Expression of Interest for Website MSP and potential redesign and development of Website

Scope of Requirements Overview As we embark on our next regulatory period, known as RIIO GD3 (2026 - 2031) NGN is looking to identify a partner who can deliver a fully managed website service and potential wholesale design and rebuild of the platform. As a major infrastructure provider, our website performs a critical public facing function; it must deliver clear, reliable information to diverse audiences, support operational communications, and remain available and secure under all circumstances. Our approach recognises the website not simply as a communications channel, but as a mission critical digital service that must meet the highest standards of resilience, usability and accessibility. The newly appointed digital agency will work closely with NGN, offering advice and support to drive improvements in the short and long term. They will be asked to deliver the NGN Website Project in two stages; Stage 1 The first stage will be working closely with NGN project team to help make tactical improvements to the current NGN website. NGN is already working on a content audit, updating and removing outdated content, improving user experience, and bolstering under promoted areas such as sustainability and HR. These improvements will feed into this process of short-term change. Key deliverables from this first phase will include; • Hosting and infrastructure • Uptime monitoring • Platform performance optimisation • Security monitoring • Back ups • Improved SEO • Clearer Navigation • Application platform readiness Stage 2 The second stage is focused on strategic input to support the process of longer term change to the NGN website delivery, ultimately leading to the design and build of a new main NGN website. NGN expect the chosen agency to provide a strategic partnership, where the partnership shows clear value, direction and class leading strategic thinking. We expect the chosen agency to have demonstrable skills and knowledge in the areas of user centric research and design, accessibility, and mobile first thinking (reflecting the 75% of our current users preference for mobile access to our services and support). The Scope of work for a new website could include: • Website research, design and development • New modern and responsive content management system (CMS) • SEO/GEO set up • Accessibility compliance • Integration with third-party systems (e.g CRM, payment gateways, analytics tools) • Support and maintenance of the website portfolio • Training and documentation for internal teams Background The existing main website (www.northerngasnetworks.co.uk) was built in 2017 and is no longer fully aligned with our business needs. The WordPress powered website serves as a comprehensive resource for customers, stakeholders, and the general public, offering information and services related to gas distribution in the North of England. Key features of the current website include: · Gas Connections: Users can apply for new gas connections, alterations, diversions, and disconnections. The site provides detailed guidance on each process, including necessary forms and contact information for the Connections Team. Audiences are able to pay for specific services online, using the Payments Portal that is referenced in the table below. · Gas Safety Information: The website offers essential safety advice, such as steps to take if you smell gas or suspect carbon monoxide. · Priority Services Register: NGN provides extra support for customers who may be vulnerable during gas supply interruptions. Eligible individuals can register for this service through the website. · In Your Area: This section allows users to find information about ongoing and upcoming gas works in their locality, helping them stay informed about projects that may affect them. · Company Information: The "About Us" section details NGN's operations, coverage area, and company values, providing insights into our role in the energy sector. · Latest News: The homepage features recent news articles and updates about NGN's activities, community initiatives, and infrastructure projects. Overall, the NGN website is designed to be user-friendly and informative, ensuring that customers have easy access to the services and information they need regarding gas distribution and safety. The website demonstrates a commitment to accessibility by incorporating features designed to assist users with diverse needs. It includes the Recite Me tool, which offers functionalities such as text-to-speech, text magnification, screen masking, and a reading ruler to aid individuals with conditions like dyslexia or mild visual impairments, as well as those for whom English is a second language. Additionally, the website's content is structured to be readable across various browsers, even when images, stylesheets, scripting, or plugins are not supported, ensuring broader accessibility. However, the current website is overly complex to navigate and lacks clear UX/UI. This structural complexity is also reflected in the WordPress content management. Our web team have issues with the lack of flexibility and level of control over content updates. The internal search functionality also has limited capabilities and the website is not set up for GEO optimisation. NGN Situation Analysis There are several other websites that form part of NGN's digital presence. As part of this project, some of the content on these websites will be incorporated into the main website. Others will need to continue to be hosted and managed as standalone websites. For further details please contact Deborah Turner - Procurement Manager by e mailing Dturner@northerngas.co.uk to express your interest.