Notice Type: Request for Proposal Short Title: EVT Web Usability Testing Posted date: 4/21/2014 E-mail response date: 5/2 Decision: 5/6 Introduction Vermont Energy Investment Corporation (VEIC), a nonprofit organization, requests proposals for Web Usability Testing. Responses to this RFP must be delivered electronically to VEIC by 5:00 p.m. EDT on Friday, May 2, 2014. Responses submitted after 5:00 p.m. EDT will not be accepted. Responses must be submitted electronically via e-mail to: jcathcart@veic.org with RFP Submittal for Efficiency Vermont Web Usability Testing, in the subject line. 1. For efficiency of review, VEIC has specified a numbering protocol for the order in which the Response Requirements are to be presented. Please follow this numbering protocol and do not re-number, insert numbers, or otherwise modify the sequence. Responses that do not follow this numbering protocol will not be considered. 2. When responding via e-mail, all of the documents for the submittal must be presented in the same order as the numbered requirements below. All submissions should consist of one (1) PDF document containing all of the requested information. Individual questions regarding this RFP will be responded to only as follows: questions regarding requirements and scope of work will be received up to 5 p.m. EDT Thursday, April 24, 2014 via email only at jcathcart@veic.org and answers will be posted on the VEIC website (www.veic.org) no later than 5:00 p.m., Friday, April 25, 2014. Questions submitted after April 24, 2014 will not be responded to. Background on Vermont Energy Investment Corporation Vermont Energy Investment Corporation (VEIC) is a mission-driven, nonprofit organization dedicated to reducing the economic and environmental costs of energy use, enabled by the design and implementation of innovative energy efficiency and renewable energy programs. Founded in 1986, VEIC is nationally and internationally recognized for advancing energy efficiency, energy conservation, and renewable energy programs and projects across the United States, Canada, and Europe. VEIC employs over 250 professionals and is headquartered in Burlington, Vermont, with offices in Washington D.C., Ohio, and New Jersey.
VEIC gained national prominence as the contractor for the nation s first energy efficiency utility, Efficiency Vermont. The company also designed and operates utility-scale contracts for energy efficiency service delivery with municipal utilities in the mid-west (American Municipal Power), known as Efficiency Smart, and with the District of Columbia, known as the DC Sustainable Energy Utility (DC SEU). The majority of the staff work for these VEIC divisions. For additional information, please see: VEIC Website: www.veic.org Background on Efficiency Vermont Launched January 1, 2000, Efficiency Vermont helps all Vermonters to reduce energy costs, strengthen the local economy, and protect the environment by making homes and business energy efficient. Efficiency Vermont provides technical assistance, rebates, and other financial incentives to help Vermont households and businesses reduce their energy costs with energy efficient equipment, lighting, and approaches to construction and major renovation. Additionally, we partner extensively with contractors, suppliers, and retailers of efficient products and services throughout the state. Efficiency Vermont is operated by a private nonprofit organization, the Vermont Energy Investment Corporation, under an appointment issued by the Vermont Public Service Board. For additional information, please see: Efficiency Vermont: https://www.efficiencyvermont.com/ Project Overview In an effort to continuously improve the performance of our Website and prioritize future development efforts, Efficiency Vermont is seeking to conduct user testing. To this end, Efficiency Vermont recently developed user personas related to key stakeholders: consumers, small-mid-sized business owners, energy/facilities decision-makers at large institutions and trade allies. We want to test specific areas of the current site with respondents who represent these personas in order to identify potential usability improvements. Ideally, our digital team would like to observe this research either in-person or via a live streaming video feed. Therefore, a 1:1 user testing format in a testing facility is preferred unless the vendor has a strong rationale for using a different approach. Having researched different user testing approaches, the team has a strong interest in doing a card sort exercise with respondents to understand what language respondents would expect to see in the top and side navigation and how they d ideally like to search for information. That said, the team is open to other approaches that would inform site nomenclature and taxonomy. 2
To date, the digital team has been utilizing UserTesting.com, Crazy Egg, Analytics, and Online Surveys for user testing. Project Objectives The project objectives include (in priority order): 1. Develop a better understanding of how users want to navigate the site 2. Identify what language to use in the top and side navigation, so that users understand how to find the information they re seeking 3. Identify what Web tools users perceive to be most helpful and why 4. Understand users content needs/requirements in relation to specific programs 5. Understand how users want to interact with their own energy usage data to identify potential areas of savings Target Population We are seeking to learn from consumers who meet the following criteria: Age 18 and over Live in Vermont Have Internet access at home and are comfortable researching and shopping online 50% residential customers/50% business customers Fits one of the personas created by Efficiency Vermont; minimum of one interview with a respondent representing each persona Interested in reducing energy bills, but has not previously worked with Efficiency Vermont OR has not worked with Efficiency Vermont on a project in 5 years or more Scope of Work By submitting a response to this RFP, the Bidder acknowledges understanding and acceptance of this Scope of Work, and agrees to fulfill all of its terms in the event of a contract award. This request for proposal is for designing, executing and analyzing a full-service Web usability testing project. The services must include the following functional areas*: 1. Identifying the research methodology. This includes sample size and where sample will be procured. 2. Developing the research instrument. a. Allow for two rounds of revisions. 3. Executing the research. a. Recruit for research 3
b. Conduct research c. Allow for digital team to observe research live if possible 4. Analyzing and documenting the research findings. a. Provide written transcript of sessions b. Deliver results of research in a Word document within 5 business days of final session being completed. c. Provide video recording of the user testing sessions 5. Project management, including the creation of schedules and management to deadlines. Vendors will be asked to: a. Create a project plan of specific tactics, timelines, and milestones. b. Manage work to meet deadlines. c. Maintain regular communication with VEIC, arranging for adequate review and approval. d. Facilitate meetings with VEIC, take notes, and follow-up. Performance Period Work under this RFP can begin immediately upon award. Ideally, we would like to kick of this project the week of May 12 or May 19. Anticipated Schedule / Milestones RFP issued 4/21/2014 Questions due to VEIC 4/24/2014 Answers to questions posted to VEIC website 4/25/2014 Proposals due to VEIC 5/2/2014 Decision 5/6/2014 Kick off meeting 5/13/2014 Proposal Requirements Responses to this RFP must be delivered electronically to VEIC by 5:00 p.m. EDT on Friday, May 2, 2014. Responses submitted after 5:00 p.m. EDT will not be accepted. Responses must be submitted electronically via e-mail to: jcathcart@veic.org with RFP Submittal for Efficiency Vermont Web Usability Testing, in the subject line. All responses must be no more than ten (10) pages in length, be formatted to standard letter paper size (8.5 x 11 ) with 1-inch margins all around and a common font set to 11-point or larger. 4
All responses must include a cover letter with the primary person s contact information. Email responses must have all the required information assembled into one (1) PDF file. Multiple files and/or file formats will not be accepted. Please provide: 1. A brief description of your firm s structure and capabilities. 2. A list of all services provided in-house and services provided by any outside consultants. If any services are to be provided by outside consultants, please provide a brief description of the firm, its role, and capabilities. 3. A description of your approach, methodology, and process for completing the work. Please include the rationale for the recommended approach and recommended sample size. 4. Bios or resumes of your project team, including consultants. This should include specific experiences that each team member would contribute to the project. 5. Examples or case studies of similar work your firm provided to other clients with sample creative concepts for primary project components, project budget, and results achieved. 6. A detailed schedule for the project which includes critical milestones. 7. Provide a detailed fee proposal and budget breakdown. 8. At least three (3) references that have used your professional services for a similar project. Include a contact name, address, and a contact phone number. Budget Ideally, the total budget is not to exceed $20,000, including participant honorariums and any facility rental fees. Should your recommended approach cost more than this, please provide details to explain why. Evaluation Criteria Proposal selection will be qualifications-based. Proposals will be evaluated based on the written submission and the following criteria: Responsiveness to work scope and program needs (25%) Demonstrated experience and expertise in similar projects (50%) Cost effectiveness (15%) Local vendor (10%) VEIC reserves the right to evaluate proposals on criteria not listed above. Contract Award VEIC may award contracts to one or more firms. It may award a contract based solely on the response to this RFP, or it may award a contract following discussion or negotiations with one or 5
more bidders. VEIC may request additional data or material prior to making a contract award. VEIC will intend to negotiate contract terms with the most qualified vendor. If unsuccessful, VEIC would intend to then negotiate with the next most qualified vendor, until reaching satisfactory contractual arrangements. Insurance Requirements Before commencing work, the Contractor shall provide Certificates of Insurance to show that the following minimum coverages are in effect. Where applicable the Certificates of Insurance shall name VEIC as additionally insured party as its interests may appear. All policies shall be noncancellable without 30 days prior written notice from the insurance carrier to VEIC. It is the responsibility of the Contractor to maintain current Certificates of Insurance on file with VEIC through the term of this Contract. Workers Compensation: With respect to all operations performed under this Contract, the Contractor shall carry, if applicable, workers compensation insurance in accordance with the laws of the State and any other state in which it is performing the Contract Scope of Work. General Liability and Property Insurance: With respect to all operations performed under this Contract, the Contractor shall carry general liability insurance having all major divisions of coverage including, but not limited to: Premises Operations Independent Contractors Protective Products and Completed Operations (where appropriate) Personal Injury Liability Contractual Liability The policy shall be on an occurrence form and limits shall not be less than: $1,000,000 Per Occurrence $1,000,000 General Aggregate $1,000,000 Products/Completed Products Aggregate (where appropriate) $50,000 Fire Legal Liability. Automotive Liability: The Contractor shall carry automotive liability insurance covering all motor vehicles, no matter the ownership status, used in connection with this Contract. Limits of coverage shall not be less the amount required by any applicable state law. Questions Individual questions regarding this RFP will be responded to only as follows: questions regarding requirements and scope of work will be received up to 5 p.m. EDT Thursday, April 24, 2014 via email only at jcathcart@veic.org and answers will be posted on the VEIC website (www.veic.org) 6
no later than 5:00 p.m., Friday, April 25, 2014. Questions submitted after April 24, 2014 will not be responded to. Limitation This RFP does not commit VEIC to award a contract or to pay any costs incurred in the preparation or submission of proposals. VEIC reserves the right to reject any or all proposals received in response to this RFP, to negotiate with any qualified bidder or to cancel in part or in its entirety the RFP, if any of these actions is deemed by VEIC in its sole discretion to be in VEIC s best interest. 7