Web Redesign Services

The Vendor is required to provide for web redesign services, CMS implementation, content governance and ongoing support.
- Redesign and modernize the City’s public website ecosystem and implement a sustainable content governance model.
- The goals are to:
• Deliver a resident-first, ADA-compliant website that is fast, secure, and easy to navigate.
• Consolidate and streamline content across departments; reduce redundancy and outdated pages.
• Implement an enterprise-grade Content Management System (CMS) that supports governance, workflows, analytics, and future scalability.
• Improve digital service delivery (forms, payments, service requests) and integrate with core City systems.
• Establish ongoing support, training, and measurement practices that keep content accurate and useful.
- Centralizing communications and implementing website governance to ensure a single, consistent voice.
- Deliver a modern, accessible web experience with strong content governance, clear information architecture (IA), and streamlined digital services.
- Discovery & Strategy
•    Stakeholder interviews and resident research (surveys, task testing).
•    Content audit & inventory; rot analysis (redundant, outdated, and trivial).
•    Analytics review (ga4), search logs, and top tasks analysis.
•    Governance blueprint (roles, workflows, SLAS, and ownership).
- Information Architecture & UX
•    Site map and navigation using a task-based model.
•    Page templates and components (e.g., service pages, program pages, department hubs, project updates, alerts).
•    Search optimization (site search tuning, metadata strategy).
- Visual Design & Brand System
•    Modern, mobile-first design; pattern library / design system.
•    Accessible color/typography; high-contrast, keyboard-friendly interactions.
•    Reusable components for alerts, closures, events, agendas, and emergency messaging.
- CMS Implementation
•    Recommend and implement an enterprise CMS (open-source or commercial) that supports:
•    Role-based permissions; editorial workflows; review/expiry dates.
•    Structured content types and components.
•    Media library/dam; image optimization; document governance.
•    Versioning, staging, preview; rollback.
•    API-first architecture for integrations.
•    Document/file management & records retention: versioning, metadata, automated review/expiry, and archival consistent with state public records requirements; bulk upload; inline document viewers; OCR/indexing for search; automated broken-link checking; accessible document support (pdf/alt formats).
•    Storage model & costs: proposers must detail included storage, per‑GB overages, and options to store or link to external repositories (e.g., SharePoint/OneDrive, google drive) while preserving canonical links and search indexing.
•    Data portability: non-proprietary export of all content, media, configurations, and metadata; no vendor lock‑in.
•    Migrate prioritized content; decommission legacy pages per governance rules.
- Integrations (as applicable)
•    Integration approach: prefer API-driven integrations over iframes wherever APIS exist; if iframes are unavoidable, they must be fully responsive, accessible, and visually consistent with the design system, and support deep-linking.
•    Target systems (non-exhaustive):
•    Recreation & programs: rectrac/webtrac and civicrec (program listings, registration).
•    Public records: GovQA (or successor platform) for act/public records request workflows.
•    Resident services/311 & CRM: service request platform and knowledge base.
•    Meetings & agendas: legistar/Granicus.
•    GIS/maps: ESRI.
•    Email & alerts: mailchimp and SMS/email alerting.
•    Payments: secure gateways used by the city.
•    Identity: SSO/SAML/oauth2 as available.
•    Analytics/search: ga4, GSC; site search tuning.
•    Integrations matrix: proposers must submit a matrix listing each integration, method (API/IFRAME/SDK), endpoints used, data flow diagram, and any required middleware.
•    Case studies: provide at least two governmental examples demonstrating successful implementation of similar integrations.
•    Data portability: document how integrated data/entities can be exported and retained for records compliance.
- Accessibility & Compliance
•    Conform to WCAG 2.2 AA (or higher) and Section 508; provide accessibility testing reports and remediation plan.
•    Authoring tools must support accessible content creation (alt text prompts, headings, link text, table helpers).
- Performance, Security & Hosting
•    Hosting model: describe whether hosting is vendor-managed, cloud provider-managed, or on‑prem; indicate single-tenant vs multi-tenant, environment separation (dev/test/stage/prod), and country Data residency.
•    Uptime & resilience: minimum 99.95% monthly uptime SLA; document autoscaling/caching/CDN strategy; peak-traffic handling; scheduled maintenance windows and advance notice.
•    DR/BCP: backups at least daily with encrypted at-rest/in-transit; RPO ≤ 15 minutes (for CMS DB) and RTO ≤ 4 hours; quarterly restore tests.
•    Security: WAF/DDOS protection, patch cadence, vulnerability management, annual third‑party penetration testing; SOC 2 type ii (or equivalent) preferred. Provide vulnerability disclosure policy and incident response playbook.
•    Access & logging: SSO/SAML, least-privilege access; audit logs retained per records policy; ability to integrate logs with city SIEM.
•    Monitoring & status: real-time monitoring and public status page; incident communications with timelines and post‑mortems.
•    Cost transparency: detailed hosting pricing, scaling tiers, bandwidth/storage limits, and overage fees.
•    Civicplus considerations: proposers must compare hosting capabilities and migration approach relative to the city’s current civicplus footprint, including any constraints, efficiencies, or transition risks.
- Content Migration & Writing Support
•    Content matrix with ownership and review cadence.
•    Rewrite priority pages using plain-language standards.
•    Create templates for evergreen service pages and timely project updates.
- Training & Change Management
•    Admin and author training (live + recorded).
•    Authoring guides, style guide, governance handbook, and QA checklists.
- Post-Launch Support & Continuous Improvement
•    Warranty: minimum 180-day warranty with defined SLAS by severity (e.g., SEV 1: 1‑hour response, 4‑hour workaround, 3 business‑day fix).
•    Support model: define support hours (incl. 24/7 for critical incidents), response/resolve SLAS, escalation paths, named account manager, and quarterly business reviews.
•    Knowledge transfer: administrator and author documentation, runbooks, and handover sessions; refresh trainings post‑launch.
•    Roadmap: quarterly optimization based on analytics and resident feedback; include backlog management approach.
•    Pricing protections: provide rate card; cap annual increases for 3 years; disclose any third‑party pass‑through costs.
•    Exit & transition: data and configuration export; termination assistance; measures to avoidvendor lock‑in.

- Contract Period/Term: 1 year
- Non-Mandatory Pre-Proposal Date: September 11, 2025
- Questions/Inquires Deadline: September 15, 2025