Online Resource Project

Online Resource Project Specification for Supplier Response

 Proposals will be assessed on the following areas:

- Phase 1 functionality 30% - Look and feel 10% - Set up Costs 25% - Annual Costs 25% - Phase 2 functionality 10%

Item Essential / Supplier Response Compliance Item Desirable Level No. (1 – 6 )

Phase 1 Functionality – 30%

Directory of local services

1.2.2 This directory must be able to hold multiple pieces of Essential Information about each service. Examples of such pieces of information include (not exhaustive):

 Name of supplier;  Address 1,  Address 2,  Address 3,  Address 4,  Postcode,  Telephone number,  Email address,  Website address,  Description about background of supplier, services provided, etc,  Opening hours,  Categorisation of services available,  Photo of service,  Logo of service,  Embedded video files,  Cost of service,  Reviews of the service posted by other users of the site,  Link to formally published reviews of the service by groups such as the Care Quality Commission,  Position on Google Maps (desirable),  TFL Journey Planner (desirable).

The standard range of information held about each Essential service can be edited to reflect changing requirements 1.2.3 over time, solutions will be favoured if this editing can be undertaken by London Borough of Barnet staff.

The ability to add in additional fields. Essential 1.2.4 Blank fields in a record held within the directory do not Desirable 1.2.4a display when viewing the website.

1.2.5 The directory must be able to hold information in a wide Essential range of formats to be able to support the multiple pieces of information specified in 1.2.2.

Examples of such formats include (not exhaustive):  Free Text,  Structured Text (i.e.: address format including postcode),  Numeric,  Hypertext,  Categorised options,  Image files e.g. Jpegs,  Date and time,  Metadata format e.g. XML files.

Information can be loaded into the directory by London Essential Borough of Barnet staff.

1.2.6 (It would be expected that, in the first instance the Supplier would be responsible for the initial upload of the data to populate the directory)

Solutions must support mass-uploads of information Essential from structured sources (such as .csv, .xls or XML files), 1.2.7 solutions will be favoured if this can be managed by London Borough of Barnet staff.

To enable the fastest possible implementation of this Essential solution, the London Borough of Barnet will input existing data into a standard format (such as a .csv or .xls) for an 1.2.8 initial bulk upload while the procurement process is being completed.

Solutions that can interrogate 3rd parties’ internet sites Desirable and extract information to be displayed in the directory will be favoured. 1.2.9 The process for collecting this information from other sites should support validation by the London borough of Barnet prior to it being published.

The online directory must include functionality allowing Essential information to be bulk downloaded into a standard and editable format (ie a .xls file), so that it can either be 1.2.10 edited prior to a subsequent bulk upload by the London Borough of Barnet or used to feed other information sources (such as printed service directories). The online directory must include functionality allowing Essential users to ‘flag’ inappropriate or inaccurate information for 1.2.11 the attention of nominated London Borough of Barnet staff.

This ‘flagging’ Mechanism must directly link to pre- Essential 1.2.12 existing London Borough of Barnet email addresses.

The online directory must include functionality allowing Essential nominated London Borough of Barnet staff to remove inappropriate content from the website and / or the 1.2.13 provider must commit to removing inappropriate content within one hour of it being reported by the London Borough of Barnet on a 24/7 basis.

The online directory must include a caveat stating that Essential the inclusion of a service does not constitute recommendation of the service by the London Borough of Barnet 1.2.14 Please note that the wording for this caveat would be provided by the London Borough of Barnet.

3rd Party organisations which wish to add or revise Essential information are able to upload it to the website.

1.2.15 The ability for nominated London Borough of Barnet Staff to preview this information before it is published on the site is required.

1.2.16 Solutions must include a basic and advance search Essential function.

Basic search function to search on full phrases and individual words.

Advance search to include the ability to search all fields held within the backend database.

Solutions that include a search function with the ability to Desirable find services (for example) within a 5 miles radius of 1.2.16a users post code will be favoured.

Solutions must include the ability to categorise the Essential services available in the directory, solutions will be 1.2.17 favoured if this categorisation could be undertaken by London Borough of Barnet staff.

Solutions must include the ability for the council to place Desirable a ‘flag’ next to services which they are in contract with – 1.2.18 acting as a form of quality mark for the site’s users.

Solutions must incorporate a link to information about, or Essential the ability to, making a formal complaint about a service 1.2.19 from the directory.

Online discussion forum

The solution must include an online forum where people Essential can discuss issues relating to social care. This would be an asynchronous forum (messages are posted and can 1.3.1 be replied to over an extended period of time, rather than being restricted to ‘real time’ conversations, such as those available via MSN Messenger).

The discussion forum must have the ability to present all Essential comments relating to a specific online conversation in 1.3.2 the same place.

1.3.3 The online discussion forum must include functionality Essential allowing users to ‘flag’ inappropriate comments for the attention of nominated London Borough of Barnet staff. This ‘flagging’ Mechanism must directly link to pre- Essential 1.3.4 existing London Borough of Barnet email addresses.

The online discussion forum must include functionality Essential allowing nominated London Borough of Barnet staff to remove inappropriate content and / or the provider must commit to removing inappropriate content within one 1.3.5 hour of it being reported by the London Borough of Barnet on a 24/7 basis.

Comments from nominated London Borough of Barnet Essential staff can be differentiated from other postings to show 1.3.6 that they have originated from the site’s administrator.

The online discussion forum must include a caveat Essential specifying that the comments posted do not represent those of London Borough of Barnet or the site provider. This should also specify that the site is not actively monitored by the London Borough of Barnet, which will 1.3.7 only actively review comments when they are ‘flagged’ by a user as inappropriate.

Please note that the wording for this caveat would be provided by the London Borough of Barnet.

Certain types of content must be automatically prevented Essential from being included in published posts. Examples of content that the London Borough of Barnet might choose to filter out include (not exhaustive): 1.3.8  Common swear-words,  People’s personal phone numbers,  People’s personal email addresses. 1.3.9 People using the discussion forum need to ‘log on’, Essential creating and subsequently using a unique user profile. User information requested when creating user log on:

 First name  Surname  Email address  Username (to display on screen)  Password

Provider to manage user accounts.

Password and username prompts will be required if users have forgotten their log on details.

Users to have the ability to amend their own personal details, including username and password.

User profiles can be blocked by nominated London Essential Borough of Barnet staff – providing a mechanism from 1.3.10 preventing individuals who repeatedly break site rules from causing ongoing disruption.

A Feedback system

The solution must include the ability for people who use Essential social care services to provide feedback on the quality of 1.4.1 the care they have received from specific providers.

1.4.2 This feedback system must include a ‘rating’ function, Essential where people can categorise the quality of service received with a single click. In the example of Amazon.com, this rating is divided into 5 categories: 5 (Excellent) 4 (Good) 3 (Fair) 2 (Poor) 1 (Awful)

The London Borough of Barnet will define these categories at a later date.

The feedback system to include questions which people Essential can respond to with a simple ‘yes’ or ‘no’ answer (via radial button or drop down list). 1.4.3 These questions will be defined by London Borough of Barnet staff.

The feedback system to include a space for free text Essential comments.

Please include the option for Free text comments to be 1.4.4 accessible by a London Borough of Barnet administrator in the first instance until verified as well as comments being posted on the site immediately.

The feedback system must collate responses so that Essential people can see a summary of people’s views of the 1.4.5 service provided by a supplier.

The feedback system must include functionality allowing Essential users to ‘flag’ inappropriate comment for the attention of 1.4.6 nominated London Borough of Barnet staff.

1.4.8 The feedback system must include functionality allowing Essential nominated London Borough of Barnet staff to remove inappropriate content from the website and / or the provider must commit to removing inappropriate content within one hour of it being reported by the London Borough of Barnet on a 24/7 basis. The feedback system must include a caveat specifying Essential that the comments posted do not represent those of the London Borough of Barnet or the site provider. This should also specify that the site is not actively monitored by the London Borough of Barnet, which will only actively 1.4.9 review comments when they are ‘flagged’ by a user as inappropriate.

Online events Calendar

The solution must include an online calendar which can Essential be used by people to find out events relating to social 1.5.1 care which are taking place in Barnet.

Solutions will be favoured if this calendar can be Desirable populated by trusted third parties, as well as nominated 1.5.2 London Borough of Barnet staff.

People viewing this calendar can ‘click through’ to more Essential information about the event or supplier, either via a pop- up box or through a hyperlink to another webpage (ie: 1.5.3 one holding publicity materials about the event, or a separate webpage where people could book a place online).

People can email a nominated member of London Essential Borough of Barnet staff to suggest an event to add to 1.5.4 the calendar.

1.5.5 The online calendar must include functionality allowing Essential users to ‘flag’ inappropriate or inaccurately described events for the attention of nominated London Borough of Barnet staff.

The online calendar must include functionality allowing Essential nominated London Borough of Barnet staff to remove inappropriate content from the website and / or the 1.5.7 provider must commit to removing inappropriate content within one hour of it being reported by the London Borough of Barnet on a 24/7 basis.

The online calendar must include a caveat specifying Essential that events posted by people other than nominated London Borough of Barnet staff do not have the formal endorsement of the London Borough of Barnet or the site provider. This should also specify that the calendar is not actively monitored by the London Borough of 1.5.8 Barnet, which will only actively review events when they are ‘flagged’ by a user as inappropriate.

Reporting Facility

1.6.1 The solution must include the ability for nominated Essential London Borough of Barnet staff to generate reports on trends of use of the site. Examples of reports that would be of use include (not exhaustive):

 Most popular search,  Number of unique visitors,  Number of repeat visitors,  Dwell time on a page,  Popular days / times the website is being used on.

Solutions must include the ability for London Borough of Essential Barnet staff to run these reports on demand or for the 1.6.2 solution to potentially integrate with a 3rd party monitoring tool.

London Borough of Barnet staff to specify and set the Essential 1.6.3 parameters of reports themselves.

Solutions to include a reporting functionality Desirable included an opt-in mechanism for collecting demographic user about site visitors (i.e.: a pop-up box that appears during the users visit to the site), which could then be included into reports. Examples of demographic information that would be of use includes:

 Categorisation of reason for visiting site (ie: 1.6.4 service user, carer, professional, other),  How person heard about the site,  Whether person has disability,  What their interest is in social care.

The ability to turn this function off and on will be required.

Solutions will be favoured if they provide people with the Desirable opt-in option of leaving their email address to receive 1.6.5 more information about social care from the London Borough of Barnet.

Accessibility

Solutions must be at least AA standards, suppliers will Essential New be favoured if the site is of AAA level. Examples of accessible functionality which support a Essential site’s functionality (not exhaustive) are:

 A tool to enable users to listen to website content, for example Browse Aloud,

 The ability to change font size (if possible, by Essential selecting from a simple ‘Small’, ‘Medium’, ‘Large’ set of radial buttons,

 The ability to reverse colours, so that light text sits on Essential 1.7.1 a dark background,

 The ability to include ‘plain English’ versions of Essential information for people with limited reading abilities (such as some people with learning difficulties); for example ‘easy read’,  The ability to include images next to information to Essential help people with limited reading abilities (such as some people with learning difficulties) to understand the meaning being conveyed.

Solutions to provide a translation function. This should Essential only be provided if it is at no extra cost to the London 1.7.2 Borough of Barnet. This reflects the availability of free translation services on the internet.

1.7.3 Solutions must have a ‘front page’ that is loaded Essential when accessing the site that includes functions that allow people who may struggle to use the rest of the site effectively (due to poor computing skills) to access key information or help. Example means of doing this (not exhaustive) are:

 A list of essential phone numbers, such as those for the London Borough of Barnet’s access points, local NHS access points, and key advocacy organisations,

 A list of groups (such as user led organisations or Essential London Borough of Barnet staff working at libraries) who could support people to use the site,

 Simple, accessible, instructions to using the site. Essential

Solutions that include a ‘text only’ Desirable version, available directly from the site’s ‘front page’ will be favoured. This will enable the site to be used by 1.7.4 people accessing it with dial up or equivalent connections.

Technical Requirements – Phase 1

1. Hosting Requirements Essential Provision and management of infrastructure in a 24 x 7 1.1 hosting environment. Supplier to document the proposed infrastructure solution.

Supplier to ensure infrastructure is kept up to date with Essential 1.2 latest patches.

Provision to include configuration for application Essential 1.3 readiness including the underlying database(s). Essential Hosting provision to ensure secure rack space with 1.4 redundant power

1.5 Provision of backup and recovery including verification Essential

1.6 Scalable bandwidth and data storage requirements based Essential upon usage.

Provision and management of firewalls (e.g. Cisco PIX), Essential 1.7 routers and switches.

Monitoring of performance, capacity, connectivity and Essential 1.8 other key thresholds to ensure availability of web pages.

1.9 Supplier to state DR action plan Essential

Supplier to inform the London Borough of Barnet of Essential planned maintenance at least 72 hours in advance and out of normal business hours (8:00 to 18:00 hours). 1.10 Uptime to be in excess of 99.9% (excluding planned maintenance).Any overrun will be counted as unplanned downtime.

Supplier must be able to support the application within a Essential hosted environment nominated by the London Borough of 1.11 Barnet.

2. Data The ability to link to other systems through: CSV, Essential 2.1 delimited, XML, web services

2.2 Ability for council to configure bulk data import/export Essential 3. Systems Management & Security Provision for the installation and management of the Essential 3.1 application database.

Provision for the maintenance of the database Essential 3.2 environment.

Supplier to state licensing options (e.g. per server / CPU / Essential 3.3 Editor / Author / Administrator / Client / Concurrency) Provision for different roles with corresponding security Essential levels using strong passwords based upon the London 3.4 Borough of Barnet password policy. (e.g. Administrator(LBB), Editors/Authors (Suppliers), clients.

Provision for clients to create and amend their individual Essential 3.5 accounts with verification so far as is possible of data for contact details such as email addresses and postcode.

All personal details transferred over the internet to be via Essential 3.6 SSL.

All administration and content editing to be done securely Essential 3.7 over SSL.

User friendly interface for system administrators to Essential 3.8 access reports on website usage and data analysis.

User friendly interface for system administrators to act as Essential 3.9 moderator in a real time scenario with ability approve or reject any interactive comments (blogs)

3.10 Application makes use of cookies to identify users. Essential

3.11 Ability to archive data. Essential

Ability to audit activity to a user account, I.P address and Essential 3.12 date time including any changes made by directly by suppliers. 4. Design & Reporting Use of stylesheets to enable easier change of look and Essential 4.1 feel

4.2 Provision for capturing metadata from the author Essential

4.3 Layout should be restricted by centrally managed Essential template(s)

Editors should be able to view the status of all content in Essential a state other than archived or published (e.g. ‘due for 4.4 review’; ‘under review’; ‘to be archived’; ‘checked-out for too long’) for sections for which they are responsible

Archives should be maintained by section where required Essential (e.g. News; Press releases), and these discreet archives 4.5 should be individually searchable via the advanced search page. 5. Support There must be only a single point of contact for the Essential 5.1 system for support purposes.

An end to end process for managing calls operational Essential 5.2 during normal office hours.

Look & Feel – 10%

Solutions must be built utilising style sheets to ensure Essential New that the site is maintainable.

The solution must be able to adhere to the London Essential Borough of Barnet’s corporate guidelines (provided). An example of a website which does this is: 3.2  http://www.barnet.gov.uk/

3.3 Solutions that are flexible enough to apply these Desirable guidelines while also having a unique, site- specific, feel will be favoured.

Examples of websites which do this are:

 http://search3.openobjects.com/kbroker/barn et/directme/browse.jsp?tlid=2085

 http://www.barnet.gov.uk/index/jobs- careers/barnetpossibilities.htm

Solutions will be favoured if they can present the content Desirable of the site through a number of different ‘skins’. This could be used, for example, to provide one skin for 3.4 service users who might have poor vision or computing skills and another skin for practitioners.

3.5 The London Borough of Barnet is working with a group N/A of social service users to assess the ‘useability’ of the possible solutions. Part of the evaluation of bids will be this group’s analysis of each site. Bearing this in mind, potential providers are informed that another group of service users specified that they would want a website which had the following attributes:

 Well designed  Simple  Easy to read  Easy to use  Practical  Reliable  Functional  Organised  Engaging  Bright  Colourful  Friendly  Understanding of my needs  Branded  Sustainable  Forward thinking  Adaptive  Accessible  Trusted  Dependable  Consistent  Familiar  Intelligent  Slick  Fast

The look and feel of solutions must be able to Essential adapted over time, solutions will be favoured if this 3.6 adaptation could be done by London Borough of Barnet staff.

Set Up Costs - 25%

Please see pricing schedule

Annual Costs – 25%

Please see pricing schedule

Phase 2 Functionality – 10% Please note that Phase 2 of this project is not an absolute and will not be considered until April 2010.

The council has systems (existing and future) that manage core activities such as procurement, social care management and customer relations. The provider must be able to provide access to these systems through web services and other integration technologies so that these services can be presented to users through the directory or provide links to other council portals passing data required to launch the service. Online Procurement Facility

The provider would be asked to provide additional Essential functionality that allowed people to directly purchase 2.2.1 social care services via the online directory to the social care management system.

Online procurement functionality must make use of Essential internet technology that meets PCI/DSS standards to assure the security of the financial transaction and 2.2.2 provide links to the council’s income and financial systems. (Capita AXIS and SAP)

This procurement functionality must be able to be Essential integrated with the financial modules of a care 2.2.3 management system (the London Borough of Barnet currently uses the Swift system).

Social Care Self-Management System

2.3.1 The provider should provide additional functionality that Desirable allowed people to directly manage their own social care services via the online directory to the social care management system. The online procurement system specified in section 2.2 would be a core element of this, but other elements would be:

 . The ability to use the site to complete a self- assessment form for social care services;

 The ability to use the form to complete self- Desirable planning forms for social care services;  The ability to use the form to plan out the use Desirable of a personal budget for social care services

Online self-management functionality would have to Essential ensure the safety and confidentiality of the information 2.3.2 added by people.

This self-management functionality must integrate with a Essential care management system (the London Borough of 2.3.3 Barnet currently uses the Swift system).

Customer Intelligence Functionality

The provider would be asked to provide additional Desirable functionality that allowed the London Borough of Barnet to collect (via an opt-in method) information about individual users and then use it to send them targeted information about social care services. This would, in essence, be similar to the way in which some private 2.4.1 sector organisations such as Tesco collect information about their customers and use it to target sales initiatives. This data must be able to be exported to the customer database (The London Borough of Barnet currently uses SAP CRM)