Redweb will be required to ensure that the proposed solution meets expectations from a technical perspective.

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1 Website development The development department at Redweb consists of a large number of web developers who are experts at designing and developing websites and applications across a variety of Content Management Systems (CMS) and platforms, including Microsoft SharePoint, EPiServer, Sitecore, Umbraco, OpenText, Drupal, Joomla!, Wordpress and Alterian. Our development processes are CMS agnostic and we apply them across all of our solutions allowing us to deliver innovative websites no matter which CMS is being used. Technical services Website, intranet, extranet design and build Mobile application design and build Database development Integration with adjacent / line of business applications CMS platform implementation Development of bespoke applications and functionality Technical application design Redweb will be required to ensure that the proposed solution meets expectations from a technical perspective. To achieve this, Redweb undertake Technical Application Design (TAD) using proven structured methods. Our processes are documented in our ISO9001:2000 procedures and are appropriate for many of our clients, because they allow fixed-price estimation, project planning with set deliverables and cater for non-technical stakeholders. Redweb s TAD process involves clients in decision-making, evolves a solution from abstract to definite and considers technology in terms of both current and future opportunity. TAD development is a staged approach with a review and sign-off (PRINCE2) and confirms how application technology is designed/delivered and maintained. In particular, it documents: Information solution architecture / wireframes Data modelling / schemas Redweb services for public sector Page 1

2 CMS implementation / customisation Bespoke functionality Field validation / error handling Data processing User management / authentication System integration Platform / system requirements External impacts Information security Performance Capacity planning Testing System availability / robustness / DR Accessibility Methodologies (e.g. Entity Relationship Modelling, Use Cases and Process modelling, Object- Orientated Design) Documentation Software requirements / dependencies Monitoring / metrics Redweb services for public sector Page 2

3 Case study a Redweb designed and developed the website for the National Crime Agency in Joomla! ( Redweb services for public sector Page 3

4 Open source and open standards Redweb has embraced the growing demand for open-source and open standards. We have and will continue to evolve its proposition and skills to accommodate client demands. We currently have experience in the following open-source CMS: Drupal Umbraco Joomla Wordpress Open standards that we utilise include: HTML XML PDF Image formats PHP C# JavaScript W3C Accessibility standards. In addition to open-source, we also provide development services on a number of vendor-based software. Although this may not seem initially relevant to our Home Office bid, it does allow us to see innovation and trends first hand, which influences our knowledge and development within our opensource work. Redweb always try to provide value to our clients and one opportunity to achieve this is to reuse code. We have a policy of creating base-builds, which allow us to build on prebuilt functionality to reduce cost and timescales. Over the coming months we will be further developing our base-builds in PHP CMS. If selected for the roster we are sure that this work will benefit the Home Office over time. In respect of supporting utilities we use MySQL and Linux. Our open-source search experience is Apache Lucene. Although not specifically open-source we also often utilise services that are free for clients. This may include Google applications such as Analytics and Maps, Facebook, Twitter, Flickr, Pinterest, LinkedIn and other online services. We have experience of integration and using APIs and web services for a variety of uses. This knowledge may be beneficial to support campaigns and engaging with specific audiences. Redweb services for public sector Page 4

5 Information principles Services offered by Redweb conform to the Information Principles in how data is made available, stored and managed. Further information is available on request. Government ICT strategy Services offered by Redweb support Government ICT Strategy and Greening ICT Strategies. ICT strategy Wherever possible, we aim to re-use functionality that has already been developed, using open source software. Our projects are run using Agile methodologies to promote collaboration and multidisciplinary teams. Greening ICT strategy Redweb have been ISO14001 accredited since We continually monitor and measure key operational characteristics that can have a significant environmental impact, as well as performance against our operational controls, environmental objectives and targets. All of our materials are sourced in line with ISO14001 guidelines, including recycled paper and consumables. Sustainability is a high priority for Redweb and to this end we recycle all waste as much as possible. We promote energy saving by placing notices in prominent places around the office (such as on light switches and occasional use electrical equipment), reminding staff to switch off after use We recycle paper, plastic bottles, cans and print cartridges We use mugs and glasses for drinking, we do not provide plastic/disposable cups Water coolers are plumbed into the mains water supply, eliminating the need for water deliveries We have a cycle scheme to encourage staff to cycle to work We use public transport as much as possible for work-related travel We use fair-trade produce (tea/coffee), buying in bulk to reduce the frequency of deliveries to restock Whilst Redweb accepts the main responsibility for the implementation of this policy, we believe our staff also have a very important role in ensuring we adhere to our environmental policy. As such, we rely on them to aid us in the above mentioned activities and include an environmental management presentation as part of all new starter inductions. Redweb services for public sector Page 5

6 We also collect data throughout the year, relating to carbon emissions, energy usage, business mileage, paper consumption and recycling and refuse levels. We then add the data to an environmental register to see how we compare against our objectives. Over the past 12 months, no changes have been made to the policies or procedures, but in regards to working practices, the following has taken place: A reduction in paper purchased has been made across the company A reduction in printing/photocopying has been made across the company A reduction in CO2 omissions has been made in regards to car mileage used by employees, in part by the introduction of a cycle scheme for staff Environmental commitment forms are sent to any Redweb suppliers who may have an impact on our activities Video conferencing facilities have been introduced to minimise travel Suppliers have been contacted to ask them to use less packaging when sending goods All staff have EMS training Annual audits take place Information Assurance Redweb services are accredited to IL3. We hold the following ISO accreditations: ISO 9001 Quality Management Redweb maintains and complies with a process based quality management system that fulfils the requirements of the International Standards ISO9001:2000. We have held this accreditation since ISO27001 Information Security Management Redweb hold the ISO27001 information security management certification. This ensures that we maintain audited processes to keep your data secure and safe. ISO Environmental Management Redweb have been ISO14001 accredited since We continually monitor and measure key operational characteristics that can have a significant environmental impact, as well as performance against our operational controls, environmental objectives and targets. Redweb services for public sector Page 6

7 Backup and disaster recovery Redweb s backup strategy is carefully considered and operates at several levels within the hosted infrastructure. Our policy is to use Veeam to take backups of each server as a snapshot, starting with a weekly full backup followed by nightly incremental backups. The retention period is 14 days; we can restore a server exactly as it was or extract a single file as required. Backups are replicated offsite for DR purposes, also allowing Redweb to restore a snapshot in our local virtualised environment to debug potential infrastructure issues. As snapshots are also stored in the primary DC we can respond to a request for file recovery or even full server restoration almost instantly. Redweb firmly believes in the value of snapshots prior to any change, such as a patch or an upgrade, a snapshot can be taken, and in the event of any issues the snapshot can be restored in minutes. Redweb is a Veeam Solution Partner. As part of our solutions we also set backup and retention policies locally on servers to ensure all security, event and system logs are backed up, as well as appropriate maintenance plans for SQL databases. Onboarding and offboarding Redweb acknowledge that a new business relationship should not automatically mean a new website or intranet, or the replacement of existing solutions. We appreciate that work done by other agencies or in-house will have significant value. However, we also feel potential clients should not feel obliged to retain their incumbent agency because of technology and Redweb strive to make any transition as simple and painless as possible. Bearing this in mind, Redweb understand the transfer from one supplier to another, or the introduction of a new supplier to an existing framework of suppliers, needs to be achieved as effectively and efficiently as possible. Our basic aim is to get up to speed with your existing website, intranet and technical infrastructure quickly whilst ensuring we are also diligent in review. This is essential in ensuring any transfer of development responsibility is completed without risk. Such on-boarding requirements are achieved through hard work, experience and auditing. Furthermore, we will make no change to undertake this initial exploratory work. The main objectives of the onboarding process are as follows: Redweb services for public sector Page 7

8 To gain an understanding of the different elements of the website solution; to understand the boundaries (i.e., what, if any, other systems does it connect to), the architecture and the key technical features of the solution To be in a position to be able to carry out fixes or work on the website under our Support or BAU processes. To support this, we would anticipate undertaking the following activities: An initial meeting (either in person, or perhaps via phone conference) to discuss the solution, gain a broad understanding and to highlight relevant actions and responsibilities during the on-boarding process We would also require you to supply Redweb with the following: Any relevant current technical documentation, which may include: o Functional & technical specifications o Technical & hosting architectures o Deployment processes o Test scripts All website source code, including Visual Studio project files Backup of running website and database files so that we can create a local development site Details of hosting for the website, including connectivity information (creating an account for us if needed) to the live servers, database servers and development/test servers Once this has been received, Redweb will carry out the following tasks: A review of the documentation (which may result in further questions for the client) Placement of source code and project files within our source repository Creating a local development version of the website and ensuring that it functions correctly Test connectivity to the hosting infrastructure and establishment with the client of a deployment process If requested, Redweb will supply an Exit Strategy document outlining a high level plan for both ordinary and emergency exits, scope of termination and any associated costs. Redweb services for public sector Page 8

9 Support & service management Although every effort is made to maximise uptime, reliability can never be 100% guaranteed and problems will occasionally occur. Different users, scenarios, data input, browsers, circumstances etc. may all create issues unbeknown and unforeseen. In addition, you may have on-going questions relating to the content management and/or associated software or the need to check functionality following end user feedback or comment. Under a Redweb support contract, you will have access to our support desk during working hours (8.00am 6.00pm), as well as, if chosen, out-of-hours access to on-call technicians to meet your requirements. All enquiries are dealt with professionally, with the Redweb team priding itself on positive and proactive feedback. Support covers error correction, end user issues and clarification of technical and more common questions. The Redweb support team is knowledgeable in web technologies and fully backed by our specialist staff of software developers and web designers. All support staff are based in-house and work closely together with the production teams. For clients combining our CMS and hosting services, then support will cover website application, servers and firewalls. This is beneficial to many clients as no lines of ownership are drawn and Redweb take full responsibility for the complete system. In this situation we can also draw on our ISP s 24/7/365 monitoring services and have specific cross company procedures and escalation for incidents during 10pm 6am. This partnership benefits clients considerably. In addition, we are proactive and aim to be aware in advance of potential issues caused by new technology and security vulnerabilities. A typical example is a new browser or security patch. We can then resolve issues before the website becomes compromised. Our Support Contracts typically include: Error fixes and priority response by Redweb team 8.00am 6.00pm On-call technical staff for out of working hours response (optional) Polling of website page content every 15 minutes 24/7 to ensure uptime (SMS alert) Additional 24/7/365 monitoring and response (if hosting resides with Redweb) Direct access to Support helpdesk (working hours) Direct contact to developers when required Patching and ongoing review Assistance with end user queries and requests Post training support/questions for 3 rd party software such as CMS functionality Redweb services for public sector Page 9

10 Support undertaken within our ISO9001: 2000 procedures. Maintenance All planned maintenance (infrastructure or software) is planned with a minimum of seven days notice for the client. In addition maintenance is planned in such a way to minimise impact to a client e.g. Patch one load balanced server and then the other to prevent down time. Another alternative for some clients is to fail over the solution to the DR data centre while patching takes place this is a useful approach when large changes take place, for example a CMS upgrade. Typically Redweb will perform planned maintenance (e.g. Windows patches) on a monthly basis according to the Microsoft release schedule. Normally, the patching window is between midnight and 6am on a weekend, however, we can adjust this according to special events or client requirements A sample SLA is attached detailing performance, availability, support levels and severity definitions. Training Redweb offer various forms of training as a separate service. Ordering and invoicing information Invoicing is carried out at the end of each month on a time and materials basis. A billing plan with forecasted invoices is made available at the start of all projects. Termination terms Hosting and support contracts are subject to 3 months written notice for termination of service. Redweb services for public sector Page 10

11 About Redweb Located in Bournemouth and London, Redweb is an award-winning digital strategy, design and development company currently on its s year of trade. With a turnover of over 6m and 80 permanent staff, we have dedicated user experience, design and production teams, supported by experienced account managers and project managers. Our experience in the digital arena covers the scope, specification, design and development of websites; intranets, extranets; applications; mobile solutions and the underlying Content Management Systems supporting such solutions. Redweb utilise a range of highly skilled individuals to ensure that our client s strategic goals are defined and delivered. Our approach places significant emphasis and effort into strategic thinking ahead of any design or build. This ensures that our solutions have longevity, deliver maximum return on investment and most importantly, meet the current and future business needs of our clients. Clients We are very proud of our client list, the great relationships and work we do for them. Our current portfolio includes a range of sectors and we are delighted to be continually presented with opportunities to make our mark on new ones. Public sector clients include: HM Treasury, Electoral Commission, Department for Education, Scottish Parliament, National Crime Agency, the Home Office and the Cabinet Office. Other web services At Redweb, we pride ourselves on having a healthy balance of creative strategy, design and production, ensuring that your digital investment provides you with real, measurable returns. Digital strategy Digital design including online brand development and toolkits Development of websites, extranets, intranets, mobile sites and applications Hosting, maintenance and support Deployment and integration of Content management systems Deployment and integration of ecrm and enabling systems Usability testing and accessibility audits Development and integration of Ecommerce systems Development of touch screen applications and kiosks Redweb services for public sector Page 11

12 Social media strategy Content strategy, development and migration Online marketing (search engine marketing, affiliate marketing and price comparison, online advertising, online media planning, marketing and forum mining). Contact Ann-Marie Winstone on Redweb services for public sector Page 12