software.

Sustainability and Climate Change Implications

10.      The Council's website contributes to the Council's sustainability agenda through the reduction of travel and energy in visiting a Council office.

Legal Implications (to Include Human Rights Implications)

11.      There are no specific legal implications arising from this report.

Crime and Disorder Implications

12.      There are no specific crime and disorder implications arising from this report

Equal Opportunities Implications (to include Welsh Language issues)

13.      The Council operates English and Welsh Language versions of the website and this will be continued with any new software supplier.

Corporate/Service Objectives

14.      This project contributes to the Council's Channel Strategy which seeks to:

·               Migrate customers to the lowest cost, most appropriate contact channel for their enquiry.

·               Minimise individual channel transaction costs.

·               Ensure a consistent and positive customer experience irrespective of choice of channel.

·               Minimise customer contact which is created by the way we deliver services, i.e. ‘avoidable contact’.

·               Closely monitor customer usage and satisfaction with different access channels.

15.      The project aligns with the Council's Customer Service Strategy which seeks to:

·               Ensure that customers have the choice to access our services using the most appropriate

·               cost effective communication channel.

·               Make the internet the contact channel of choice for our customers.

·               Reduce the cost of delivering our services whilst maintaining quality.

Policy Framework and Budget

16.      This is a matter for Executive decision.

Consultation (including Ward Member Consultation)

17.      This report has no specific ward implications.

Relevant Scrutiny Committee

18.      Corporate Resources.

Background Papers

None.

 

Contact Officer

Huw Isaac

Head of Performance and Development, Tel 01446 709760

 

Officers Consulted

David Vining

Head of Strategic ICT

 

Responsible Officer:

Sian Davies

Managing Director

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