Q&A - Questions regarding the UPU Website Revamp Project request for proposals

This document presents questions made by those seeking information regarding the request for proposals for the revamp of the UPU website.

Questions are organized by corresponding section of the RFP and its annexes, where applicable. Where similar, some bidder questions have

been merged.

Document (if indicated)

Chapter/ Topic

Question Answer

RFP 3.3 – Bidder information

Could you please give us more information regarding the executive summary? Do we need to send 2 executive summaries, one regarding the bid itself and the other regarding the company? Is it that correct?

We expect an executive summary for the bid, as well as a summary of your corporate information.

RFP 3.6 – Pricing Structure

Regarding the price to offer, are variants and/or options allowed?

Yes.

RFP 3.6 – Pricing Structure

Which is the level of granularity are you expecting for the financial proposal? What do you expect regarding the pricing structure?

The proposal must have all costs listed and its total price. Below you can see an example of what is expected:

Table of services Remarks Total Cost

Website design Develop templates etc.

CHF 1’000

Images Stock photos etc. CHF 1’000

Navigation CHF 1’000

Total full service cost

CHF 3’000

Bidders could also provide a proposal to design and develop the UPU website revamp project in modules and, in this case, be paid after each module is delivered. In this case, bidders should describe the methodology of

the new website and provide the following pricing structure:

Table of services Remarks Total Cost

Module 1 User study, business needs etc.

CHF 1’000

Module 2 Backlog, wireframes etc.

CHF 1’000

Module 3 Development, corrections etc.

CHF 1’000

Total full service cost

CHF 3’000

RFP 3.6 – Pricing Structure

Is it possible to quote with regards to this three items: services, travel expenses and hosting?

Yes, but it should be clear what exactly is being quoted (i.e. work hours per staff member etc.)

RFP 3.7 – UPU General Terms and Conditions

Regarding the signature of the Term and Conditions sheet we could not find it within the documents provided. We have found within UPU website the following document: UPU Terms & Conditions. Could you please confirm whether it is this the document to be signed?

The Terms and Conditions are available on the UPU website at this link: http://www.upu.int/en/resources/calls-for-tenders/useful-information.html. This document itself does not need to be signed, bidders should provide a cover letter signed by a representative of the bidder duly designated and authorized to act on the Bidder's behalf and with the authority to legally bind the Bidder and accept the terms and conditions of this RFP (RFP section 3.1).

Annex 1 - SOW

3.2 – Current website

What is the number of partners and members authenticated on the websites?

We estimate 2,000 authenticated users.

Annex 1 - SOW

3.2 – Current website

How many contributors and web administrators are there for all platforms? Are they all based in Switzerland?

There are currently between 20 – 25 contributors and web administrators for all current platforms. About 10 – 15 of these are web administrators or back-up administrators.

The list of contributors is expected to grow. Most are located in Switzerland with 2 or 3 located globally.

Annex 1 - SOW

3.2 – Current website

What CMS do you have currently in production for upu.int? What about the other websites listed in the Role Matrix (news.upu.int, upu.ch, ptc.post, …)?

TYPO3 is used for upu.int, news.upu.int and info.post. Here is a breakdown of some of the other CMS used: Sharepoint, MSSQL and K2 for conferences.upu.int, documents.upu.int, pegase.upu.int Typo3 for www.upu.int, www.upu.ch -- www.info.post (www.wnsstamps.post and pls.upu.int are redirected to www.upu.int website) Agiloft for workspace.upu.int and support.ptc.post Easyvista and MSSQL for idil.upu.ch portal.upu.int is a Juniper SSL VPN appliance Windows HTML, ASP for www.emscoop.com, www.ptc.upu.int, globaltracktrace.ptc.post and cerbere.upu.ch AjaXplorer for presentations.upu.int

Annex 1 - SOW

4 - KPIs What are the deliverables required for September? On which site(s)?

The project should be completed in the final week of August, as noted in the Statement of Work, section 11.2 – Tentative Schedule. We expect a tested, live version of the website which is ready to be used by our stakeholders during the Congress in September. Of course, bidders would encouraged to propose an even shorter timeline if possible. Please note that delegates attending the Congress will need access to documents provided through conferences.upu.int, so ability to access to this service should not be disrupted.

Annex 1 - SOW

4 - KPIs With regard to the previous question, what is the level of completion expected for September?

See above.

Annex 1 - SOW

4 - KPIs What is the availability of the people involved in the project before the month of September for the testing phase?

There will be a UPU project manager who will be assigned to liaise with the selected vendor throughout the project.

Annex 1 - SOW

5 – Scope of Work

Is there a UPU graphic chart to be respected, or should a new one be established in the framework of the project?

Yes, the UPU has visual identity guidelines which can be used by the selected bidder for the design of the website. However, the UPU would expect the selected bidder to develop an extension of these guidelines to cover website design.

Annex 1 - SOW

5 – Scope of Work

Who are the decision makers of the project?

The UPU’s General Management or representative indicated by General Management.

Annex 1 - SOW

8.2 Functionalities

By “messenger system” do you mean an instant chat platform?

Yes.

Annex 1 - SOW

8.2 Functionalities

Messenger system: is it correct the working assumption that such feature will allow users to interact with the Service Desk? Is also expected that users could chat with other users?

The service desk should continue as a ticketing system, not as an instant messaging system. Users (with logins) should be able to chat with other users, with the possibility for the UPU to control user access.

Annex 1 - SOW

8.2 Functionalities

Remote participation tool including video

conferencing and web streaming : What is

the expected scope for this solution?

Would you have a use-case example for

both features (video conference and web

streaming)?

Is it expected that any registered user can

set up video conference calls and invite

other users to it, similarly to an application

like Microsoft Skype or Google Hangout? Or

We currently use WebEx for video conferencing during small meetings (between staff members in different regions, for example). We use web streaming during our member meetings so that those who cannot attend can follow the discussions, which is done through conferences.upu.int. We are open to suggestions about the best way to deal with video conferencing, but yes, the idea would be to allow a select group of users (staff, most likely) invite others to video conference. This particular need would be better defined as part of the user needs assessment (10.2 in the Statement of Work). Access to the web streaming available on conferences.upu.int through single sign on is a must.

is it limited to using an SSO to access

conferences.upu.int?

Annex 1 - SOW

8.2 Functionalities

Integration of social media profiles : Users should be able to link their UPU account to the social media networks, in order to retrieve and display their social media profile info and live feed, is that correct? Should the integration also work in the other direction (publishing news, etc. from the UPU website to the social media channels)?

This refers more to the UPU being able to display links to its own social media accounts and have the option to display live feeds.

Annex 1 - SOW

8.2 Functionalities

For future projects: Are there non-latin languages foreseen to be used either on Authoring or users side? E.g. does UPU foresee to offer service in Arab languages?

We will not begin using non-latin languages on the website at this time, but would like whichever CMS is selected to have the possibility to extend authoring to non-Latin languages in the foreseeable future.

Annex 1 - SOW

8.3 - Compatibility

It is mentioned that the new CMS must respect the "web content accessibility guidelines". Is this document related to WCAG 2.0? Therefore, should we expect an accessibility certification?

Yes, this relates to WCAG 2.0.

Annex 1 - SOW

8.3 - Compatibility

Still related to accessibility, is there a mandatory level to reach regarding accessibility recommendations? A, AA, AAA?

We want the website to attain at least AA accessibility, but would be open to recommendations for higher accessibility ratings.

Annex 1 - SOW

8.3 - Compatibility

Which browsers and versions should be supported?

The most popular browsers should be supported (Chrome, Firefox, Edge, Safari, etc.). In addition to this, we will need the website to be supported on Internet Explorer, as some members are still accessing the site(s) using this browser. Our IT recommends:

Maintain compatibility of services and access to information with Internet Explorer 7.

Set up a filter for old browsers (including IE 7 to IE 11), and use a special style sheet (in CSS 2), with a "minimalist design", not using any library (Bootstrap, jQuery UI , etc.), and containing no shadow effects or animations.

Annex 1 - SOW

8.3 - Compatibility

Is site consultation priority to give to mobiles or desktops?

Approximately 30% of visits to upu.int are via mobile at the moment. However, for this project there should be an equal focus on desktop and mobile versions.

Annex 1 - SOW

8.5 - User interface and user experience

In connection with the search and in particular the tag approach, do you have a business taxonomy system with which we have to interface?

We have existing categories which are used on the site, but which will need to be reevaluated and built upon according to the successful bidder’s recommendation.

Annex 1 - SOW

8.6 - Web design services

Should we provide a unified graphic concept for all sites, adding a slight differentiation for each?

Once integrated onto the upu.int platform, all “sites” should have a consistent look and feel conforming to the visual charter developed by the successful bidder.

Annex 1 – SOW

8.7 - Content Management

What is the volume of files that are available to users?

We don’t have total number for all sites indicated in the Role Matrix. For example, upu.int has 2'232 files of all types, at a total of 2.7 GB. Ptc.upu.int has 1.5 GB of files. Disk space needed for Digital Assets will grow regularly as we will keep and publish the records of UPU meetings. It is difficult to estimate the need at the moment but our IT recommends reserving 500 GB each UPU work cycle (4 years). Offers can be made based on bands of data.

Annex 1 – SOW

8.7 - Content Management

Is there a SMTP relay for sending a newsletter or should we propose one?

We have a SMTP relay, it is available to relay messages from on-site servers only.

Annex 1 – SOW

8.7 - Content Management

The requested functionality will depend to a large extent on the back-end CMS selected to support the website. Does the UPU have a preferred CMS among the leading offerings on the market (e.g., Wordpress, Drupal, Joomla, or another)?

No, we would prefer a recommendation.

Annex 1 – SOW

8.7 - Content Management

If the bidder can offer various CMS to choose from, such as those mentioned above, which all fulfill the requirements as stated in the RFP, who should make the final choice? Does the bidder have to commit to a particular CMS at the delivery of the proposal or should the CMS be chosen together with the UPU based on a joint evaluation during the design phase?

The bidder does not have to commit to a particular CMS at the delivery of the proposal, but can provide options that may be selected in cooperation with the UPU during the design phase. However, if cost will vary based on the selection of a CMS, this should be noted in the proposal.

Annex 1 – SOW

8.7 - Content Management

Is it correct to assume that all the contents will be stored into the new CMS and without the need to integrate external sources of data? In case an external resource would be needed, can you please provide the list?

The answer to this will depend on the bidder’s proposal. If the bidder recommends a complete rebuild and integration of all existing sites, then all content should be available in the CMS.

Annex 1 – SOW

8.8 - For members and partners, is the only login method that which will be proposed by the future platforms, or is there already an

The UPU does not have any SSO solution prepared that governs all websites. We have a SSO In place for some of the

User Management

internal UPU system which with we need to interface? Is it planned to have access to the active directory of the UPU or another system allowing SSO authentication?

websites (workspace.upu.int, conferences.upu.int, documents.upu.int) Any authentication should rely on Active Directory (AD), we have an AD for internal users and another AD for our delegates and partners. Yes, SSO will rely on UPU ADs.

Annex 1 – SOW

8.8 - User Management

We understand that the SSO functionality refers to the users being able to login with unique credentials for the entire UPU ecosystems, meaning all the websites listed in the Role matrix. Is that correct? If so, this implies development on these websites as well (correlated with question 1). Or do you have a SSO in place which might be extended to the web platforms?

Yes, users need to have a unique set of credentials that will allow them to access any private areas noted in the Role Matrix.

Annex 1 – SOW

8.8 - User Management

IAM Systems integration for SSO: should a federative approach (i.e. unique username/password across the UPU sites while each single organization keeps user info and the grants for the services) be preferred into the TO-BE solution?

We would prefer a SSO solution that allows the various UPU groups to grant users access to their private information. For example, the internal group who manages documentation should be able to grant a user profile access to private documentation, the internal group that manages the intranet should be able to grant specific users access to that private area etc.

Annex 1 – SOW

8.9 - Security and traffic

Do you have SSL certificates available for each of these 24 sites?

We have public wild card certificates for *.upu.int, *.ptc.post and an internal PKI for upu.ch. I don’t know for the other .post domains

Annex 1 - SOW

8.12 – Web statistics

Do you have statistics for the various sites? Could we have access to that information?

We use Google Analytics for public websites (particularly upu.int and news.upu.int). These can be made available to the successful bidder.

Annex 1 – SOW

9 - Training How many people do you need to train for each type of training (administrator and contributor)?

We would need to train about 20 – 25 people. About 10 – 15 of these are web admins or back-up admins. However, the integration proposal as well as the workflow determined by the selected bidder in cooperation with the UPU will determine the breakdown of future web administrators vs. contributors.

Annex 1 – SOW

10 Should the information architecture be completely redesigned?

Yes. The information will need to be reorganized to facilitate a better user experience. The UPU has already carried out some work to redesign the information architecture and can provide this to the successful bidder.

Annex 1 – SOW

10.3 Is there any expectation to include in scope a migration of some/all the contents currently published into the current sites?

We intend to reduce and reorganize the content that is currently on the website. However, much of it will still need to be migrated.

Annex 1 – SOW

11.2 - Tentative Schedule

Is there a SMART goal to achieve for SEO? If so which one or which ones?

Not identified at this time. To be discussed with the successful bidder.

Annex 1 – SOW

11.5 - Future Work

What are the payment methods envisaged for the e-commerce platform?

Credit and pay pal. We are open to recommendations.

Annex 1 – SOW

11.5 - Future Work

Does the UPU already have a contractual agreement with a payments provider?

Yes, Six Payment Services.

Annex 1 – SOW

11.5 - Future Work

What is the volume of products to be sold? We do not anticipate a high volume of traffic as we will only sell some publications at this time. In the future we plan to begin selling UPU souvenirs.

Annex 1 - SOW

11.5 - Is it planned to make a specific design for the e-commerce platform?

Any design should match the design of the entire site.

Future Work

Annex 1 - SOW

11.5 - Future Work

What does “web promotion” consist of? We mean that there should be a storytelling approach to promoting UPU activities on the future website, particularly through the homepage.

Annex 1 - SOW

11.5 - Future Work

Does document management need to be done within the CMS or interfacing with another system?

The UPU currently manages its meeting documents (protected) through a Sharepoint database platform. We would also like a system to manage publications (public) as part of a database accessible through the website. We are open to suggestions about how this should be dealt with on the future platform.

Annex 1 - SOW

11.5 - Future Work

We do not understand the connection between the introductory sentence of the chapter and the table. Does this table represent how to represent the costs of implementing the project (as requested in Chapter 3.6 of the RFP)? Or is it a way to present the native features of the proposed CMS?

It is intended to detail the technical specifications which must be included in the offer.

Annex 1 - SOW

11.5 - Future Work

Online questionnaires: can you clarify what is expected for this point? Types of questions (poll, survey)? Types of answers (multiple choice, free text, etc.)?

We will need a wide range of possibilities for online questionnaires (including multiple choice and free text), as the UPU regularly sends out questionnaires to member countries to collect data. See one example: http://www.upu.int/en/activities/general-policy-issues/regulatory-issues/questionnaires.html

Annex 1 - SOW

11.5 - Future Work

Do we need to keep to the table as it is? Is it mandatory to use that structure?

The chart does not need to remain the same as the one we have indicated in 11.5 of the Statement of Work, but all elements must be accounted for in whichever format you decide to use.

Annex 1 - SOW

11.5 - Future Work

Could we quote the main headings (1. Design, 2. Page templates, 3. Systems requirements)?

Yes, as long as the listed requirements under each heading are included in your description. (i.e. if you have a total cost for “Design”, it should be specified that website design, images, website content, navigation, capacity to provide content in other languages and web promotion are all covered by this estimate)

Annex 1 - SOW

11.5 - Future Work

What are you referring to with heading (future work)?

It refers to the flexibility of the Content Management System.

Annex 2 - 1 _Role matrix

Do the 24 sites belong to the scope of the project?

All websites indicated in Annex 2-1 need to be integrated into the future platform. This can be done either by reskinning the other platforms to match www.upu.int and then seamlessly linking them within the navigation of the revamped site, or by full integration of the platforms into the new website. We leave this up to the bidder’s recommendation.

Annex 2 - 1 _Role matrix

If we were to integrate the 24 sites, are there any specifications for each of these sites?

The selected bidder will be expected to work with UPU to study exact specifications for all websites before integration as part of 10.2 of Annex 1 – SOW.

Annex 2 - 1 _Role matrix

If we had to integrate the 24 sites, should each site have a specific design?

The design of the other websites listed in the Role Matrix should match the visual charter developed for the future website (upu.int).

Annex 2 - 1 _Role matrix

It's about 24 different websites. Should the offer take into account the integration of the 24 sites within a single platform?

Yes. This is one of the main objectives of the project (see 3.3 in Annex 1 – SOW)

Annex 2 - 1 _Role matrix

As the systems are heterogeneous, can you provide us with a detailed architecture of the different technologies used as well as the interactions between the systems? (web-services, Iframe, etc ...)

Cannot provide at this time. UPU can work with the selected bidder at the project launch to provide access to this information. Here is a summary for some of the websites: We are using: Sharepoint, MSSQL and K2 for conferences.upu.int, documents.upu.int, pegase.upu.int Typo3 for www.upu.int, www.upu.ch -- www.info.post www.wnsstamps.post and pls.upu.int are redirected to www.upu.int website Agiloft for workspace.upu.int and support.ptc.post Easyvista and MSSQL for idil.upu.ch portal.upu.int is a Juniper SSL VPN appliance Windows HTML, ASP for www.emscoop.com, www.ptc.upu.int, globaltracktrace.ptc.post and cerbere.upu.ch AjaXplorer for presentations.upu.int

Annex 2 - 1 _Role matrix

Is it possible to have access to the private areas (those listed in yellow and red) in order to evaluate them?

Not at this time. Full access will be granted to the selected vendor.

Annex 2 - 1 _Role matrix

What is the exact scope of the integration with regards to the 25 domains listed in the Annex 2.1 Role Matrix?

- Is it limited to having one entry point to all websites from the UPU.INT website?

- Must all websites mentioned in the Role Matrix be rebranded / reskinned?

- If so can we consider that are all built on a sustainable CMS technology? Which one?

We desire a single entry point for accessing all UPU websites/digital platforms noted in Annex 2 - 1 _Role matrix, which would be upu.int. Not all platforms have been created using the same CMS, this will need further investigation by the selected bidder when they study the specifications (see 10.2 of Annex 1 – SOW). We expect the bidder to propose a solution for integration, but the key requirement is that all elements in the UPU digital ecosystem are easily navigated to through upu.int.

- OR should we propose a solution in which all functionalities of all websites must be rebuilt anew?

Annex 2 - 1 _Role matrix

The provided list of microsites shows a great variety – are the respective stakeholders all located in Bern or Switzerland?

Our stakeholders are located around the globe. We are an intergovernmental organization with 192 member countries.

Annex 2 - 1 _Role matrix

Could you provide an estimate on the total amount of digital assets being used on all platforms today? Could you provide an estimate about the current total number of HTML pages within UPUs Website Ecosystem?

At this time we cannot provide an estimate for all platforms, but for upu.int alone: 6'460 pages (including English and French), distributed as follows : - 1'280 « shortcut » pages - 1'000 standard pages - 660 « external link » pages - 122 « dossier » pages - 59 « draft » pages - 43 «menu separator» pages - 10 « assembly point » pages 4'179 blocks of standard content 1'157 “document” objects

Annex 2 - 1 _Role matrix

Can you tell us the number of people per profile (stakeholders)?

Not at this time.

Annex 2 - 1 _Role matrix

Could you please share some figures of the expected number of users that will access the portal at a given period of time?

Maximum estimated at 2,000 (the same number as those with logins)

Do you have a preference for the technologies proposed (Windows environment, Linux, Open-Source, owner)?

No preference. This is open to recommendation from the successful bidder.

Is there an estimation available of the overall disk space needed for digital assets (e.g. videos, images, etc.)

Disk space of 6.8 GB is used by the files of our production site "www.upu.int" (/var/www/vhosts/www.upu.int). We cannot at this time provide an estimate for all sites together. Disk space needed for Digital Assets will grow regularly as we will keep and publish the records of UPU meetings. It is difficult to estimate the need at the moment but our IT recommends reserving 500 GB per UPU work cycle (4 years). Offers can be made based on bands of data.

How many page requests are expected per month? What is the maximum expected amount of concurrent page requests? Are there planned peaks throughout the year?

According to our analytics, the average monthly active users of upu.int is 75,000. There are approximately 4,500 active users on news.upu.int per month.

Do you already have a clear communication strategy and a specific message to set the tone and narration on the new website? If no, is the definition of a communication strategy part of the mandate?

Yes, the UPU has a communication strategy which can be used as a guide. This will not be expected of the selected bidder.

How many people can be registered as the core team of the UPU for this project

There would be 5 to 10 people on the project team, which is managed by the UPU’s Communication and Events Programme with input from the IT department (which includes the current www.upu.int web administrator).

How do you foresee to get all requirements/needs for example from a news centre content editor? E.g. a small Revamp project team, having the competences on deciding about the scope

The UPU Communication Programme is leading the project and manages most of the information available on the public side, therefore can provide good insight. For private/protected areas, the selected vendor will be required to work with the project team to complete a full study of the needs. Please note that the successful bidder

might lower the efforts for example on a specification phase of the project.

will be required to carry out a user study (Statement of Work, 10.2 – User experience, prototyping, design).

Which kind of project preparations have been done besides the official RFP for UPU’s Revamp of its Website (ex. Additional documentation, interviews with stakeholders, design directions etc.)?

We have conducted an internal study on which kind of information and functionalities will be required on the new website in order for UPU programmes to reach their key stakeholders. We have also conducted meetings with UPU programmes to learn more about the future content they would like to see on the website and have worked internally to create a preliminary content structure and design, but would prefer to have the selected vendor provide direction on these elements.

Will we have the opportunity to present our approach and offer to you at UPU's offices in Berne?

Bidders will not be invited to the UPU’s International Bureau in Berne to present their offers. However, we are considering asking a selection of bidders to present their proposals via video teleconference. The UPU will contact these bidders after the proposals are submitted and reviewed.

Taking into account the number of days between the clarification and the deadline, are you considering the extension of the deadline?

Yes, the deadline has been extended to 6 April 2018 at 16:00 Central European Time (CET).